[rt-users] Automatically sending e-mails using RT

[Kenneth Crocker]

Jeffery,



	Other than the condition is NOT specific as to TYPE of transaction, I 
don't see anything wrong with either the template or scrip. I'm 
surprised you did not use the "On Owner Change" condition to trigger 
that template. We modified our template per the RT:Essentials 
instructions and it works great.
	By the way, the first line in your template has nothing to do with 
whether a recipient gets an email or if the email even goes out. That 
particular line merely allows any attachments associated with the 
notification to go WITH the email IF it is sent. So, other than 
specifying a different condition, the only other things I can think of are:

	1) The person that initiated the transaction was ALSO the owner, 
thereby getting itself nullified because the action was "Notify" rather 
than "AutoReply" (RT does NOT execute "Notify" actions if the 
transaction initiator is the same as the recipient named in the action). 
Perhaps you should use the "AutoReply" action?
	2) The action failed because the UserID of the proposed owner did not 
have the "OwnTicket" right. Once it failed, no notification was sent. 
Did you check the logs?
	3) The scrip is NOT Global and NOT in the Queue where the transaction 
is taking place.
	4) The qualification of the recipient to get the email have changed:
		a) No longer in the group with "OwnTicket" rights to the queue.
		b) No longer a "Privileged" user.
		c) The User-defined group that HAD "OwnTicket" as a right for that 
queue no longer do.

	Well, that's enough to check out for now. Let me know what you find. 
Hope this helps.

Kenn
LBNL

On 3/28/2008 7:20 AM, Jeffrey J.D. Lee wrote:
> RT-Attach-Message: yes
> 
> 
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
> Transaction: {$Transaction->Description}
>        Queue: {$Ticket->QueueObj->Name}
>      Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
>        Owner: {$Ticket->OwnerObj->Name}
>       Status: {$Ticket->Status}
>  Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>     Priority: {$Ticket->InitialPriority}
> 
> 
> {$Transaction->Content()}
> 
> 
> Those are the first ten lines of my Transaction template.
> 
> What is odd is that it was working at one point, but now it has stopped. I
> didn't notice when it stopped.
> 
> i am using the following options in the Scrip:
> 
> Description: Owner Change
> Condition: On Transaction
> Action: Notify Owner
> Template: Global template: Transaction
> Stage: Transaction Create
> 
> Thanks for any help you can provide.
> 
> -Jeff
> 
> -Jeff
> 
> Quoting Kenneth Crocker <KFCrocker at lbl.gov>:
> 
>> Jeffrey,
>>
>>
>> 	Please list the first 10 lines of your template.
>>
>>
>> Kenn
>> LBNL
>>
>> On 3/27/2008 2:19 PM, Jeffrey J.D. Lee wrote:
>>> Tried to add a line to the beginning of the template and it still doesn't
>>> trigger the sending of e-mail. It used to work, but for some reason it
>> doesn't
>>> work anymore. Any suggestions?
>>>
>>> -Jeff
>>>
>>> Quoting Gene  LeDuc <gleduc at mail.sdsu.edu>:
>>>
>>>> Hi Jeff,
>>>>
>>>> If you haven't disabled global scrip #2 ("On Owner Change Notify Owner
>> with
>>>> template Transaction") then it should work out of the box.
>>>>
>>>> If you've changed the template, the biggest gotcha is usually not leaving
>>>> the first line of the template blank.  The blank line lets the mailer know
>>>> where the headers end and the message body begins.  No blank line means no
>>>> message body (and some pretty funky headers).
>>>>
>>>> Regards,
>>>> Gene
>>>>
>>>> At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
>>>>> I cannot seem to have the scrips in RT send an e-mail to the new owner I
>>>>> assign
>>>>> a ticket to. It seems like it should be pretty straight forward but....
>> no
>>>>> cigar. Any suggestions?
>>>>>
>>>>> -Jeff
>>>>>
>>>>>
>>>>>
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
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>>>>>
>>>>>
>>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>>> Buy a copy at http://rtbook.bestpractical.com
>>>> --
>>>> Gene LeDuc, GSEC
>>>> Security Analyst
>>>> San Diego State University
>>>>
>>>
>>>
>>>
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>>>
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> 
> 
> 
> 
>