When a user replies to RT’s email about a ticket, the ticket is updated.
But on my installation (RT 4.2), the owner is not notified. How can the
owner become quickly aware of such an update? Am I missing a
configuration variable or do I need to add or modify a scrip?
Dave Close
When a user replies to RT’s email about a ticket, the ticket is updated.
But on my installation (RT 4.2), the owner is not notified. How can the
owner become quickly aware of such an update? Am I missing a
configuration variable or do I need to add or modify a scrip?
There should already be a ‘notify owner on correspondence’ scrip.
First check to make sure you have it setup (either globally, it for the queue you’re interested in).
If you already have it, the next thing is to look at the template being used by that scrip and see if a) it’s been modified to mail someone specific (and breaking the intended behavior)or b) if it’s being overloaded from the global template.
I hope this gets you there…
Thanks,
Jok
I wrote:
When a user replies to RT’s email about a ticket, the ticket is updated.
But on my installation (RT 4.2), the owner is not notified. How can the
owner become quickly aware of such an update? Am I missing a
configuration variable or do I need to add or modify a scrip?
Jok Thuau answered:
There should already be a ‘notify owner on correspondence’ scrip.
Well, I don’t see one. When I go to the scrips page, here’s the list it
shows, reformatted to fit in this message. (Note that the first ten have
no description.)
1 On Correspond
Open Tickets
Blank
Enabled
2 On Owner Change
Notify Owner
Transaction
Enabled
3 On Create
Autoreply To Requestors
Autoreply
Enabled
4 On Create
Notify AdminCcs
Transaction
Enabled
5 On Correspond
Notify AdminCcs
Admin Correspondence
Enabled
6 On Correspond
Notify Requestors and Ccs
Correspondence
Enabled
7 On Correspond
Notify Other Recipients
Correspondence
Enabled
8 On Comment
Notify AdminCcs as Comment
Admin Comment
Enabled
9 On Comment
Notify Other Recipients as Comment
Correspondence
Enabled
10 On Resolve
Notify Requestors
Resolved
Enabled
12 If an approval is rejected, reject the original and delete pending
approvals
On Status Change
User Defined
Approval Rejected
Enabled
15 On transaction and SetStarted Open Ticket
On Transaction
On SetStarted Open Ticket
Blank
Enabled
14 When a ticket has been approved by all approvers, add correspondence
to the original ticket
On Resolve
User Defined
All Approvals Passed
Enabled
13 When a ticket has been approved by any approver, add correspondence
to the original ticket
On Resolve
User Defined
Approval Passed
Enabled
11 When an approval ticket is created, notify the Owner and AdminCc of
the item awaiting their approval
User Defined
Notify Owner
New Pending Approval
Enabled
So something may be been lost during an upgrade or for some other
reason. But as these are not files but data base entries, I’m not clear
on how to recover one.
Dave Close
Dave wrote, regarding the scrip in RT:
Well, I don’t see one. When I go to the scrips page, here’s the list it shows, reformatted to fit in this message. (Note that the first ten have no description.)
I went back to look closer at mine after your reply. Turns out I was most likely wrong. Mine has an ID of 24, which suggest that it was created post install…
So something may be been lost during an upgrade or for some other reason. But as these are not files but data base entries, I’m not clear on how to recover one.
You should be able to just create one:
Description: On Correspondence Notify Owner
Condition: On correspondence
Action: Notify Owner
Template: Global template: Correspondence
Stage: TransactionCreate
(I’m not sure if the last one should be create or batch – I’m hoping someone on the list can confirm this is right)
The only tweak I have made is to add this to the global correspondence template:
<URL: {$RT::WebBaseURL}/Ticket/Display.html?id={$Ticket->id} >
This simply adds a link back to our server at the end of the email, which makes it easy to get there…
Thanks,
Jok
Dave wrote, regarding the scrip in RT:
Well, I don’t see one. When I go to the scrips page, here’s the list it shows, reformatted to fit in this message. (Note that the first ten have no description.)
I went back to look closer at mine after your reply. Turns out I was most likely wrong. Mine has an ID of 24, which suggest that it was created post install…
If you’d like to be closer to ‘stock’ at stock RT 4.2 creates
On Correspond Notify Owner and AdminCcs
On Correspond
Notify Owner and AdminCcs
Admin Correspondence in HTML
This is covered in the UPGRADING-4.2 docs
http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html
search for “New installs will notify Ccs and one-time Ccs/Bccs on
create and Owners on create and correspond” to find the relevant
section.
We don’t automatically change existing installs because you might
already have a standalone Owner notification.
The only tweak I have made is to add this to the global correspondence template: <URL: {$RT::WebBaseURL}/Ticket/Display.html?id={$Ticket->id} >
This simply adds a link back to our server at the end of the email, which makes it easy to get there…
If you use the Admin Correspondence template rather than Correspondence,
you get this link for free (you may or may not want to hack up
Correspondence since it sends links out to your Requestors which may
confuse them if they don’t have RT access).
-kevin