Notification sent when a ticket is open

RT Users
1

Hello gang,

I have just two questions nefore you head out for Easter.

  1. I have installed the contrib modules

NotifyAsCommentWithAttachment.pm
NotifyWithAttachment.pm

However I am not sure as to what the next step is. Do I have to configure
something else in order for this to work? I did a test by sending an attachment
but the attachment doesn’t go with the e-mail. However a link is sent to the
requestor but when they hit it, it prompts them to login. They do not have login
access. How do I go about this?

  1. This is possibly a FAQ but I don’t seem to find where it.

When I change the status from “new” to “open” an e-mail is sent to the requestor
that the status changed to open. This is not good because I consider that internal
, but how to I rectify this. I only want the ticket sent initially, then after resolve
the final e-mail is sent.

Thanks for advise.

H A P P Y E A S T E R T O A L L.

-Wash

Odhiambo Washington wash@wananchi.com “The box said ‘Requires
Wananchi Online Ltd. www.wananchi.com Windows 95, NT, or better,’
Tel: 254 2 313985-9 Fax: 254 2 313922 so I installed FreeBSD.”
GSM: 254 72 743 223 GSM: 254 733 744 121 This sig is McQ! :slight_smile:

UFO’s are for real: the Air Force doesn’t exist.

2

Odhiambo Washington wrote:

  1. I have installed the contrib modules

NotifyAsCommentWithAttachment.pm
NotifyWithAttachment.pm

However I am not sure as to what the next step is. Do I have to
configure something else in order for this to work?

Those (presumably; I haven’t tried using attachments yet) add scrip
actions to your system. Do you have any scrips using them?

  1. When I change the status from “new” to “open” an e-mail is sent to
    the requestor that the status changed to open. This is not good
    because I consider that internal , but how to I rectify this. I only
    want the ticket sent initially, then after resolve the final e-mail is
    sent.

There’s a scrip condition OnStatus, which triggers when a ticket’s
status changes. There’s also OnTransaction, which triggers when
anything happens. You’ve got a scrip with one of those conditions
which is notifying the requestor. It sounds like you only want to
notify the requestor OnCorrespond, or possibly OnResolve as well.

Smylers
GBdirect