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<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">In case anyone is interested - I figured out the problem. Everything I did was correct, however, the only member of the group to which I wanted the mail sent was also the user moving the ticket.
The transacting user, apparently, is exempt from the rt-email-group-admin action. I added an additional user to the group and that user receives mails exactly as expected.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D">Brandon<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;color:#1F497D"><o:p> </o:p></span></p>
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<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com]
<b>On Behalf Of </b>Brandon Olszewski<br>
<b>Sent:</b> Wednesday, March 09, 2011 4:12 PM<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] Need RT to send mail to a group<o:p></o:p></span></p>
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<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Greetings,<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to all members of an RT group whenever a ticket is moved from any queue into the “LAN” queue. I’ve created a group called “LAN”, and placed the desired recipient’s
RT user account as a member.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’ve used the following command to create a custom action to send email to this group:<o:p></o:p></p>
<p class="MsoNormal">/opt/rt3/sbin/rt-email-gorup-admin –add ‘Notify LAN group’ –group ‘LAN’<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">And I have verified the successful creation of this action with this command:<o:p></o:p></p>
<p class="MsoNormal">/opt/rt3/sbin/rt-email-group-admin –list ‘Notify LAN group’<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Result of the above command:<o:p></o:p></p>
<p class="MsoNormal">Name: Notify LAN group<o:p></o:p></p>
<p class="MsoNormal">Module: NotifyGroup<o:p></o:p></p>
<p class="MsoNormal">Members:<o:p></o:p></p>
<p class="MsoNormal"> Group => LAN<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’ve created a scrip (number 14 for this RT instance) in the LAN queue with the following paramaters:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Description: NotifyLAN<o:p></o:p></p>
<p class="MsoNormal">Condition: On Queue Change<o:p></o:p></p>
<p class="MsoNormal">Action: Notify LAN group (the custom action created in the above step)<o:p></o:p></p>
<p class="MsoNormal">Template: Global template: Admin Correspondence (unchanged default template)<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">When I move a ticket to the LAN queue, no email is sent, and these two lines appear in the RT log file:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">[info]: #27/427 – Scrip 14 NotifyLAN (/opt/rt3/bin/../lib/RT/Interface/Email.pm:302)<o:p></o:p></p>
<p class="MsoNormal">[info]: No recipients found. Not Sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352)<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I’m not set on using this method of sending email to a group if someone has an easier/working way to do it. Any help would be greatly appreciated.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Brandon<o:p></o:p></p>
<p class="MsoNormal"><span style="font-family:"Times New Roman","serif""><o:p> </o:p></span></p>
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