NotifyOwner

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Desired behavior:

Send email to ticket owner when ticket is created or ownership of an existing ticket is modified.

Solution:

This is a two part solution, both can be accomplished with the default installation of RT 3.0.10 or better.

  1. Send email to owner when a ticket is created. If a ticket has been created through the Web interface, the requestor can select an owner from the drop down list. When an owner is selected, and the ticket created, you'll want to send the owner an email notice that they've got a new ticket to deal with. Go to the Configuration panel and add either a global or local scrip as follows: a. Create a NEW scrip. b. Description: On Create Notify Owner c. Condition: On Create d. Action: Notify Owner e. Stage: TransactionCreate f. Template: Global template: Transaction (or make your own) g. Press submit
  2. Send email to the new owner of a ticket when the ownership has been changed. Go to the Configuration pane and add either a global or local scrip as follows: a. Create a NEW scrip. b. Description: On Owner Change Notify New Owner c. Condition: On Owner Change d. Action: Notify Owner e. Stage: TransactionCreate f. Template: Global template: Transaction (or make your own) g. Press submit

That's it. You're all ready to go. New ticket owners will receive email notification in the above two cases.

* It does not work

RT: [<rt-3.4.5-427-1144419357-1803.149-9-0@Real RT> #149/2314 - Scrip 9 (//var/www/myrt/rt-3.4.5/lib/RT/A ction/SendEmail.pm] 237)__ RT: [<rt-3.4.5-427-1144419357-1803.149-9-0@Real RT> No recipients found. Not sending._ (//var/www/myrt/rt- 3.4.5/lib/RT/Action/SendEmail.pm] 249)__

It does work. This article is making the assumption that the user account that is now the owner has an email address. If the owner does not have an email address, then you will get the 'No recipients found' message in the logs.

-- Perman