Hi everyone.
I tried googling for this for a while, so I hope it's not something as trivial
as R'ing TFM.
What could be the cause for RT not sending email when replying to a ticket?
What happened is, that a helpdesk person was trying to reply to a ticket
several times, but only on their third
On 05/05/2011 06:08 AM, Matti Taina wrote:
Hi everyone.
I tried googling for this for a while, so I hope it's not something as
trivial as R'ing TFM.
What could be the cause for RT not sending email when replying to a ticket?
What happened is, that a helpdesk person was trying to reply
Matti,
I would go over instructions with them that when they want email to go
out, they should NOT hit Save Changes, but to hit Update Ticket. It
sounds to me like they got confused as to which one to hit.
Kenn
LBNL
On Thu, May 5, 2011 at 3:08 AM, Matti Taina matti.ta...@otaverkko.fiwrote:
Hi
Does hitting Save Changes save the correspondence entry to the ticket
history, though (I can't test it myself at the moment)? If that is the
case, then your theory is indeed a possibility.
-Matti
On Thu, 5 May 2011 07:47:00 -0700, Kenneth Crocker wrote:
Matti,
I would go over instructions
On 05/05/2011 11:05 AM, Matti Taina wrote:
Does hitting Save Changes save the correspondence entry to the ticket
history, though (I can't test it myself at the moment)? If that is the
case, then your theory is indeed a possibility.
Clicking Save Changes does not save the correspondence entry
This could be related to the NotifyActor config setting.
If this person was updating the ticket and was the only person that was to
receive correspondence, and NotifyActor was set to off, it wouldn't send
any emails...
HTH
Mike.
On Thu, May 5, 2011 at 6:08 AM, Matti Taina
On Thu, 5 May 2011 13:47:47 -0400, Mike Johnson wrote:
This could be related to the NotifyActor config setting.
If this person was updating the ticket and was the only person that
was to receive correspondence, and NotifyActor was set to off, it
wouldn't send any emails...
HTH
Mike.
On Thu,
