Requestors recieving blank email after replying

RT Users
1

Hi,

We are having some trouble with using RT. Here is what is happening:

  1. Customer sends in email

  2. Customer receives auto-reply from us

  3. We reply to customer

  4. Customer replies to our email

  5. Immediately after customer replies to our email, they receive a blank

email from us with previous correspondence

There are 6 scrips we use (3 global and 3 queue specific)

Scrip 1

Condition: On Create

Action: Notify AdminCcs

Template: Global template: Correspondence

Stage: TransactionCreate

Scrip 2

Condition: On Comment

Action: Notify AdminCcs as Comment

Template: Global template: Correspondence

Stage: TransactionCreate

Scrip 3

Condition: On Correspond

Action: Open Tickets

Template: Global template: Blank

Stage: TransactionCreate

Scrip 4

Condition: On Corresond

Action: Notify AdminCcs

Template: Correspondence

Stage: TransactionCreate

Scrip 5

Condition: On Create

Action: Autoreply to Requestors

Template: Auto Reply

Stage: TransactionCreate

Scrip 6

Condition: On Correspond

Action: Notify Requestors

Template: Correspondence

Stage: TransactionCreate

Please let me know if more info. is necessary.

Thanks!!!

Darren Azman

Director of Business Development

stickK.com, LLC

tel: (866) 5-stickK ex.106

fax: (347) 584-1818

2

Hi,

We are having some trouble with using RT. Here is what is happening:

  1. Customer sends in email

  2. Customer receives auto-reply from us

  3. We reply to customer

  4. Customer replies to our email

  5. Immediately after customer replies to our email, they receive a blank

email from us with previous correspondence

I don’t understand what is “a blank email with previous
correspondence”. Can you describe it more?

There are 6 scrips we use (3 global and 3 queue specific)

As I understand requestor is not an AdminCc of a queue or ticket, so
most of scrips can be eliminated from the picture:

Scrip 3

Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

Scrip 5

Condition: On Create
Action: Autoreply to Requestors
Template: Auto Reply
Stage: TransactionCreate

Scrip 6

Condition: On Correspond
Action: Notify Requestors
Template: Correspondence
Stage: TransactionCreate

If NotifyActor option is set to true then requestor is notified with
his own email back.

Please let me know if more info. is necessary.

Thanks!!!

Darren Azman

Director of Business Development

stickK.com, LLC

tel: (866) 5-stickK ex.106

fax: (347) 584-1818

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

3

Thanks for the response.

Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It’s just an unnecessary email the user receives each time they reply.

I’m not sure what you mean by the “NotifyActor” option.

Any additional thoughts? Thanks.

Darren Azman
Director of Business Development
stickK.com, LLC
tel: (866) 5-stickK ex.106
fax: (347) 584-1818From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 21, 2008 11:57 PM
To: Darren Azman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Requestors recieving blank email after replying

Hi,

We are having some trouble with using RT. Here is what is happening:

  1. Customer sends in email

  2. Customer receives auto-reply from us

  3. We reply to customer

  4. Customer replies to our email

  5. Immediately after customer replies to our email, they receive a blank

email from us with previous correspondence

I don’t understand what is “a blank email with previous
correspondence”. Can you describe it more?

There are 6 scrips we use (3 global and 3 queue specific)

As I understand requestor is not an AdminCc of a queue or ticket, so
most of scrips can be eliminated from the picture:

Scrip 3

Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

Scrip 5

Condition: On Create
Action: Autoreply to Requestors
Template: Auto Reply
Stage: TransactionCreate

Scrip 6

Condition: On Correspond
Action: Notify Requestors
Template: Correspondence
Stage: TransactionCreate

If NotifyActor option is set to true then requestor is notified with
his own email back.

Please let me know if more info. is necessary.

Thanks!!!

Darren Azman

Director of Business Development

stickK.com, LLC

tel: (866) 5-stickK ex.106

fax: (347) 584-1818

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

4

Are you using Oracle DB?On Wed, Oct 22, 2008 at 9:01 AM, Darren Azman dazman@stickk.com wrote:

Thanks for the response.

Blank emails means that as soon as the user sends a response to our email, the user gets an auto-reply that has the same subject but a blank body other than the previous correspondence. It’s just an unnecessary email the user receives each time they reply.

I’m not sure what you mean by the “NotifyActor” option.

Any additional thoughts? Thanks.

Darren Azman
Director of Business Development
stickK.com, LLC
tel: (866) 5-stickK ex.106
fax: (347) 584-1818

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 21, 2008 11:57 PM
To: Darren Azman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Requestors recieving blank email after replying

On Wed, Oct 22, 2008 at 1:56 AM, Darren Azman dazman@stickk.com wrote:

Hi,

We are having some trouble with using RT. Here is what is happening:

  1. Customer sends in email

  2. Customer receives auto-reply from us

  3. We reply to customer

  4. Customer replies to our email

  5. Immediately after customer replies to our email, they receive a blank

email from us with previous correspondence

I don’t understand what is “a blank email with previous
correspondence”. Can you describe it more?

There are 6 scrips we use (3 global and 3 queue specific)

As I understand requestor is not an AdminCc of a queue or ticket, so
most of scrips can be eliminated from the picture:

Scrip 3

Condition: On Correspond
Action: Open Tickets
Template: Global template: Blank
Stage: TransactionCreate

Scrip 5

Condition: On Create
Action: Autoreply to Requestors
Template: Auto Reply
Stage: TransactionCreate

Scrip 6

Condition: On Correspond
Action: Notify Requestors
Template: Correspondence
Stage: TransactionCreate

If NotifyActor option is set to true then requestor is notified with
his own email back.

Please let me know if more info. is necessary.

Thanks!!!

Darren Azman

Director of Business Development

stickK.com, LLC

tel: (866) 5-stickK ex.106

fax: (347) 584-1818

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
Best regards, Ruslan.

Best regards, Ruslan.

5

Using mysql

Darren Azman
Director of Business Development
stickK.com, LLC
tel: (866) 5-stickK ex.106
fax: (347) 584-1818From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, October 22, 2008 2:48 AM
To: Darren Azman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Requestors recieving blank email after replying

Are you using Oracle DB?

6

I still haven’t gotten any response for this. Can anyone help? I would greatly appreciate it.

Thanks!From: Darren Azman [mailto:dazman@stickk.com]
Sent: Wednesday, October 22, 2008 10:35 AM
To: ‘Ruslan Zakirov’
Cc: ‘rt-users@lists.bestpractical.com’
Subject: RE: [rt-users] Requestors recieving blank email after replying

Using mysql

Darren Azman
Director of Business Development
stickK.com, LLC
tel: (866) 5-stickK ex.106
fax: (347) 584-1818

From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Wednesday, October 22, 2008 2:48 AM
To: Darren Azman
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Requestors recieving blank email after replying

Are you using Oracle DB?

7

I’m not sure what you mean by the “NotifyActor” option.

In your RT_SiteConfig.pm

Gordon