Email Error with 'Reply' only

RT Users
#1

When I create a ticket for a user they get an email.
When I close the ticket they get an email.
When I hit Reply in the ticket it shows and outgoing email but they do not
get it. Nor does it get send to sendmail.

#2

So I’ve tested some more.
All of my CCs get emails and all of my BCCs get emails. The requestor is
the only one that does not know that his/her ticket has been acted on.

I have a global Scrip that is below.
Scrip
Description -
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template
RT-Attach-Message: yes
1
{$Transaction->Content()}On 10/10/07, matt wells phanoko@gmail.com wrote:

When I create a ticket for a user they get an email.
When I close the ticket they get an email.
When I hit Reply in the ticket it shows and outgoing email but they do not
get it. Nor does it get send to sendmail.

#3

I had the same problem and created a dedicated scrip for it

Condition: On correspond
Action:Autoreply To Requestors

added to your existing scrip it should work out… but it will send two
separated emails (what a mess…)On 10/10/07, matt wells phanoko@gmail.com wrote:

So I’ve tested some more.
All of my CCs get emails and all of my BCCs get emails. The requestor is
the only one that does not know that his/her ticket has been acted on.

I have a global Scrip that is below.
Scrip
Description -
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template
RT-Attach-Message: yes
1
{$Transaction->Content()}

On 10/10/07, matt wells <phanoko@gmail.com > wrote:

When I create a ticket for a user they get an email.
When I close the ticket they get an email.
When I hit Reply in the ticket it shows and outgoing email but they do
not get it. Nor does it get send to sendmail.

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#4

Still not working. I changed it like yours but to no avail.On 10/10/07, JavaCupiX javacupix@gmail.com wrote:

I had the same problem and created a dedicated scrip for it

Condition: On correspond
Action:Autoreply To Requestors

added to your existing scrip it should work out… but it will send two
separated emails (what a mess…)

On 10/10/07, matt wells phanoko@gmail.com wrote:

So I’ve tested some more.
All of my CCs get emails and all of my BCCs get emails. The requestor
is the only one that does not know that his/her ticket has been acted on.

I have a global Scrip that is below.
Scrip
Description -
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template
RT-Attach-Message: yes
1
{$Transaction->Content()}

On 10/10/07, matt wells < phanoko@gmail.com > wrote:

When I create a ticket for a user they get an email.
When I close the ticket they get an email.
When I hit Reply in the ticket it shows and outgoing email but they do
not get it. Nor does it get send to sendmail.

The rt-users Archives

Community help: 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

#5

Different people. I’ve attached the ‘Outgoing email about a comment
recorded’
Correct me where I’m wrong but shouldn’t a
‘To’ field exist?

eat.
In-Reply-To:
References: RT-Ticket-11308@example.com
Message-ID: rt-3.6.4-29325-1192033947-273.11308-8-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: example.com
RT-Ticket: iarc.nv.gov #11308
Managed-by: RT 3.6.4 (Request Tracker — Best Practical Solutions)
RT-Originator: joe.ragman@example.com
Bcc: lumberyard@example.com
MIME-Version: 1.0
Content-Type: text/plain; charset=“utf-8”
Content-Transfer-Encoding: 8bit
X-RT-Original-Encoding: utf-8
X-RT-Original-Encoding: utf-8On 10/10/07, Barry Byrne barry.byrne@wbtsystems.com wrote:

Matt,

Is the person who acts on the ticket the same email address as the
requestor of the ticket. I had this same issue when I first tried testing RT

  • I sent a test mail as myself and then logged in to RT as myself - RT
    doesn’t seem to forward mail if the person who makes the change is the same
    email address - which I guess makes some kind of sense.

  • barry

From: rt-users-bounces@lists.bestpractical.com [mailto:
rt-users-bounces@lists.bestpractical.com] *On Behalf Of *matt wells
Sent: 10 October 2007 16:55
To: rt-users
Subject: [rt-users] Re: Email Error with ‘Reply’ only

So I’ve tested some more.
All of my CCs get emails and all of my BCCs get emails. The requestor is
the only one that does not know that his/her ticket has been acted on.

I have a global Scrip that is below.
Scrip
Description -
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template
RT-Attach-Message: yes
1
{$Transaction->Content()}

On 10/10/07, matt wells <phanoko@gmail.com > wrote:

When I create a ticket for a user they get an email.
When I close the ticket they get an email.
When I hit Reply in the ticket it shows and outgoing email but they do
not get it. Nor does it get send to sendmail.

#6

Matt,

Is the person who acts on the ticket the same email address as the requestor
of the ticket. I had this same issue when I first tried testing RT - I sent
a test mail as myself and then logged in to RT as myself - RT doesn’t seem
to forward mail if the person who makes the change is the same email address

So I’ve tested some more.
All of my CCs get emails and all of my BCCs get emails. The requestor is
the only one that does not know that his/her ticket has been acted on.

I have a global Scrip that is below.
Scrip
Description -
Condition - On Correspond
Action - Notify Requestors and Ccs
Template - Global template:Correspondence
Stage - TransactionCreate

template 5
Correspondence
Default correspondence template
RT-Attach-Message: yes
1
{$Transaction->Content()}