[rt-users] Automatic CC owner on take

[James McTavish]

Well, after actually looking at what I wrote, I simplified the action  
dramatically:

$self->TicketObj->AddWatcher( Type => "Cc",
                               Email => $self->TicketObj->OwnerObj- 
 >EmailAddress);
return 1;

Which works perfectly with no weird log messages, but still:

Feb 15 14:42:44 rt RT: About to commit scrips for transaction #458227
Feb 15 14:42:44 rt RT: About to commit scrips for transaction #458226
Feb 15 14:42:44 rt RT:  
<rt-3.6.3-3363-1171575757-228.41458-2-0 at matrixorbital.ca>  
#41458/458226 - Scrip 2  (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
SendEmail.pm:243)
Feb 15 14:42:44 rt RT:  
<rt-3.6.3-3363-1171575757-228.41458-2-0 at matrixorbital.ca> No  
recipients found. Not sending. (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
SendEmail.pm:255)

I've even tried putting my hard-wired email address in the template,  
and still refuses to send out the notice.

On 15-Feb-07, at 12:16 PM, James McTavish wrote:

> We currently use RT for our sales and technical support queries.   
> Our sales department really doesn't like having to go through the  
> browser to do their correspondence, they would prefer just using  
> email.  So I've cooked up a quick an dirty method that *should*  
> work, if only I could figure it out.
>
> What I would like to happen is that when someone takes a ticket, it  
> adds them to the CC list and emails them the initial message.  This  
> way all they have to use their browser for is take the ticket.   
> I've been going through the mailing list, and the wiki, cobbling  
> together something that I thought should work, but alas, it only  
> partially works.  I'm hoping that someone can tell me what I'm  
> doing wrong, and at least give me a direction to go.  For all I  
> know, I'm overcomplicating things, and there is a MUCH simpler  
> means to accomplish this.
>
> My scrip so far is:
>
> Condition: User Defined:
>
> my $trans = $self->TransactionObj;
> return 0 unless $trans->Field eq 'Owner';
> return 1 if $trans->OldValue == RT::Nobody(  )->id(  );
> return 0;
>
> Action: User Defined:
>
> Custom action preparation code:
> my $new_id = $self->TransactionObj->NewValue;
> my $new_user = RT::User->new();
> $new_user->Load($new_id);
> my $new_email = $new_user->EmailAddress();
> $self->TicketObj->AddWatcher( Type => "Cc",
>                              Email => $new_email);
> return 1;
>
> Custom action cleanup code:
> return 1;
>
> Template:
>
> To: {$Ticket->OwnerObj->EmailAddress }
>
> {$Ticket->Transactions->First->Content()}
>
> As I've said, this only partially works.  The new owner does in  
> fact get added as a CC, however no email is sent.  I check the logs  
> and a few things jump out:
>
> The scip itself generates this warning:
>
> Feb 15 12:08:26 rt RT:  at //var/www/rt/rt-3.6.3/lib/RT/Base.pm  
> line 92
> Feb 15 12:08:26 rt      RT::Base::CurrentUser('RT::User=HASH 
> (0xf69eb14)') called at //var/www/rt/rt-3.6.3/lib/RT/Record.pm line 90
> Feb 15 12:08:26 rt      RT::Record::_Init('RT::User=HASH 
> (0xf69eb14)') called at //var/www/rt/rt-3.6.3/lib/RT/User.pm line 79
> Feb 15 12:08:26 rt      RT::User::_Init('RT::User=HASH(0xf69eb14)')  
> called at /usr/lib/perl5/vendor_perl/5.8.8/DBIx/SearchBuilder/ 
> Record.pm line 362
> Feb 15 12:08:26 rt      DBIx::SearchBuilder::Record::new 
> ('RT::User') called at (eval 749) line 2
> Feb 15 12:08:26 rt      eval ' my $last_id = $self->TransactionObj- 
> >NewValue;
> Feb 15 12:08:26 rt my $temp_user = RT::User->new();
> Feb 15 12:08:26 rt $temp_user->Load($last_id);
> Feb 15 12:08:26 rt my $last_email = $temp_user->EmailAddress();
> Feb 15 12:08:26 rt $self->TicketObj->AddWatcher( Type => "Cc",
> Feb 15 12:08:26 rt Email => $last_email);
> Feb 15 12:08:26 rt push( @{$self->{\'To\'}},
> Feb 15 12:08:26 rt $self->TicketObj->QueueObj->Cc- 
> >MemberEmailAddresses );
> Feb 15 12:08:26 rt return 1;' called at //var/www/rt/rt-3.6.3/lib/ 
> RT/Action/UserDefined.pm line 63
> Feb 15 12:08:26 rt      RT::Action::UserDefined::Prepare 
> ('RT::Action::UserDefined=HASH(0xf66cec8)') called at //var/www/rt/ 
> rt-3.6.3/lib/RT/ScripAction_Overlay.pm line 232
> Feb 15 12:08:26 rt      RT::ScripAction::Prepare 
> ('RT::ScripAction=HASH(0xf692ad0)') called at //var/www/rt/rt-3.6.3/ 
> lib/RT/Scrip_Overlay.pm line 476
> Feb 15 12:08:26 rt      eval {...} called at //var/www/rt/rt-3.6.3/ 
> lib/RT/Scrip_Overlay.pm line 470
> <<<SNIP>>>>
> Feb 15 12:08:26 rt RT: RT::User=HASH(0xf69eb14) was created without  
> a CurrentUser 1 (//var/www/rt/rt-3.6.3/lib/RT/Base.pm:92)
>
> And finishes up with
>
> Feb 15 12:08:26 rt RT: About to think about scrips for transaction  
> #458213
> Feb 15 12:08:26 rt RT: About to prepare scrips for transaction #458213
> Feb 15 12:08:26 rt RT: Found 2 scrips
> Feb 15 12:08:26 rt RT: About to commit scrips for transaction #458213
> Feb 15 12:08:26 rt RT: About to commit scrips for transaction #458212
> Feb 15 12:08:26 rt RT:  
> <rt-3.6.3-3363-1171566506-1830.41458-2-0 at matrixorbital.ca>  
> #41458/458212 - Scrip 2  (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
> SendEmail.pm:243)
> Feb 15 12:08:26 rt RT:  
> <rt-3.6.3-3363-1171566506-1830.41458-2-0 at matrixorbital.ca> No  
> recipients found. Not sending. (//var/www/rt/rt-3.6.3/lib/RT/Action/ 
> SendEmail.pm:255)
>
> Any help at all would be greatly appreciated.
>
> --
> -James
>
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--
James McTavish
Director of Research and Development
Matrix Orbital
(403)229-2737x160