Notifying Ticket Owners of email updates

RT Users
1

Hi,

When a ticket gets logged the requester receives a email with the ticket
number and also the option to reply to the email to update the request.

I need to be able to notify the owner of the ticket when the request gets
updated by email. Does anyone know the script or have a template to allow
this ?

View this message in context: http://requesttracker.8502.n7.nabble.com/Notifying-Ticket-Owners-of-email-updates-tp52491.html

2

Hi,

When a ticket gets logged the requester receives a email with the ticket
number and also the option to reply to the email to update the request.

I need to be able to notify the owner of the ticket when the request gets
updated by email. Does anyone know the script or have a template to allow
this ?

Are you looking for NotifyActor?

By default, RT doesn’t notify the person who performs an update, as they

already know what they’ve done. If you’d like to change this behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 1);

3

When a ticket gets logged the requester receives a email with the ticket
number and also the option to reply to the email to update the request.

I need to be able to notify the owner of the ticket when the request gets
updated by email. Does anyone know the script or have a template to allow
this ?

Add a new scrip, On Correspond Notify Owner (or On Create Notify
Owner).

-kevin

4

Hi Kevin,

I currently have a script setup for the queue , but it doesn’t work.

Condition : On Correspond
Action : Notify Owner
Template : My Own
Stage : TranscationCreate

I just need to notify the owner of the ticket via email when the users reply to the ticket update.

Eg.

  1. A User logs the request to the helpdesk
  2. The user gets a email in outlook with the ticket number
  3. An RT administrator takes ownership of the ticket in the RT Request tracker tool.
  4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook.
  5. The requestors reply’s to the owners ticket update on outlook via a email.
  6. The ticket gets updated on the RT request tracker.
  • I need the owner of the RT ticket to get the update on his outlook , so he doesn’t have to log into the RT tool to check if the user updated the ticket.

Does anyone know any way of doing this ?-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: 25 January 2013 15:56
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notifying Ticket Owners of email updates

On Fri, Jan 25, 2013 at 06:48:23AM -0800, globo wrote:

When a ticket gets logged the requester receives a email with the
ticket number and also the option to reply to the email to update the request.

I need to be able to notify the owner of the ticket when the request
gets updated by email. Does anyone know the script or have a template
to allow this ?

Add a new scrip, On Correspond Notify Owner (or On Create Notify Owner).

-kevin

5

I currently have a script setup for the queue , but it doesn’t work.

Condition : On Correspond
Action : Notify Owner
Template : My Own
Stage : TranscationCreate

I just need to notify the owner of the ticket via email when the users reply to the ticket update.

Eg.

  1. A User logs the request to the helpdesk
  2. The user gets a email in outlook with the ticket number
  3. An RT administrator takes ownership of the ticket in the RT Request tracker tool.
  4. The RT administrator adds a reply to the ticket , which the requestor gets via email in outlook.
  5. The requestors reply’s to the owners ticket update on outlook via a email.
  6. The ticket gets updated on the RT request tracker.
  • I need the owner of the RT ticket to get the update on his outlook , so he doesn’t have to log into the RT tool to check if the user updated the ticket.

Does anyone know any way of doing this ?

Turn your logging to debug and show what it says when the Requestor
replies.

If you’re testing this with yourself as the Requestor and the Owner,
then as noted on the thread you will need to change NotifyActor,
otherwise RT won’t send you mail.

-kevin