[rt-users] Custom Scrip problem
Kenneth Crocker
KFCrocker at lbl.gov
Fri Mar 24 13:53:57 EST 2006
Jason,
I'm curious. If your two uesrs are in a group that has all those
rights, why did you even bother to give them global user rights? The
only global user right we give is superuser and that's only to us
system admins. Once a user is in a group and that group has rights, man,
your done. If you create another Queue, then you can either allow that
group to have certain rights for that particular queue or not. It looks
to me like you dished out WAY too many rights, like a scatter-gun effect
and that's makes it a lot tougher to debug any problem. Try trimming
some of that stuff off and make little changes, one at a time.
Kenn
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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