What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration?
On 6 August 2014 19:51, Matthias Henze <[email protected]> wrote: > 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 >
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