We’ve been using RT 3.2.1 for many months now.
All of a sudden, when users reply to e-mail sent from RT with the subject
line intact, they get back a
message saying “Message not recorded. Could not find ticket with id #”
where # is the automatically generated ticket number in RT
These ticket numbers are valid and can be seen within RT itself.
What could be wrong? Where could we look for clues?
A N Ananth ananth@prismMicrosys.com
Prism Microsystems, Inc Tel: 410.953.6776 x223
When tickets are Resolved, we use the predefined ruke
On Resolve Notify Requestors with template Resolved
However, sometimes but not always, we would like to suppress the outgoing
e-mail to the Requestor.
Has this already been discussed? I was not able to find such a discussion
in the Wiki or recently in this list.
Tks in advance for any suggestions.
A N Ananth ananth@prismMicrosys.com
Prism Microsystems, Inc Tel: 410.953.6776 x223
When tickets are Resolved, we use the predefined ruke
On Resolve Notify Requestors with template Resolved
However, sometimes but not always, we would like to suppress the outgoing
e-mail to the Requestor.
Has this already been discussed? I was not able to find such a discussion
in the Wiki or recently in this list.
Tks in advance for any suggestions.
I’m sure there’s better ways, but I do it this way. Use a custom
field for this and then modify your scrip. If you have a simple
custom field named ‘Supress’ with a simple Yes/No choice, it would
look something like this:
Scrip Condition: User-defined
Custom condition:
return undef unless ($self->TransactionObj->Type eq “Create”);
return undef if ($self->TicketObj->FirstCustomFieldValue(‘Supress’) =~ /Yes/i);
return 1;
Action…
(your notification of choice)
Andy Harrison
Maybe the On Resolve Notify scrip could check if the previous
transaction was a comment and if so skip the notification…On Sun, Dec 19, 2004 at 06:49:52PM -0500, A N Ananth wrote:
When tickets are Resolved, we use the predefined ruke
On Resolve Notify Requestors with template Resolved
However, sometimes but not always, we would like to suppress the outgoing
e-mail to the Requestor.
Has this already been discussed? I was not able to find such a discussion
in the Wiki or recently in this list.
Tks in advance for any suggestions.
A N Ananth ananth@prismMicrosys.com
Prism Microsystems, Inc Tel: 410.953.6776 x223
The rt-users Archives
Be sure to check out the RT wiki at http://wiki.bestpractical.com
I’m looking for an open source project that’s currently
using RT to handle its support requests, one that
would be willing to take me on as a ticket-handler
for a short while so that I can get some hands on
experience in how someone else has organized
a support queue.
thanks
Ed
edward.vielmetti@gmail.com