Email not created for resolved ticket

Hi

I just started using rt ver 3.4.4. I changed the default template for
resolved tickets by removing the From: and Sender: lines and turning
’on’ UserFriendlyName setting in the config file. Now it won’t create
emails for resolved tickets. I tried putting back the From: and Sender:
lines but it still won’t create and send email to the requestor for
resolved ticket.

The autocreation email works fine as I haven’t changed anything in the
autoreply template.

Zul Shariff

At Monday 3/27/2006 11:26 PM, Zul Shariff wrote:

Hi
I just started using rt ver 3.4.4. I changed the default template
for resolved tickets by removing the From: and Sender: lines and
turning ‘on’ UserFriendlyName setting in the config file. Now it
won’t create emails for resolved tickets. I tried putting back the
From: and Sender: lines but it still won’t create and send email to
the requestor for resolved ticket.
The autocreation email works fine as I haven’t changed anything in
the autoreply template.

Zul Shariff

Zul,

Some things to try:

  • can you see any errors in the log that indicate a template error?
  • try restoring the original template and see if that works
  • are you getting caught by the Notify Actor feature?
    (http://wiki.bestpractical.com/index.cgi?FAQ : Mail gate)

Good luck,
Steve

Zul,

It sounds like your modification has altered the way the template 

reacts to the action. Try putting another of the default templates with
that action and see if it works (ie. autoreply or one of the notify …).

Kenn

Zul Shariff wrote: