Installing QueueChange scrip

Hi, I’m new to RT, sorry if this a simple question but I’ve been searching
the documentation, wiki and mail archive without luck. I want to install
the OnQueueChange scrip, but I’m not sure how. I copied insert_condition.pl
and QueueChange.pm (from
/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange) to
$RT/local/lib/RT/Action, and then defined a scrip as follows:

Condition: On Queue Change
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: TransactionCreate

That seems to send a mail as I would expect, except that the content of the
mail is the URL for the ticket followed by “This transaction appears to
have no content”.

I’ve probably done something silly, but if anyone can help that would be
great. If there is some documentation I should have read please point me at
it.

Thank you

Susan McConnell wrote:

Hi, I’m new to RT, sorry if this a simple question but I’ve been searching
the documentation, wiki and mail archive without luck. I want to install
the OnQueueChange scrip, but I’m not sure how. I copied insert_condition.pl
and QueueChange.pm (from
/pub/rt/contrib/2.0/rt-addons/ScripConditions/OnQueueChange) to
$RT/local/lib/RT/Action, and then defined a scrip as follows:

Condition: On Queue Change
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: TransactionCreate

That seems to send a mail as I would expect, except that the content of the
mail is the URL for the ticket followed by “This transaction appears to
have no content”.
Did you expect something different?
Did you read http://wiki.bestpractical.com/?FAQ ?
“This transaction appears to have no content” is described in Templates
section.

Did you expect something different?

Yes, and sorry if I didn’t make that clear. I expected a mail along the
lines of “Call xxx has been transferred to queue yyy” or similar.

Did you read http://wiki.bestpractical.com/?FAQ ?

Yes.

“This transaction appears to have no content” is described in Templates
section.

No it isn’t. The closest thing there is “The ‘resolve’ Transaction has no
content”, and the suggestion there is that AddLastCommentToMail may help.
The AddLastCommentToMail takes me to a few lines of Perl, with no clue as
to where this should be placed.

I was asking for help, and I seem to have annoyed you even though I have
tried to solve the problem myself. What should I have done to solve this
problem?

Thank you

Susan,
I am not familiar with RT 2.x, but I did find something that you
might find useful:

http://marc.free.net.ph/message/20010910.081402.139acd9b.html

HTH,
Ray

Susan McConnell wrote:

Susan McConnell wrote:

Did you expect something different?

Yes, and sorry if I didn’t make that clear. I expected a mail along the
lines of “Call xxx has been transferred to queue yyy” or similar.
You get this result because template that you use doesn’t contain this
description.

http://wiki.bestpractical.com/?Template

Try to add next string to your template that is used within this scrip:

Ticket was moved to queue { $Ticket->QueueObj->Name; }(# {$Ticket->Queue;}).

Did you read http://wiki.bestpractical.com/?FAQ ?

Yes.

“This transaction appears to have no content” is described in Templates
section.

No it isn’t. The closest thing there is “The ‘resolve’ Transaction has no
content”, and the suggestion there is that AddLastCommentToMail may help.
The AddLastCommentToMail takes me to a few lines of Perl, with no clue as
to where this should be placed.
Yeah, this is “bug”. It’s code snippet that you can put into templates.

I was asking for help, and I seem to have annoyed you even though I have
tried to solve the problem myself. What should I have done to solve this
problem?
Hope this will help.