E-Mail to Queue Doesn't Generate Outbound Notifications

Hi,

I have a web form that is sending an e-mail directly to an RT Queue address. Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created. There is nothing in the ticket history that says any attempt to send out any e-mail was made. Is there some option I have to set to cause the queue to send out an “Here’s your RT tracking number” e-mail for this queue?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg@soe.ucsc.edu
831-459-5354

Tim,

Yep. Do you have notification scrips set up for your watchers (AdminCc,
Cc) in that Queue and are those scrips enabled?

Kenn
LBNLOn 8/27/2009 9:59 AM, Tim Gustafson wrote:

Hi,

I have a web form that is sending an e-mail directly to an RT Queue address. Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created. There is nothing in the ticket history that says any attempt to send out any e-mail was made. Is there some option I have to set to cause the queue to send out an “Here’s your RT tracking number” e-mail for this queue?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg@soe.ucsc.edu
831-459-5354


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Yep. Do you have notification scrips set up for your
watchers (AdminCc, Cc) in that Queue and are those
scrips enabled?

I do now. :slight_smile:

The problem was, generally, that I inherited this system from someone who abruptly disappeared and didn’t leave any documentation. He had each queue set up with its own list of (sometimes odd) scrips. I have changed the system so that all my queues now use only the global scrips, and I now have global scrips that do all the proper notifications.

Thanks!

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg@soe.ucsc.edu
831-459-5354

You have to create a scrip that says to email watcher.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

Tim Gustafson tjg@soe.ucsc.edu 8/27/2009 12:59 PM >>>
Hi,

I have a web form that is sending an e-mail directly to an RT Queue address. Tickets are being created based on those e-mails, but no messages are being sent out to the queue watchers when the new ticket is created. There is nothing in the ticket history that says any attempt to send out any e-mail was made. Is there some option I have to set to cause the queue to send out an “Here’s your RT tracking number” e-mail for this queue?

Tim Gustafson
Baskin School of Engineering
UC Santa Cruz
tjg@soe.ucsc.edu
831-459-5354

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com ( http://wiki.bestpractical.com/ )
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com ( http://rtbook.bestpractical.com/ )