Jason B. wrote:
Hello Everyone,
Its been about 2 weeks and I am still fighting with this problem.
Does anyone have any insight on what I might be doing wrong? Let
me tell you the changes I have made so far.
Here is the custom scrip:
Description: Ticket Stole
Condition: User defined
Action: Notify Owner
Template: Global Template Ticket Steal
Stage: Transaction Create
Custom Condition:
my $trans = $self->TransactionObj; return 0 unless $trans->Field
eq ‘Owner’; return 1 if $trans->OldValue != RT::Nobody()->id();
return 0;
Template 13: Ticket Steal
To: {my $old_owner = RT::User->new($RT::System);
$old_owner->Load($Transaction->OldValue);
$old_owner->EmailAddress()}
Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}
A ticket you owned:
“{$Ticket->Subject()}”
has been taken by {$Ticket->OwnerObj->Name()}
{$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
I am testing with a Queue called Support and with 2 users called
jason and mike.
Both of these guys are in a Group called Admin
Here are the permissions in the Admin group
AdminAllPersonalGroups
AdminCustomField
AdminGroup
AdminGroupMembership
AdminOwnPersonalGroups
AdminQueue
AdminUsers
AssignCustomFields
CommentOnTicket
CreateSavedSearch
CreateTicket
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifyACL
ModifyCustomField
ModifyOwnMembership
ModifyQueueWatchers
ModifyScrips
ModifySelf
ModifyTemplate
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowACL
ShowConfigTab
ShowOutgoingEmail
ShowSavedSearches
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments
StealTicket
SuperUser
TakeTicket
Watch
WatchAsAdminCc
For global User rights:
Jason has:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
Mike has:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Okay so in the RT_SiteConfig.pm I have set:
Set($NotifyActor, 1);
Now when someone sends a ticket mike can take ownership of the
ticket. Next when Jason steals the ticket from Mike we do not get
an e-mail of the ticket stolen. In the syslogs it says:
Mar 24 10:47:28 admin RT:
rt-3.4.1-2886-28802-3.19.7923242290376@stabletransit.com
#2886/28802 - Scrip 3 (/usr/share/request-tracker3.4/lib/RT/
Action/SendEmail.pm:235)
Mar 24 10:47:28 admin RT:
rt-3.4.1-2886-28802-3.19.7923242290376@stabletransit.com No
recipients found. Not sending. (/usr/share/request-tracker3.4/lib/
RT/Action/SendEmail.pm:247)
Mar 24 10:47:28 admin RT:
rt-3.4.1-2886-28802-4.9.29499784638189@stabletransit.com
#2886/28802 - Scrip 4 (/usr/share/request-tracker3.4/lib/RT/
Action/SendEmail.pm:235)
Mar 24 10:47:28 admin RT:
rt-3.4.1-2886-28802-4.9.29499784638189@stabletransit.com No
recipients found. Not sending. (/usr/share/request-tracker3.4/lib/
RT/Action/SendEmail.pm:247)
Mar 24 10:47:28 admin RT:
rt-3.4.1-2886-28802-16.5.24126773829749@stabletransit.com
#2886/28802 - Scrip 16 On Create Notify Owner (/usr/share/request-
tracker3.4/lib/RT/Action/SendEmail.pm:235)
Mar 24 10:47:28 admin RT:
rt-3.4.1-2886-28802-16.5.24126773829749@stabletransit.com No
recipients found. Not sending. (/usr/share/request-tracker3.4/lib/
RT/Action/SendEmail.pm:247)
I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.
Anyone have any ideas why its not working? I have racked my brain
for the last 2 weeks. Hopefully i provided enough information.
-jason
On Mar 8, 2006, at 11:38 PM, Jason B. wrote:
Ken & others,
After going home and troubleshooting this more and looking at the
archive postings I noticed that some people got it working by
changing the Template to the following:
To: {my $old_owner = RT::User->new($RT::System);
$old_owner->Load($Transaction->OldValue);
$old_owner->EmailAddress()}
Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name
()}
A ticket you owned:
“{$Ticket->Subject()}”
has been taken by {$Ticket->OwnerObj->Name()}
{$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}
Basically changing the $RT::System part. It worked for others
though its not working for me. I do see that my Everyone Group
does have ShowOutgoingMail along with Every group that I have
created that has the ShowOutgoingMail. I noticed the following
in the /var/log/messages
Mar 8 23:30:31 admin RT: Successful login for jbartels from
24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197)
Mar 8 23:30:48 admin RT:
rt-3.4.1-2188-21627-2.19.1568452421506@something.com
#2188/21627 - Scrip 2 (/usr/share/request-tracker3.4/lib/RT/
Action/SendEmail.pm:235)
Mar 8 23:30:48 admin RT:
<rt-3.4.1-2188-21627-2.19.1568452421506@something.com.> No
recipients found. Not sending. (/usr/share/request-tracker3.4/
lib/RT/Action/SendEmail.pm:247)
Mar 8 23:30:48 admin RT:
rt-3.4.1-2188-21627-15.13.6658577819274@something.com
#2188/21627 - Scrip 15 Ticket Stolen (/usr/share/request-
tracker3.4/lib/RT/Action/SendEmail.pm:235)
Mar 8 23:30:48 admin RT:
rt-3.4.1-2188-21627-15.13.6658577819274@something.com No
recipients found. Not sending. (/usr/share/request-tracker3.4/
lib/RT/Action/SendEmail.pm:247)
Okay so when I test it by pressing the Steal ticket it only works
if the root user has the ticket (just did it for testing) but if
I use a real user say jbartels and have jtest user steal it I do
not receive an e-mail and it shows that error message in the log
file.
I want the e-mail sent to the user that use to have the ticket
before it was stolen. So it would go to jbartels if the jtest
user stole it. Not sure where I went wrong. I also searched the
archives and it said to try using the
Set($NotifyActor, 0);
Which doesn’t help anything.
Any thoughts?
-jason
On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:
JAson, to whom did you want the e_mail to go to and did you give
that role (like requestor) or group the “SeeOutgoingMail”
priviledge? If not, then you can have a hundred scrips that will
go nowhere if no one has the priviledge of seeing outgoing mail.
Kenn
The rt-users Archives
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
We’re hiring! Come hack Perl for Best Practical: http://
Careers — Best Practical Solutions