[rt-users] Custom Scrip problem
Jason B.
maillist at sitepier.com
Fri Mar 24 12:33:06 EST 2006
Hello Everyone,
Its been about 2 weeks and I am still fighting with this problem.
Does anyone have any insight on what I might be doing wrong? Let me
tell you the changes I have made so far.
Here is the custom scrip:
Description: Ticket Stole
Condition: User defined
Action: Notify Owner
Template: Global Template Ticket Steal
Stage: Transaction Create
Custom Condition:
my $trans = $self->TransactionObj; return 0 unless $trans->Field eq
'Owner'; return 1 if $trans->OldValue != RT::Nobody()->id(); return 0;
Template 13: Ticket Steal
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={$Ticket->Id()}
I am testing with a Queue called Support and with 2 users called
jason and mike.
Both of these guys are in a Group called Admin
Here are the permissions in the Admin group
AdminAllPersonalGroups
AdminCustomField
AdminGroup
AdminGroupMembership
AdminOwnPersonalGroups
AdminQueue
AdminUsers
AssignCustomFields
CommentOnTicket
CreateSavedSearch
CreateTicket
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifyACL
ModifyCustomField
ModifyOwnMembership
ModifyQueueWatchers
ModifyScrips
ModifySelf
ModifyTemplate
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowACL
ShowConfigTab
ShowOutgoingEmail
ShowSavedSearches
ShowScrips
ShowTemplate
ShowTicket
ShowTicketComments
StealTicket
SuperUser
TakeTicket
Watch
WatchAsAdminCc
For global User rights:
Jason has:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
Mike has:
CommentOnTicket
CreateTicket
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Okay so in the RT_SiteConfig.pm I have set:
Set($NotifyActor, 1);
Now when someone sends a ticket mike can take ownership of the
ticket. Next when Jason steals the ticket from Mike we do not get an
e-mail of the ticket stolen. In the syslogs it says:
Mar 24 10:47:28 admin RT:
<rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com>
#2886/28802 - Scrip 3 (/usr/share/request-tracker3.4/lib/RT/Action/
SendEmail.pm:235)
Mar 24 10:47:28 admin RT:
<rt-3.4.1-2886-28802-3.19.7923242290376 at stabletransit.com> No
recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/
Action/SendEmail.pm:247)
Mar 24 10:47:28 admin RT:
<rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com>
#2886/28802 - Scrip 4 (/usr/share/request-tracker3.4/lib/RT/Action/
SendEmail.pm:235)
Mar 24 10:47:28 admin RT:
<rt-3.4.1-2886-28802-4.9.29499784638189 at stabletransit.com> No
recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/
Action/SendEmail.pm:247)
Mar 24 10:47:28 admin RT:
<rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com>
#2886/28802 - Scrip 16 On Create Notify Owner (/usr/share/request-
tracker3.4/lib/RT/Action/SendEmail.pm:235)
Mar 24 10:47:28 admin RT:
<rt-3.4.1-2886-28802-16.5.24126773829749 at stabletransit.com> No
recipients found. Not sending. (/usr/share/request-tracker3.4/lib/RT/
Action/SendEmail.pm:247)
I am using RT 3.4.1-2 which is the debian packages for Sarge 3.1.
Anyone have any ideas why its not working? I have racked my brain
for the last 2 weeks. Hopefully i provided enough information.
-jason
On Mar 8, 2006, at 11:38 PM, Jason B. wrote:
> 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
>>
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