Hi Kevin, I currently have a script setup for the queue , but it doesn't work. Condition : On Correspond Action : Notify Owner Template : My Own Stage : TranscationCreate
I just need to notify the owner of the ticket via email when the users reply to the ticket update. Eg. 1. A User logs the request to the helpdesk 2. The user gets a email in outlook with the ticket number 3. An RT administrator takes ownership of the ticket in the RT Request tracker tool. 4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook. 5. The requestors reply's to the owners ticket update on outlook via a email. 6. The ticket gets updated on the RT request tracker. - I need the owner of the RT ticket to get the update on his outlook , so he doesn't have to log into the RT tool to check if the user updated the ticket. Does anyone know any way of doing this ? -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Kevin Falcone Sent: 25 January 2013 15:56 To: [email protected] Subject: Re: [rt-users] Notifying Ticket Owners of email updates On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote: > When a ticket gets logged the requester receives a email with the > ticket number and also the option to reply to the email to update the request. > > I need to be able to notify the owner of the ticket when the request > gets updated by email. Does anyone know the script or have a template > to allow this ? Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner). -kevin
