I cannot seem to have the scrips in RT send an e-mail to the new owner I assign
a ticket to. It seems like it should be pretty straight forward but… no
cigar. Any suggestions?
-Jeff
Hi Jeff,
If you haven’t disabled global scrip #2 (“On Owner Change Notify Owner with
template Transaction”) then it should work out of the box.
If you’ve changed the template, the biggest gotcha is usually not leaving
the first line of the template blank. The blank line lets the mailer know
where the headers end and the message body begins. No blank line means no
message body (and some pretty funky headers).
Regards,
Gene
At 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
I cannot seem to have the scrips in RT send an e-mail to the new owner I
assign
a ticket to. It seems like it should be pretty straight forward but… no
cigar. Any suggestions?-Jeff
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Tried to add a line to the beginning of the template and it still doesn’t
trigger the sending of e-mail. It used to work, but for some reason it doesn’t
work anymore. Any suggestions?
-Jeff
Quoting Gene LeDuc gleduc@mail.sdsu.edu:
Jeffrey,
Please list the first 10 lines of your template.
Kenn
LBNLOn 3/27/2008 2:19 PM, Jeffrey J.D. Lee wrote:
Tried to add a line to the beginning of the template and it still doesn’t
trigger the sending of e-mail. It used to work, but for some reason it doesn’t
work anymore. Any suggestions?-Jeff
Quoting Gene LeDuc gleduc@mail.sdsu.edu:
Hi Jeff,
If you haven’t disabled global scrip #2 (“On Owner Change Notify Owner with
template Transaction”) then it should work out of the box.If you’ve changed the template, the biggest gotcha is usually not leaving
the first line of the template blank. The blank line lets the mailer know
where the headers end and the message body begins. No blank line means no
message body (and some pretty funky headers).Regards,
GeneAt 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
I cannot seem to have the scrips in RT send an e-mail to the new owner I
assign
a ticket to. It seems like it should be pretty straight forward but… no
cigar. Any suggestions?-Jeff
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com–
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
RT-Attach-Message: yes
{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
given)"}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
Priority: {$Ticket->InitialPriority}
{$Transaction->Content()}
Those are the first ten lines of my Transaction template.
What is odd is that it was working at one point, but now it has stopped. I
didn’t notice when it stopped.
i am using the following options in the Scrip:
Description: Owner Change
Condition: On Transaction
Action: Notify Owner
Template: Global template: Transaction
Stage: Transaction Create
Thanks for any help you can provide.
-Jeff
-Jeff
Quoting Kenneth Crocker KFCrocker@lbl.gov:
Jeffery,
Other than the condition is NOT specific as to TYPE of transaction, I
don’t see anything wrong with either the template or scrip. I’m
surprised you did not use the “On Owner Change” condition to trigger
that template. We modified our template per the RT:Essentials
instructions and it works great.
By the way, the first line in your template has nothing to do with
whether a recipient gets an email or if the email even goes out. That
particular line merely allows any attachments associated with the
notification to go WITH the email IF it is sent. So, other than
specifying a different condition, the only other things I can think of are:
1) The person that initiated the transaction was ALSO the owner,
thereby getting itself nullified because the action was “Notify” rather
than “AutoReply” (RT does NOT execute “Notify” actions if the
transaction initiator is the same as the recipient named in the action).
Perhaps you should use the “AutoReply” action?
2) The action failed because the UserID of the proposed owner did not
have the “OwnTicket” right. Once it failed, no notification was sent.
Did you check the logs?
3) The scrip is NOT Global and NOT in the Queue where the transaction
is taking place.
4) The qualification of the recipient to get the email have changed:
a) No longer in the group with “OwnTicket” rights to the queue.
b) No longer a “Privileged” user.
c) The User-defined group that HAD “OwnTicket” as a right for that
queue no longer do.
Well, that's enough to check out for now. Let me know what you find.
Hope this helps.
Kenn
LBNLOn 3/28/2008 7:20 AM, Jeffrey J.D. Lee wrote:
RT-Attach-Message: yes
{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject
given)”}
Owner: {$Ticket->OwnerObj->Name}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
Priority: {$Ticket->InitialPriority}{$Transaction->Content()}
Those are the first ten lines of my Transaction template.
What is odd is that it was working at one point, but now it has stopped. I
didn’t notice when it stopped.i am using the following options in the Scrip:
Description: Owner Change
Condition: On Transaction
Action: Notify Owner
Template: Global template: Transaction
Stage: Transaction CreateThanks for any help you can provide.
-Jeff
-Jeff
Quoting Kenneth Crocker KFCrocker@lbl.gov:
Jeffrey,
Please list the first 10 lines of your template.
Kenn
LBNLOn 3/27/2008 2:19 PM, Jeffrey J.D. Lee wrote:
Tried to add a line to the beginning of the template and it still doesn’t
trigger the sending of e-mail. It used to work, but for some reason it
doesn’t
work anymore. Any suggestions?-Jeff
Quoting Gene LeDuc gleduc@mail.sdsu.edu:
Hi Jeff,
If you haven’t disabled global scrip #2 (“On Owner Change Notify Owner
with
template Transaction”) then it should work out of the box.If you’ve changed the template, the biggest gotcha is usually not leaving
the first line of the template blank. The blank line lets the mailer know
where the headers end and the message body begins. No blank line means no
message body (and some pretty funky headers).Regards,
GeneAt 11:46 AM 3/27/2008, Jeffrey J.D. Lee wrote:
I cannot seem to have the scrips in RT send an e-mail to the new owner I
assign
a ticket to. It seems like it should be pretty straight forward but…
no
cigar. Any suggestions?-Jeff
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
–
Gene LeDuc, GSEC
Security Analyst
San Diego State University
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com