What are the default scrips for RT in v 3.6?

I keep having an on going issue with the CC of an correspondence not
getting an email. What are some of the key things I should look over?

I have it currently set to:

Event = On Correspondence

Action = Send correspondence to Requestor and CC.

Template = Correspondence Template.

Comments? It appears to work randomly.

-Mark Grob

I believe a CC entered manually on the reply screen is considered an
"Other" for the purposes of scrips. You will need an On Correspond
Notify Others with Template Correspondence scrip. I’m not on VPN so I
can’t check my setup at the moment though.

Mark Grob wrote:

I keep having an on going issue with the CC of an correspondence not
getting an email. What are some of the key things I should look over?

I have it currently set to:

Event = On Correspondence

Action = Send correspondence to Requestor and CC.

Template = Correspondence Template.

Comments? It appears to work randomly.

-Mark Grob


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Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

Mark,

"CC" recipients have to be the "CC - Watcher" for a queue. A "CC" on 

a ticket is considered an “Other”. This distinction is to separate those
that are ALWAYS interested in copies of correspondence for ALL tickets
(Watcher) in a Queue and those that are only interested in copies of
correspondence on specific tickets, hence, an “other”. You have to have
a notification scrip for both if you want them all to get their copies.

Kenn
LBNLOn 3/31/2009 7:13 PM, Mark Grob wrote:

I keep having an on going issue with the CC of an correspondence not
getting an email. What are some of the key things I should look over?

I have it currently set to:

Event = On Correspondence

Action = Send correspondence to Requestor and CC.

Template = Correspondence Template.

Comments? It appears to work randomly.

-Mark Grob


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

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com