Am 06.08.2014 11:20, schrieb Alex Peters: > By default, RT_Config variable $NotifyActors is set to a false value, > which means RT doesn't send mail to the person that initiated the > action. If you're resolving a ticket and you're one of the requestors, > you won't receive email in this scenario.
When I set "$NotifyActors" to 1 the the staff person get a notification when he takes the ticket. The requestor does not get any auto generated message but the initial reply for the ticket. > If that's not the problem, is the relevant scrip applied to the correct > queues? When I look at the scrips for the queue I can see the scrip for notification on resolve. > If that's not the problem, what does RT's debug log report when you > resolve a ticket? RT logs when I resolve the ticket and set "Update Type" ot "Comments" and "Status" to "resolved", as I was used to with 4.0 where the requestor got notified that the ticket was closed : [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for TransactionCreate stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) [23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) > > The "on resolve" condition only matches when a ticket is set to > "resolved." The "on close" condition matches when a ticket is set to an > "inactive" status (which in a default RT configuration is "resolved" or > "rejected"). > > > On 6 August 2014 18:03, Matthias Henze <[email protected] > <mailto:[email protected]>> wrote: > > Hi, > > when I close a ticket no mail is sent out to the requestor. I've checked > that there is a scrip "On Resolve Notify Requestors" with the condition > "on resolve". This is the case after upgrading from 4.0.x to 4.3.x. How > to fix this? > > An other question: What is the difference between "on resolve" and "on > close" in the condition drop down field? > > TIA > Matthias > > > -- > > MHC SoftWare GmbH > Fichtera 17 > 96274 Itzgrund/Germany > > voice: +49-(0)9533-92006-0 > fax: +49-(0)9533-92006-6 > e-mail: [email protected] <mailto:[email protected]> > > HR Coburg: B2242 > Geschäftsführer: Matthias Henze > > > > -- > RT Training - Boston, September 9-10 > http://bestpractical.com/training > > -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: [email protected] HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
