Global scrip modification - action failing

RT Users
1

Hello,

We want to configure the RT notification system so that any comments
on a ticket are emailed to the owner of the ticket.

To do this, we modified the default scrip #8 (On Comment Notify Admin
CCs as Comment with template Admin Comment). Now the settings for
this scrip are:

Description: Owner Comment Notification
Condition: On Comment
Action: Notify Owner
Template: Global template: Admin Comment
Stage: Transaction Create

However, I have commented on existing and new tickets (some owned by
me, some owned by others) and no notification was generated.

Furthermore, when I use the RT interface to Comment on a ticket, I do
not see the appropriate “This message will be sent to… On Comment
Notify Owner with template Admin Comment” notification setting. The
only scrip listed under “This message will be sent to…” is the
default scrip #9, “On Comment Notify Other Recipients as Comment with
template Correspondence”.

We are using RT 3.6.3. I am a relatively new RT user so please advise
if I have overlooked a resource in trying to troubleshoot this issue.
I have already looked through the O’Reilly RT Essentials book, as
well as the RT Wiki and the rt-user mailing list archive.

Thank you,
Sarah Pomerantz
sarah@bottlenose-wine.com

2

Sarah,

What kind of privileges have you granted to the role "Owner", Globally

and by Queue? Are the UserID’s of said owners Privileged or
Unprivileged? You cannot grant privileges to a UserId if the UserId is
Unprivileged.

Kenn
LBNL

Sarah Pomerantz wrote:

3

Hello,

We want to configure the RT notification system so that any comments
on a ticket are emailed to the owner of the ticket.

To do this, we modified the default scrip #8 (On Comment Notify Admin
CCs as Comment with template Admin Comment). Now the settings for
this scrip are:

Description: Owner Comment Notification
Condition: On Comment
Action: Notify Owner
Template: Global template: Admin Comment
Stage: Transaction Create

However, I have commented on existing and new tickets (some owned by
me, some owned by others) and no notification was generated.

I have granted all rights to the role “Owner” Globally. I have also
made sure that the UserId of the Owner is Privileged.

Furthermore, when I use the RT interface to Comment on a ticket, I do
not see the appropriate “This message will be sent to… On Comment
Notify Owner with template Admin Comment” notification setting. The
only scrip listed under “This message will be sent to…” is the
default scrip #9, “On Comment Notify Other Recipients as Comment with
template Correspondence”.

We are using RT 3.6.3. I am a relatively new RT user so please advise
if I have overlooked a resource in trying to troubleshoot this issue.
I have already looked through the O’Reilly RT Essentials book, as
well as the RT Wiki and the rt-user mailing list archive.

Thank you,
Sarah Pomerantz
sarah@bottlenose-wine.com

4

When you say you tested with some owned by you and some owned by
others…if you comment on a ticket owned by yourself, you won’t get an
e-mail. If you comment on a ticket where you are the requestor, you
won’t get an e-mail.

If you DO want this then you have to change your site config file to
include:

Set($NotifyActor, 1);

If the above does not apply to you (you weren’t the owner or requestor
of the ticket when you commented on it), then its time to check those
logs ;-)From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Sarah
Pomerantz
Sent: Thursday, May 31, 2007 1:29 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Global scrip modification - action failing

Hello,

We want to configure the RT notification system so that any comments on
a ticket are emailed to the owner of the ticket.

To do this, we modified the default scrip #8 (On Comment Notify Admin
CCs as Comment with template Admin Comment). Now the settings for this
scrip are:

Description: Owner Comment Notification

Condition: On Comment

Action: Notify Owner

Template: Global template: Admin Comment

Stage: Transaction Create

However, I have commented on existing and new tickets (some owned by me,
some owned by others) and no notification was generated.

I have granted all rights to the role “Owner” Globally. I have also made
sure that the UserId of the Owner is Privileged.

Furthermore, when I use the RT interface to Comment on a ticket, I do
not see the appropriate “This message will be sent to… On Comment
Notify Owner with template Admin Comment” notification setting. The only
scrip listed under “This message will be sent to…” is the default
scrip #9, “On Comment Notify Other Recipients as Comment with template
Correspondence”.

We are using RT 3.6.3. I am a relatively new RT user so please advise if
I have overlooked a resource in trying to troubleshoot this issue. I
have already looked through the O’Reilly RT Essentials book, as well as
the RT Wiki and the rt-user mailing list archive.

Thank you,

Sarah Pomerantz

sarah@bottlenose-wine.com

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