[rt-users] Confused about --transaction flag for rt-crontool

[Russell Jones]

I've found the --action-arg "AlwaysNotifyActor" setting, so that got me 
past my issue with the "not sending to....due to NotifyActor setting" 
message and everyone I would expect to get the notification is now 
getting it.

I am still unsure how rt-crontool interfaces with the --transaction 
flags, nor why it matters, and if/why it matters in my use case. Any 
help shedding light on how to properly "Do The Right Thing*®*" is 
appreciated!


On 7/1/2015 11:55 AM, Russell Jones wrote:
> Hi all,
>
> I am working on the proper syntax for using rt-crontool to send 
> "reminder" emails to a requestor when a ticket's LastUpdated status is 
> 14 days old. I've worked out the syntax but am having difficulty 
> understanding how the --transaction flag comes into play. I have read 
> the automating RT documents already.
>
> If I don't use --transaction, I get an error about the Ticket->Id 
> field in my template. If I do use --transaction the email sends out 
> fine. But, if I use --transaction first it will skip over sending an 
> email to the Requestor with the following message:
>
>  not sending to <email>, creator of the transaction, due to 
> NotifyActor setting
>
> This leads me to believe that if a ticket gets sent in then just idles 
> with nothing being done on it, the ticket creation transaction itself 
> will be both the first and last transaction on the ticket, so the 
> requestor will never get the "nag" email I am trying to send to them 
> regardless of if I use --transaction first or --transaction last.
>
> The syntax I am using for rt-crontool is:
>
>     ./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
>     "Id = '33'" --action RT::Action::Notify --action-arg All
>     --template 'Idle Reminder' --transaction first
>
>
> My nag email template I am using for testing is:
>
>     Subject: AutoReply: {$Ticket->Subject}
>
>     This is an idle reminder for ticket {$Ticket->id}
>
>
> So, my questions are:
>
> 1) What is the proper way of sending a nag email if this is not the 
> right way?
> 2) If this is the right way, how can I ensure the nag email will get 
> sent to the requestor regardless of the NotifyActor setting?

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