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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:
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<div class="Section1">
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Hi
all,<o:p></o:p></span></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></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.<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></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". <o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Settings
are:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Condition:
User Defined<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Action:
Notify Requestors<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Template:
Global template: Error: no mandatory CF<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Stage:
TransactionBatch<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Custom
Condition:<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">my
$trans = $self->TransactionObj;<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">return
0 unless $trans->Type eq "Create";<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">my
$ticket = $self->TicketObj;<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">my
$CustomFields = $ticket->QueueObj->TicketCustomFields();<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">while
(my $CustomField = $CustomFields->Next()) {<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
my $nam = $CustomField->Name;<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
my $typ = $CustomField->Type;<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
my $vad = $CustomField->Pattern;<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
$RT::Logger->info( "> CustomField: $nam \n" );<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
$RT::Logger->info( "> CustomField: $typ \n" );<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
$RT::Logger->info( "> CustomField: $vad \n" );<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
if ($vad = '(?#Mandatory)') {<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
my $val = $ticket->FirstCustomFieldValue($nam);<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
if ($val ne '') {<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
return 0;<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
} else {<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
$ticket->SetStatus("rejected");<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
}<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">
}<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">}<o:p></o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";"><o:p> </o:p></span></p>
<p class="MsoNormal" style="margin-left: 36pt;"><span
style="font-family: "Courier New";">return
1;<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></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:<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-family: "Courier New";">49587
- Scrip 28
OnCreateCheckCF (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-family: "Courier New";">[Thu
Jun 11 07:53:27
2009] [info]: <a class="moz-txt-link-rfc2396E" 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)<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></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?<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">TIA<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Bye<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";">Cris<o:p></o:p></span></p>
<p class="MsoNormal"><span
style="font-family: "Century Gothic","sans-serif";"><o:p> </o:p></span></p>
</div>
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