We just upgraded from RT2 (very old) to RT 3.4.4 and for some reason when we
reply to a
ticket, the reply to requestors never happen. We can submit a new ticket via
email no problem, so incoming, the mailgate is working well, but outgoing, it
doesn’t do anything but the autoreply we set up. The autoreply does work, so
the issue is not sendmail.
Also, on the replying screen there are two buttons, “Update Ticket” and “Save
Changes”, which one should we be using to correspond with our requestors?? Save
changes appears to do nothing useful and update ticket, seems to do something,
but no dialog returned that confirms message sent.
We’re running Redhat 4 EL with Apache 2.
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
We just upgraded from RT2 (very old) to RT 3.4.4 and for some reason when we
reply to a
ticket, the reply to requestors never happen. We can submit a new ticket via
email no problem, so incoming, the mailgate is working well, but outgoing, it
doesn’t do anything but the autoreply we set up. The autoreply does work, so
the issue is not sendmail.
Also, on the replying screen there are two buttons, “Update Ticket” and “Save
Changes”, which one should we be using to correspond with our requestors?? Save
changes appears to do nothing useful and update ticket, seems to do something,
but no dialog returned that confirms message sent.
We’re running Redhat 4 EL with Apache 2.
Do you have a Scrip with the description:
On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —
Yes, and have is set as Global scrip.
Do you have RT configured to record outgoing e-mail?
— end of quote —
I believe so, I sent your question to the server admin. We do receive a message
when we resolve a ticket, but no content, when we reply to one. Really strange.
Are any outgoing e-mails recorded in your tickets? (should have a [show] link)
Also, always CC rt-users. Everyone should be able to participate in the discussion.
Date: 31 Oct 2005 13:50:26 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)
— You wrote:
Do you have a Scrip with the description:
On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —
Yes, and have is set as Global scrip.
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
— End of forwarded text —
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
$BB|’ RT 3.4.4 Copyright 1996-2005 Best Practical Solutions, LLC.
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
— End of forwarded text —
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
Date: 31 Oct 2005 14:22:58 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)
— You wrote:On Mon, Oct 31, 2005 at 02:16:32PM -0500, Anthony D. Green wrote:
— You wrote:
On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote:
— You wrote:
Do you have a Scrip with the description:
On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —
Yes, and have is set as Global scrip.
Do you have RT configured to record outgoing e-mail?
— end of quote —
maybe this helps:
RT Variables
This is the one I was looking for:
RT::RecordOutgoingEmail 1
So are the e-mails you expect to be sent recorded in the ticket?
— end of quote —
No we don’t see that
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
— End of forwarded text —
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
Date: 31 Oct 2005 14:38:04 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)
— You wrote:
Are any of the outgoing e-mails recorded, such as the auto-reply on
ticket creation?
— end of quote —
No. not on create, but we do get a string of correspondence…I was set as
a watcher on a queue for a while and do receive mail as a watcher OnCreate
notify Admins with Template Transaction, so that is/was working. We normally
get way too many tickets to be notified each time.
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
— End of forwarded text —
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
Date: 31 Oct 2005 14:39:19 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)
— You wrote:
Are any of the outgoing e-mails recorded, such as the auto-reply on
ticket creation?
— end of quote —
I just readded myself as a watcher to see if it still works.
By the way-thanks for responding.
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.
— End of forwarded text —
When the box said “requires Windows XP or better,” I installed Linux!
Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755
603-646-0974
Fax 603-646-1600
IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.
This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.