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<p class=MsoNormal><span style='color:#1F497D'>You got me going with the Owner
notification which I greatly appreciate. I will keep digging at the On Queue
Change.<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'>Thanks for your help<o:p></o:p></span></p>
<p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p>
<div>
<div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> Ken Crocker [mailto:kfcrocker@lbl.gov]
<br>
<b>Sent:</b> Tuesday, August 11, 2009 1:59 PM<br>
<b>To:</b> Martin Dorschler<br>
<b>Cc:</b> rt Users<br>
<b>Subject:</b> Re: [rt-users] Unable to get AdminCC's to show or get scrips to
execute<o:p></o:p></span></p>
</div>
</div>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Martin,<br>
<br>
You got me. The only time I have ever had a notification not go out was when the
conditions weren't right. If other notification scrips are working, then other
than "desk-checking" your conditions and making sure they match, I
don't have anything else to offer. Sorry.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/11/2009 11:25 AM, Martin Dorschler wrote: <o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>It does not log sending a
notification at all. </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<div>
<div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;
border-color:-moz-use-text-color -moz-use-text-color'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> Ken Crocker [<a
href="mailto:kfcrocker@lbl.gov">mailto:kfcrocker@lbl.gov</a>] <br>
<b>Sent:</b> Tuesday, August 11, 2009 1:23 PM<br>
<b>To:</b> Martin Dorschler<br>
<b>Cc:</b> rt Users<br>
<b>Subject:</b> Re: [rt-users] Unable to get AdminCC's to show or get scrips to
execute</span><o:p></o:p></p>
</div>
</div>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Martin,<br>
<br>
Is it sending out a notification at all? If so, is it sending to the
"TO" Queue" or to the "FROM" Queue? I'm thinking it
sends to the "TO" Queue. We have a Global Scrip that does this and it
sends a notice to the AdminCc of the "TO" Queue (as long as the actor
is not the trans initiator).<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/11/2009 11:12 AM, Martin Dorschler wrote: <o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>I got rid of the dupes by taking
the Scrip off of the queue and just having it global.</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>I thought maybe the On
Queue Change would work if I added an AdminCC to the ticket but still no go.</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Is there something I have to set
in the config for “On Queue Change” to work as a custom condition?</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<div>
<div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;
border-color:-moz-use-text-color'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> Martin Dorschler <br>
<b>Sent:</b> Tuesday, August 11, 2009 11:56 AM<br>
<b>To:</b> 'Ken Crocker'; rt Users<br>
<b>Subject:</b> RE: [rt-users] Unable to get AdminCC's to show or get scrips to
execute</span><o:p></o:p></p>
</div>
</div>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>I set my
etc/request-tracker3.6/RT_SiteConfig.pm to </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Set($NotifyActor, 1); </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>And copied it to
/usr/share/request-tracker3.6/lib/RT/SiteConfig.pm</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>I just restarted apache and it
now _<i>IS</i>_ sending an email for owner change (In fact it is sending it
Twice! And logging it twice in history)</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Progress, yes!</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Still no email on queue change
however</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>And still not populating the
AdminCC</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<div>
<div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;
border-color:-moz-use-text-color'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> Ken Crocker [<a
href="mailto:kfcrocker@lbl.gov">mailto:kfcrocker@lbl.gov</a>] <br>
<b>Sent:</b> Tuesday, August 11, 2009 11:19 AM<br>
<b>To:</b> Martin Dorschler; rt Users<br>
<b>Subject:</b> Re: [rt-users] Unable to get AdminCC's to show or get scrips to
execute</span><o:p></o:p></p>
</div>
</div>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Martin,<br>
<br>
You set your RT_SiteConfig.pm to turn on "NotifyActor?<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/11/2009 8:18 AM, Martin Dorschler wrote: <o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Thanks for your response. I just
tried enabling that however it does not seem to have made a difference. Also in
history it does not show that the Scrip is occurring, that is it shows the
following</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>#
Tue Aug 11
08:36:34
2009
martin - Ticket created
[Reply] [Comment]</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Subject:
12345</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>Download (untitled) [text/plain
5b]</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>abcde</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>#
Tue Aug 11
08:36:35 2009
RT_System - Outgoing email
recorded
[Show] </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>#
Tue Aug 11
10:18:26
2009
martin - Queue changed from City to Tuscom
</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>#
Tue Aug 11
10:18:26
2009
martin - Given to martin</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'>But no emails are sent either
for changing queue or for changing owner</span><o:p></o:p></p>
<p class=MsoNormal><span style='color:#1F497D'> </span><o:p></o:p></p>
<div>
<div style='border:none;border-top:solid windowtext 1.0pt;padding:3.0pt 0in 0in 0in;
border-color:-moz-use-text-color'>
<p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif";
color:windowtext'>From:</span></b><span style='font-size:10.0pt;font-family:
"Tahoma","sans-serif";color:windowtext'> Ken Crocker [<a
href="mailto:kfcrocker@lbl.gov">mailto:kfcrocker@lbl.gov</a>] <br>
<b>Sent:</b> Tuesday, August 11, 2009 10:08 AM<br>
<b>To:</b> Martin Dorschler<br>
<b>Cc:</b> <a href="mailto:rt-users@lists.bestpractical.com">rt-users@lists.bestpractical.com</a><br>
<b>Subject:</b> Re: [rt-users] Unable to get AdminCC's to show or get scrips to
execute</span><o:p></o:p></p>
</div>
</div>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Martin,<br>
<br>
Are you aware that the person that initiates the transaction (whether it be
Queue change, create, whatever) does NOT get a notification. If I am the
AdminCc and I create a ticket or change the Queue or whatever, I will NOT get
an EMail. Reason, RT sees it as a redundant exercise. The Email is in history
and you already know what you did. IF, however, you still want to get one, then
change your configuration to turn on "Notify Actor". Hope this helps.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 8/11/2009 7:29 AM, Martin Dorschler wrote: <o:p></o:p></p>
<p class=MsoNormal>RT 3.6.5<o:p></o:p></p>
<p class=MsoNormal>Under the specific queue as admin I have set 2 users as
Administrative CC however when creating a new ticket in this queue they do not
show in AdminCC section.<o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Also in both global Scrips and per Queue scrips I have tried
to set 2 simple scrips but they never seem to trigger. I only have one “Stage”
available in Scrips which is TransactionCreate.<o:p></o:p></p>
<p class=MsoNormal>I feel I must be missing some general concept in how these
are supposed to work, but cannot find my error in Docs or FAQ.<o:p></o:p></p>
<p class=MsoNormal>Specifics of Scrips follow. Any help greatly appreciated.<o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>1<sup>st</sup> is to send an email to AdminCC’s on queue
change<o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Condition: User Defined <o:p></o:p></p>
<p class=MsoNormal>
Custom Condition: On Queue Change<o:p></o:p></p>
<p class=MsoNormal>Action: Notify AdminCcs<o:p></o:p></p>
<p class=MsoNormal>Template: Global Template: Status Change<o:p></o:p></p>
<p class=MsoNormal>Stage: TransactionCreate<o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>2<sup>nd</sup> is to notify an owner if a ticket is assigned
to him<o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal>Condition: On Owner Change<o:p></o:p></p>
<p class=MsoNormal>Action: Notify Owner<o:p></o:p></p>
<p class=MsoNormal>Template: Global Template: Transaction<o:p></o:p></p>
<p class=MsoNormal>Stage: TransactionCreate<o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<p class=MsoNormal> <o:p></o:p></p>
<pre> <o:p></o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre
style='text-align:center'> <o:p></o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre
style='text-align:center'> <o:p></o:p></pre><pre style='text-align:center'><o:p> </o:p></pre><pre
style='text-align:center'>
<hr size=4 width="90%" align=center>
</pre><pre style='text-align:center'><o:p> </o:p></pre><pre
style='text-align:center'><o:p> </o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre
style='text-align:center'> <o:p></o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre
style='text-align:center'> <o:p></o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre
style='text-align:center'> <o:p></o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre
style='text-align:center'> <o:p></o:p></pre><pre style='text-align:center'> <o:p></o:p></pre><pre> <o:p></o:p></pre><pre>_______________________________________________<o:p></o:p></pre><pre><a
href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><o:p></o:p></pre><pre> <o:p></o:p></pre><pre>Community help: <a
href="http://wiki.bestpractical.com">http://wiki.bestpractical.com</a><o:p></o:p></pre><pre>Commercial support: <a
href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><o:p></o:p></pre><pre> <o:p></o:p></pre><pre> <o:p></o:p></pre><pre>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <o:p></o:p></pre><pre>Buy a copy at <a
href="http://rtbook.bestpractical.com">http://rtbook.bestpractical.com</a><o:p></o:p></pre><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
href="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</a><o:p></o:p></pre><pre><o:p> </o:p></pre><pre>Community help: <a
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href="mailto:sales@bestpractical.com">sales@bestpractical.com</a><o:p></o:p></pre><pre><o:p> </o:p></pre><pre><o:p> </o:p></pre><pre>Discover RT's hidden secrets with RT Essentials from O'Reilly Media. <o:p></o:p></pre><pre>Buy a copy at <a
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