Confused about --transaction flag for rt-crontool

Hi all,

I am working on the proper syntax for using rt-crontool to send
"reminder" emails to a requestor when a ticket’s LastUpdated status is
14 days old. I’ve worked out the syntax but am having difficulty
understanding how the --transaction flag comes into play. I have read
the automating RT documents already.

If I don’t use --transaction, I get an error about the Ticket->Id field
in my template. If I do use --transaction the email sends out fine. But,
if I use --transaction first it will skip over sending an email to the
Requestor with the following message:

not sending to , creator of the transaction, due to NotifyActor
setting

This leads me to believe that if a ticket gets sent in then just idles
with nothing being done on it, the ticket creation transaction itself
will be both the first and last transaction on the ticket, so the
requestor will never get the “nag” email I am trying to send to them
regardless of if I use --transaction first or --transaction last.

The syntax I am using for rt-crontool is:

./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
"Id = '33'" --action RT::Action::Notify --action-arg All --template
'Idle Reminder' --transaction first

My nag email template I am using for testing is:

This is an idle reminder for ticket {$Ticket->id}

So, my questions are:

  1. What is the proper way of sending a nag email if this is not the
    right way?
  2. If this is the right way, how can I ensure the nag email will get
    sent to the requestor regardless of the NotifyActor setting?

I’ve found the --action-arg “AlwaysNotifyActor” setting, so that got me
past my issue with the "not sending to…due to NotifyActor setting"
message and everyone I would expect to get the notification is now
getting it.

I am still unsure how rt-crontool interfaces with the --transaction
flags, nor why it matters, and if/why it matters in my use case. Any
help shedding light on how to properly “Do The Right Thing®” is
appreciated!On 7/1/2015 11:55 AM, Russell Jones wrote:

Hi all,

I am working on the proper syntax for using rt-crontool to send
"reminder" emails to a requestor when a ticket’s LastUpdated status is
14 days old. I’ve worked out the syntax but am having difficulty
understanding how the --transaction flag comes into play. I have read
the automating RT documents already.

If I don’t use --transaction, I get an error about the Ticket->Id
field in my template. If I do use --transaction the email sends out
fine. But, if I use --transaction first it will skip over sending an
email to the Requestor with the following message:

not sending to , creator of the transaction, due to
NotifyActor setting

This leads me to believe that if a ticket gets sent in then just idles
with nothing being done on it, the ticket creation transaction itself
will be both the first and last transaction on the ticket, so the
requestor will never get the “nag” email I am trying to send to them
regardless of if I use --transaction first or --transaction last.

The syntax I am using for rt-crontool is:

./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
"Id = '33'" --action RT::Action::Notify --action-arg All
--template 'Idle Reminder' --transaction first

My nag email template I am using for testing is:

Subject: AutoReply: {$Ticket->Subject}

This is an idle reminder for ticket {$Ticket->id}

So, my questions are:

  1. What is the proper way of sending a nag email if this is not the
    right way?
  2. If this is the right way, how can I ensure the nag email will get
    sent to the requestor regardless of the NotifyActor setting?

One further update,

I have found that the “From” name being sent via RT::Action::Notify is
being set to whoever was the sender of the transaction that is being
chosen via --transaction first/last. I can override the “From” name via
the template, but I’m not sure this is the right thing to do. I feel
like I am missing something configuration-wise with RT::Action::Notify.On 7/1/2015 12:17 PM, Russell Jones wrote:

I’ve found the --action-arg “AlwaysNotifyActor” setting, so that got
me past my issue with the “not sending to…due to NotifyActor
setting” message and everyone I would expect to get the notification
is now getting it.

I am still unsure how rt-crontool interfaces with the --transaction
flags, nor why it matters, and if/why it matters in my use case. Any
help shedding light on how to properly “Do The Right Thing®” is
appreciated!

On 7/1/2015 11:55 AM, Russell Jones wrote:

Hi all,

I am working on the proper syntax for using rt-crontool to send
"reminder" emails to a requestor when a ticket’s LastUpdated status
is 14 days old. I’ve worked out the syntax but am having difficulty
understanding how the --transaction flag comes into play. I have read
the automating RT documents already.

If I don’t use --transaction, I get an error about the Ticket->Id
field in my template. If I do use --transaction the email sends out
fine. But, if I use --transaction first it will skip over sending an
email to the Requestor with the following message:

not sending to , creator of the transaction, due to
NotifyActor setting

This leads me to believe that if a ticket gets sent in then just
idles with nothing being done on it, the ticket creation transaction
itself will be both the first and last transaction on the ticket, so
the requestor will never get the “nag” email I am trying to send to
them regardless of if I use --transaction first or --transaction last.

The syntax I am using for rt-crontool is:

./rt-crontool --verbose --search RT::Search::FromSQL --search-arg
"Id = '33'" --action RT::Action::Notify --action-arg All
--template 'Idle Reminder' --transaction first

My nag email template I am using for testing is:

Subject: AutoReply: {$Ticket->Subject}

This is an idle reminder for ticket {$Ticket->id}

So, my questions are:

  1. What is the proper way of sending a nag email if this is not the
    right way?
  2. If this is the right way, how can I ensure the nag email will get
    sent to the requestor regardless of the NotifyActor setting?