[rt-users] Scrip for email to owner when requester corresponds by email?
Is there an appropriate scrip which will forward correspondence from the ticket requester to the owner? At the moment the requester gets email on correspondence, but not the owner. I guess I need an 'On Correspond Notify Owner' scrip, but this must be a common enough requirement that I'm sure it must be covered by one of the built-in scrips. In short, I'd like the requestor and owner to be able to carry out correspondence entirely by email and only need to access the web interface for taking ownership and resolving tickets. I'm using 4.0.8. Any help appreciated. -- Liam Grettonliam.gret...@le.ac.uk Systems Specialisthttp://www.le.ac.uk/its IT Services Tel: +44 (0)116 2522254 University of Leicester, University Road Leicestershire LE1 7RH, United Kingdom
Re: [rt-users] Scrip for email to owner when requester corresponds by email?
I think you want 'NotifyActor' http://requesttracker.wikia.com/wiki/NotifyActor -- Nick Fennell ApplianSys Support Team Leader ApplianSys Limited University of Warwick Science Park Business Innovation Centre Harry Weston Road Coventry CV3 2TX t: +44 (0) 870 7707 789 s: nick-fennell www.appliansys.com Our sales team sells by referral: Less time looking for customers, more time looking after them Subscribe: http://eepurl.com/ibKtY On 21 Jan 2013, at 14:48, Liam Gretton wrote: > Is there an appropriate scrip which will forward correspondence from the > ticket requester to the owner? > > At the moment the requester gets email on correspondence, but not the owner. > I guess I need an 'On Correspond Notify Owner' scrip, but this must be a > common enough requirement that I'm sure it must be covered by one of the > built-in scrips. > > In short, I'd like the requestor and owner to be able to carry out > correspondence entirely by email and only need to access the web interface > for taking ownership and resolving tickets. > > I'm using 4.0.8. > > Any help appreciated. > > -- > Liam Grettonliam.gret...@le.ac.uk > Systems Specialisthttp://www.le.ac.uk/its > IT Services Tel: +44 (0)116 2522254 > University of Leicester, University Road > Leicestershire LE1 7RH, United Kingdom
[rt-users] Ticket owner doesn't receive replies if they're not in the queue
Hi, We're using RT 4.0.5. Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to another IT person, Fred, to solve, not realizing that Fred doesn't have access to queue Q1. The person works on the ticket and resolves it. Later, a user replies to the ticket, thereby reopening it. We all think that Fred is going to work on the ticket, so we ignore the email we all got. But it turns out that the reply doesn't go to Fred, because Fred can't see the Q1 queue. Doesn't that seem wrong? Shouldn't the owner of a ticket always get replies to that ticket? Is there some parameter in RT we can change? My apologies if this has been asked many times. Pointers to an answer would be much appreciated. Thanks, -Amir Karger
Re: [rt-users] Ticket owner doesn't receive replies if they're not in the queue
> -Original Message- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > > Sometimes, a ticket is sitting in queue Q1. We transfer the ticket to > another IT person, Fred, to solve, not realizing that Fred doesn't have > access to queue Q1. The person works on the ticket and resolves it. > Later, a user replies to the ticket, thereby reopening it. We all think > that Fred is going to work on the ticket, so we ignore the email we all > got. But it turns out that the reply doesn't go to Fred, because Fred > can't see the Q1 queue. > Hi You could create scrips to notify owner on comments and corresponds. In addition, you could also grand "SeeQueue" right to those who can be assigned as the owner and grant "SeeTicket" and other required access (i.e. ModifyTicket) to the Owner I believe both will work. The first one may be better when you intent to relay on Email instead of RT GUI, but if the doers are required to check the RT GUI frequently, the second method whit search showing "Thickets I own" would work -payam smime.p7s Description: S/MIME cryptographic signature
