Need RT to send mail to a group

RT Users
1

Greetings,

I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to all members of an RT group whenever a ticket is moved from any queue into the “LAN” queue. I’ve created a group called “LAN”, and placed the desired recipient’s RT user account as a member.

I’ve used the following command to create a custom action to send email to this group:
/opt/rt3/sbin/rt-email-gorup-admin -add ‘Notify LAN group’ -group ‘LAN’

And I have verified the successful creation of this action with this command:
/opt/rt3/sbin/rt-email-group-admin -list ‘Notify LAN group’

Result of the above command:
Name: Notify LAN group
Module: NotifyGroup
Members:
Group => LAN

I’ve created a scrip (number 14 for this RT instance) in the LAN queue with the following paramaters:

Description: NotifyLAN
Condition: On Queue Change
Action: Notify LAN group (the custom action created in the above step)
Template: Global template: Admin Correspondence (unchanged default template)
Stage: TransactionCreate

When I move a ticket to the LAN queue, no email is sent, and these two lines appear in the RT log file:

[info]: #27/427 - Scrip 14 NotifyLAN (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:302)
[info]: No recipients found. Not Sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:352)

I’m not set on using this method of sending email to a group if someone has an easier/working way to do it. Any help would be greatly appreciated.

Brandon

The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information.

Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email.

2

In case anyone is interested - I figured out the problem. Everything I did was correct, however, the only member of the group to which I wanted the mail sent was also the user moving the ticket. The transacting user, apparently, is exempt from the rt-email-group-admin action. I added an additional user to the group and that user receives mails exactly as expected.

BrandonFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Brandon Olszewski
Sent: Wednesday, March 09, 2011 4:12 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Need RT to send mail to a group

Greetings,

I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to all members of an RT group whenever a ticket is moved from any queue into the “LAN” queue. I’ve created a group called “LAN”, and placed the desired recipient’s RT user account as a member.

I’ve used the following command to create a custom action to send email to this group:
/opt/rt3/sbin/rt-email-gorup-admin -add ‘Notify LAN group’ -group ‘LAN’

And I have verified the successful creation of this action with this command:
/opt/rt3/sbin/rt-email-group-admin -list ‘Notify LAN group’

Result of the above command:
Name: Notify LAN group
Module: NotifyGroup
Members:
Group => LAN

I’ve created a scrip (number 14 for this RT instance) in the LAN queue with the following paramaters:

Description: NotifyLAN
Condition: On Queue Change
Action: Notify LAN group (the custom action created in the above step)
Template: Global template: Admin Correspondence (unchanged default template)
Stage: TransactionCreate

When I move a ticket to the LAN queue, no email is sent, and these two lines appear in the RT log file:

[info]: #27/427 - Scrip 14 NotifyLAN (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:302)
[info]: No recipients found. Not Sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:352)

I’m not set on using this method of sending email to a group if someone has an easier/working way to do it. Any help would be greatly appreciated.

Brandon

The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information.

Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email.

The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and privileged material. Unauthorized review, use, disclosure, or distribution is prohibited. If you receive this material/information in error, please contact the sender and destroy the material/information.

Email is not a secure form of communication and should not be used to transmit personal or confidential information such as account numbers, balance information, or wire transfer requests. The PrivateBank is not responsible for the security of sensitive information received by email.

3

In case anyone is interested - I figured out the problem. Everything I did was correct,
however, the only member of the group to which I wanted the mail sent was also the user moving
the ticket. The transacting user, apparently, is exempt from the rt-email-group-admin
action. I added an additional user to the group and that user receives mails exactly as
expected.

You want to read about $NotifyActor in your RT_Config.pm or as a user
preference in 3.8.9

4

Brandon,

I wrote a scrip that does this on a Queue-by-Queue basis. If your
interested, let me know.

Kenn
LBNLOn Wed, Mar 9, 2011 at 2:11 PM, Brandon Olszewski < BOlszewski@theprivatebank.com> wrote:

Greetings,

I am trying to get my RT 3.8.9 instance running on SLES11 to send emails to
all members of an RT group whenever a ticket is moved from any queue into
the “LAN” queue. I’ve created a group called “LAN”, and placed the desired
recipient’s RT user account as a member.

I’ve used the following command to create a custom action to send email to
this group:

/opt/rt3/sbin/rt-email-gorup-admin –add ‘Notify LAN group’ –group ‘LAN’

And I have verified the successful creation of this action with this
command:

/opt/rt3/sbin/rt-email-group-admin –list ‘Notify LAN group’

Result of the above command:

Name: Notify LAN group

Module: NotifyGroup

Members:

        Group  => LAN

I’ve created a scrip (number 14 for this RT instance) in the LAN queue with
the following paramaters:

Description: NotifyLAN

Condition: On Queue Change

Action: Notify LAN group (the custom action created in the above step)

Template: Global template: Admin Correspondence (unchanged default
template)

Stage: TransactionCreate

When I move a ticket to the LAN queue, no email is sent, and these two
lines appear in the RT log file:

[info]: #27/427 – Scrip 14 NotifyLAN
(/opt/rt3/bin/…/lib/RT/Interface/Email.pm:302)

[info]: No recipients found. Not Sending.
(/opt/rt3/bin/…/lib/RT/Interface/Email.pm:352)

I’m not set on using this method of sending email to a group if someone has
an easier/working way to do it. Any help would be greatly appreciated.

Brandon

The information transmitted is intended only for the person or entity to
which it is addressed and may contain confidential and privileged material.
Unauthorized review, use, disclosure, or distribution is prohibited. If you
receive this material/information in error, please contact the sender and
destroy the material/information.

Email is not a secure form of communication and should not be used to
transmit personal or confidential information such as account numbers,
balance information, or wire transfer requests. The PrivateBank is not
responsible for the security of sensitive information received by email.