Email works for AutoReply, and Forwarding but not Resolve or Reply

Working on RT 3.8.0 with a fresh install. Everything seems to be
working like a creating a ticket, change status etc. However, when I
change the update type to Reply to Requestors, no email is sent, even
though the autoreply and forward emails work. Seems like a config
issue but I can’t seem to find out where to set it. Looking for any
advice on where to look.

Janice Myint wrote:

Working on RT 3.8.0 with a fresh install. Everything seems to be
working like a creating a ticket, change status etc. However, when I
change the update type to Reply to Requestors, no email is sent, even
though the autoreply and forward emails work. Seems like a config
issue but I can’t seem to find out where to set it. Looking for any
advice on where to look.


the scrips

Chaim Rieger

the scrip for On Resolve is set to the original template, but emails
are still not going out unless I’m logged in as root… any clues?On Sep 10, 2008, at 2:50 PM, Chaim Rieger wrote:

Janice Myint wrote:

Working on RT 3.8.0 with a fresh install. Everything seems to be
working like a creating a ticket, change status etc. However, when
I change the update type to Reply to Requestors, no email is sent,
even though the autoreply and forward emails work. Seems like a
config issue but I can’t seem to find out where to set it.
Looking for any advice on where to look.


the scrips

Chaim Rieger

Then it sould be premissionsFrom: Janice Myint
To: Chaim Rieger
To: rt-users@lists.bestpractical.com
Sent: Sep 10, 2008 15:52
Subject: Re: [rt-users] Email works for AutoReply, and Forwarding but not Resolve or Reply

the scrip for On Resolve is set to the original template, but emails
are still not going out unless I’m logged in as root… any clues?

thanks again for the advice… however, I’ve set the permissions but
globally and for the user to have all rights… email still doesn’t get
create however… anything else to check?On Sep 10, 2008, at 3:52 PM, chaim.rieger@gmail.com wrote:

Then it sould be premissions

------Original Message------
From: Janice Myint
To: Chaim Rieger
To: rt-users@lists.bestpractical.com
Sent: Sep 10, 2008 15:52
Subject: Re: [rt-users] Email works for AutoReply, and Forwarding
but not Resolve or Reply

the scrip for On Resolve is set to the original template, but emails
are still not going out unless I’m logged in as root… any clues?
On Sep 10, 2008, at 2:50 PM, Chaim Rieger wrote:

Janice Myint wrote:

Working on RT 3.8.0 with a fresh install. Everything seems to be
working like a creating a ticket, change status etc. However, when
I change the update type to Reply to Requestors, no email is sent,
even though the autoreply and forward emails work. Seems like a
config issue but I can’t seem to find out where to set it.
Looking for any advice on where to look.


the scrips

Chaim Rieger

Sent via BlackBerry from T-Mobile

Anything in your rt log ?From: Janice Myint
To: chaim.rieger@gmail.com
Cc: rt-users@lists.bestpractical.com
Sent: Sep 10, 2008 16:02
Subject: Re: [rt-users] Email works for AutoReply, and Forwarding but not Resolve or Reply

thanks again for the advice… however, I’ve set the permissions but
globally and for the user to have all rights… email still doesn’t get
create however… anything else to check?

Hi Janice,

If the person creating the transaction is the requestor, then by default RT
will not Reply (even if the selected action is “Reply to Requestor”); that
seems to be one of the main differences between Autoreply and Reply. If
your case is not one where the requestor is the transaction creator, then
this doesn’t apply to you. Otherwise… You can change this behavior by
setting the NotifyActor variable in your RT_SiteConfig file:
Set($NotifyActor, 1);

Regards,
Gene

At 02:28 PM 9/10/2008, Janice Myint wrote:

Working on RT 3.8.0 with a fresh install. Everything seems to be
working like a creating a ticket, change status etc. However, when I
change the update type to Reply to Requestors, no email is sent, even
though the autoreply and forward emails work. Seems like a config
issue but I can’t seem to find out where to set it. Looking for any
advice on where to look.

Gene LeDuc, GSEC
Security Analyst
San Diego State University

Hi Gene,
Thank you SO much!!! That totally worked. I owe you one. :slight_smile:

Take Care,
JaniceOn Sep 10, 2008, at 4:17 PM, Gene LeDuc wrote:

Hi Janice,

If the person creating the transaction is the requestor, then by
default RT will not Reply (even if the selected action is “Reply to
Requestor”); that seems to be one of the main differences between
Autoreply and Reply. If your case is not one where the requestor is
the transaction creator, then this doesn’t apply to you.
Otherwise… You can change this behavior by setting the NotifyActor
variable in your RT_SiteConfig file:
Set($NotifyActor, 1);

Regards,
Gene

At 02:28 PM 9/10/2008, Janice Myint wrote:

Working on RT 3.8.0 with a fresh install. Everything seems to be
working like a creating a ticket, change status etc. However, when I
change the update type to Reply to Requestors, no email is sent, even
though the autoreply and forward emails work. Seems like a config
issue but I can’t seem to find out where to set it. Looking for any
advice on where to look.


Gene LeDuc, GSEC
Security Analyst
San Diego State University

When a new ticket is created by an outside user, “Requestor”, via
email submission, the email address of the user is added to the
"Owners" dropdown list thus making the list very long when the support
staff tries to assign ticket ownership to themselves. The privileges
are set that only the support staff have “OwnTicket” in the
configuration. Was wondering if there was another place to look to
set it so only the support staff appears in the Owner dropdown.

Thanks!
Janice