Hi,
after searching and searching in the forum, I’ve not found why, when creating a ticket in the GUI, the admins are not notified by email. Details :
when a ticket is created by email, the requestor AND the admin (root) are notified. The revelant log :
[14067] [Mon Oct 2 09:38:02 2017] [info]: rt-4.4.2-14067-1506937082-1371.206-7-0@systea.fr #206/4782 - Scrip 7 On Create Autoreply To Requestors (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[14067] [Mon Oct 2 09:38:02 2017] [info]: rt-4.4.2-14067-1506937082-1371.206-7-0@systea.fr sent To: user@userdomain.fr (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
… (scrip 8) …
[14067] [Mon Oct 2 09:38:02 2017] [info]: rt-4.4.2-14067-1506937082-791.206-9-0@domain.fr #206/4782 - Scrip 9 On Create Notify Ccs (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[14067] [Mon Oct 2 09:38:02 2017] [info]: rt-4.4.2-14067-1506937082-791.206-9-0@systea.fr sent To: support@domain.fr (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
if this ticket is created by a user directly in the GUI, only an email is sent to the requestor. Revelant log :
[14067] [Mon Oct 2 10:02:05 2017] [info]: rt-4.4.2-14067-1506938525-838.207-7-0@systea.fr #207/4815 - Scrip 7 On Create Autoreply To Requestors (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[14067] [Mon Oct 2 10:02:05 2017] [info]: rt-4.4.2-14067-1506938525-838.207-7-0@systea.fr sent To: user@userdomain.fr (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
… (scrip 8) …
[14067] [Mon Oct 2 10:02:05 2017] [info]: rt-4.4.2-14067-1506938525-1432.207-9-0@domain.fr #207/4815 - Scrip 9 On Create Notify Ccs (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[14067] [Mon Oct 2 10:02:05 2017] [info]: rt-4.4.2-14067-1506938525-1432.207-9-0@domain.fr No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:832)
The scrips used seem to be the same, but in one case it find a “CC” (but where ?..) and not on the other case.
The problem is, that admins are not connected all the time on RT so some tickets are not treated in time !
This is the same if the ticket was created in the GUI and the user add a comment (or an answer) just after the creation of ticket.
Is there a way to force a mail to admins, for example, as long as the ticket has no owner (“Nobody in particular”) ?
Thanks.