Scrip for email to owner when requester corresponds by email?

RT Users
1

Is there an appropriate scrip which will forward correspondence from the
ticket requester to the owner?

At the moment the requester gets email on correspondence, but not the
owner. I guess I need an ‘On Correspond Notify Owner’ scrip, but this
must be a common enough requirement that I’m sure it must be covered by
one of the built-in scrips.

In short, I’d like the requestor and owner to be able to carry out
correspondence entirely by email and only need to access the web
interface for taking ownership and resolving tickets.

I’m using 4.0.8.

Any help appreciated.

Liam Gretton liam.gretton@le.ac.uk
Systems Specialist http://www.le.ac.uk/its
IT Services Tel: +44 (0)116 2522254
University of Leicester, University Road
Leicestershire LE1 7RH, United Kingdom

2

I think you want ‘NotifyActor’

http://requesttracker.wikia.com/wiki/NotifyActor

Nick Fennell
ApplianSys Support Team Leader

ApplianSys Limited
University of Warwick Science Park
Business Innovation Centre
Harry Weston Road
Coventry CV3 2TX

t: +44 (0) 870 7707 789
s: nick-fennell

Our sales team sells by referral:
Less time looking for customers, more time looking after them

Subscribe: EepURL - A Mailchimp Service 21 Jan 2013, at 14:48, Liam Gretton liam.gretton@leicester.ac.uk wrote:

Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner?

At the moment the requester gets email on correspondence, but not the owner. I guess I need an ‘On Correspond Notify Owner’ scrip, but this must be a common enough requirement that I’m sure it must be covered by one of the built-in scrips.

In short, I’d like the requestor and owner to be able to carry out correspondence entirely by email and only need to access the web interface for taking ownership and resolving tickets.

I’m using 4.0.8.

Any help appreciated.

–
Liam Gretton liam.gretton@le.ac.uk
Systems Specialist Sign in to your account
IT Services Tel: +44 (0)116 2522254
University of Leicester, University Road
Leicestershire LE1 7RH, United Kingdom

3

Is there an appropriate scrip which will forward correspondence from the
ticket requester to the owner?

Ok, it’s trivial once you know how.

I created a new scrip:

Description: On Correspond Notify Owner
Condition: On Correspond
Action: Notify Owner
Template: Global template: Correspondence
Stage: TransactionCreate

…and for good measure added one for comments:

Description: On Comment Notify Owner as Comment
Condition: On Comment
Action: Notify Owner as Comment
Template: Global template: Correspondence
Stage: TransactionCreate

Liam Gretton liam.gretton@le.ac.uk
Systems Specialist Sign in to your account
IT Services Tel: +44 (0)116 2522254
University of Leicester, University Road
Leicestershire LE1 7RH, United Kingdom