[rt-users] Notify Requestor on Requestor change

Helmuth Ramirez HelmuthRamirez at compupay.com
Thu Jan 11 10:43:17 EST 2007


Actually, I just want it to notify Requestor(s) whenever a requestor is added.  For example:

I personally get an e-mail about a user issue, I forward it to our RT instance, it then creates a ticket in the right place.  Good so far, now I will change the requestor from me to the end user.  Its at that moment when I change the requestor name that I would like the "new" requestor to be notified they have a ticket opened for them.


-----Original Message-----
From: Roy El-Hames [mailto:rfh at pipex.net] 
Sent: Thursday, January 11, 2007 10:22 AM
To: Helmuth Ramirez
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Notify Requestor on Requestor change

I have given you the code for requester change , but you want to change 
it to a particular value .. you need to figure out where are you getting 
this value from ist in the original email text?? , do you have a queue 
for each customer?? how are you expecting RT to know when email comes 
in, the ticket created is for customer X and hence the email address 
X at mycustomer.com should be added as requester??

Regards;
Roy


Helmuth Ramirez wrote:
> After re-reading this several times (sorry, my hamsters aren't spinning their wheels up to speed yet), I can now answer properly...I am not defining a value for $CustomerEmailAddress.  That is very likely because I don't know how :(
>
> Every single condition is in that fancy drop down except On Requestor change ;)
>
> -----Original Message-----
> From: Roy El-Hames [mailto:rfh at pipex.net] 
> Sent: Thursday, January 11, 2007 9:19 AM
> To: Helmuth Ramirez
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Notify Requestor on Requestor change
>
> 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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>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>>
>>>>   
>>>>     
>>>>       
>>>>         
>>>   
>>>     
>>>       
>>   
>>
>> ------------------------------------------------------------------------
>>
>>     
>
>
>   




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