Respond on Correspond appears to not be working

Walkup_Thane · March 11, 2011, 9:09pm

Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it.

The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted.

The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows:

Condition: On Correspond
Action: Notify Requestors and Ccs as Comment
Template: Global template: Correspondence
Stage: TransactionCreate

I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions?

Thanks,
Thane

Michael_Steen · March 12, 2011, 12:03am

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the
person making the change.

Best,

MikeOn Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron)
There is an eventual plan to move to 3.8, but for now this is the version
we’re running, and we’re kind of stuck with it.

The main problem we’re experiencing is that when people hit the “reply”
button, the reply is not transmitted to the requestor of the ticket. Replies
are generated for creation and closing events, but correspondence is not
transmitted.

The scrip for the queue in question (it’s actually global, we’re running a
minimal system) is as follows:

Condition: On Correspond

Action: Notify Requestors and Ccs as Comment

Template: Global template: Correspondence

Stage: TransactionCreate

I admit a total ignorance of perl and the other “under the hood” stuff, but
the issue falls on my head to fix. Any suggestions?

Thanks,

Thane

Walkup_Thane · March 12, 2011, 12:07am

No.

Here’s the scenario I’m trying to set up:

```
  Requestor submits trouble request
```

  Requestor receives notification that a ticket has been created

  Technician responds to trouble request via RT, requestor receives the response

Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed.

Thanks,
ThaneFrom: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:04 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the person making the change.

Best,

Mike

Michael_Steen · March 12, 2011, 12:20am

Do you see " Outgoing email recorded" at the bottom of the ticket when you
reply (assuming you have the right)? Is anyone in the To: field there?

Mike Steen
Desktop and Customer Support Specialist
LiveText, Inc.
michael.steen@livetext.comOn Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

No.

Here’s the scenario I’m trying to set up:
  Requestor submits trouble request
  Requestor receives notification that a ticket has been created
  Technician responds to trouble request via RT, requestor receives
the response

Step 3 is where things are going wrong; no response is being sent to the
original creator of the ticket. They are, however receiving notifications
when the ticket is created and when it is closed.

Thanks,

Thane

From: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:04 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the
person making the change.

Best,

Mike

On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron)
There is an eventual plan to move to 3.8, but for now this is the version
we’re running, and we’re kind of stuck with it.

The main problem we’re experiencing is that when people hit the “reply”
button, the reply is not transmitted to the requestor of the ticket. Replies
are generated for creation and closing events, but correspondence is not
transmitted.

The scrip for the queue in question (it’s actually global, we’re running a
minimal system) is as follows:

Condition: On Correspond

Action: Notify Requestors and Ccs as Comment

Template: Global template: Correspondence

Stage: TransactionCreate

I admit a total ignorance of perl and the other “under the hood” stuff, but
the issue falls on my head to fix. Any suggestions?

Thanks,

Thane

Walkup_Thane · March 12, 2011, 12:31am

Good point, I am only seeing the “outgoing email recorded” message on ticket creation and closure. I thought the “On Correspond” event logged correspondence submitted via the web interface; was I wrong?

Thanks,
ThaneFrom: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:20 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Do you see " Outgoing email recorded" at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there?

Mike Steen
Desktop and Customer Support Specialist
LiveText, Inc.
michael.steen@livetext.com mailto:michael.steen@livetext.com

Michael_Steen · March 12, 2011, 1:55am

The scrip you created looks fine for what you are attempting to do. I
cannot replicate the problem on my own queue with the same scrip - it works
fine over here.On Fri, Mar 11, 2011 at 6:31 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

Good point, I am only seeing the “outgoing email recorded” message on
ticket creation and closure. I thought the “On Correspond” event logged
correspondence submitted via the web interface; was I wrong?

Thanks,

Thane

From: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:20 PM

To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Do you see " Outgoing email recorded" at the bottom of the ticket when you
reply (assuming you have the right)? Is anyone in the To: field there?

Mike Steen
Desktop and Customer Support Specialist
LiveText, Inc.
michael.steen@livetext.com

On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

No.

Here’s the scenario I’m trying to set up:
  Requestor submits trouble request
  Requestor receives notification that a ticket has been created
  Technician responds to trouble request via RT, requestor receives
the response

Step 3 is where things are going wrong; no response is being sent to the
original creator of the ticket. They are, however receiving notifications
when the ticket is created and when it is closed.

Thanks,

Thane

From: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:04 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the
person making the change.

Best,

Mike

On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron)
There is an eventual plan to move to 3.8, but for now this is the version
we’re running, and we’re kind of stuck with it.

The main problem we’re experiencing is that when people hit the “reply”
button, the reply is not transmitted to the requestor of the ticket. Replies
are generated for creation and closing events, but correspondence is not
transmitted.

The scrip for the queue in question (it’s actually global, we’re running a
minimal system) is as follows:

Condition: On Correspond

Action: Notify Requestors and Ccs as Comment

Template: Global template: Correspondence

Stage: TransactionCreate

I admit a total ignorance of perl and the other “under the hood” stuff, but
the issue falls on my head to fix. Any suggestions?

Thanks,

Thane

Jose_Diaz · March 12, 2011, 4:10am

Hi Thane.

If you restart the webserver the problem still remains?

José.

P.D.: which rithts must be enabled to show the “outgoing email” messages?-----Original Message-----
From: “Walkup, Thane” TWalkup@sccd.ctc.edu
Sender: rt-users-bounces@lists.bestpractical.com
Date: Sat, 12 Mar 2011 00:31:25
To: michael.steen@livetext.com michael.steen@livetext.com
Cc: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Good point, I am only seeing the “outgoing email recorded” message on ticket creation and closure. I thought the “On Correspond” event logged correspondence submitted via the web interface; was I wrong?

Thanks,
Thane

From: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:20 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Do you see " Outgoing email recorded" at the bottom of the ticket when you reply (assuming you have the right)? Is anyone in the To: field there?

Mike Steen
Desktop and Customer Support Specialist
LiveText, Inc.
michael.steen@livetext.com mailto:michael.steen@livetext.com

On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane <TWalkup@sccd.ctc.edumailto:TWalkup@sccd.ctc.edu> wrote:
No.

Here’s the scenario I’m trying to set up:

```
  Requestor submits trouble request
```

  Requestor receives notification that a ticket has been created

  Technician responds to trouble request via RT, requestor receives the response

Step 3 is where things are going wrong; no response is being sent to the original creator of the ticket. They are, however receiving notifications when the ticket is created and when it is closed.

Thanks,
Thane

From: Michael Steen [mailto:michael.steen@livetext.com mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:04 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the person making the change.

Best,

Mike
On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane <TWalkup@sccd.ctc.edumailto:TWalkup@sccd.ctc.edu> wrote:
Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron) There is an eventual plan to move to 3.8, but for now this is the version we’re running, and we’re kind of stuck with it.

The main problem we’re experiencing is that when people hit the “reply” button, the reply is not transmitted to the requestor of the ticket. Replies are generated for creation and closing events, but correspondence is not transmitted.

The scrip for the queue in question (it’s actually global, we’re running a minimal system) is as follows:

Condition: On Correspond
Action: Notify Requestors and Ccs as Comment
Template: Global template: Correspondence
Stage: TransactionCreate

I admit a total ignorance of perl and the other “under the hood” stuff, but the issue falls on my head to fix. Any suggestions?

Thanks,
Thane

Michael_Steen · March 13, 2011, 4:11pm

Thane,

Be sure to test your scrip using a requestor email address that is not the
same as the email address assigned to the RT account that is making the
reply. I will be interested to find out what the issue was when you uncover
it!

José,

The right is called ShowOutgoingEmail.

Best,

Mike2011/3/11 José Gregorio Díaz Unda xt4mhz@yahoo.com

Hi Thane.

If you restart the webserver the problem still remains?

José.

P.D.: which rithts must be enabled to show the “outgoing email” messages?

Enviado desde mi dispositivo movil BlackBerry® de Digitel.

*From: * “Walkup, Thane” TWalkup@sccd.ctc.edu
*Sender: * rt-users-bounces@lists.bestpractical.com
*Date: *Sat, 12 Mar 2011 00:31:25 +0000
*To: *michael.steen@livetext.commichael.steen@livetext.com
*Cc: *rt-users@lists.bestpractical.comrt-users@lists.bestpractical.com
*Subject: *Re: [rt-users] Respond on Correspond appears to not be working

Good point, I am only seeing the “outgoing email recorded” message on
ticket creation and closure. I thought the “On Correspond” event logged
correspondence submitted via the web interface; was I wrong?

Thanks,

Thane

From: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:20 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Do you see " Outgoing email recorded" at the bottom of the ticket when you
reply (assuming you have the right)? Is anyone in the To: field there?

Mike Steen
Desktop and Customer Support Specialist
LiveText, Inc.
michael.steen@livetext.com

On Fri, Mar 11, 2011 at 6:07 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

No.

Here’s the scenario I’m trying to set up:
  Requestor submits trouble request
  Requestor receives notification that a ticket has been created
  Technician responds to trouble request via RT, requestor receives
the response

Step 3 is where things are going wrong; no response is being sent to the
original creator of the ticket. They are, however receiving notifications
when the ticket is created and when it is closed.

Thanks,

Thane

From: Michael Steen [mailto:michael.steen@livetext.com]
Sent: Friday, March 11, 2011 4:04 PM
To: Walkup, Thane
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Is the requestor the same person who is making the reply?

By default, the $NotifyActor setting does not send correspondence to the
person making the change.

Best,

Mike

On Fri, Mar 11, 2011 at 3:09 PM, Walkup, Thane TWalkup@sccd.ctc.edu wrote:

Greetings,

Version info: RT 3.6.5 running on Ubuntu; kernel 2.6.24-28. (Hardy Heron)
There is an eventual plan to move to 3.8, but for now this is the version
we’re running, and we’re kind of stuck with it.

The main problem we’re experiencing is that when people hit the “reply”
button, the reply is not transmitted to the requestor of the ticket. Replies
are generated for creation and closing events, but correspondence is not
transmitted.

The scrip for the queue in question (it’s actually global, we’re running a
minimal system) is as follows:

Condition: On Correspond

Action: Notify Requestors and Ccs as Comment

Template: Global template: Correspondence

Stage: TransactionCreate

I admit a total ignorance of perl and the other “under the hood” stuff, but
the issue falls on my head to fix. Any suggestions?

Thanks,

Thane

Jose_Diaz · March 13, 2011, 11:45pm

Thanks Michael.

José.From: Michael Steen michael.steen@livetext.com
Date: Sun, 13 Mar 2011 11:11:29
To: xt4mhz@yahoo.com
Reply-To: michael.steen@livetext.com
Cc: Walkup, ThaneTWalkup@sccd.ctc.edu; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Respond on Correspond appears to not be working

Thane,

Be sure to test your scrip using a requestor email address that is not the
same as the email address assigned to the RT account that is making the
reply. I will be interested to find out what the issue was when you uncover
it!

José,

The right is called ShowOutgoingEmail.

Best,

Mike