Hi Kenn,
I found the following code Action::Notify and I think it explains why
you're seeing this behavior.
#Strip the sender out of the To, Cc and AdminCc and set the
# recipients fields used to build the message by the superclass.
# unless a flag is set
if ($RT::NotifyActor) {
@{ $self->{'To'} } = @To;
@{ $self->{'Cc'} } = @Cc;
@{ $self->{'Bcc'} } = @Bcc;
}
else {
@{ $self->{'To'} } = grep ( lc $_ ne lc $creator, @To );
@{ $self->{'Cc'} } = grep ( lc $_ ne lc $creator, @Cc );
@{ $self->{'Bcc'} } = grep ( lc $_ ne lc $creator, @Bcc );
}
If $RT::NotifyActor is not set, then the creator of the transaction (and
with a ticket creation transaction, this is the creator of the ticket) is
removed from the To, CC, and Bcc lists. If $RT::NotifyActor is set then
the To, Cc, and Bcc lists are not modified. I think I read somewhere that
$RT::NotifyActor is set in the site config file.
Regards,
Gene
At 01:33 PM 6/20/2007, Kenneth Crocker wrote:
To all,
I have just run into an interesting problem (for me anyway). We
have several notification scrips, all of which specify the action "Notify
Requestor" for such conditions as when the ticket status changes and a
few others. In ALL cases, the E_mail gets sent to the requestor and is
also recorded in the ticket history. All well and good. The scrip we use
for ticket creation specifies "AutoReply to Requestor" and that, too,
works as expected. In an effort to create a little consistency, I changed
the action for the "on create" scrip from "AutoReply to Requestor" to
"Notify Requestor". Goodness! You'd think I had cut the power to the Dow
Jones Industrial. Nobody got any E-mails, anywhere and nothing was
recorded into the ticket history when a ticket was created. This is a
Global scrip so I guess I really messed up. I couldn't find any
difference (relevent to the Requestor getting E_mail) in the description
of the two actions in the RT Essentials book (again, I think this book
REALLY NEEDS be re-written). So, my question is, "does anyone know why
this change should make such a difference in the result?" I really
thought the two were a bit redundant, but obviously not. help???
Kenn
LBNL
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Gene LeDuc, GSEC
Security Analyst
San Diego State University
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