Notification to new owner when case "take"

Hi.
We have RT 3.8.6 currently installed.
I am trying to setup a script that will notify the owner who just click the
button “take”, to assign the case to themselves.

The normal script of condition “on create” or “on owner change” does not
send an email to the new owner.

However if you change the owner through the basics window the script is
fired, but “Take” has some other kind of condition or flags.

ANy help would be appreciated.
Thanks
Johann
View this message in context: http://www.nabble.com/Notification-to-new-owner-when-case-"take"-tp20630794p20630794.html

NotifyActorOn Sat, Nov 22, 2008 at 1:46 AM, JohannS johann.stander@kaplan.com wrote:

Hi. We have RT 3.8.6 currently installed. I am trying to setup a script that
will notify the owner who just click the button “take”, to assign the case
to themselves. The normal script of condition “on create” or “on owner
change” does not send an email to the new owner. However if you change the
owner through the basics window the script is fired, but “Take” has some
other kind of condition or flags. ANy help would be appreciated. Thanks
Johann


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Best regards, Ruslan.

Hi Ruslan.
Thank you for the information, but i cannot seem to find the NotifyActor, is
this is a custom action?
Thanks
Johann

Ruslan Zakirov-2 wrote:

NotifyActor

Hi. We have RT 3.8.6 currently installed. I am trying to setup a script
that
will notify the owner who just click the button “take”, to assign the
case
to themselves. The normal script of condition “on create” or “on owner
change” does not send an email to the new owner. However if you change
the
owner through the basics window the script is fired, but “Take” has some
other kind of condition or flags. ANy help would be appreciated. Thanks
Johann


View this message in context: Notification to new owner when case "take"
Sent from the Request Tracker - User mailing list archive at Nabble.com.


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


Best regards, Ruslan.


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

View this message in context: http://www.nabble.com/Notification-to-new-owner-when-case-"take"-tp20630794p20800030.html

Hi Ruslan.
Thank you for the information, but i cannot seem to find the NotifyActor, is
this is a custom action?

It’s an option in RT config file (RT_Config.pm), the comment assiociated
explain it’s meaning :slight_smile:

thanks, I have enabled this setting but since it is global this is causing
some problems…

When a client replies back to an email that was send out to them, they get
another email back with their message that was typed, so the same for the RT
users.

Is there any way to stop this, would have been so much easier if the
notifyactor was in the action list for scripts :slight_smile:

Thanks
Johann

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