I'm not sure what you got out of the box or if someone deleted a global
scrip, but I’ll walk you thru it. By the way, There are may
installations (like ours) that do not want all sorts of Email filling up
their inbox, so we have kept our Global notifications to a minimum and
set them up on a queue by queue basis. To set up a “global” notification
scrip navigate thus: Configuration->Global->Scrips. Enter a name for the
scrip like “Notify Owner on Correspondence”. On the condition line
select “On Correspond” and for the action, select “Notify Owner” (as
opposed to “Notify Owner as comment”. The latter will leave the
correspondence in the history, but no Email sent out). Then select a
template (like Global: Correspondence) and then hit create.
Try to keep in mind that RT gives each installation the ability to do
all sorts of customization and the “built-in” stuff (like Email
notifications) is kept to a minimum. If you have any trouble with this,
let me know. Hope this helps.
LBNLOn 1/26/2009 4:27 PM, Jerrad Pierce wrote:
Is there some reason RT doesn’t automatically notify owners of correspondence
(and comments if they have ACLs) out of the box? I checked the list archives,
and there’re some comments about rolling your own scrips, but that’s not very
intuitive. There’s very little in the book either (a table entry in
the CSR example).
Worse, it sounds like a PITA to do yourself if you (reasonably) want to avoid
potential duplicate notices.
I’ve been looking at the “Scrips an Recipients” box, but it never
really stuck that the
owner wasn’t listed; because, really, why wouldn’t he be notified?? I
our 3.8.1 installation, and the owner definitely does not receive
to DWIMmery. This would, incidentally, explain why our apparently unresponsive
consultant is unresponsive…
–shocked in awe