[rt-users] Custom Scrip problem

[Jason B.]

Ken & others,

After going home and troubleshooting this more and looking at the  
archive postings I noticed that some people got it working by  
changing the Template to the following:

To: {my $old_owner = RT::User->new($RT::System);
$old_owner->Load($Transaction->OldValue);
$old_owner->EmailAddress()}
Subject: Ticket #{$Ticket->Id()} taken by {$Ticket->OwnerObj->Name()}

A ticket you owned:

"{$Ticket->Subject()}"

has been taken by {$Ticket->OwnerObj->Name()}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->Id()}

Basically changing the $RT::System part.  It worked for others though  
its not working for me.  I do see that my Everyone Group does have  
ShowOutgoingMail along with Every group that I have created that has  
the ShowOutgoingMail.  I noticed the following in the /var/log/messages

Mar  8 23:30:31 admin RT: Successful login for jbartels from  
24.26.232.60 (/usr/share/request-tracker3.4/html/autohandler:197)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-2.19.1568452421506 at something.com> #2188/21627 -  
Scrip 2  (/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-2.19.1568452421506 at something.com.> No recipients  
found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:247)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> #2188/21627 -  
Scrip 15 Ticket Stolen (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:235)
Mar  8 23:30:48 admin RT:  
<rt-3.4.1-2188-21627-15.13.6658577819274 at something.com> No recipients  
found. Not sending.  (/usr/share/request-tracker3.4/lib/RT/Action/ 
SendEmail.pm:247)

Okay so when I test it by pressing the Steal ticket it only works if  
the root user has the ticket (just did it for testing) but if I use a  
real user say jbartels and have jtest user steal it I do not receive  
an e-mail and it shows that error message in the log file.

I want the e-mail sent to the user that use to have the ticket before  
it was stolen.  So it would go to jbartels if the jtest user stole  
it.  Not sure where I went wrong.  I also searched the archives and  
it said to try using the

Set($NotifyActor, 0);

Which doesn't help anything.

Any thoughts?

-jason



On Mar 8, 2006, at 6:49 PM, Ken Crocker wrote:

> JAson, to whom did you want the e_mail to go to and did you give  
> that role (like requestor) or group the "SeeOutgoingMail"  
> priviledge? If not, then you can have a hundred scrips that will go  
> nowhere if no one has the priviledge of seeing outgoing mail.
>
> Kenn
>
> Jason B. wrote:
>> Thanks to everyone who replied to my last e-mail about custom  
>> scrips Inquiry, it really helped.  I am working with the RT  
>> Essentials trying to get a butter understand of Templates and  
>> Scrips so I followed the "Your ticket was stolen Example" but when  
>> someone steals the ticket there is not an e-mail sent.  Do you see  
>> anything I did wrong?
>>
>> Here is what I did.
>>
>> Under root I did the following:
>>
>> Configurations -> Global -> templates
>>
>> Created the following template:
>>
>> To: { my $old_owner = RT::User->new( $self->CurrentUser );
>>         $old_owner->Load( $Transaction->OldValue );
>>         $old_owner->EmailAddress() }
>> Subject: Ticket #{ $Ticket->Id() } taken by { $Ticket->OwnerObj- 
>> >Name() }
>>
>> A ticket you owned:
>>
>>         { $Ticket->Subject() }
>>
>> has been taken by {$Ticket->OwnerObj->Name()}.
>>
>> { $RT::WebURL }Ticket/Display.html?id={ $Ticket->Id }
>>
>>
>>
>>
>> Saved the template.
>>
>> Then I went to Global -> Scrips -> New Scrips
>>
>> Des: Ticket Stolen
>> Condition: User Defiened
>> Action: Notify Other Requestors  ( I also tried Notified Owner)
>> Template: Global Template Ticket Steal
>> Stage: TransactionCreate
>> Custom condition:
>>
>> my $trans = $self->TransactionObj; return 0 unless $trans->Field  
>> eq 'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id();  
>> return 0;
>>
>>
>> I am running the RT 3.4.1-2 version from Debian repo.  Also the  
>> bestpractical.com website is going slow.
>>
>> Thanks for the help
>>
>> -jb
>>
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