[rt-users] closing a ticket

Alex Peters alex at peters.net
Wed Aug 6 07:41:19 EDT 2014


What's the numeric ID of the scrip responsible for emailing requestors when
a ticket is resolved, and what is its configuration?


On 6 August 2014 19:51, Matthias Henze <lists at mhcsoftware.de> wrote:

> Am 06.08.2014 11:20, schrieb Alex Peters:
> > By default, RT_Config variable $NotifyActors is set to a false value,
> > which means RT doesn't send mail to the person that initiated the
> > action.  If you're resolving a ticket and you're one of the requestors,
> > you won't receive email in this scenario.
>
> When I set "$NotifyActors" to 1 the the staff person get a notification
> when he takes the ticket. The requestor does not get any auto generated
> message but the initial reply for the ticket.
>
> > If that's not the problem, is the relevant scrip applied to the correct
> > queues?
>
> When I look at the scrips for the queue I can see the scrip for
> notification on resolve.
>
> > If that's not the problem, what does RT's debug log report when you
> > resolve a ticket?
>
> RT logs when I resolve the ticket and set "Update Type" ot "Comments"
> and "Status" to "resolved", as I was used to with 4.0 where the
> requestor got notified that the ticket was closed :
>
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: About to prepare scrips for
> transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 5 scrips for
> TransactionCreate stage with applicable type(s) Status for txn #11167 on
> ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #2 because it
> isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #10 because
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #12 because
> it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Skipping Scrip #13 because
> it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: About to commit scrips for
> transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Committing scrip #11 on txn
> #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306)
> [23619] [Wed Aug  6 09:44:09 2014] [warning]: Couldn't load object
> RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027)
> [23619] [Wed Aug  6 09:44:09 2014] [debug]: Found 0 scrips for
> TransactionBatch stage with applicable type(s) Status for txn #11167 on
> ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495)
> [23619] [Wed Aug  6 09:44:10 2014] [debug]: Rendering attachment #7820
> of 'text/html' type
> (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)
>
>
> >
> > The "on resolve" condition only matches when a ticket is set to
> > "resolved."  The "on close" condition matches when a ticket is set to an
> > "inactive" status (which in a default RT configuration is "resolved" or
> > "rejected").
> >
> >
> > On 6 August 2014 18:03, Matthias Henze <lists at mhcsoftware.de
> > <mailto:lists at mhcsoftware.de>> wrote:
> >
> >     Hi,
> >
> >     when I close a ticket no mail is sent out to the requestor. I've
> checked
> >     that there is a scrip "On Resolve Notify Requestors" with the
> condition
> >     "on resolve". This is the case after upgrading from 4.0.x to 4.3.x.
> How
> >     to fix this?
> >
> >     An other question: What is the difference between "on resolve" and
> "on
> >     close" in the condition drop down field?
> >
> >     TIA
> >     Matthias
> >
> >
> >     --
> >
> >     MHC SoftWare GmbH
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> >     96274 Itzgrund/Germany
> >
> >     voice: +49-(0)9533-92006-0
> >     fax: +49-(0)9533-92006-6
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> >
> >     HR Coburg: B2242
> >     Geschäftsführer: Matthias Henze
> >
> >
> >
> >     --
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> >
> >
>
>
>
> --
>
> MHC SoftWare GmbH
> Fichtera 17
> 96274 Itzgrund/Germany
>
> voice: +49-(0)9533-92006-0
> fax: +49-(0)9533-92006-6
> e-mail: info at mhcsoftware.de
>
> HR Coburg: B2242
> Geschäftsführer: Matthias Henze
>
>
>
> --
> RT Training - Boston, September 9-10
> http://bestpractical.com/training
>
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