I had an issue where if you create a ticket and assign the owner at the same time they never got notification, I added the following scrip to deal with it.
Condition: On Create
Action: Notify Owner as Comment
Template: Global Template: Transaction
Stage: Transaction Create
I may have changed my transaction template from the stock one so that it sends the last comment. I think you can find info in the wiki on that.
Unitarian Universalist Association
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From: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Christian Hammers
Sent: Thursday, November 11, 2004 10:18 AM
Subject: [rt-users] Comment to Owner fails when creating the ticket
We have a “tech” queue were the accountants are not subscribed to.
Occassionally though, somebody assigns a ticket to them and, of course wants them to see the comments to their tickets.
Theoretically this can be done by adding
action: Notify Owner as Comment
template: Global Template: Transaction
stage: Transaction Create
But praktically when using the upper-border "Create ticket in [queue]"
formular, it seems RT does first send the mail to the subscribers and then assigns the ticket an Owner.
At least the non-“tech”-queue owner did not receive any comment mail.
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Be sure to check out the RT wiki at http://wiki.bestpractical.com