[rt-users] Custom Scrip problem

Drew Barnes barnesaw at ucrwcu.rwc.uc.edu
Fri Mar 24 12:53:44 EST 2006


Doesn't that final return 0; always set it to 0 and therefore and never 
send email?

Jason B. wrote:
> 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 
> <mailto: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 
> <mailto: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 
> <mailto: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 
> <mailto: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 
> <mailto: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 
> <mailto: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 
>> <mailto: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 
>> <mailto: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 
>> <mailto: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 
>> <mailto: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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-- 
Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati




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