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Kevin,<br>
<br>
What if the ticket is created WITHOUT an owner?<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 6/22/2009 2:57 PM, Kevin Gagel wrote:
<blockquote cite="mid:4a3ffe4b.e08.f00.270@cnc.bc.ca" type="cite">
<style>
.sw_message P{margin:0px;padding:0px;}
.sw_message {FONT-SIZE: 12pt;FONT-FAMILY:Tahoma,Arial,Helvetica,sans-serif;background:white;}
</style>Thanks Ken for the script. I've altered Ken's script to this:<br>
my $trans = $self->TransactionObj;<br>
my $ticket = $self->TicketObj;<br>
if ($trans->Type eq 'CustomField')<br>
{my $cf = new RT::CustomField($RT::SystemUser);<br>
$cf->LoadByName(Queue => $ticket->QueueObj->id,<br>
Name => 'Urgency');<br>
return 0 unless $cf->id; <br>
if ($trans->Field == $cf->id && $trans->NewValue
eq 'URGENT')<br>
{<br>
$RT::Logger->debug('.');<br>
$RT::Logger->debug('It is an URGENT ticket so send the
owner a message.');<br>
$RT::Logger->debug('.');<br>
return 1;<br>
}<br>
else<br>
{<br>
$RT::Logger->debug('.');<br>
$RT::Logger->debug('Fell through the check and into the
else.');<br>
$RT::Logger->debug('.');<br>
}<br>
}<br>
<br>
return 0;<br>
===================================================<br>
The debug output shows it is doing what's expected but I am not
receiving an email. The debug output indicates that no recipients were
found. So... How do I correct that?<br>
I want the owner of the ticket to be notified by email if a ticket is
created with an URGENT status or if the status changes to URGENT.<br>
<br>
Actual debug output:<br>
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)<br>
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:650)<br>
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165]
URGENT: URGENT <br>
From: "Kevin W. Gagel via RT" rt\@XXXXXX.bc.ca<br>
Reply-To: rt\@XXXXXX.bc.ca<br>
Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0@CNC IT
Services><br>
Precedence: bulk<br>
X-RT-Loop-Prevention: CNC's Ticket System<br>
RT-Ticket: CNC's Ticket System #165<br>
Managed-by: RT 3.8.2 (<a class="moz-txt-link-freetext" href="http://www.bestpractical.com/rt/">http://www.bestpractical.com/rt/</a>)<br>
RT-Originator: <a class="moz-txt-link-abbreviated" href="mailto:gagel@XXXXXX.bc.ca">gagel@XXXXXX.bc.ca</a><br>
MIME-Version: 1.0<br>
Content-Transfer-Encoding: 8bit<br>
Content-Type: text/plain; charset="utf-8"<br>
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:657)<br>
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:680)<br>
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:689)<br>
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred
delivery on transaction #2236
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:702)<br>
<br>
<br>
Kevin W. Gagel<br>
Network Administrator<br>
Local 5448<br>
My blog:<br>
<a class="moz-txt-link-freetext" href="http://mail.cnc.bc.ca/blogs/gagel">http://mail.cnc.bc.ca/blogs/gagel</a><br>
My shared files:<br>
<a class="moz-txt-link-freetext" href="http://mail.cnc.bc.ca/users/gagel">http://mail.cnc.bc.ca/users/gagel</a><br>
<br>
<br>
--- Original message --- <br>
Subject: Re: [rt-users] Question on custom scrip condition <br>
From: Ken Crocker <a class="moz-txt-link-rfc2396E" href="mailto:kfcrocker@lbl.gov"><kfcrocker@lbl.gov></a> <br>
To: Kevin Gagel <a class="moz-txt-link-rfc2396E" href="mailto:gagel@cnc.bc.ca"><gagel@cnc.bc.ca></a> <br>
Cc: RT Users <a class="moz-txt-link-rfc2396E" href="mailto:RT-Users@lists.bestpractical.com"><RT-Users@lists.bestpractical.com></a> <br>
Date: 16/06/2009 3:56 PM<br>
<br>
<div>Kevin,<br>
<br>
<br>
Here's one we use for when the development step of a ticket (CF
"Work-State") is changed to "Review Approved":<br>
<br>
# condition execution on CF Review Process<br>
<br>
my $trans = $self->TransactionObj;<br>
my $ticket = $self->TicketObj;<br>
<br>
if ($trans->Type eq 'CustomField')<br>
{my $cf = new RT::CustomField($RT::SystemUser);<br>
$cf->LoadByName(Queue => $ticket->QueueObj->id,<br>
Name => "Work-State");<br>
return 0 unless $cf->id; <br>
if ($trans->Field == $cf->id &&<br>
$trans->NewValue eq "Review Complete-Approved")<br>
{<br>
return 1;<br>
}<br>
}<br>
<br>
return 0;<br>
<br>
Just plug in your CF name and value you want and you're set. Hope this
helps.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 6/16/2009 2:53 PM, Kevin Gagel wrote:
<blockquote cite="mid:4a381448.e44.300.10cb@cnc.bc.ca" type="cite">
<style> .sw_message P{margin:0px;padding:0px;} .sw_message {FONT-SIZE: 12pt;FONT-FAMILY:Tahoma,Arial,Helvetica,sans-serif;background:white;} </style>My
users don't want to use priorities so they've had me create 4 levelsfor
urgency. They only want to be notified by email on an item that hasthe
highest urgency level set. So I want to setup a custom conditionthat
tests for that level and then sends an email to the user if
thatspecific level is set.<br>
<br>
So, I have a custom field of "Urgency" which can have a value of
URGENT, High, Medium, Low, or Project.<br>
I have the template made already for the email to be sent out and
thescrip configured for it. I just don't know how to write the
customcondition to put into the scrip. How do I write the condition to
test for "URGENT" and indicate the action to send the email?<br>
<br>
All the references I'm finding in the RT Essentials have me a bit
confused, am I supposed to right a new module to make this scrip or can
I just add the perl code to the condition (not that I know what code I
have to enter just yet).<br>
<br>
Kevin W. Gagel<br>
Network Administrator<br>
Local 5448<br>
My blog:<br>
<a moz-do-not-send="true" target="_blank"
class="moz-txt-link-freetext" href="http://mail.cnc.bc.ca/blogs/gagel">http://mail.cnc.bc.ca/blogs/gagel</a><br>
My shared files:<br>
<a moz-do-not-send="true" target="_blank"
class="moz-txt-link-freetext" href="http://mail.cnc.bc.ca/users/gagel">http://mail.cnc.bc.ca/users/gagel</a><br>
<br>
<br>
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