RT Version: 4.2.12 (install has existed since 2003 and survived many major
upgrades)
Expected Behavior: When I move a existing ticket from one queue to another,
the new queues AdminCCs will apply to that ticket for future comments and
correspondences. I’m not expecting to see that particular tickets’s AdminCC
settings change, but I expect when a comment is made that the queues
AdminCC members show up in the BCC field of comment and correspondence
emails.
Actual Behavior: On comments and correspondences to the moved ticket, it
behaves as if there are no AdminCCs set on that queue, despite there being
queue-wide AdminCCs set. The queue in question works as expected for the
same AdminCCs when a ticket is created directly in that queue. I am not on
the AdminCC list, so my actions should not be subject to the NotifyActor
setting.
I am trying to figure out if this feature, lets call it “Tickets moved to a
new queue are affected by AdminCC of new queue”, should be:
Something that should just work in RT out of the box(not a
scrip/extention/site modification etc), this was my assumption initially
Something that is handled by a default scrip (we have done a lot of scrip
additions, modifications, and possibly deletions? so i’m suspect of our
current scrips)
Something that we can create our own scrip to handle
Or am I completely missing something?
Any information that can be provided about how queue AdminCCs apply to
tickets(especially those moved to the queue, instead of create) would be
greatly appreciated.
RT Version: 4.2.12 (install has existed since 2003 and survived many major
upgrades)
Expected Behavior: When I move a existing ticket from one queue to another,
the new queues AdminCCs will apply to that ticket for future comments and
correspondences. I’m not expecting to see that particular tickets’s AdminCC
settings change, but I expect when a comment is made that the queues AdminCC
members show up in the BCC field of comment and correspondence emails.
Actual Behavior: On comments and correspondences to the moved ticket, it
behaves as if there are no AdminCCs set on that queue, despite there being
queue-wide AdminCCs set. The queue in question works as expected for the
same AdminCCs when a ticket is created directly in that queue. I am not on
the AdminCC list, so my actions should not be subject to the NotifyActor
setting.
The way you worded this last sentence gives the impression that you
have a different understanding of NotifyActor than I do. Perhaps it is
just how I read the sentence, but perhaps not.
NotifyActor doesn’t necessarily have anything to do with AdminCcs. It
has to do with the creator of the transaction (actor) and any email
recipients from scrips that would fire off from said transaction.
Generally “Notify” type actions will check if any of the recipients
are the actor of the txn, if they are, then those recipients won’t get
an email - unless a configuration is set to do so.
I am trying to figure out if this feature, lets call it “Tickets moved to a
new queue are affected by AdminCC of new queue”, should be:
Something that should just work in RT out of the box(not a
scrip/extention/site modification etc), this was my assumption initially
Nope. It would be a scrip.
Something that is handled by a default scrip (we have done a lot of scrip
additions, modifications, and possibly deletions? so i’m suspect of our
current scrips)
I don’t recall if there is a scrip out of the gates that does this. From:
it doesn’t look like there is a notify for ticket’s queue changing.
Something that we can create our own scrip to handle
Here is our scrip. It runs under transaction batch:
rt4=# select * from scrips where id = 75 :G
-[ RECORD 1 ]----------±----------------------------------------------------------------------
id | 75
description | On Queue Change if Owner is Nobody Notify AdminCcs
scripcondition | 10
scripaction | 8
customisapplicablecode | my $is_queue_changed = 0;
| my $is_owner_changed = 0;
|
| # We make a note of the owner because we have
another scrip
| # which will email the AdminCcs if the owner
is being changed
| # to or from Nobody
|
| my $is_owner_nobody =
($self->TicketObj->Owner == RT::Nobody->id);
|
| my $batch = $self->TicketObj->TransactionBatch;
|
| if ($batch && ref($batch)) {
| for my $txn (@$batch) {
| if (($txn->Field || q{}) eq ‘Queue’) {
| $is_queue_changed = 1;
| }
| elsif (
| ($txn->Field || q{}) eq ‘Owner’
| &&
| ($txn->Type || q{}) eq ‘SetWatcher’
| ) {
| $is_owner_changed = 1;
| }
| }
| }
|
| return ($is_queue_changed && !
$is_owner_changed && $is_owner_nobody);
custompreparecode |
customcommitcode |
template | Queue Change
creator | 123670
created | 2014-06-09 21:08:54
lastupdatedby | 123670
lastupdated | 2014-06-09 21:09:44
disabled | 0
Or am I completely missing something?
I don’t think you are missing anything. If it used to work, then check
your scrips and if those look in order, look at logs or start adding
debugging statements to the code.
Any information that can be provided about how queue AdminCCs apply to
tickets(especially those moved to the queue, instead of create) would be
greatly appreciated.
Queue adminccs exist as well as ticket adminccs - at the end of the
day, they are both adminccs, but the queue ones exist more in the
background - you don’t see them on the ticket display page.
Thanks for the response, I think you may have misinterpreted my issue, see
below. RT is hard to talk about due to the language overlap(English words
and RT terms), so I may have said something confusing.
RT Version: 4.2.12 (install has existed since 2003 and survived many
major
upgrades)
Expected Behavior: When I move a existing ticket from one queue to
another,
the new queues AdminCCs will apply to that ticket for future comments and
correspondences. I’m not expecting to see that particular tickets’s
AdminCC
settings change, but I expect when a comment is made that the queues
AdminCC
members show up in the BCC field of comment and correspondence emails.
Actual Behavior: On comments and correspondences to the moved ticket, it
behaves as if there are no AdminCCs set on that queue, despite there
being
queue-wide AdminCCs set. The queue in question works as expected for the
same AdminCCs when a ticket is created directly in that queue. I am not
on
the AdminCC list, so my actions should not be subject to the NotifyActor
setting.
The way you worded this last sentence gives the impression that you
have a different understanding of NotifyActor than I do. Perhaps it is
just how I read the sentence, but perhaps not.
NotifyActor doesn’t necessarily have anything to do with AdminCcs. It
has to do with the creator of the transaction (actor) and any email
recipients from scrips that would fire off from said transaction.
Generally “Notify” type actions will check if any of the recipients
are the actor of the txn, if they are, then those recipients won’t get
an email - unless a configuration is set to do so.
I only mentioned NotifyActor to demonstrate to my audience that this
setting isn’t affecting the desired result, due to my user being the only
user listed in the AdminCC setting(which is not the case). Forget I even
mentioned it.
I am trying to figure out if this feature, lets call it “Tickets moved
to a
new queue are affected by AdminCC of new queue”, should be:
Something that should just work in RT out of the box(not a
scrip/extention/site modification etc), this was my assumption initially
Nope. It would be a scrip.
The scrip you mention below is to notify on a ticket changing queues, that
is not the feature I am chasing. I want the list of emails in the
queue-wide AdminCC to get the typical notifications on all future comments
and correspondences made to tickets(specifically tickets that are moved
into a new queue). This feature works for tickets created in the original
queue, and I don’t see a script thats doing the notifications, so I assume
its a built in RT feature?
Thanks for the response, I think you may have misinterpreted my issue, see
below. RT is hard to talk about due to the language overlap(English words
and RT terms), so I may have said something confusing.
Okay. Sorry about the noise.
RT Version: 4.2.12 (install has existed since 2003 and survived many
major
upgrades)
Expected Behavior: When I move a existing ticket from one queue to
another,
the new queues AdminCCs will apply to that ticket for future comments
and
correspondences. I’m not expecting to see that particular tickets’s
AdminCC
settings change, but I expect when a comment is made that the queues
AdminCC
members show up in the BCC field of comment and correspondence emails.
Actual Behavior: On comments and correspondences to the moved ticket,
it
behaves as if there are no AdminCCs set on that queue, despite there
being
queue-wide AdminCCs set. The queue in question works as expected for the
same AdminCCs when a ticket is created directly in that queue. I am not
on
the AdminCC list, so my actions should not be subject to the NotifyActor
setting.
The way you worded this last sentence gives the impression that you
have a different understanding of NotifyActor than I do. Perhaps it is
just how I read the sentence, but perhaps not.
NotifyActor doesn’t necessarily have anything to do with AdminCcs. It
has to do with the creator of the transaction (actor) and any email
recipients from scrips that would fire off from said transaction.
Generally “Notify” type actions will check if any of the recipients
are the actor of the txn, if they are, then those recipients won’t get
an email - unless a configuration is set to do so.
I only mentioned NotifyActor to demonstrate to my audience that this setting
isn’t affecting the desired result, due to my user being the only user
listed in the AdminCC setting(which is not the case). Forget I even
mentioned it.
Forgotten.
I am trying to figure out if this feature, lets call it “Tickets moved
to a
new queue are affected by AdminCC of new queue”, should be:
Something that should just work in RT out of the box(not a
scrip/extention/site modification etc), this was my assumption initially
Nope. It would be a scrip.
The scrip you mention below is to notify on a ticket changing queues, that
is not the feature I am chasing. I want the list of emails in the queue-wide
AdminCC to get the typical notifications on all future comments and
correspondences made to tickets(specifically tickets that are moved into a
new queue).
Okay. Now I understand.
This feature works for tickets created in the original queue,
and I don’t see a script thats doing the notifications, so I assume its a
built in RT feature?
Nope. Not a built-in feature. It would be a scrip. You can check the
mail headers in the email received from RT and find out what scrip
generated the email.
I believe it is the Message-ID. Here is one from our RT instance:
The 116322 is the ticket ID. The 4 following it is the scrip:
rt4=# select description from scrips where id = 4 ;
description
On Create Notify AdminCcs
So you could start with the emails that you are getting and see what
scrip is firing those off. After that, you could look at logs or add
debugging info to your scrip code.
