Email copies of replies to senders

RT Users
1

Hi rt-users,

I’m not sure where to look for this and I couldn’t find where in the
config or preferences this can be done, but is is possible to have
replies sent to the replying person? So if I reply to a ticket, I would
get a copy of my own reply as well as the other people?

Thanks,

  • Dominic
2

Dominic,

RT doesn't normally notify the initiator of a transaction, as it

would be redundant (plus there is a record of the reply in the ticket
history). However, if that is what you want, you need to turn on the
"Notify Actor setting in your RT_SiteConfig.pm file located at
$RTHOME/etc. Hope this helps.

Kenn
LBNLOn 6/11/2009 12:44 PM, Dominic Lepiane wrote:

Hi rt-users,

I’m not sure where to look for this and I couldn’t find where in the
config or preferences this can be done, but is is possible to have
replies sent to the replying person? So if I reply to a ticket, I would
get a copy of my own reply as well as the other people?

Thanks,

  • Dominic

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3

Hi Ken,

Thanks for your reply, I think that’s what we are looking for.

When I took another look in the mailing list archives, I saw mention of
this being added as a user setting / preference in an email from 2005.
We couldn’t find any such setting in 3.8.3, is this feature available
somewhere?

http://lists.bestpractical.com/pipermail/rt-users/2005-November/035022.html

//>/ With the notify actor setting of 0, RT won’t send mail to the ‘actor’ -
/>/ the thinking is that you’ve made the update so you don’t need to be notified
/>/ of the update. You can, of course change the setting to 1 in which case you
/>/ will get the mail. Does that answer your question?
/>/
/>/ This has caused confusion for some of our users who aren’t aware of this
/>/ feature and expect to see mail. We are about to introduce a user preference
/>/ that controls this so that the individual can choose what behavior they
/>/ want.
/>/
/>/ Steve
/>/
/

Thanks,

  • Dominic

Ken Crocker wrote:

4

Thanks for your reply, I think that’s what we are looking for.

When I took another look in the mailing list archives, I saw mention
of
this being added as a user setting / preference in an email from 2005.
We couldn’t find any such setting in 3.8.3, is this feature available
somewhere?

The author of the quoted mail doesn’t work for BPS,
I believe it was added as a local user preference by that author.

3.8 allows users to completely disable mail from RT as a user
preference, or to receive daily digests of mail

-kevin

5

-----Original Message-----
Kevin Falcone

When I took another look in the mailing list archives, I saw mention
of this being added as a user setting / preference in an email from
2005. We couldn’t find any such setting in 3.8.3, is this feature available
somewhere?

3.8 allows users to completely disable mail from RT as a user
preference, or to receive daily digests of mail

However, I have the same need and would love to hear if anyone has a solution.

I have a few owners who work primarily via email on Blackberry and love getting the text of a request via email when it’s assigned to them. However, if they happen to be in front of their computer and take a request, no email. So when they’re back out in the field, they can’t refer to the email as easily. Turning on/off NotifyActor at a user level or a scrip level would be fantastic. Turning on/off email completely even at the user level is much too broad a stroke for most scenarios.

Is it possible that if you manually add the person as a CC in the scrip that RT will outsmart you and override that with NotifyActor being off?

Thanks,
Erik