Error: Could not find a ticket

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


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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