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<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'>Hi Ken!<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'>Yes, the ticket status got changed to "rejected". <o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'>I'll look at the rights, but that same user receives a notification
email if I "take" one of his tickets, so I'm inclined to think the
problem is elsewhere.<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'>Thank you!<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'>Bye<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'>Cris<o:p></o:p></span></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif";
color:blue'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0cm 0cm 0cm'>
<p class=MsoNormal><b><span lang=IT style='font-size:10.0pt;font-family:"Segoe UI","sans-serif";
color:windowtext'>Da:</span></b><span lang=IT style='font-size:10.0pt;
font-family:"Segoe UI","sans-serif";color:windowtext'> Ken Crocker
[mailto:kfcrocker@lbl.gov] <br>
<b>Inviato:</b> giovedì 11 giugno 2009 16.41<br>
<b>A:</b> Guadagnino Cristiano<br>
<b>Cc:</b> rt-users@lists.bestpractical.com<br>
<b>Oggetto:</b> Re: [rt-users] Scrip does not send email<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Guadagnino,<br>
<br>
<br>
From what I can see, the scrip did TRY to send an Email. So
the action <i>did</i> work. I would look at the privileges for the requestor.
If RT tries to send an Email and the Requestor doesn't have the right to GET
Emails, then RT won't find a recipient. I'm not sure, but I think
"watch" would be a right o look at. There may be others, but look in
that direction. BTW, did the ticket status get changed to "rejected"?
<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote: <o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Hi
all,</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>I am
having a problem with a scrip that does not send emails as expected.</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>I
have a queue with a mandatory custom field. If a user tries to create a ticket
in that queue from the RT interface without populating the cf, RT will
complain. However, if a user creates the ticket by sending an email RT will
happily create it.</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>So I
created a scrip on that queue that checks if a mandatory cf is present, and if
it is - and it is not populated - it will put the ticket in status
"rejected". </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Settings
are:</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Condition:
User Defined</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Action:
Notify Requestors</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Template:
Global template: Error: no mandatory CF</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Stage:
TransactionBatch</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Custom
Condition:</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>my
$trans = $self->TransactionObj;</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>return
0 unless $trans->Type eq "Create";</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'> </span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>my
$ticket = $self->TicketObj;</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'> </span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>my
$CustomFields = $ticket->QueueObj->TicketCustomFields();</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>while
(my $CustomField = $CustomFields->Next()) {</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
my $nam = $CustomField->Name;</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
my $typ = $CustomField->Type;</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
my $vad = $CustomField->Pattern;</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'> </span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
$RT::Logger->info( "> CustomField: $nam \n" );</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
$RT::Logger->info( "> CustomField: $typ \n" );</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
$RT::Logger->info( "> CustomField: $vad \n" );</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'> </span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
if ($vad = '(?#Mandatory)') {</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
my $val = $ticket->FirstCustomFieldValue($nam);</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
if ($val ne '') {</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
return 0;</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
} else {</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
$ticket->SetStatus("rejected");</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
}</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>
}</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>}</span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'> </span><o:p></o:p></p>
<p class=MsoNormal style='margin-left:36.0pt'><span style='font-family:"Courier New"'>return
1;</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>The
scrip works as expected, but it will not send the email to the requestor. In
the log I see this:</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Courier New"'>49587 - Scrip 28
OnCreateCheckCF (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Courier New"'>[Thu Jun 11 07:53:27
2009] [info]: <a
href="mailto:rt-3.8.4-8458-1244706807-1237.3505-28-0@BankadatiS.I."><rt-3.8.4-8458-1244706807-1237.3505-28-0@Bankadati
S.I.></a> No recipients found. Not sending.
(/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>I
can not understand why it is saying "No recipients found". Any ideas?</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>TIA</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Bye</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'>Cris</span><o:p></o:p></p>
<p class=MsoNormal><span style='font-family:"Century Gothic","sans-serif"'> </span><o:p></o:p></p>
<pre><o:p> </o:p></pre><pre style='text-align:center'>
<hr size=4 width="90%" align=center>
</pre><pre><o:p> </o:p></pre><pre>_______________________________________________<o:p></o:p></pre><pre><a
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