On Correspond - Help Needed

RT Users
1

Hi,

I forward my RT requests to an external company and then reply to the
request with a ticket number.
So I setup a script to forward the ticket number onto requester but they
don’t get the emails.

My Script

Condition : On Correspond
Action: : Notify Requestors & CC
Template : Global Template : Correspondence
Stage : TransactionCreate

Anybody know what needs to be done to get this working ?

If I change the Condition to “On Transaction” the requester gets the emails.
I don’t want to use “On Transaction” because the requester gets too many
emails

View this message in context: http://requesttracker.8502.n7.nabble.com/On-Correspond-Help-Needed-tp54338.html

2

I forward my RT requests to an external company and then reply to the
request with a ticket number.
So I setup a script to forward the ticket number onto requester but they
don’t get the emails.

I replied to this question the first time you asked it and haven’t
seen a reply yet.

http://lists.bestpractical.com/pipermail/rt-users/2013-June/080637.html

This time you included your Scrip, but you still need to include your
debug logs.

-kevin

3

thanks for the reply. how do i go about getting the debug logs ? I am using linux redhat ?

Please keep replies on the mailing list (by obeying the Reply-To I
set).

http://bestpractical.com/rt/docs/latest/RT_Config.html#Logging

Generally setting $LogToScreen and reading your Apache logs is the
correct things to do.

-kevin> On Sun, Jun 16, 2013 at 04:12:26AM -0700, globo wrote:

I forward my RT requests to an external company and then reply to the
request with a ticket number.
So I setup a script to forward the ticket number onto requester but they
don’t get the emails.

I replied to this question the first time you asked it and haven’t
seen a reply yet.

[rt-users] Forwarding Request to External Address

This time you included your Scrip, but you still need to include your
debug logs.

My Script

Condition : On Correspond
Action: : Notify Requestors & CC
Template : Global Template : Correspondence
Stage : TransactionCreate

Anybody know what needs to be done to get this working ?

If I change the Condition to “On Transaction” the requester gets the
emails.
I don’t want to use “On Transaction” because the requester gets too many
emails