[rt-users] R: Scrip does not send email

[Ken Crocker]

Guad,

    IF that person /IS/ getting other emails, is it from the same queue? 
But I think you're right. It is somewhere else, but NOT the scrip. The 
scrip is fine.

Kenn
LBNL

On 6/11/2009 7:46 AM, Guadagnino Cristiano wrote:
>
> Hi Ken!
>
>  
>
> Yes, the ticket status got changed to "rejected".
>
> I'll look at the rights, but that same user receives a notification 
> email if I "take" one of his tickets, so I'm inclined to think the 
> problem is elsewhere.
>
>  
>
> Thank you!
>
>  
>
> Bye
>
> Cris
>
>  
>
> *Da:* Ken Crocker [mailto:kfcrocker at lbl.gov]
> *Inviato:* giovedì 11 giugno 2009 16.41
> *A:* Guadagnino Cristiano
> *Cc:* rt-users at lists.bestpractical.com
> *Oggetto:* Re: [rt-users] Scrip does not send email
>
>  
>
> Guadagnino,
>
>
>     From what I can see, the scrip did TRY to send an Email. So the 
> action /did/ work. I would look at the privileges for the requestor. 
> If RT tries to send an Email and the Requestor doesn't have the right 
> to GET Emails, then RT won't find a recipient. I'm not sure, but I 
> think "watch" would be a right o look at. There may be others, but 
> look in that direction. BTW, did the ticket status get changed to 
> "rejected"?
>
> Kenn
> LBNL
>
> On 6/11/2009 1:44 AM, Guadagnino Cristiano wrote:
>
> Hi all,
>
> I am having a problem with a scrip that does not send emails as expected.
>
>  
>
> I have a queue with a mandatory custom field. If a user tries to 
> create a ticket in that queue from the RT interface without populating 
> the cf, RT will complain. However, if a user creates the ticket by 
> sending an email RT will happily create it.
>
>  
>
> So I created a scrip on that queue that checks if a mandatory cf is 
> present, and if it is - and it is not populated - it will put the 
> ticket in status "rejected".
>
>  
>
> Settings are:
>
>  
>
> Condition: User Defined
>
> Action: Notify Requestors
>
> Template: Global template: Error: no mandatory CF
>
> Stage: TransactionBatch
>
> Custom Condition:
>
> my $trans = $self->TransactionObj;
>
> return 0 unless $trans->Type eq "Create";
>
>  
>
> my $ticket = $self->TicketObj;
>
>  
>
> my $CustomFields = $ticket->QueueObj->TicketCustomFields();
>
> while (my $CustomField = $CustomFields->Next()) {
>
>     my $nam = $CustomField->Name;
>
>     my $typ = $CustomField->Type;
>
>     my $vad = $CustomField->Pattern;
>
>  
>
>     $RT::Logger->info( ">  CustomField: $nam \n" );
>
>     $RT::Logger->info( ">  CustomField: $typ \n" );
>
>     $RT::Logger->info( ">  CustomField: $vad \n" );
>
>  
>
>     if ($vad = '(?#Mandatory)') {
>
>         my $val = $ticket->FirstCustomFieldValue($nam);
>
>         if ($val ne '') {
>
>             return 0;
>
>         } else {
>
>             $ticket->SetStatus("rejected");
>
>         }
>
>     }
>
> }
>
>  
>
> return 1;
>
>  
>
> The scrip works as expected, but it will not send the email to the 
> requestor. In the log I see this:
>
>  
>
> 49587 - Scrip 28 OnCreateCheckCF 
> (/opt/rtschedu/bin/../lib/RT/Action/SendEmail.pm:302)
>
> [Thu Jun 11 07:53:27 2009] [info]: 
> <rt-3.8.4-8458-1244706807-1237.3505-28-0 at Bankadati S.I.> 
> <mailto:rt-3.8.4-8458-1244706807-1237.3505-28-0 at BankadatiS.I.> No 
> recipients found. Not sending. 
> (/opt/rtschedu/bin/../lib/RT/Interface/Email.pm:338)
>
>  
>
> I can not understand why it is saying "No recipients found". Any ideas?
>
>  
>
> TIA
>
> Bye
>
> Cris
>
>  
>
>  
> ------------------------------------------------------------------------
>
>
>   
>  
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com <mailto:sales at bestpractical.com>
>  
>  
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
> Buy a copy at http://rtbook.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20090611/5997b694/attachment.htm>