Comments (not sent to requestors)

I’m new to RT. Started with the latest 20503.

I have my config/global/scripts set up like:

  oncreate autoreply template:autoreply
  ontransaction notifyRequestorsandccs template:transaction  # no

asComment
ontransaction notifyOwnerAsComment template:transaction
ontransaction notifyAllWatchersAsComment template:transaction

so that the applicable parties are always aware of any ownership
change, status change, reply, resolve, cc changes, etc. (I guess this
is the only way I can figure out how to send email to the requestor
whenever anything happens to their ticket.)

However when I click on ‘comment’ and the 'update type’
is ‘comments (not sent to requestors)’ the comment is STILL
is sent to the requestors due to the ontransaction scrip. Same is
true if I email to rt-comment address.

What works right is the user viewing their ticket via webrt, these
comments are NOT displayed as one would expect and desire.

I know I’m asking for every transaction to be sent to requestors, however
if my update-type says specifically not to, shouldn’t that be the overriding
factor?

Chip.

That text in the UI is based on standard configurations. You’ve gone
and configured RT in a way that’s “nonstandard”

-jOn Mon, Aug 27, 2001 at 12:23:09PM -0700, Chip Capelik wrote:

I’m new to RT. Started with the latest 20503.

I have my config/global/scripts set up like:

  oncreate autoreply template:autoreply
  ontransaction notifyRequestorsandccs template:transaction  # no

asComment
ontransaction notifyOwnerAsComment template:transaction
ontransaction notifyAllWatchersAsComment template:transaction

so that the applicable parties are always aware of any ownership
change, status change, reply, resolve, cc changes, etc. (I guess this
is the only way I can figure out how to send email to the requestor
whenever anything happens to their ticket.)

However when I click on ‘comment’ and the 'update type’
is ‘comments (not sent to requestors)’ the comment is STILL
is sent to the requestors due to the ontransaction scrip. Same is
true if I email to rt-comment address.

What works right is the user viewing their ticket via webrt, these
comments are NOT displayed as one would expect and desire.

I know I’m asking for every transaction to be sent to requestors, however
if my update-type says specifically not to, shouldn’t that be the overriding
factor?

Chip.


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