I will definitely look at tweaking that scrip as you mentioned. I'll let you know whether I happen to get it nailed.<br><br><div class="gmail_quote">On Sat, Feb 28, 2009 at 6:25 AM, Potla, Ashish Bassaliel <span dir="ltr"><<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">Hi,<br>
When you merge two tickets , I think the condition you have defined is evaluating to a true condition for both the tickets individually.<br>
When the action that is 'notify owner' takes place, in both cases the ticket that is retrieved by ID will be the same as the tickets are now merged(Merged tickets have same ID numbers,the one into which you merged a ticket into).<br>
<br>
Anyways, try tweaking the condition a bit so that when two tickets are merged, the condition evaluates true only to one of them, preferably the one into which a ticket is merged.<br>
<br>
-Ashish<br>
________________________________________<br>
From: <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a> [<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>] On Behalf Of Kenneth Crocker [<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>]<br>
Sent: Friday, February 27, 2009 10:50 PM<br>
To: Aaron Guise<br>
Cc: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
Subject: Re: [rt-users] Fwd: A little Scrip help<br>
<div><div></div><div class="Wj3C7c"><br>
Aaron,<br>
<br>
<br>
Well, I'm at a loss as well. Sorry.<br>
<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 2/26/2009 4:58 PM, Aaron Guise wrote:<br>
> I thought of this scenario already, but I created the ticket from<br>
> another external email address which is separate from my work one which<br>
> RT Responds to. I am the owner of the ticket data is merged with and<br>
> hence I get one email but I have a feeling it may be emailing twice as<br>
> there is two tickets which become one and effectively I become the owner<br>
> of both.<br>
><br>
> But it reports the ID# of the only remaining ticket in both emails.<br>
><br>
> On Fri, Feb 27, 2009 at 12:57 PM, Kenneth Crocker <<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>>> wrote:<br>
><br>
> Aaron,<br>
><br>
><br>
> Are the persons getting the Email in more than 1 role? FOr<br>
> example; If I am the Requestor & the Owner and someone merges a<br>
> ticket into mine am I getting 1 email as requestor and 1 as owner?<br>
> Just a thought.<br>
><br>
> Kenn<br>
> LBNL<br>
><br>
><br>
> On 2/26/2009 3:17 PM, Aaron Guise wrote:<br>
><br>
><br>
><br>
> ---------- Forwarded message ----------<br>
> From: *Aaron Guise* <<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>>>><br>
> Date: Fri, Feb 27, 2009 at 12:17 PM<br>
> Subject: Re: [rt-users] A little Scrip help<br>
> To: Kenneth Crocker <<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>>>><br>
><br>
><br>
> Yeah, Have double checked all of those scrips/templates again.<br>
> The only one that nets an output matching that is the<br>
> MergeNotifier Template. Looking in the RT interface for the<br>
> ticket it shows that the same email sent twice one second apart.<br>
><br>
> I even disabled a whole bunch of other scrips which may have<br>
> sent a duplicate message but still to no avail. This just<br>
> shouldn't be happening from what I can tell.<br>
><br>
> *Regards,*<br>
><br>
> *Aaron Guise<br>
> 027 212 6638<br>
> <a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>>><br>
> *<br>
><br>
><br>
><br>
> On Fri, Feb 27, 2009 at 10:56 AM, Kenneth Crocker<br>
> <<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>>>> wrote:<br>
><br>
> Aaron,<br>
><br>
><br>
> Check to see if there are other scrips that are initiated<br>
> with an owner change or ticket creation, etc. Is the template<br>
> wording the same? Perhaps different wording for templates used by<br>
> different scrips will give you a clue.<br>
><br>
><br>
> Kenn<br>
> LBNL<br>
><br>
><br>
> On 2/26/2009 12:46 PM, Aaron Guise wrote:<br>
><br>
> Hi,<br>
><br>
> I have just now amended our RT_SiteConfig with<br>
> Set($UseTransactionBatch, 1);<br>
><br>
> Unfortunately it still triggered two emails. The scrip<br>
> itself<br>
> is set to use transaction batch. I have posted a<br>
> screenshot here<br>
> with the whole configuration of that particular scrip.<br>
><br>
><br>
> *Regards,*<br>
><br>
> *Aaron Guise<br>
> 027 212 6638<br>
> <a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>>><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>>>><br>
> *<br>
><br>
><br>
><br>
><br>
> On Fri, Feb 27, 2009 at 8:04 AM, Kenneth Crocker<br>
> <<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>>><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>><br>
> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a> <mailto:<a href="mailto:KFCrocker@lbl.gov">KFCrocker@lbl.gov</a>>>>> wrote:<br>
><br>
> Aaron,<br>
><br>
><br>
> You need to turn on TransactionBatch in your<br>
> RT_SiteConfig.pm<br>
> file in /RTHOME/etc directory. That should allow you<br>
> to use that<br>
> stage option.<br>
><br>
><br>
> Kenn<br>
> LBNL<br>
><br>
><br>
> On 2/26/2009 10:33 AM, Aaron Guise wrote:<br>
><br>
> If set to transaction batch which is marked<br>
> Transaction<br>
> Batch(Disabled) it seems the script is just<br>
> disabled as<br>
> no email<br>
> is sent.<br>
><br>
> On Fri, Feb 27, 2009 at 1:32 AM, Potla, Ashish<br>
> Bassaliel<br>
> <<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>>><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>>>><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>>> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a><br>
> <mailto:<a href="mailto:c_apotla@qualcomm.com">c_apotla@qualcomm.com</a>>>>>><br>
><br>
> wrote:<br>
><br>
><br>
> ________________________________________<br>
> From: Potla, Ashish Bassaliel<br>
> Sent: Thursday, February 26, 2009 5:59 PM<br>
> To: Aaron Guise<br>
> Subject: RE: [rt-users] A little Scrip help<br>
><br>
> Is the scrip set to 'Transaction Batch' or<br>
> 'Transaction Create'?<br>
> Set it to Transaction Batch.<br>
><br>
> -Ashish<br>
> ________________________________________<br>
> From: <a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a><br>
> <mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>><br>
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><br>
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><br>
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> <mailto:<a href="mailto:rt-users-bounces@lists.bestpractical.com">rt-users-bounces@lists.bestpractical.com</a>>>>>] On Behalf Of<br>
> Aaron Guise [<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>>><br>
> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>><br>
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> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a>> <mailto:<a href="mailto:aaron@guise.net.nz">aaron@guise.net.nz</a><br>
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><br>
><br>
> Sent: Thursday, February 26, 2009 4:02 PM<br>
> To: <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
> <mailto:<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>><br>
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> <mailto:<a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a>>>>><br>
><br>
> Subject: [rt-users] A little Scrip help<br>
><br>
> Hi,<br>
><br>
> I have implemented a scrip to notify the owner<br>
> in the<br>
> event<br>
> someone<br>
> else merges data into one of their tickets.<br>
> All works<br>
> well<br>
> but alas<br>
> it actually sends the notification twice. There is<br>
> probably<br>
> a real<br>
> simple answer but it is baffling me. Have just<br>
> ignored it<br>
> the last<br>
> few months but now I am a little beyond that.<br>
><br>
> The scrip used is noted below;<br>
><br>
> my $txn = $self->TransactionObj;<br>
> return undef unless $txn->Type =~ /^AddLink$/i;<br>
> return undef unless $txn->Field =~ /^MergedInto$/i;<br>
> return 1;<br>
><br>
> Any assistance in stopping this will be greatly<br>
> appreciated.<br>
><br>
> --<br>
> Regards<br>
><br>
> Aaron<br>
> _______________________________________________<br>
><br>
> <a href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" target="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><br>
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</div></div><div><div></div><div class="Wj3C7c">Discover RT's hidden secrets with RT Essentials from O'Reilly Media.<br>
Buy a copy at <a href="http://rtbook.bestpractical.com" target="_blank">http://rtbook.bestpractical.com</a><br>
</div></div></blockquote></div><br>