[rt-users] Notify Requestor on Requestor change

[Helmuth Ramirez]

Thanks Roy for your help on this again.  I did as you instructed, I am
not getting anything in the log.  I am attaching a screenshot of my
scrip, just so its clear what it is I'm doing.

And believe me, it was not a silly question...Linux/RT/Perl is a new
world to me...there are no "obvious" questions in my book :-)

-----Original Message-----
From: Roy El-Hames [mailto:rfh at pipex.net] 
Sent: Thursday, January 11, 2007 8:30 AM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

Hi Helmuth;
forgive me if this is a silly question but do you have a value for 
$CustomerEmailAddress
you can check by adding debug statements in the scrips :
$RT::Logger->debug("my value for CustomerEmailAddress is 
".$CustomerEmailAddress")
stick this just above the line:

$self->TicketObj->AddWatcher(Type=>'Requestor', Email =>
$CustomerEmailAddress);

and your custom action preparation code should end with
return 1;

Once you done this run a test and check your rt.log file if you do have 
a value.

Regards;
Roy

Helmuth Ramirez wrote:
> Hi all,
>   I finally got around to trying this out and was unfortunately
> unsuccessful.  Of course there is a VERY high likelihood I did
something
> wrong.  What I would like to accomplish is notify the new Requestor
when
> we change Requestors manually on a ticket (that way they know they
have
> a ticket open).
>
> Based on Roy's e-mail below here is exactly what I did:
>
> Go to New Scrip screen
> Description: RequestorChange
> Condition:   -
> Action:      User Defined
> Template:    Global template: Autoreply
> Stage:       TransactionCreate
>
> Custom Condition: blank
>
> Custom action preparation code:
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
> $CustomerEmailAddress);
>
> Custom action cleanup code: blank
>
>
> Thanks everyone!
>
> -----Original Message-----
> From: Roy El-Hames [mailto:rfh at pipex.net] 
> Sent: Friday, October 06, 2006 5:35 AM
> To: Helmuth Ramirez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> Hi Hemuth;
> I have n't RT available to me now but from memory; I *think* your 
> Condition should be on create with user defined action, I am not sure 
> how you'll want to grab the new requestor (ie the original customer 
> email address) , but when you do have it  your custom action can be 
> something similar to:
>
> $self->TicketObj->AddWatcher(Type=>'Requestor', Email => 
> $CustomerEmailAddress);
>
> If you want to remove the staff member requestor --who forwarded the 
> message-- you do :
>
> $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => 
> $StaffEmailAddress);
>
> And then you set your template the Autoreply.
> Possibly you'll need to delete the default scrip On Create AutoReply
to 
> requestor on Create
> Good luck
> Roy
>
> Helmuth Ramirez wrote:
>   
>> Hey guys,
>>   I hate to be that guy that brings up old requests..buuuuut, can
>> someone give me some advice on this?
>>
>> I'd really appreciate it.
>>
>> Thanks everyone :)
>>
>> -----Original Message-----
>> From: rt-users-bounces at lists.bestpractical.com
>> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Helmuth
>> Ramirez
>> Sent: Thursday, September 28, 2006 5:27 PM
>> To: rt-users at lists.bestpractical.com
>> Subject: [rt-users] Notify Requestor on Requestor change
>>
>> Hi all,
>>   In our environment it is common for us to forward an e-mail to RT
to
>> convert it into a ticket.  Once it's a ticket we can change the
>> requestor (since by default it would be us).  We do it like this to
>> avoid the cut and paste alternative.
>>
>> So, with that said, is there a way to....let me rephrase that, I KNOW
>>     
> RT
>   
>> can do it, I just don't know how.  We would like to change the
>>     
> requestor
>   
>> and upon doing so the new requestor be notified.  I checked the
>>     
> default
>   
>> conditions, and they involve all the 'Change' items (Status,
Priority,
>> Owner, Queue) except Requestor :(
>>
>> Any help would be REALLY appreciated.
>>
>> Cheers!!
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>>
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>>
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>>   
>>     
>
>
>   

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