Reply to requestors not sending emails

RT Users
1

Hi,

As far as I know RT should send an email to the requestor when Reply is chosen as an Action or "Comment"and then “Reply to requestor” is chosen.

This is not my case, if I create a new Scrips with “Send an email on Comment” work perfectly, but sometimes I don’t want to send everything to the requestor, just replying to it.

Do I have to create a specific Scrip for it or it comes by default?

I’m using RT 4.0.8.

Thank you.

2

Hi,

I’m not 100% sure about your question, but if you are asking if you can
update a ticket
without sending a reply to the requestor? Then all you need to do is
select the Comment action and leave
the update type set to Comments (Not sent to requestors).

If I have miss understood your question please send further details on
what you are trying to achieve.

Best Regards

MartinOn 2012-12-19 19:56, charlycr74@yahoo.com.ar wrote:

Hi,

As far as I know RT should send an email to the requestor when Reply
is chosen as an Action or "Comment"and then “Reply to requestor” is
chosen.

This is not my case, if I create a new Scrips with “Send an email on
Comment” work perfectly, but sometimes I don’t want to send
everything
to the requestor, just replying to it.

Do I have to create a specific Scrip for it or it comes by default?

I’m using RT 4.0.8.

Thank you.

!DSPAM:9,50d214dc33233521092242!

3

Hi,

Thank you for your answer. I probably didn’t explain clearly where my problem is.

I do want to send an email to the “requestor” when I click on Reply or “Reply to requestor”, but with the configuration I have now it never sends the email out.

If I create a new Scrip to send emails on comments, it will send it always, selecting either Reply to requestor or Comment.

Thank you!De: Martin Wheldon martin.wheldon@greenhills-it.co.uk
Para: rt-users@lists.bestpractical.com
Enviado: jueves, 20 de diciembre de 2012 4:17
Asunto: Re: [rt-users] Reply to requestors not sending emails

Hi,

I’m not 100% sure about your question, but if you are asking if you can
update a ticket
without sending a reply to the requestor? Then all you need to do is
select the Comment action and leave
the update type set to Comments (Not sent to requestors).

If I have miss understood your question please send further details on
what you are trying to achieve.

Best Regards

Martin

4

Hi,
I found the problem, by mistake when I installed it I removed the scrip #6 (On Correspond Notify Requestors and Ccs), I readded it and work perfectly now.

Thank you!De: “charlycr74@yahoo.com.ar” charlycr74@yahoo.com.ar
Para: “martin.wheldon@greenhills-it.co.uk” martin.wheldon@greenhills-it.co.uk; “rt-users@lists.bestpractical.com” rt-users@lists.bestpractical.com
Enviado: jueves, 20 de diciembre de 2012 13:23
Asunto: Re: [rt-users] Reply to requestors not sending emails

Hi,

Thank you for your answer. I probably didn’t explain clearly where my problem is.

I do want to send an email to the “requestor” when I click on Reply or “Reply to requestor”, but with the configuration I have now it never sends the email out.

If I create a new Scrip to send emails on comments, it will send it always, selecting either Reply to requestor or Comment.

Thank you!

De: Martin Wheldon martin.wheldon@greenhills-it.co.uk
Para: rt-users@lists.bestpractical.com
Enviado: jueves, 20 de diciembre de 2012 4:17
Asunto: Re: [rt-users] Reply to requestors not sending emails

Hi,

I’m not 100% sure about your question, but if you are asking if you can
update a ticket
without sending a reply to the requestor? Then all you need to do is
select the Comment action and leave
the update type set to Comments (Not sent to requestors).

If I have miss understood your question please send further details on
what you are trying to achieve.

Best Regards

Martin

Hi,

As far as I know RT should send an email to the requestor when Reply
is
chosen as an Action or "Comment"and then “Reply to requestor” is
chosen.

This is not my case, if I create a new Scrips with “Send an email on
Comment” work perfectly, but sometimes I don’t want to send
everything
to the requestor, just replying to it.

Do I have to create a specific Scrip for it or it comes by default?

I’m using RT 4.0.8.

Thank you.

!DSPAM:9,50d214dc33233521092242!

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