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

Tue Aug 11 14:25:58 EDT 2009

It does not log sending a notification at all.

From: Ken Crocker [mailto:kfcrocker at lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC's to show or get scrips to execute

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.

1st 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

2nd 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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