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Just to add a little bit of info, the "Admin Correspondence" template
only did <br>
<tt><br>
"RT-Attach-Message: yes<br>
<br>
<br>
<URL:
{RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}
><br>
<br>
{$Transaction->Content()}</tt>"<br>
<br>
so I was not sure it e-mailed (it should). To be sure, I created a
template called "Reply" attached to the script that does as follows:<br>
<tt>"Subject: Information about: {$Ticket->Subject} - ID
{$Ticket->id()}<br>
<br>
<br>
Greetings,<br>
<br>
This message has been automatically generated in response to the status
update of a ticket regarding:<br>
"{$Ticket->Subject()}", <br>
a summary of which appears below.<br>
<br>
Thank you,<br>
{$Ticket->QueueObj->CorrespondAddress()}<br>
<br>
-------------------------------------------------------------------------<br>
{$Transaction->Content()}</tt>"<br>
<br>
but still no luck.<br>
<br>
Giusepe<br>
<br>
<br>
On 01/12/10 10:42, Giuseppe Sollazzo wrote:
<blockquote cite="mid:4CF626B2.6040000@sgul.ac.uk" type="cite">
<meta content="text/html; charset=ISO-8859-1"
http-equiv="Content-Type">
Hi Kenneth,<br>
thanks a lot for your help. These are the 4 scrips that use the "On
Correspond" condition"<br>
<br>
<tt>"On Correspond Notify AdminCcs" TransactionCreate
On Correspond Notify AdminCcs Admin Correspondence<br>
"On Correspond Notify Other Recipients" TransactionCreate On
Correspond Notify Other Recipients Correspondence<br>
"On Correspond Notify Requestors and Ccs" TransactionCreate On
Correspond Notify Requestors and Ccs Correspondence<br>
"On Correspond Open Tickets" TransactionCreate On
Correspond Open Tickets Blank</tt><br>
<br>
<br>
I would have assumed that the third script would create the reply?<br>
<br>
Giuseppe<br>
<br>
On 30/11/10 20:25, Kenneth Crocker wrote:
<blockquote
cite="mid:AANLkTingWubUByuQ_W8JwcQCD3P9ZP_kCF=iUjeCKnvm@mail.gmail.com"
type="cite">Giuseppe,<br>
<br>
List for me the following information for each Notification scrip that
uses "On Correspond" as the condition:<br>
<br>
Description:<br>
Condition:<br>
Action:<br>
Template:<br>
Stage:<br>
<br>
Unless you have specific information in a template from Ticket/Custom
Field data being set by a scrip running in "TransactionBatch", you
really can have them in stage "TransactionCreate".<br>
<br>
Kenn<br>
LBNL<br>
<br>
<br>
<div class="gmail_quote">On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe
Sollazzo <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:gsollazz@sgul.ac.uk">gsollazz@sgul.ac.uk</a>></span>
wrote:<br>
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div text="#000000" bgcolor="#ffffff">Hi Kenneth,<br>
it's actually the requestor.<br>
<br>
But if I set up a Cc (a one-time Cc) the same thing happens.<br>
<font color="#888888"><br>
Giuseppe</font>
<div>
<div class="h5"><br>
<br>
On 30/11/10 17:00, Kenneth Crocker wrote:
<blockquote type="cite">Giuseppe,<br>
<br>
Exactly who is NOT getting a notification on Correspondence? Compare
their role with the recipients. If they are not listed as a "Cc"
Watcher (for example) on either the Queue or the Ticket, then they will
not get a notification as a "Cc", etc.<br>
<br>
Kenn<br>
LBNL<br>
<br>
<div class="gmail_quote">On Tue, Nov 30, 2010 at 8:04 AM,
Giuseppe
Sollazzo <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:gsollazz@sgul.ac.uk" target="_blank">gsollazz@sgul.ac.uk</a>></span>
wrote:<br>
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div text="#000000" bgcolor="#ffffff">
<div>On 29/11/10 17:48, Kenneth Crocker wrote:
<blockquote type="cite">Giuseppe,<br>
<br>
Most likely, you do not have a notification scrip for "On Correspond".
I believe the book has several good examples on how to build a simple
scrip like that. Anyway, check your Global/Queue notification scrip
sand see if that's the case. Hope this helps.<br>
<br>
Kenn<br>
LBNL<br>
<br>
</blockquote>
<br>
</div>
Hi Kenneth... that's actually my doubt.<br>
I mean, in my configuration I see 11 scrips. Are they all "active"?
It's not clear to me if you can have "disabled" and "enabled" scrips.<br>
<br>
For example, one of them is:<br>
<table width="100%" border="0" cellpadding="1" cellspacing="0">
<tbody>
<tr>
<td align="right"><a moz-do-not-send="true"
href="http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0"
target="_blank">6</a></td>
<td><a moz-do-not-send="true"
href="http://Admin/Global/Scrip.html?id=6&Queue=0" target="_blank">On
Correspond Notify
Requestors and Ccs</a></td>
<td>TransactionCreate</td>
<td>On Correspond</td>
<td>Notify Requestors and Ccs</td>
<td>Correspondence</td>
</tr>
</tbody>
</table>
<br>
<br>
Which I had assumed was the one you mention.<br>
I have correctly(?) set up Set($UseTransactionBatch,1);
<div><br>
<br>
Found 6 scrips for TransactionCreate stage with applicable type(s)
Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)<br>
</div>
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for
transaction #212 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)<br>
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn #212 of
ticket #10 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)<br>
[Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)<br>
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)<br>
<br>
But I get a "recipients not found" or "recipients are" and a null
string.. <br>
Moreover, in the bottom bit of the reply, the "<br>
<h2>Messages about this ticket will not be sent to...</h2>
<i>(Check boxes to enable notifications to the listed
recipients)</i>
"<br>
<br>
part is actually empty.<br>
<br>
Any hint?<br>
<br>
Thanks everyone,<br>
<font color="#888888">Giuseppe</font>
<div>
<div><br>
<br>
<blockquote type="cite">
<div class="gmail_quote">On Mon, Nov 29, 2010 at 8:00 AM,
Giuseppe
Sollazzo <span dir="ltr"><<a moz-do-not-send="true"
href="mailto:gsollazz@sgul.ac.uk" target="_blank">gsollazz@sgul.ac.uk</a>></span>
wrote:<br>
<blockquote class="gmail_quote"
style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">
<div bgcolor="#ffffff" text="#000000">Hi everyone,<br>
<br>
I'm playing with our rather vanilla installation of RT in which we're
supposed to have, at least for the moment, one general queue from which
tickets will be moved into two other real queue according to the
department.<br>
<br>
Trying to configure mail in and mail out, I happen to have a behaviour
which I can't totally explain and was wondering if anyone could help
figuring out.<br>
<br>
When I create a ticket from the web interface, an e-mail is correctly
sent to the requestor.<br>
My possibly wrong understanding is that any following "Reply" to the
ticket also generates a mail. However, this does not get delivered.<br>
<br>
I'm a bit puzzled as if RT manages to send the first one I assume the
configuration of the e-mail is correct. rt.log shows this sequence
(edited):<br>
<br>
<tt>[Mon Nov 29 15:13:14 2010] [debug]: About to think
about
scrips
for
transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)<br>
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for
transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)<br>
[Mon Nov 29 15:13:14 2010] [debug]: Found<b> 6 scrips </b>for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)<br>
[Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)<br>
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)<br>
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of
ticket #7 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xc6ff3cc), id 190
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text<br>
From: "Giuseppe Sollazzo via RT" <a moz-do-not-send="true"
href="mailto:our_rt_address@sgul.ac.uk" target="_blank"><our_rt_address@sgul.ac.uk></a><br>
Reply-To: </tt><tt>our_rt_address</tt><tt>@<a moz-do-not-send="true"
href="http://sgul.ac.uk" target="_blank">sgul.ac.uk</a><br>
In-Reply-To: <a moz-do-not-send="true"
href="mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com"
target="_blank"><rt-3.8.7-10240-1291041857-1530.7-5-0@example.com></a><br>
References: <a moz-do-not-send="true"
href="mailto:RT-Ticket-7@example.com" target="_blank"><RT-Ticket-7@example.com></a>
<a moz-do-not-send="true"
href="mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com"
target="_blank"><rt-3.8.7-10240-1291041857-1530.7-5-0@example.com></a><br>
Message-ID: <a moz-do-not-send="true"
href="mailto:rt-3.8.7-10240-1291043608-791.7-5-0@example.com"
target="_blank"><rt-3.8.7-10240-1291043608-791.7-5-0@example.com></a><br>
Precedence: bulk<br>
X-RT-Loop-Prevention: SGUL<br>
RT-Ticket: SGUL #7<br>
Managed-by: RT 3.8.7 (<a moz-do-not-send="true"
href="http://www.bestpractical.com/rt/" target="_blank">http://www.bestpractical.com/rt/</a>)<br>
RT-Originator: <a moz-do-not-send="true"
href="mailto:gsollazz@sgul.ac.uk" target="_blank">gsollazz@sgul.ac.uk</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:653)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)</tt><br>
<tt>[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred
recipients
for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text<br>
</tt><br>
<br>
And again, multiple times. I assume it's because 6 scrips match.
However, none of these is ever delivered. A series of error about gpg
follows (which I assume it's not required
for the system to work, as it manages to send the first e-mail without
complaining).<br>
<br>
I haven't configured the scrips myself, they seemed to be part of the
"standard" install and I had assumed they are needed for the system to
work... maybe I'm wrong about this.<br>
<br>
Any hint about this?<br>
- Scrips: is there any way to deactivate them? Are they required?<br>
- E-mail: what else should I check?<br>
<br>
Thanks,<br>
Giuseppe<br>
<pre cols="72">--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: <a moz-do-not-send="true" href="mailto:gsollazz@sgul.ac.uk"
target="_blank">gsollazz@sgul.ac.uk</a>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
</pre>
</div>
</blockquote>
</div>
<br>
</blockquote>
<br>
<br>
<pre cols="72">--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: <a moz-do-not-send="true" href="mailto:gsollazz@sgul.ac.uk"
target="_blank">gsollazz@sgul.ac.uk</a>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
</pre>
</div>
</div>
</div>
</blockquote>
</div>
<br>
</blockquote>
<br>
<br>
<pre cols="72">--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: <a moz-do-not-send="true" href="mailto:gsollazz@sgul.ac.uk"
target="_blank">gsollazz@sgul.ac.uk</a>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
</pre>
</div>
</div>
</div>
</blockquote>
</div>
<br>
</blockquote>
<br>
<br>
<pre class="moz-signature" cols="72">--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: <a moz-do-not-send="true" class="moz-txt-link-abbreviated"
href="mailto:gsollazz@sgul.ac.uk">gsollazz@sgul.ac.uk</a>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
</pre>
</blockquote>
<br>
<br>
<pre class="moz-signature" cols="72">--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: <a class="moz-txt-link-abbreviated" href="mailto:gsollazz@sgul.ac.uk">gsollazz@sgul.ac.uk</a>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
</pre>
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