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List:       rt-users
Subject:    Re: [rt-users] Notifying Ticket Owners of email updates
From:       Kevin Falcone <falcone () bestpractical ! com>
Date:       2013-01-25 17:23:06
Message-ID: 20130125172306.GR1493 () jibsheet ! com
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On Fri, Jan 25, 2013 at 04:27:57PM +0000, Michael O' Brien wrote:
> I currently have a script setup for the queue , but it doesn't work. 
> 
> Condition : On Correspond
> Action    : Notify Owner 
> Template : My Own
> Stage     : TranscationCreate  
> 
> I just need to notify the owner of the ticket via email when the users reply to the \
> ticket update. 
> Eg. 
> 1. A User logs the request to the helpdesk
> 2. The user gets a email in outlook with the ticket number
> 3. An RT administrator takes ownership of the ticket in the RT Request tracker \
> tool.  4. The RT administrator adds a reply to the ticket , which the requestor \
> gets via email in outlook.  5. The requestors reply's to the owners ticket update \
> on outlook via a email.  6. The ticket gets updated on the RT request tracker. 
> 
> 
> - I need the owner of the RT ticket to get the update on his outlook , so he \
> doesn't have to log into the RT tool to check if the user updated the ticket.  
> 
> Does anyone know any way of doing this ?


Turn your logging to debug and show what it says when the Requestor
replies.

If you're testing this with yourself as the Requestor and the Owner,
then as noted on the thread you will need to change NotifyActor,
otherwise RT won't send you mail.

-kevin


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