Resolve not sending "Message" to requestors

Hi All,

My RT setup is v3.6.3 with all global scrips disabled. The queue I’m
working in has a scrip that fires when Status eq ‘resolved’ and the action
is to Notify Requestors with a boilerplate e-mail telling the requestor
that it was resolved and who resolved the ticket.

I have a ticket, Status = ‘open’. I view the ticket and click on the
Resolve link at the end of the menu bar. A message screen opens with
Status set to ‘resolved’ and “Update Type” set to “Comments (Not sent to
requestors)”. The Cc and Bcc fields are empty. In the lower part of the
screen are 2 informational messages: “This message will be sent to…” and
Messages about this ticket will not be sent to…" - neither of these
message has anything listed below it.

Ok. I want to resolve this ticket and type in a message that should be
sent to the requestor in addition to (or instead of) the one that gets sent
by the above scrip. So I change “Update Type” to “Reply to requestors”,
type my message into the “Message” field, and click on “Update Ticket”.

The ticket updates and the Results list says:

  • Message recorded
  • Ticket 407: Status changed from ‘open’ to ‘resolved’

The History shows
gleduc - Correspondence added (with the text of what I wanted sent in
the ‘resolved’ mail)
gleduc - Status changed from ‘open’ to 'resolved’
RT_System - Outgoing email recorded (this is the mail from my scrip)

The only message that is sent is the one from my scrip. The text that I
entered at the message screen (with Reply to requestors selected) gets
added to the ticket as correspondence instead of being mailed to the requestor.

What do I need to do in order to get the message that is entered on the
’Resolve’ screen sent to the requestor? When I look in the Transactions
table of the rt3 database, all I see are entries for the 3 "History"
entries. The usual case is for tickets to be resolved with no comments (by
an “OK” e-mail from the ticket owner), so how do I know that this time
there’s additional info (the Correspondence) that I need to include in the
close-out e-mail to the requestor?


Gene LeDuc, GSEC
Security Analyst
San Diego State University