Hi; I’m trying to set up RT at my company, for handling incoming support
requests from outside via email. I’m using latest 3.6.3 on Linux.
I want to make sure that RT only sends the emails I want, to the people I
want. I’m looking at the scrips, and I have some questions, probably simple.
First, I’m not sure how each group is defined:
Requestors: the original sender of the email (from the From: header?)
or the web creator of the ticket; anyone else?
Owner: I understand this one
CCs: how do you get on/off this list?
AdminCCs: how do you get on/off this list?
Other Recipients: what is this?
Does commenting on a ticket or corresponding on it make you a Cc, perhaps?
Do CCs of the original mail get on the CC list automatically?
In the scrip Actions, what does “Notify … as Comment” mean?
Are the built-in Scrips (Conditions and Actions) documented anywhere?
Is there any way to disable a Scrip without deleting it? I like to see what
options I have, and what I’ve customized.
I’m pretty sure that the only emails I want RT to send to the requestor are
ones that someone (owner normally) entered into RT; i.e. no autoreply on
create, nor on resolve. I want it to seem like they emailed us, and someone
replied to them – not like it’s an automated system.
That is this script, I think:
On Correspond Notify Requestors and Ccs with template Correspondence
as long as the Ccs are normally unset.
And I want the new owner to get an email if a ticket gets assigned to them:
On Owner Change Notify Owner with template Transaction
… and lastly, if someone here comments on a ticket, the other people here
watching that ticket should get an email:
On Comment Notify ??? as Comment with template Comment