[rt-users] Unable to get AdminCC's to show or get scrips to execute

[Ken Crocker]

Martin,

Is it sending out a notification at all? If so, is it sending to the 
"TO" Queue" or to the "FROM" Queue? I'm thinking it sends to the "TO" 
Queue. We have a Global Scrip that does this and it sends a notice to 
the AdminCc of the "TO" Queue (as long as the actor is not the trans 
initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:
>
> I got rid of the dupes by taking the Scrip off of the queue and just 
> having it global.
>
> I thought maybe  the On Queue Change would work if I added an AdminCC 
> to the ticket but still no go.
>
> Is there something I have to set in the config for "On Queue Change" 
> to work as a custom condition?
>
>  
>
> *From:* Martin Dorschler
> *Sent:* Tuesday, August 11, 2009 11:56 AM
> *To:* 'Ken Crocker'; rt Users
> *Subject:* RE: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> I set my etc/request-tracker3.6/RT_SiteConfig.pm to
>
> Set($NotifyActor, 1);  
>
> And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm
>
>  
>
> I just restarted apache and it now _/IS/_ sending an email for owner 
> change (In fact it is sending it Twice! And logging it twice in history)
>
> Progress, yes!
>
>  
>
> Still no email on queue change however
>
> And still not populating the AdminCC
>
>  
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 11:19 AM
> *To:* Martin Dorschler; rt Users
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> You set your RT_SiteConfig.pm to turn on "NotifyActor?
>
> Kenn
> LBNL
>
> On 8/11/2009 8:18 AM, Martin Dorschler wrote:
>
> Thanks for your response. I just tried enabling that however it does 
> not seem to have made a difference. Also in history it does not show 
> that the Scrip is occurring, that is it shows the following
>
>  
>
> #             Tue Aug 11 08:36:34 2009              martin - Ticket 
> created                 [Reply] [Comment]
>
> Subject:               12345
>
> Download (untitled) [text/plain 5b]
>
> abcde
>
> #             Tue Aug 11 08:36:35 2009              RT_System - 
> Outgoing email recorded                  [Show]
>
> #             Tue Aug 11 10:18:26 2009              martin - Queue 
> changed from City to Tuscom                   
>
> #             Tue Aug 11 10:18:26 2009              martin - Given to 
> martin
>
>  
>
> But no emails are sent either for changing queue or for changing owner
>
>  
>
> *From:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Sent:* Tuesday, August 11, 2009 10:08 AM
> *To:* Martin Dorschler
> *Cc:* rt-users at lists.bestpractical.com 
> <mailto:rt-users at lists.bestpractical.com>
> *Subject:* Re: [rt-users] Unable to get AdminCC's to show or get 
> scrips to execute
>
>  
>
> Martin,
>
> Are you aware that the person that initiates the transaction (whether 
> it be Queue change, create, whatever) does NOT get a notification. If 
> I am the AdminCc and I create a ticket or change the Queue or 
> whatever, I will NOT get an EMail. Reason, RT sees it as a redundant 
> exercise. The Email is in history and you already know what you did. 
> IF, however, you still want to get one, then change your configuration 
> to turn on "Notify Actor". Hope this helps.
>
> Kenn
> LBNL
>
> On 8/11/2009 7:29 AM, Martin Dorschler wrote:
>
> RT 3.6.5
>
> Under the specific queue as admin I have set 2 users as Administrative 
> CC however when creating a new ticket in this queue they do not show 
> in  AdminCC section.
>
>  
>
> Also in both global Scrips and per Queue scrips I have tried to set 2 
> simple scrips but they never seem to trigger. I only have one "Stage" 
> available in Scrips which is TransactionCreate.
>
> I feel I must be missing some general concept in how these are 
> supposed to work, but cannot find my error in Docs or FAQ.
>
> Specifics of Scrips follow. Any help greatly appreciated.
>
>  
>
> 1^st is to send an email to AdminCC's on queue change
>
>  
>
> Condition: User Defined
>
>                 Custom Condition: On Queue Change
>
> Action: Notify AdminCcs
>
> Template: Global Template: Status Change
>
> Stage: TransactionCreate
>
>  
>
> 2^nd is to notify an owner if a ticket is assigned to him
>
>  
>
> Condition: On Owner Change
>
> Action: Notify Owner
>
> Template: Global Template: Transaction
>
> Stage: TransactionCreate
>
>  
>
>  
>
>  
>
>  
>  
>  
>  
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