Global Queue Change - problem with script execution (newbie)

We’re setting up RT to handle our IT Service Desk, with an inbound
"triage" queue which we intend to split out to Infrastructure, Rental
and Business Systems work queues.

I want our analysts to be sent an e-mail when the Service Desk pass
something back from triage into one of the work queues, and a Global “On
Queue Change” scrip seemed to be the right way to go (eventually I’ll
want to do some more clever call allocation stuff as well, but for now
I’m adopting a ‘keep it simple’ approach!).

The scrip is :-

Description: Queue Transfer

Condition: On Queue Change

Action: Notify AdminCCs

Template: Global template: QTransfer

Stage: TransactionCreate

The Template is:-

Name: QTransfer

Description: Transfer of ticket

Content:

A ticket has been transferred to this queue.

Ticket #{$Ticket->id()}

Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}

Description:

{ $Ticket->Transactions->First->Content; }

I have a group created for each work queue, which is configured to be
AdminCC on the queue, but when I open a call in the triage queue and
change it to one of the work queues, no e-mail!

Am I missing something fundamental here? Any help would be appreciated -
we’re using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.

Cheers,

Steve.

Steve Ironside

Any views/opinions expressed in this email are that of the author and may
not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk

BIS Salamis (M&I) Ltd. Registered In Scotland: SC54207
Registered Office: 4 Greenhole Place, Aberdeen, AB23 8EU
VAT No: 267 5548 21
BIS Salamis Ltd. Registered in England And Wales: 1690942
Registered Office: 46 Pinbush Road, Lowestoft, NR33 7NL
VAT No: 373 2129 65

This e-mail may contain secrets or privileged, undisclosed or otherwise confidential information.
If you have received this e-mail in error, you are hereby notified that any review, copying or distribution of it is strictly prohibited.
Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.

Steve;
At the top of the template put the mail headers something like:
RT-Attach-Message: Yes

Then leave atleast 2 lines blank before you add your text, give this a
try and see if it works.

Roy

Steve Ironside wrote:

Roy,

I'm not sure the "RT-Attach-Message: Yes" line is necessary. If he just 

wants to send a comment and ticket info, I don’t think he needs that line.

Kenn
LBNLOn 2/27/2008 2:15 AM, Roy El-Hames wrote:

Steve;
At the top of the template put the mail headers something like:
Subject: Queue Change: {$Ticket->Subject}
RT-Attach-Message: Yes

Then leave atleast 2 lines blank before you add your text, give this a
try and see if it works.

Roy

Steve Ironside wrote:

We’re setting up RT to handle our IT Service Desk, with an inbound
“triage” queue which we intend to split out to Infrastructure, Rental
and Business Systems work queues.

I want our analysts to be sent an e-mail when the Service Desk pass
something back from triage into one of the work queues, and a Global “On
Queue Change” scrip seemed to be the right way to go (eventually I’ll
want to do some more clever call allocation stuff as well, but for now
I’m adopting a ‘keep it simple’ approach!).

The scrip is :-

Description: Queue Transfer

Condition: On Queue Change

Action: Notify AdminCCs

Template: Global template: QTransfer

Stage: TransactionCreate

The Template is:-

Name: QTransfer

Description: Transfer of ticket

Content:

A ticket has been transferred to this queue.

Ticket #{$Ticket->id()}

Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}

Subject: {$Ticket->Subject}

Description:

{ $Ticket->Transactions->First->Content; }

==

I have a group created for each work queue, which is configured to be
AdminCC on the queue, but when I open a call in the triage queue and
change it to one of the work queues, no e-mail!

Am I missing something fundamental here? Any help would be appreciated -
we’re using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.

Cheers,

Steve.



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Thanks for the thoughts so far, guys - unfortunately it doesn’t seem to
have made any difference! I’ve also tried changing from a group as the
AdminCC to a user, but that didn’t work. Then I tried building a scrip
on the destination queue rather than keeping it at global level, and
that’s not playing ball either.

Given the old adage that 90% of IT problems are permission based, is
there a particular permission that needs to be set on the queues (either
source or destination) in order for this scrip to work? The following
permissions are set up for a permitted user on the destination queue:-
CommentOnTicket; CreateTicket; DeleteTicket; OwnTicket; ReplyToTicket;
SeeQueue; ShowOutgoingMail; ShowScrips; ShowTemplate; ShowTicket;
ShowTicketComments; StealTicket; TakeTicket; Watch; WatchAsAdminCC.

Steve.From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 27 February 2008 19:30
To: Roy El-Hames
Cc: Steve Ironside; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Global Queue Change - problem with script
execution (newbie)

Roy,

I'm not sure the "RT-Attach-Message: Yes" line is necessary. If

he just
wants to send a comment and ticket info, I don’t think he needs that
line.

Kenn
LBNL

Steve;
At the top of the template put the mail headers something like:
Subject: Queue Change: {$Ticket->Subject}
RT-Attach-Message: Yes

Then leave atleast 2 lines blank before you add your text, give this a

try and see if it works.

Roy

Steve Ironside wrote:

We’re setting up RT to handle our IT Service Desk, with an inbound
“triage” queue which we intend to split out to Infrastructure, Rental
and Business Systems work queues.

I want our analysts to be sent an e-mail when the Service Desk pass
something back from triage into one of the work queues, and a Global
“On
Queue Change” scrip seemed to be the right way to go (eventually I’ll
want to do some more clever call allocation stuff as well, but for
now
I’m adopting a ‘keep it simple’ approach!).

The scrip is :-

Description: Queue Transfer

Condition: On Queue Change

Action: Notify AdminCCs

Template: Global template: QTransfer

Stage: TransactionCreate

The Template is:-

Name: QTransfer

Description: Transfer of ticket

Content:

A ticket has been transferred to this queue.

Ticket #{$Ticket->id()}

Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}

Subject: {$Ticket->Subject}

Description:

{ $Ticket->Transactions->First->Content; }

==

I have a group created for each work queue, which is configured to be
AdminCC on the queue, but when I open a call in the triage queue and
change it to one of the work queues, no e-mail!

Am I missing something fundamental here? Any help would be
appreciated -
we’re using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.

Cheers,

Steve.


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Any views/opinions expressed in this email are that of the author and may
not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk

BIS Salamis (M&I) Ltd. Registered In Scotland: SC54207
Registered Office: 4 Greenhole Place, Aberdeen, AB23 8EU
VAT No: 267 5548 21
BIS Salamis Ltd. Registered in England And Wales: 1690942
Registered Office: 46 Pinbush Road, Lowestoft, NR33 7NL
VAT No: 373 2129 65

This e-mail may contain secrets or privileged, undisclosed or otherwise confidential information.
If you have received this e-mail in error, you are hereby notified that any review, copying or distribution of it is strictly prohibited.
Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.

Aha!

Found the problem - it’s a total schoolboy error. Checking syslog netted
me a “No recipients found. Not sending.” line, and I’d missed the fact
that the executor of an action doesn’t get included in the e-mail
distribution.

Apologies, and many thanks for your efforts, Roy & Kenn!

S.From: Kenneth Crocker [mailto:KFCrocker@lbl.gov]
Sent: 27 February 2008 19:30
To: Roy El-Hames
Cc: Steve Ironside; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Global Queue Change - problem with script
execution (newbie)

Roy,

I'm not sure the "RT-Attach-Message: Yes" line is necessary. If

he just
wants to send a comment and ticket info, I don’t think he needs that
line.

Kenn
LBNL

Steve;
At the top of the template put the mail headers something like:
Subject: Queue Change: {$Ticket->Subject}
RT-Attach-Message: Yes

Then leave atleast 2 lines blank before you add your text, give this a

try and see if it works.

Roy

Steve Ironside wrote:

We’re setting up RT to handle our IT Service Desk, with an inbound
“triage” queue which we intend to split out to Infrastructure, Rental
and Business Systems work queues.

I want our analysts to be sent an e-mail when the Service Desk pass
something back from triage into one of the work queues, and a Global
“On
Queue Change” scrip seemed to be the right way to go (eventually I’ll
want to do some more clever call allocation stuff as well, but for
now
I’m adopting a ‘keep it simple’ approach!).

The scrip is :-

Description: Queue Transfer

Condition: On Queue Change

Action: Notify AdminCCs

Template: Global template: QTransfer

Stage: TransactionCreate

The Template is:-

Name: QTransfer

Description: Transfer of ticket

Content:

A ticket has been transferred to this queue.

Ticket #{$Ticket->id()}

Requestor: {$Ticket->Requestors->MemberEmailAddressesAsString()}

Subject: {$Ticket->Subject}

Description:

{ $Ticket->Transactions->First->Content; }

==

I have a group created for each work queue, which is configured to be
AdminCC on the queue, but when I open a call in the triage queue and
change it to one of the work queues, no e-mail!

Am I missing something fundamental here? Any help would be
appreciated -
we’re using RT 3.6.6, against Apache 2.2.3 with perl 5.8.8 installed.

Cheers,

Steve.


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Any views/opinions expressed in this email are that of the author and may
not reflect the views of BIS Industrial Services Ltd - www.bis-is.co.uk

BIS Salamis (M&I) Ltd. Registered In Scotland: SC54207
Registered Office: 4 Greenhole Place, Aberdeen, AB23 8EU
VAT No: 267 5548 21
BIS Salamis Ltd. Registered in England And Wales: 1690942
Registered Office: 46 Pinbush Road, Lowestoft, NR33 7NL
VAT No: 373 2129 65

This e-mail may contain secrets or privileged, undisclosed or otherwise confidential information.
If you have received this e-mail in error, you are hereby notified that any review, copying or distribution of it is strictly prohibited.
Please inform us immediately and destroy the original transmittal. Thank you for your cooperation.

Agreed :�)
I could n’t think of any other header lines to demonstrate the point.

Roy

Kenneth Crocker wrote: