Help getting RT to autoreply ticket to the submitter

Hi,

New to RT, have 4.0.2 installed (Red Hat Linux).

We want new tickets to generate an email to the submitter (who can be
a random email account) as well as to the normal team.

In Tools -> Global -> Scrips we have:

(script 16)
Descrition: On Create
Stage: TransactionCreate
Condition: On Create
Action: Notify Requestors and Ccs
Template: Autoreply

New ticket announcements go to the team but not to the submitter.

What are we missing here?

Thanks,
Bill Dudley
Avalon Telecom

We want new tickets to generate an email to the submitter (who can be
a random email account) as well as to the normal team.

In Tools -> Global -> Scrips we have:

(script 16)
Descrition: On Create
Stage: TransactionCreate
Condition: On Create
Action: Notify Requestors and Ccs
Template: Autoreply

New ticket announcements go to the team but not to the submitter.

What are we missing here?

RT ships with an On Create Autoreply to Requestors scrip
Did you disable that? I suspect you’re running afoul of $NotifyActor
while testing with your Scrip.

-kevin

We want new tickets to generate an email to the submitter (who can be
a random email account) as well as to the normal team.

In Tools -> Global -> Scrips we have:

(script 16)
Descrition: On Create
Stage: TransactionCreate
Condition: On Create
Action: Notify Requestors and Ccs
Template: Autoreply

New ticket announcements go to the team but not to the submitter.

What are we missing here?

RT ships with an On Create Autoreply to Requestors scrip
Did you disable that? I suspect you’re running afoul of $NotifyActor
while testing with your Scrip.

-kevin

RT Training Sessions (http://bestpractical.com/services/training.html)

I have enabled AutoReply to the requestors for “on Create” and it
only sends to the requestor but not the CC watchers. I have confirmed
that the cc watchers user permissions (under global user rights) all
have permission to “sign up as a ticket requestor or ticket or queue Cc”

Also I have tried setting the action for On Create to “Notify
Requestors and CC’s as Comment” and it has the opposite effect, it sends
to the CC watchers but not the requestor . However when On Resolve is
set to “Notify Requestors and CC’s as Comment” and a
ticket is resolved it sends to both the requestors and CC watchers.
So why doesn�t that same action work for On create but does for On resolve?

Thanks,
Bill Dudley

We want new tickets to generate an email to the submitter (who can be
a random email account) as well as to the normal team.

In Tools -> Global -> Scrips we have:

(script 16)
Descrition: On Create
Stage: TransactionCreate
Condition: On Create
Action: Notify Requestors and Ccs
Template: Autoreply

New ticket announcements go to the team but not to the submitter.

What are we missing here?

RT ships with an On Create Autoreply to Requestors scrip
Did you disable that? I suspect you’re running afoul of $NotifyActor
while testing with your Scrip.

I have enabled AutoReply to the requestors for “on Create” and it
only sends to the requestor but not the CC watchers. I have confirmed
that the cc watchers user permissions (under global user rights) all
have permission to “sign up as a ticket requestor or ticket or queue Cc”

Also I have tried setting the action for On Create to “Notify
Requestors and CC’s as Comment” and it has the opposite effect, it
sends to the CC watchers but not the requestor . However when On
Resolve is set to “Notify Requestors and CC’s as Comment” and a
ticket is resolved it sends to both the requestors and CC watchers.
So why doesn’t that same action work for On create but does for On resolve?

You really don’t want to send As Comment to people who are not staff.

As I mentioned in the first email, I suspect you’re not getting mail
to the Requestor because of your NotifyActor setting.

After checking your NotifyActor setting, you may need to step back and
tell us what you’re trying to achieve.

-kevin