[rt-users] Re solved scrip problem

[Kenneth Crocker]

F350,


	Well, first off, you have some redundancies that could easily make 
debugging harder. For example, if you have granted the 
"CreateSavedSearch" Globally for ""Privileged" users, then you do not 
need to grant the same right again to the global group as they are 
"privileged" users (a user can't be in a group that has privileges if 
they are not privileged users). That's one example. Same with "ModifySelf".
	Next, you mentioned that the scrip is executed, but no one in the group 
gets the email. Whether or not someone gets the email does NOT depend on 
rights. It depends on who is causing the transaction and who is listed 
as the recipient of an email. RT does not "Notify" any user causing the 
transaction. That's what "AutoReply" does. RT figures that if you are 
the one doing the work, then you do not need to be notified about the 
work cause YOU did it in the first place. So, whether the users in the 
"super" Group are listed as the requestor OR CC or AdminCc, they will 
NOT get any notification as an addressee if they are the users doing the 
work (in this case, changing the ticket status to "resolved").
	Check to see who is listed as requestor on the tickets that were 
resolved and if they are in that group, you have your explanation. If 
you want them to get the email anyway, change the action to "AutoReply" 
to requestors. If they were not the requestor, then they wouldn't get a 
reply anyway. Hope this helps.


Kenn
LBNL

On 3/26/2008 3:04 AM, F350 wrote:
> Hello Kenn,
> 
> Thanks for your reply.
> 
> I'm using the default "Resolved" template which is associated to the default
> scrip "On Resolve Notify Requestors with template Resolved".
> 
> The rights that are set for the "Global" group are:
> AssignCustomFields
> CommentOnTicket
> CreateSavedSearch
> DelegateRights
> DeleteTicket
> EditSavedSearches
> LoadSavedSearch
> ModifySelf
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeCustomField
> SeeGroup
> SeeQueue
> ShowOutgoingEmail
> ShowSavedSearches
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
> 
>  In addition to the rights, i have the following rights set also globally
> for the privileged users:
> CreateSavedSearch
> DelegateRights
> EditSavedSearches
> LoadSavedSearch
> ModifySelf
> 
>  And the following for everyone (Globally)
> CreateTicket
> ReplyToTicket
> 
> Thanks again for your help
> 
> Marc
> 
> 
> Kenneth Crocker wrote:
>> F350,
>>
>>
>> 	Would you mind providing some info? What is the Condition and Action on 
>> the scrip in question. Do you use a special Template? Can you list the 
>> rights you gave the "Global" group as opposed to the Group of primary 
>> users of the queue? thanks.
>>
>>
>> Kenn
>> LBNL
>>
>> On 3/25/2008 6:06 AM, F350 wrote:
>>> Greetings, 
>>> I set up a group called "All queues" with some members inside. These
>>> members
>>> are supposed to have read and write rights globally on all the queues
>>> just
>>> like the members of each queue. The problem is that when a member of the
>>> "All queues" group resolves a ticket, the scrip "Resolved" is not
>>> excecuted
>>> therefore the resolved template email is not sent. However, the scrip is
>>> excuted when a member of a queue resolves a ticket. Am i missing
>>> something ?
>>> even if i give "superUser" rights globally for the "All queues" group,
>>> the
>>> scrip is still not excuted. Thx for your help
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>>
>>
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>