When a requestor sends in an email to create a ticket, the ticket is
created successfully in the appropriate queue. Further correspondence
on that ticket is successfully emailed to the appropriate contacts.
However, when the ticket is created, no email is ever sent back to
the requestor. I have the global scrip OnCreate AutoreplyToRequestors
active. Also, the ticket history does show emails sent as a result of
correspondence on the ticket, but does not show emails sent through
the Autoreply scrip. This makes me think that the emails are not
being generated in the first place, rather than failing to be
delivered to the appropriate parties.
I’ve checked the mailing list archive and found a similar problem was
reported in the past - another user recommended:
“Look at the “Logging” options within config.pm, and see if you can
get some debugging info sent to the logfile.”
I have a log file which I can post to the rt-users list, if that
would be helpful. I am using RT 3.6.3. Please advise how to
troubleshoot this, I’m quite new to the RT system so may have
overlooked something simple in the configuration. Thank you.
Sarah Pomerantz
sarah@bottlenose-wine.com
From the log file:
[error]: Template parsing error: Can’t locate object method “Config”
via package “RT” at template line 4.
[error]: Template parsing error: Can’t locate object method “Config”
via package “RT” at template line 11.
[error]: Template parsing error: Can’t locate object method “Config”
via package “RT” at template line 12.
I am using the following Autoreply Template used in the
AutoreplyToRequestors scrip. AFAIK, this is the default template. Not
sure how to troubleshoot from here. Thank you.
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“{$Ticket->Subject()}”,
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has
been
assigned an ID of [{RT->Config->Get(‘rtname’)} #{$Ticket->id()}].
Please include the string:
[{RT->Config->Get('rtname')} #{$Ticket->id}]
in the subject line of all future correspondence about this issue. To
do so,
you may reply to this message.
Thank you,
{$Ticket->QueueObj->CorrespondAddress()}
{$Transaction->Content()}
Sarah Pomerantz
sarah@bottlenose-wine.com
Is it possible that you’re trying to use a template from RT-3.7 with
RT-3.6 codebase?On 3/2/07, Sarah Pomerantz sarah@bottlenose-wine.com wrote:
From the log file:
[error]: Template parsing error: Can’t locate object method “Config”
via package “RT” at template line 4.
[error]: Template parsing error: Can’t locate object method “Config”
via package “RT” at template line 11.
[error]: Template parsing error: Can’t locate object method “Config”
via package “RT” at template line 12.
I am using the following Autoreply Template used in the
AutoreplyToRequestors scrip. AFAIK, this is the default template. Not
sure how to troubleshoot from here. Thank you.
Subject: AutoReply: {$Ticket->Subject}
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“{$Ticket->Subject()}”,
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has
been
assigned an ID of [{RT->Config->Get(‘rtname’)} #{$Ticket->id()}].
Please include the string:
[{RT->Config->Get('rtname')} #{$Ticket->id}]
in the subject line of all future correspondence about this issue. To
do so,
you may reply to this message.
Thank you,
{$Ticket->QueueObj->CorrespondAddress()}
{$Transaction->Content()}
Sarah Pomerantz
sarah@bottlenose-wine.com
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