Same scrips but one does not send the autoreply to requestor

I have the exact same scrips on rt 3.8.2 for the two queues "config-change"
and “syshelp”

“syshelp” queue does autoreply w/ ticket number to the requester, but
"config-change" does not

Here are the scrips

87 On Comment Notify Owner as Comment with template Admin Comment
Imported from RT 2.0
159 On Comment Notify Other Recipients as Comment with template
Correspondence
On Comment Notify Other Recipients as Comment
6 On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Other Recipients
139 On Correspond Notify Owner with template Correspondence
On Correspond Notify Owner
130 On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Requestors and Ccs
1 On Correspond Open Tickets with template Blank
On Correspond Open Tickets
167 On Owner Change Notify Owner with template Transaction
Owner Change

Request is coming from same requester and I do not see on maillog of the RT
not even trying to reply when sending
a request to “config-change”, but for “syshelp” queue as soon as the ticket
is created (in rt.log) a email goes back as
a reply (in syslog)

How do I debug this?

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Hi everyone,

I’m trying to add what should be a simple scrip, and for some reason I’m blanking on how to do this, and I know it’s simple enough as I can’t find documentation on it J

Simply put, we migrated to 3.8.2 (a few months back) and I’d like to notify the queue owners on new tickets in the queue (direct creation or tickets moved to the queue), but not spam them with all the ticket emails by making them a watcher (like how rt 3.6.5 used to do). At the moment we have the queue owners set as watchers, but it’s a lot of extra email and things get lost occasionally…

Regards,
Cassandra Brockett

Check out the Barracuda Spam & Virus Firewall - offering the fastest
virus & malware protection in the industry: www.barracudanetworks.com/spam

http://wiki.bestpractical.com/view/EmailGroup ?On Wed, May 6, 2009 at 11:43 PM, Cassandra L. Brockett cbrockett@barracuda.com wrote:

Hi everyone,

I’m trying to add what should be a simple scrip, and for some reason I’m
blanking on how to do this, and I know it’s simple enough as I can’t find
documentation on it J

Simply put, we migrated to 3.8.2 (a few months back) and I’d like to notify
the queue owners on new tickets in the queue (direct creation or tickets
moved to the queue), but not spam them with all the ticket emails by making
them a watcher (like how rt 3.6.5 used to do). At the moment we have the
queue owners set as watchers, but it’s a lot of extra email and things get
lost occasionally…

Regards,

Cassandra Brockett


Check out the Barracuda Spam & Virus Firewall - offering the fastest virus &
malware protection in the industry: www.barracudanetworks.com/spam


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Best regards, Ruslan.

facepalm

I knew it would be something simple… giving that a try now… I’ve got it set to send email on ticket create, or queue change, let’s see what happens with that :slight_smile:

CassFrom: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: Wednesday, May 06, 2009 1:14 PM
To: Cassandra L. Brockett
Cc: rt-users Users
Subject: Re: [rt-users] Notify queue owners on new ticket or ticket closure

http://wiki.bestpractical.com/view/EmailGroup ?

was missing the autoreply scrip, duh!On Wed, May 6, 2009 at 3:28 PM, Asif Iqbal vadud3@gmail.com wrote:

I have the exact same scrips on rt 3.8.2 for the two queues "config-change"
and “syshelp”

“syshelp” queue does autoreply w/ ticket number to the requester, but
"config-change" does not

Here are the scrips

87 On Comment Notify Owner as Comment with template Admin Comment
Imported from RT 2.0
159 On Comment Notify Other Recipients as Comment with template
Correspondence
On Comment Notify Other Recipients as Comment
6 On Correspond Notify Other Recipients with template Correspondence
On Correspond Notify Other Recipients
139 On Correspond Notify Owner with template Correspondence
On Correspond Notify Owner
130 On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Requestors and Ccs
1 On Correspond Open Tickets with template Blank
On Correspond Open Tickets
167 On Owner Change Notify Owner with template Transaction
Owner Change

Request is coming from same requester and I do not see on maillog of the RT
not even trying to reply when sending
a request to “config-change”, but for “syshelp” queue as soon as the ticket
is created (in rt.log) a email goes back as
a reply (in syslog)

How do I debug this?


Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?