[rt-users] Notify Requestor on Requestor change

[Roy El-Hames]

Please do n't set an email notifier when mailing to the list .. we may 
suspect you as a spammer :¬)
As Drew mentioned (and I think I mentioned it in my first  mail) you 
need a condition which is on Create, because I guess  what you want is:
When a ticket is created => add new/change requester
Also where are you getting your requester's email address from, you need 
to define and give value to $CustomerEmailAddressRegards;

Regards;
Roy

 
Helmuth Ramirez wrote:
> 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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