Owner not in the most scrips?

RT Users
1

We’re just in the process of testing and tracking down the detail on
this, but it appears that the owner of a ticket isn’t included in most
of the default scrips (RT3.06), and thus doesn’t get most notifications.
Do I misunderstand or is this accurate?

(Again, with the default scrips:)
It seems that the owner gets notified when it is assigned to him and
when it is resolved, and that’s it.

Further, examining the default actions (as documented in the draft
manual) and the list of items in the action pulldown on a scrip, it
appears that there are no groupings that include the owner. (The manual
talks about “Notify All Watchers” but that isn’t in 3.0.6 (upgraded from
3.0.4), it appears.).

This means that we need to add scrips to notify the owner explicitly on
all the appropriate conditions…

Did I get it right?

2

Jim Rowan wrote:

Further, examining the default actions (as documented in the draft
manual) and the list of items in the action pulldown on a scrip, it
appears that there are no groupings that include the owner. (The manual
talks about “Notify All Watchers” but that isn’t in 3.0.6 (upgraded from
3.0.4), it appears.).

NotifyAllWatchers was unfortunately named. It has since been renamed
to the somewhat more intuitive “Notify Requestors, Ccs and AdminCcs”
which better explains what it does.

An owner isn’t necessarily a watcher. However you should find “Notify
Owner” and “Notify Owner as Comment” scrips which do what you want.

Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
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