[rt-users] Unable to get AdminCC's to show or get scrips to execute
Ken Crocker
kfcrocker at lbl.gov
Tue Aug 11 14:58:36 EDT 2009
Martin,
You got me. The only time I have ever had a notification not go out was
when the conditions weren't right. If other notification scrips are
working, then other than "desk-checking" your conditions and making sure
they match, I don't have anything else to offer. Sorry.
Kenn
LBNL
On 8/11/2009 11:25 AM, Martin Dorschler wrote:
>
> 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.
>
>
>
> 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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