Error with scrip2 'On Owner change'

RT Users
1

Hi, I have problem with global script 2 ‘On Owner Change notify Owner’:

1.-I create a new ticket and put owner (for example ‘Person1’ , where
his email is example1@example.com)
2.-In another account, I open the same ticket and steal.
3.-I see this in terminal:

[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2
On Owner Change Notify Owner
[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found.
Not sending.

It is normal? I want that RT sent email to Person 1
(example1@example.com) when another person steal her ticket.

Thanks!

…
/ / Daniel Garc�a Mej�a
C E / S / C A Portals i Repositoris
/_/ Centre de Serveis Cient�fics i Acad�mics de Catalunya

Gran Capit�, 2-4 (Edifici Nexus) - 08034 Barcelona
T. (NULL) - F. 93 205 6979 - dgarcia@cesca.cat
…

2

(This is a much better subject.)On 01/05/2012 06:40 AM, Daniel Garcia Mejia wrote:

Hi, I have problem with global script 2 ‘On Owner Change notify Owner’:

1.-I create a new ticket and put owner (for example ‘Person1’ , where
his email is example1@example.com)
2.-In another account, I open the same ticket and steal.
3.-I see this in terminal:

[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2
On Owner Change Notify Owner
[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found.
Not sending.

It is normal? I want that RT sent email to Person 1
(example1@example.com) when another person steal her ticket.

Are you the one stealing the ticket? Again, you’re likely running into
NotifyActor. By default NotifyActor is off because RT assumes you
already know you just stole the ticket.

You can turn off NotifyActor globally in your RT_SiteConfig.pm or as a
per-user preference.

Thomas

3

[…]

2.-In another account, I open the same ticket and steal.
3.-I see this in terminal:

[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2
On Owner Change Notify Owner
[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found.

Not sending.

It is normal? I want that RT sent email to Person 1
(example1@example.com) when another person steal her ticket.

I think it is normal behaviour. By the time the scrip is fired, Person 1
is not anymore the Owner, and you (the new Owner) are the author of the
change, so no recipients.
Maybe there is a way to retrieve the old owner from the Transaction
object, and send the e-mail, with a User-Defined action.

HTH,
Gabriele

4

2.-In another account, I open the same ticket and steal.
3.-I see this in terminal:

[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2
On Owner Change Notify Owner
[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found.
Not sending.

It is normal? I want that RT sent email to Person 1
(example1@example.com) when another person steal her ticket.

I think it is normal behaviour. By the time the scrip is fired, Person 1
is not anymore the Owner, and you (the new Owner) are the author of the
change, so no recipients.

Maybe there is a way to retrieve the old owner from the Transaction
object, and send the e-mail, with a User-Defined action.

Ah, I missed that Person 1 wants the notification. Gabriele is correct.
Scrips fire on the receiving end. You’ll need to pull the old owner
from the transaction object and use their email address in a custom
template.

Thomas

5

2.-In another account, I open the same ticket and steal.
3.-I see this in terminal:

[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2
On Owner Change Notify Owner
[Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found.
Not sending.

It is normal? I want that RT sent email to Person 1
(example1@example.com) when another person steal her ticket.

I think it is normal behaviour. By the time the scrip is fired, Person 1
is not anymore the Owner, and you (the new Owner) are the author of the
change, so no recipients.

Maybe there is a way to retrieve the old owner from the Transaction
object, and send the e-mail, with a User-Defined action.

Ah, I missed that Person 1 wants the notification. Gabriele is correct.
Scrips fire on the receiving end. You’ll need to pull the old owner
from the transaction object and use their email address in a custom
template.

While I’ve not tried it, this extension provides a Notify Previous
Owner action which may be useful

-kevin