Admincc

Mark_Cheverton · June 18, 2001, 3:12pm

Hi,
I think I;m having the same problem as Yeow. I add in users onto
a
queues admincc list. They correctly get copies of the initial ticket
through my global OnCreate NotifyAllWatchersAsComment. When a comment is
made though it only goes to the requestor and if I check on the People
box for the ticket the queue level Admincc’s never show up there (I have
OnComment NotifyAdminCcsAsComment).

    I'm trying to mimic the behaviour of 1.0 and have a set of users

who
can knock comments back and forth. It doesn’t seem that the adminccs for
the queues filter down into the tickets beyond the initial ticket
creation, is this correct? If so it means that anyone who wants to
discuss a ticket via comments has to add themselves into every ticket?!
Am I reading soemthing wrong?

-Ennui
Mark Cheverton aka [MORAT]Ennui http://morat.net/
Morat Games ICQ: 42123856

Free hosting for clans including discussion boards, email etc.
If you need hosting for your clan with all the gaming extras
see http://clans.morat.net/hosting.phtml

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Jesse1 · June 18, 2001, 7:34pm

Hi,
I think I;m having the same problem as Yeow. I add in users onto
a
queues admincc list. They correctly get copies of the initial ticket
through my global OnCreate NotifyAllWatchersAsComment. When a comment is
made though it only goes to the requestor and if I check on the People
box for the ticket the queue level Admincc’s never show up there (I have
OnComment NotifyAdminCcsAsComment).

What MTA are you using? How have you configured RT to send email?

    I'm trying to mimic the behaviour of 1.0 and have a set of users
who
can knock comments back and forth. It doesn’t seem that the adminccs for
the queues filter down into the tickets beyond the initial ticket
creation, is this correct?

That is not correct. Queue admin CCs apply to all tickets within a queue.

-Ennui

Mark Cheverton aka [MORAT]Ennui http://morat.net/
Morat Games ICQ: 42123856
Free hosting for clans including discussion boards, email etc.
If you need hosting for your clan with all the gaming extras
see http://clans.morat.net/hosting.phtml

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Mark_Cheverton · June 19, 2001, 8:30am

Jesse wrote:

What MTA are you using? How have you configured RT to send email?

I upgraded mysql to the latest release and that unfortunatly didn't fix

thingse. I’m using sendmail - I have tried both sendmail and
sendmailpipe with the same effect. I know email is working because
initial process works - a ticket comes in, the autoreply goes out to
requestor, the ticket is sent out to queue adminccs. But then further
comments do not go to the queue adminccs even though they are shown in
the web interface when entering a comment.

Also I'm seeing other really wierd stuff happening. Some times a page

just hangs and won’t load. Sometimes when doing things like view headers
it says no permission to view ticket, but on reload will work (and this
is after I have just restarted apache so no mod_perl caching issue).
Also sometimes when I hit comment on a new ticket the status field has
— selected rather than new other times it has new selected.

Config is as follows, these are both global, I havent done anything

specific to a particular queue except add the watcher as admincc:

scrips:	OnCreate AutoreplyToRequestors AutoReply
	OnCorrespond NotifyRequestorsAndCcsAsComment Correspondence
	OnCreate NotifyAllWatchersAsComment Correspondence
	OnComment NotifyAdminCcsAsComment AdminComment
rights:	Everyone - CreateTicket
	Owner - CommentOnTicket, DeleteTicket, ModifyTicket, ReplyToTicket,

ShowTicket, WatchAsAdminCc, SeeQueue
Requestor - ReplyToTicket
Cc - ReplyToTicket
AdminCc - CommentOnTicket, ModifyQueueWatchers, OwnTicket, SeeQueue,
ShowTicket, ShowTicketComments, ModifyTicket

-Ennui
Mark Cheverton aka [MORAT]Ennui http://morat.net/
Morat Games ICQ: 42123856

Free hosting for clans including discussion boards, email etc.
If you need hosting for your clan with all the gaming extras
see http://clans.morat.net/hosting.phtml

                   --+++ Less Lag More Frag +++--

Jesse1 · June 19, 2001, 3:32pm

Jesse wrote:

What MTA are you using? How have you configured RT to send email?

I upgraded mysql to the latest release and that unfortunatly didn’t fix
thingse. I’m using sendmail - I have tried both sendmail and
sendmailpipe with the same effect. I know email is working because
initial process works - a ticket comes in, the autoreply goes out to
requestor, the ticket is sent out to queue adminccs. But then further
comments do not go to the queue adminccs even though they are shown in
the web interface when entering a comment.

Does it look like the scrips are fireing in the debug log?

Also I’m seeing other really wierd stuff happening. Some times a page
just hangs and won’t load. Sometimes when doing things like view headers
it says no permission to view ticket, but on reload will work (and this
is after I have just restarted apache so no mod_perl caching issue).

The only time I’ve seen this was when the web interface couldn’t write to
its session files properly.

Also sometimes when I hit comment on a new ticket the status field has
— selected rather than new other times it has new selected.

That sounds like a symptom of the same issue

Config is as follows, these are both global, I havent done anything
specific to a particular queue except add the watcher as admincc:

scrips: OnCreate AutoreplyToRequestors AutoReply
OnCorrespond NotifyRequestorsAndCcsAsComment Correspondence
OnCreate NotifyAllWatchersAsComment Correspondence
OnComment NotifyAdminCcsAsComment AdminComment
rights: Everyone - CreateTicket
Owner - CommentOnTicket, DeleteTicket, ModifyTicket, ReplyToTicket,
ShowTicket, WatchAsAdminCc, SeeQueue
Requestor - ReplyToTicket
Cc - ReplyToTicket

You probably want these folks to have ‘ShowTicket’ as well. Especially if you expect them
to use the webui.

  AdminCc - CommentOnTicket, ModifyQueueWatchers, OwnTicket, SeeQueue,
ShowTicket, ShowTicketComments, ModifyTicket

-Ennui

Mark Cheverton aka [MORAT]Ennui http://morat.net/
Morat Games ICQ: 42123856
Free hosting for clans including discussion boards, email etc.
If you need hosting for your clan with all the gaming extras
see http://clans.morat.net/hosting.phtml

                   --+++ Less Lag More Frag +++--

jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

This is scary. I’m imagining tracerouting you and seeing links like “Route
84” and “Route 9, Exit 14”. Obviously, this is illness induced.
–Cana McCoy