So here's my setup: I have an 'alert' email for tickets, and a 'support'
email for tickets. Alert cc's our cell phones (via /etc/aliases) and
sets the ticket to a high priority (via a scrip based on to: email
headers) . Support goes to the same queue but simply notifies the
adminCCs via email. The problem is that since I'm using the script from
the wiki to add ccs as watchers, the alert email keeps getting added to
tickets as a cc, even though support owns them. This results in
everyone's cell phones getting sms'd every time there is a reply to an
alert ticket. Even after I remove alert from the ticket, users continue
to reply to the initial email where alert was cc'd.
For some reason the part of the script that doesn't add the cc if a user
is an RT user isn't working for this email.
I attempted to shove the alert email into @blacklist in SendEmail.pm,
which seemed to work, but unrelated scrips are now failing. (Errors
below.) I'm open to suggestions if I'm going about this completely
wrong.
I added the following code into SendEmail.pm:
foreach my $address (qw/ alert at tivo.com/){
$RT::Logger->debug("squelching alert");
push @blacklist, $address;
}
/var/log/rt/rt.log displays the following when replying to a ticket with
alert cc'd:
[Fri May 23 01:26:14 2008] [debug]: Found 5 scrips
(/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Fri May 23 01:26:14 2008] [error]: Scrip Prepare 3 died. - Can't locate
object method "new" via package "RT::Action::Autoreply" at
/usr/lib/rt/RT/ScripAction_Overlay.pm line 178.
Stack:
[/usr/lib/rt/RT/ScripAction_Overlay.pm:178]
[/usr/lib/rt/RT/Scrip_Overlay.pm:473]
[/usr/lib/rt/RT/Scrips_Overlay.pm:236]
[/usr/lib/rt/RT/Transaction_Overlay.pm:162]
[/usr/lib/rt/RT/Record.pm:1438]
[/usr/lib/rt/RT/Ticket_Overlay.pm:720]
[/usr/local/rt/lib/RT/Interface/Email.pm:793]
[/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]
(/usr/lib/rt/RT/Scrip_Overlay.pm:481)
[Fri May 23 01:26:14 2008] [error]: Scrip Prepare 4 died. - Can't locate
object method "new" via package "RT::Action::Notify" at
/usr/lib/rt/RT/ScripAction_Overlay.pm line 178.
Stack:
[/usr/lib/rt/RT/ScripAction_Overlay.pm:178]
[/usr/lib/rt/RT/Scrip_Overlay.pm:473]
[/usr/lib/rt/RT/Scrips_Overlay.pm:236]
[/usr/lib/rt/RT/Transaction_Overlay.pm:162]
[/usr/lib/rt/RT/Record.pm:1438]
[/usr/lib/rt/RT/Ticket_Overlay.pm:720]
[/usr/local/rt/lib/RT/Interface/Email.pm:793]
[/var/rt/html/REST/1.0/NoAuth/mail-gateway:58]
(/usr/lib/rt/RT/Scrip_Overlay.pm:481)
[Fri May 23 01:26:14 2008] [debug]: About to commit scrips for
transaction #3535 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
~~
Kimberly McKinnis
System Operations Engineer
Service Provider Division, TiVo Inc
408-519-9607
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