Email update to a ticket, does it notify the owner?

RT Users
1

I have RT 3.2.3 with MySQL.

When I email RT the ticket gets created and the client get’s an email
back from RT.

Now if I send a reply or an update to RT with the [domain.com #xx] in
the subject line that works as well.

Now should the owner of the ticket then get a notification of the
update? My installation does not notify the owner of an update via
email…

Any thoughts?

Phil

2

Labonte, Phil wrote:

I have RT 3.2.3 with MySQL.

When I email RT the ticket gets created and the client get’s an email
back from RT.

Now if I send a reply or an update to RT with the [domain.com #xx] in
the subject line that works as well.

Now should the owner of the ticket then get a notification of the
update? My installation does not notify the owner of an update via
email…

Any thoughts?

As far as I have seen, only correspondence gets sent to the requestor,
not comments.

DB

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

3

Sorry I meant the owner of the ticket.

So should the owner of a ticket (on the RT side) get an email when the
customer emails an update to a ticket?From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Wednesday, April 13, 2005 11:54 AM
To: Labonte, Phil
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email update to a ticket, does it notify the
owner?

Labonte, Phil wrote:

I have RT 3.2.3 with MySQL.

When I email RT the ticket gets created and the client get’s an email
back from RT.

Now if I send a reply or an update to RT with the [domain.com #xx] in
the subject line that works as well.

Now should the owner of the ticket then get a notification of the
update? My installation does not notify the owner of an update via
email…

Any thoughts?

As far as I have seen, only correspondence gets sent to the requestor,
not comments.

DB

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

4

Labonte, Phil wrote:

Sorry I meant the owner of the ticket.

So should the owner of a ticket (on the RT side) get an email when the
customer emails an update to a ticket?

Check your RT_SiteConfig.pm.

By default, RT doesn’t notify the person who performs an update, as they

already know what they’ve done. If you’d like to change this behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Wednesday, April 13, 2005 11:54 AM
To: Labonte, Phil
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email update to a ticket, does it notify the
owner?

Labonte, Phil wrote:

I have RT 3.2.3 with MySQL.

When I email RT the ticket gets created and the client get’s an email
back from RT.

Now if I send a reply or an update to RT with the [domain.com #xx] in
the subject line that works as well.

Now should the owner of the ticket then get a notification of the
update? My installation does not notify the owner of an update via
email…

Any thoughts?

As far as I have seen, only correspondence gets sent to the requestor,
not comments.

DB

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

5

Mis-read your message.

I don’t currently on my setup. I’ll dig.

Labonte, Phil wrote:

Sorry I meant the owner of the ticket.

So should the owner of a ticket (on the RT side) get an email when the
customer emails an update to a ticket?

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Wednesday, April 13, 2005 11:54 AM
To: Labonte, Phil
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email update to a ticket, does it notify the
owner?

Labonte, Phil wrote:

I have RT 3.2.3 with MySQL.

When I email RT the ticket gets created and the client get’s an email
back from RT.

Now if I send a reply or an update to RT with the [domain.com #xx] in
the subject line that works as well.

Now should the owner of the ticket then get a notification of the
update? My installation does not notify the owner of an update via
email…

Any thoughts?

As far as I have seen, only correspondence gets sent to the requestor,
not comments.

DB

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

6

No it does not by default but you can create a custom script.
If you want to know how let me know and I can email you what I did.

Works like a charm.From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Wednesday, April 13, 2005 12:28 PM
To: Labonte, Phil
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email update to a ticket, does it notify the
owner?

Mis-read your message.

I don’t currently on my setup. I’ll dig.

Labonte, Phil wrote:

Sorry I meant the owner of the ticket.

So should the owner of a ticket (on the RT side) get an email when the
customer emails an update to a ticket?

-----Original Message-----
From: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: Wednesday, April 13, 2005 11:54 AM
To: Labonte, Phil
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email update to a ticket, does it notify the
owner?

Labonte, Phil wrote:

I have RT 3.2.3 with MySQL.

When I email RT the ticket gets created and the client get’s an email
back from RT.

Now if I send a reply or an update to RT with the [domain.com #xx] in
the subject line that works as well.

Now should the owner of the ticket then get a notification of the
update? My installation does not notify the owner of an update via
email…

Any thoughts?

As far as I have seen, only correspondence gets sent to the requestor,
not comments.

DB

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

7

Sorry I meant the owner of the ticket.

So should the owner of a ticket (on the RT side) get an email when the
customer emails an update to a ticket?

If he happens to be a watcher on the queue he would get a copy. I think
all of my queues are set up so everyone who would own tickets is also
a watcher.

Les Mikesell
les@futuresource.com