[rt-users] Error with scrip2 'On Owner change'

Kevin Falcone falcone at bestpractical.com
Thu Jan 5 10:46:31 EST 2012

On Thu, Jan 05, 2012 at 10:13:59AM -0500, Thomas Sibley wrote:
> On 01/05/2012 09:55 AM, Franzini, Gabriele [Nervianoms] wrote:
> >>2.-In another account, I open the same ticket and steal.
> >>3.-I see this in terminal:
> > 
> >>[Thu Jan  5 11:40:44 2012] [info]: <***@cesca.cat> #247/2135 - Scrip 2
> >>On Owner Change Notify Owner
> >>[Thu Jan  5 11:40:44 2012] [info]: <***@cesca.cat> No recipients found.
> >>Not sending.
> >>
> >>It is normal? I want that RT sent email to Person 1
> >>(example1 at example.com) when another person steal her ticket.
> > 
> > I think it is normal behaviour. By the time the scrip is fired, Person 1
> > is not anymore the Owner, and you (the new Owner) are the author of the
> > change, so no recipients.
> > 
> > Maybe there is a way to retrieve the old owner from the Transaction
> > object, and send the e-mail, with a User-Defined action.
> Ah, I missed that Person 1 wants the notification.  Gabriele is correct.
>  Scrips fire on the receiving end.  You'll need to pull the old owner
> from the transaction object and use their email address in a custom
> template.

While I've not tried it, this extension provides a Notify Previous
Owner action which may be useful


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