New Script

RT Users
1

Hi,

We would like to Cc sugar-sales on incoming RT correspondence.

The email to sugarcrm would be From: {Requestor}, not
RT.

I created a new script:

Name: Cc sugar-sales
Description: Send Cc of original request with Requestor as Sender to sugar-sales
Type Perl
Content:To:sugar-sales@mycorp.com

From:{$Ticket->Requestor}

Subject: {$Ticket->Subject}

{$Transaction->Content()}

——————————

Then I “Create a script for queue Testing”:

Description: Cc sugar-sales
Condition: On create
Action: Notify other recipients
Template: Cc sugar-sales
Stage: TransactionCreate

Save
——————————

But the message is not sent.

If I look at Current Scrips, this is #114.
I don’t see that #114 is executed by looking in /var/log/messages.

Is there another place to look? Or is this not the way to do this?

Thanks in advance for any pointers,
Anne

2

I see the error in /var/log/messages:

Mar 2 15:50:02 rt RT: Template parsing error: RT::ticket::Requestor Unimplemented in Text::Template::GEN75. (template line 3) #012#012Stack:#012 [/usr/local/share/perl5/DBIx/SearchBuilder/Record.pm:494]#012 [template:3]#012 [/opt/rt4/sbin/…/lib/RT/Template.pm:478]#012 [/opt/rt4/sbin/…/lib/RT/Template.pm:434]#012 [/opt/rt4/sbin/…/lib/RT/Template.pm:363]#012 [/opt/rt4/sbin/…/lib/RT/Template.pm:343]#012 [/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:154]#012 [/opt/rt4/sbin/…/lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/…/lib/RT/ScripAction.pm:226]#012 [/opt/rt4/sbin/…/lib/RT/Scrip.pm:448]#012 [/opt/rt4/sbin/…/lib/RT/Scrips.pm:252]#012 [/opt/rt4/sbin/…/lib/RT/Transaction.pm:179]#012 [/opt/rt4/sbin/…/lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/…/lib/RT/Ticket.pm:2243]#012 [/opt/rt4/sbin/…/lib/RT/Ticket.pm:2151]#012 [/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1571]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/…/lib/RT/Template.pm:473)

Requestor Unimplemented in Text> On Mar 2, 2016, at 2:21 PM, Anne M. Hammond hammond@txcorp.com wrote:

Hi,

We would like to Cc sugar-sales on incoming RT correspondence.

The email to sugarcrm would be From: {Requestor}, not
RT.

I created a new script:

Name: Cc sugar-sales
Description: Send Cc of original request with Requestor as Sender to sugar-sales
Type Perl
Content:

To:sugar-sales@mycorp.com

From:{$Ticket->Requestor}

Subject: {$Ticket->Subject}

{$Transaction->Content()}

——————————

Then I “Create a script for queue Testing”:

Description: Cc sugar-sales
Condition: On create
Action: Notify other recipients
Template: Cc sugar-sales
Stage: TransactionCreate

Save
——————————

But the message is not sent.

If I look at Current Scrips, this is #114.
I don’t see that #114 is executed by looking in /var/log/messages.

Is there another place to look? Or is this not the way to do this?

Thanks in advance for any pointers,
Anne

RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html)

  • Hamburg Germany - March 14 & 15, 2016
  • Washington DC - May 23 & 24, 2016

Anne M. Hammond - Systems / Network Administration - Tech-X Corp
hammond_at_txcorp.com 720-974-1840

3

What is the Perl macro for the CURRENT Transaction
Content?

{$Transaction->Content()}

seems to be the initial Ticket Content. I only want
the Reply.

Thanks,
Anne