A reminder creates a ticket and sends email to queue watchers?

I’ve just started playing around with reminders in RT 3.6.0 and they appear
to be working. However, whenever I create a reminder, it creates a new
ticket referencing the original and then sends email to the queue watchers.
Is there anyway to prevent this behaviour?

Thanks
Dan

DISCLAIMER: The information in this message is confidential and may be
legally privileged. It is intended solely for the addressee. Access to this
message by anyone else is unauthorized. If you are not the intended
recipient, any disclosure, copying, or distribution of the message, or any
action or omission taken by you in reliance on it, is prohibited and may be
unlawful. Please immediately contact the sender if you have received this
message in error. Thank you.

<>

Dan Lamers.vcf (389 Bytes)

I’ve experienced this behaviour as well. Is this what a reminder is
supposed to do, and if so, does anyone know the reasoning behind it?

Taan

More strange behaviour:
The Ticket that is automatically created contains a “refers to” link to
the ticket that created it, however that ticket doesn’t contain a
"referred to by" link.
Also, I can’t find the automatically created ticket by doing a search on
its ID (status new), but if I type
http://rt.cryologic.com/rt/Ticket/Display.html?id=274 the ticket is
displayed. Seems a bit weird.

Taan

Hello All,

I am facing the same issue as Dan describes below:On creation of a new reminder a “new ticket notification” is sent to the agents. As I now have seen from searching the Nabble list archive, the notification is in terms of the DB nothing else than a special kind of ticket, so this notification is in the first step OK. But: How can I prevent this notification? Our agents get confused with mails for thickets they don’t see… Currently I have a global scrip to inform our agents of new tickets. Do I need to change this to queue-wise scrips? Thanks for any help! Kai Schmitte Lamers, Dan wrote:

I’ve just started playing around with reminders in RT 3.6.0 and they
appear
to be working. However, whenever I create a reminder, it creates a new
ticket referencing the original and then sends email to the queue
watchers.
Is there anyway to prevent this behaviour?

Thanks
Dan

[…cut by KS …]

View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19854610.html

Hello All,

I am facing the same issue as Dan describes below:
On creation of a new reminder a “new ticket notification” is sent to the
agents.

As I now have seen from searching the Nabble list archive, the notification
is in terms of the DB nothing else than a special kind of ticket, so this
notification is in the first step OK.

But: How can I prevent this notification? Our agents get confused with mails
for thickets they don’t see…

Currently I have a global scrip to inform our agents of new tickets. Do I
need to change this to queue-wise scrips?

I can’t reproduce this here, can you give us the RT version used?

Hello Emmanuel,

I’m sorry - this was what I forgot.
I’m using RT 3.6.5 on an Ubuntu Linux system with MySQL
(all versions I got are from the apt-get command).
I currently don’t know the version of Perl (and I have no idea how to find
out - sorry for being a complete Perl-Newbie…)

Thanks for your help!

Kai

Emmanuel Lacour wrote:

I can’t reproduce this here, can you give us the RT version used?

View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19854928.html

Hello Emmanuel,

I’m sorry - this was what I forgot.
I’m using RT 3.6.5 on an Ubuntu Linux system with MySQL
(all versions I got are from the apt-get command).
I currently don’t know the version of Perl (and I have no idea how to find
out - sorry for being a complete Perl-Newbie…)

I use 3.8.1 now, but I used Reminders in 3.6.5 and don’t remember this
issue.

Reminders are tickets of “Type” “reminder”, standard tickets as
Type=‘ticket’.

do you have som custom scrips?

Yes, I have some custom scrips.
There should be only one which can be causing this issue (looking at the
list of agents getting the message):
I have created a global notification for new Tickets to CCs (goal is to
notify CCs of all queues in case of new tickets, our Agents will then get
notified in case of new tickets and can AdminCC themselfes to this ticket if
whished):
The settings are:

  • Condition: On Create
  • Action: Notify CCs
  • Template: Global Template: Transaction
  • Stage: TransactionCreate

May this be the cause of the messages? Can it be that this notification
needs to be local for each queue?
(By the way - the same happens for the equivalent global scrip to notify
AdminCCs)

From the RT book I can see that the “Emergency Support” contains a similar
scrip - which seems to be bound to the queue…

Thanks!

Kai

Emmanuel Lacour wrote:

I use 3.8.1 now, but I used Reminders in 3.6.5 and don’t remember this
issue.
Reminders are tickets of “Type” “reminder”, standard tickets as
Type=‘ticket’.
do you have som custom scrips?

View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19855915.html

Any scrips that apply to the source queue will apply to the reminders,
which as you described, are just tickets in that queue. If you have
queue AdminCCs they will typically receive all queue emails, including
those generated for the reminder.

We created a new queue called Reminders and modified Reminders.pm in
local/lib/RT to make sure all Reminder Tickets were created in the
Reminders queue. This way we were able to control Reminder emails
separately to the emails of the source queue.

Gordon

kschmitte wrote:

Hello Gordon,

thanks for that hint!

In my Reminders.pm I see the line “our $REMINDER_QUEUE = ‘General’”.
Does this mean that that the currently used reminder queue is the queue
General?

In this case I would either change this to a “reminder” queue (where only
the superuser has access to) or would assure that no notifications will be
sent to for the queue “General” - is this correct?

Thanks,

Kai

gordon-42 wrote:

We created a new queue called Reminders and modified Reminders.pm in
local/lib/RT to make sure all Reminder Tickets were created in the
Reminders queue. This way we were able to control Reminder emails
separately to the emails of the source queue.

Gordon

View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p19873362.html

To all,

We'er using 3.6.4 and ha never had the problem your discussing in terms 

of reminders. Is this new due to 3.8?

Kenn
LBNLOn 10/7/2008 11:59 PM, kschmitte wrote:

Hello Gordon,

thanks for that hint!

In my Reminders.pm I see the line “our $REMINDER_QUEUE = ‘General’”.
Does this mean that that the currently used reminder queue is the queue
General?

In this case I would either change this to a “reminder” queue (where only
the superuser has access to) or would assure that no notifications will be
sent to for the queue “General” - is this correct?

Thanks,

Kai

gordon-42 wrote:

We created a new queue called Reminders and modified Reminders.pm in
local/lib/RT to make sure all Reminder Tickets were created in the
Reminders queue. This way we were able to control Reminder emails
separately to the emails of the source queue.

Gordon

Kenneth Crocker wrote:

To all,

We’er using 3.6.4 and ha never had the problem your discussing in terms
of reminders. Is this new due to 3.8?

no

kschmitte wrote:

Hello Gordon,

thanks for that hint!

In my Reminders.pm I see the line “our $REMINDER_QUEUE = ‘General’”.
Does this mean that that the currently used reminder queue is the queue
General?

In this case I would either change this to a “reminder” queue (where only
the superuser has access to) or would assure that no notifications will be
sent to for the queue “General” - is this correct?

Thanks,

Kai

I created a new queue called Reminders.

In Reminders.pm I changed:

$REMINDER_QUEUE = ‘Reminders’

As far as I can tell the $REMINDER_QUEUE is not actually used in
Reminders.pm so I also modified:

my $query = ‘Queue = "’. $self->TicketObj->QueueObj->Name .’" AND Type =
“reminder”’;

to

my $query = ‘Queue = "’. $REMINDER_QUEUE .’" AND Type = “reminder”’;

and:

Queue => $self->TicketObj->Queue,

to

Queue => “$REMINDER_QUEUE”,

WARNING: This applied to RT-3.6.
A quick look at RT-3.8 indicated Reminders.pm has changed slightly.
Also I strongly doubt this is preferred way of making changes. Changes
should probably be made via an overlay in Reminders_Local.pm however I
am not sure how.

regards
Gordon

Hello Gordon,

thanks for that - after changing the Reminders.pm as you described it worked
on my 3.6.5.

The only remaining question I have: Why did it work when changing the
Reminders.pm - but not when I added a Reminders_Overlay.pm (containing the
contents of Reminders.pm + my changes)? When I then replaced the original
Reminders.pm with the Reminders_Overlay.pm everything was fine.
Do I need to set up RT to know this new file?

Thanks for all the help

Kai

gordon-42 wrote:

I created a new queue called Reminders.
In Reminders.pm I changed:
$REMINDER_QUEUE = ‘Reminders’

As far as I can tell the $REMINDER_QUEUE is not actually used in
Reminders.pm so I also modified:

my $query = ‘Queue = "’. $self->TicketObj->QueueObj->Name .’" AND Type =
“reminder”’;
to
my $query = ‘Queue = "’. $REMINDER_QUEUE .’" AND Type = “reminder”’;

and:

Queue => $self->TicketObj->Queue,
to
Queue => “$REMINDER_QUEUE”,

WARNING: This applied to RT-3.6.

View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p20011641.html

Ok - got it - I’ll need to add the overlay to the initial file.

So I have a section like following in my Reminders.pm:

eval "require RT::Reminders_Vendor";
    if ($@ && $@ !~ qr{^Can't locate RT/Reminders_Vendor.pm}) {
        die $@;
    };

and what is missing is an additional section for the overlay:

eval "require RT::Reminders_Overlay";
    if ($@ && $@ !~ qr{^Can't locate RT/Reminders_Overlay.pm}) {
        die $@;
    };

not tested yet, but apperantly it works with the other overlays.

kschmitte wrote:

[…]
The only remaining question I have: Why did it work when changing the
Reminders.pm - but not when I added a Reminders_Overlay.pm (containing the
contents of Reminders.pm + my changes)? When I then replaced the original
Reminders.pm with the Reminders_Overlay.pm everything was fine.
Do I need to set up RT to know this new file?
[…]

View this message in context: http://www.nabble.com/A-reminder-creates-a-ticket-and-sends-email-to-queue-watchers----tp5839136p20014892.html