Ticket owner not receiving email copies of ticket transactions

RT Users
1

Hi folks,

Please pardon this basic question. It’s my understanding that a
ticket’s owner is automatically a watcher for that ticket. However, in
my new RT 3.6.0 installation (RHEL/Apache/MySQL), owners are not
being copied, although all the other watchers (such as cc: and
admincc: group members for the queue) are being copied.

To add to the mystification, when the owner of a ticket is changed,
the new owner is notified, but receives no further transaction cc’s
from the ticket.

I have scoured the O’Reilly book, the Wiki, and Googled widely, but
can’t figure out what I doing wrong. Does anybody have an idea?

Much thanks,
Tom Davey

Tom Davey
tom@tomdavey.com
New York NY USA

2

Tom,

Beside the obvious advice to check the privileges set up for the

requestor and Owner, etc. You should make sure that the notifications
set up for that particular Queue are correct. What do you have for
rights and notifications?

Kenn
LBNL

Tom Davey wrote:

3

Hi Ken,

Thanks so much for the response. Pointing me to the notifications was a
big help. I have the following 10 global scrips. None of them mentions
notifying the Owner role upon ticket creation or ticket
correspondence, only when the owner changes (scrip #2).

So, should I perhaps create two more global scrips to get the Owner
notifications I’m looking for?

Thanks much,
Tom

• (Scrip #1)
On Correspond Open Tickets with template Blank
• (Scrip #2)
On Owner Change Notify Owner with template Transaction
• (Scrip #3)
On Create Autoreply To Requestors with template Autoreply
• (Scrip #4)
On Create Notify AdminCcs with template Transaction
• (Scrip #5)
On Correspond Notify AdminCcs with template Admin Correspondence
• (Scrip #6)
On Correspond Notify Requestors and Ccs with template Correspondence
• (Scrip #7)
On Correspond Notify Other Recipients with template Correspondence
• (Scrip #8)
On Comment Notify AdminCcs as Comment with template Admin Comment
• (Scrip #9)
On Comment Notify Other Recipients as Comment with template Correspondence
• (Scrip #10)
On Resolve Notify Requestors with template Resolved

Tom Davey
tom@tomdavey.com
New York NY USA

4

I wrote:

So, should I perhaps create two more global scrips to get the Owner
notifications I’m looking for?

And that’s what I did. “Problem” fixed. Thanks all.

Tom

Tom Davey
tom@tomdavey.com
New York NY USA

5

How do I migrate my attachments from one host another
host. I have successfuly migrate RT but my attachments
are missing.

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