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<p class="MsoNormal">Hello everyone,<o:p></o:p></p>
<p class="MsoNormal">I am new to this list and am hoping I can find assistance (as well as offer my own assistance to other RT users in the future.)<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I am experiencing in issue in which certain scrips have stopped functioning. I have scoured Google as well as the archive for this mailing list, and have not been able to find an answer. Here’s what’s going on:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I have a scrip (#15) with the following settings:<o:p></o:p></p>
<p class="MsoNormal" style="text-indent:.5in">Description: On Correspond Notify Requestors<o:p></o:p></p>
<p class="MsoNormal" style="text-indent:.5in">Condition: On Correspond<o:p></o:p></p>
<p class="MsoNormal"> Action: Notify Requestors<o:p></o:p></p>
<p class="MsoNormal"> Template: Global template: Correspondence<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"> User- Defined fields are left blank.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Up until recently, this has worked fine, and any time a reply was made to a ticket, the web interface would note in the ticket history that an outgoing e-mail was recorded. Now, the web interface says nothing below the reply and no e-mail
is sent to the requestors. Other e-mail traffic (such as when a ticket is created) functions perfectly. I have debugging enabled, and for each ticket reply I see this in the log:<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"> [Mon Oct 7 20:21:15 2013] [debug]: Skipping Scrip #15 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:237)<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">I am unclear exactly what “it didn’t Prepare” is supposed to mean, when I am using a predefined condition and action. The only thing that has changed recently is that I created a separate scrip to notify a ticket owner when a comment is
made to a ticket. I have since deleted both scrips and recreated the one described above, to no avail. I have not modified any other pre-existing scrips.<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Thank you for any assistance or insight you may provide!<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">-Jesse Davidson<o:p></o:p></p>
<p class="MsoNormal">IT Support Analyst, Senior<o:p></o:p></p>
<p class="MsoNormal">College of Medicine ITS<o:p></o:p></p>
<p class="MsoNormal">University of Arizona<o:p></o:p></p>
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