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”).
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: info@mhcsoftware.de <mailto:info@mhcsoftware.de>
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: info@mhcsoftware.de
HR Coburg: B2242
Geschäftsführer: Matthias Henze