[rt-users] RT not sending emails to owners for specific queue

[Justin Hayes]

I've switched to TransactionCreate for these Scrips and my emails are working now....

-------------------------------------------------
Justin Hayes
OpenBet Head of Support
justin.hayes at openbet.com
+44 (0)20 8987 0715
+44 (0)7808 772 059

On 4 Oct 2011, at 09:24, Justin Hayes wrote:

> The only difference between this and my other queues appears to be that whereas for all my other queues all requestors are in Groups, with quite a few rights, the requestors on this queue do not, and only have CreateTicket and ReplyToTicket from the Everyone group.
> 
> I've got another Scrip that sends IM messages on correspond, and that doesn't work on that queue either for these external requestors. However if I put a reply on with my account it works....
> 
> Do you need ShowTicket or SeeQueue to get these scrips to work or something? 
> 
> Justin
> 
> -------------------------------------------------
> Justin Hayes
> OpenBet Head of Support
> justin.hayes at openbet.com
> +44 (0)20 8987 0715
> +44 (0)7808 772 059
> 
> On 3 Oct 2011, at 15:49, Justin Hayes wrote:
> 
>> I can't see anything applicable in the logs (either the debug log of the syslog) after that line. The template is the default global correspondence one.
>> 
>> -------------------------------------------------
>> Justin Hayes
>> OpenBet Head of Support
>> justin.hayes at openbet.com
>> +44 (0)20 8987 0715
>> +44 (0)7808 772 059
>> 
>> On 3 Oct 2011, at 15:03, Kevin Falcone wrote:
>> 
>>> On Mon, Oct 03, 2011 at 12:13:03PM +0100, Justin Hayes wrote:
>>>> It appears to fire the emails for Scrips that are at the TransactionCreate stage, but my notify owner Scrip is at TransactionBatch.
>>>> 
>>>> For a ticket in this queue I see the following line of logging:
>>>> 
>>>> [Mon Oct  3 08:00:28 2011] [debug]: Found 2 scrips for TransactionBatch stage with applicable type(s)  (/opt/rt_support.openbet
>>>> .com/bin/../lib/RT/Scrips_Overlay.pm:370)
>>>> 
>>>> But then nothing after that.....
>>> 
>>> At the least, it should tell you that those 2 weren't applicable in
>>> the logs.  Check also that your Template for the Notify Owner scrip is
>>> valid in the queue where the scrip isn't working.
>>> 
>>> -kevin
>>> 
>>> 
>>>> On 30 Sep 2011, at 16:13, Kevin Falcone wrote:
>>>> 
>>>>> On Fri, Sep 30, 2011 at 09:27:01AM +0100, Justin Hayes wrote:
>>>>>> RT 3.6.8
>>>>>> 
>>>>>> I've got a queue that we're using to track emails from recruiters. Because we want them to be able to create tickets and reply to them, but not actually see the tickets themselves, on the queue I've set it up so that the Everyone group has the  CreateTicket and ReplyToTicket rights.
>>>>>> 
>>>>>> The recruiters themselves have accounts which are enabled, and allowed to be assigned rights. They are not in any groups however so have no directly assigned rights.
>>>>>> 
>>>>>> I have the standard scrip that emails owners on ticket reply. This works fine for all other queues.
>>>>>> 
>>>>>> However on this new queue none of my owners are getting emails when the requestor replies to the ticket via email. The reply is added to the ticket (as they have the ReplyToTicket) right, so surely it should email out as per the scrip?
>>>>> 
>>>>> And what do your debug logs say happens on correspondence?
>>>>> 
>>>>> -kevin
>>>>> --------
>>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>>> *  San Francisco, CA, USA ˜ October 18 & 19, 2011
>>>>> *  Washington DC, USA ˜ October 31 & November 1, 2011
>>>>> *  Melbourne VIC, Australia ˜ November 28 & 29, 2011
>>>>> *  Barcelona, Spain ˜ November 28 & 29, 2011
>>>> 
>>>> --------
>>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>>> *  San Francisco, CA, USA  October 18 & 19, 2011
>>>> *  Washington DC, USA  October 31 & November 1, 2011
>>>> *  Melbourne VIC, Australia  November 28 & 29, 2011
>>>> *  Barcelona, Spain  November 28 & 29, 2011
>>> --------
>>> RT Training Sessions (http://bestpractical.com/services/training.html)
>>> *  San Francisco, CA, USA ˜ October 18 & 19, 2011
>>> *  Washington DC, USA ˜ October 31 & November 1, 2011
>>> *  Melbourne VIC, Australia ˜ November 28 & 29, 2011
>>> *  Barcelona, Spain ˜ November 28 & 29, 2011
>> 
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> *  San Francisco, CA, USA  October 18 & 19, 2011
>> *  Washington DC, USA  October 31 & November 1, 2011
>> *  Melbourne VIC, Australia  November 28 & 29, 2011
>> *  Barcelona, Spain  November 28 & 29, 2011
> 
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  San Francisco, CA, USA  October 18 & 19, 2011
> *  Washington DC, USA  October 31 & November 1, 2011
> *  Melbourne VIC, Australia  November 28 & 29, 2011
> *  Barcelona, Spain  November 28 & 29, 2011