[rt-users] Custom Scrip problem

Fri Mar 24 13:45:59 EST 2006

Hello Drew,

I actually got this scrip from the RT Essentials book.  I tried to  
see if there were any errors with it on the O'Reilly page.

-jb

On Mar 24, 2006, at 11:53 AM, Drew Barnes wrote:

> 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>> N 
>> o 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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