No reply to requestors on resolve, even if chosen

RT Users
1

I can’t seem to get a reply sent out to requestors when a ticket is
Resolved. The dropdown defaults to Comment, yes, but even when I choose
Reply To , Requestor doesn’t get it. Others do: Admincc,
frex, gets notified when I choose 'requestors and Adminccs," but
Requestor doesn’t.

I tried scrip’ing it two different ways, but there doesn’t seem to be a
transaction type of ‘resolve’ and checking for ticket status didn’t seem
to work, since at the time it’s checked, it isn’t resolved yet.

I need to scrip it, because I have an exception list of automated
systems that should never get any messages of any kind. For ticket
creation, I’m using

http://wiki.bestpractical.com/view/OnCreateAutoReplyException

and tried modifying that to make a OnResolve scrip: but that’s when I
ran into the dual edge of no-resolve-transaction / not-resolved-status.

Any ideas?

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org http://www.PhillyCarShare.org

Our wheels. Your freedom.

215-730-0988 x131

Robert Munsch.vcf (141 Bytes)

2

could be sendmail?

I can’t seem to get a reply sent out to requestors when a ticket is
Resolved. The dropdown defaults to Comment, yes, but even when I choose
Reply To , Requestor doesn’t get it. Others do: Admincc, frex,
gets notified when I choose 'requestors and Adminccs," but Requestor
doesn’t.

I tried scrip’ing it two different ways, but there doesn’t seem to be a
transaction type of ‘resolve’ and checking for ticket status didn’t seem to
work, since at the time it’s checked, it isn’t resolved yet.

I need to scrip it, because I have an exception list of automated systems
that should never get any messages of any kind. For ticket creation, I’m
using

OnCreateAutoReplyException - Request Tracker Wiki

and tried modifying that to make a OnResolve scrip: but that’s when I ran
into the dual edge of no-resolve-transaction / not-resolved-status.

Any ideas?

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org http://www.PhillyCarShare.org

Our wheels. Your freedom.

215-730-0988 x131

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

Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

3

Postfix actually, but I don’t see how: autoreplies on create are going out as per my scrip, and like I said, AdminCCs go out correctly on resolve. The Requestor just never gets a copy on resolve, even if I choose it from the dropdown, and there’s no attempt to do so: RT apparently thinks it shouldn’t.

I altered the built-in reply on resolve scrip. Does it use this to send that reply? By ‘altered’ I apparently mean ‘broke.’

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org http://www.PhillyCarShare.org

Our wheels. Your freedom.

215-730-0988 x131From: Eliezer E Chávez [mailto:eliezer.chavez@gmail.com]
Sent: Wednesday, December 17, 2008 6:38 PM
To: Robert Munsch
Cc: RT-Users@lists.bestpractical.com
Subject: Re: [rt-users] No reply to requestors on resolve, even if chosen

could be sendmail?

I can’t seem to get a reply sent out to requestors when a ticket is Resolved. The dropdown defaults to Comment, yes, but even when I choose Reply To , Requestor doesn’t get it. Others do: Admincc, frex, gets notified when I choose 'requestors and Adminccs," but Requestor doesn’t.

I tried scrip’ing it two different ways, but there doesn’t seem to be a transaction type of ‘resolve’ and checking for ticket status didn’t seem to work, since at the time it’s checked, it isn’t resolved yet.

I need to scrip it, because I have an exception list of automated systems that should never get any messages of any kind. For ticket creation, I’m using

http://wiki.bestpractical.com/view/OnCreateAutoReplyException

and tried modifying that to make a OnResolve scrip: but that’s when I ran into the dual edge of no-resolve-transaction / not-resolved-status.

Any ideas?

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org http://www.PhillyCarShare.org

Our wheels. Your freedom.

215-730-0988 x131

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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

Eliezer E Chávez
+58-416-6125676
eliezer.chavez@gmail.com

http://www.bumeran.com.ve/cv/eliezer-chavez

Robert Munsch.vcf (141 Bytes)

4

Robert,

Try using this for you "User-defined" condition.

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “resolved”);

I use this for all the notifications I want to send out and just make

the “New-Value” specific to what I want. Hope this helps.

Kenn
LBNLOn 12/17/2008 12:41 PM, Robert Munsch wrote:

I can�t seem to get a reply sent out to requestors when a ticket is
Resolved. The dropdown defaults to Comment, yes, but even when I choose
Reply To , Requestor doesn�t get it. Others do: Admincc,
frex, gets notified when I choose �requestors and Adminccs,� but
Requestor doesn�t.

I tried scrip�ing it two different ways, but there doesn�t seem to be a
transaction type of �resolve� and checking for ticket status didn�t seem
to work, since at the time it�s checked, it isn�t resolved yet.

I need to scrip it, because I have an exception list of automated
systems that should never get any messages of any kind. For ticket
creation, I�m using

OnCreateAutoReplyException - Request Tracker Wiki

and tried modifying that to make a OnResolve scrip: but that�s when I
ran into the dual edge of no-resolve-transaction / not-resolved-status.

Any ideas?

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org http://www.PhillyCarShare.org

Our wheels. Your freedom.

215-730-0988 x131

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

5

Try using this for you “User-defined” condition.

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “resolved”);

I use this for all the notifications I want to send out and just
make
the “New-Value” specific to what I want. Hope this helps.

Thank you, now I’m getting somewhere. Amusingly, what I get now is TWO replies to the requestor. I’ve selected the boring ol’ “your request is resolved…” template, and I haven’t altered it yet to include final comments etc., but the requestor now gets two copies of the Resolve template. Also, my exception list seems to be working, and even if the user keeps “reply to requestor” selected on the resolve screen, a message does not go out to the excepted.

I’m using this as a global scrip:

my @exceptionList = (‘robot@sys1.org’,
‘android@dontbugme.net’);

my $trans = $self->TransactionObj;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($trans->Type eq “Status” && $trans->NewValue eq “resolved”)
{
return if grep { $ticketRequestor eq lc($_) } @exceptionList;
return 1;
}
return;

6

Robert,

If your requestor is getting two notices then either you have another

scrip that is sending one OR your user is also another type of recipient
that is getting the notification.

Kenn
LBNLOn 12/18/2008 3:42 PM, Robert Munsch wrote:

Try using this for you “User-defined” condition.

my $trans = $self->TransactionObj;

return ($trans->Type eq “Status” &&
$trans->NewValue eq “resolved”);

I use this for all the notifications I want to send out and just
make
the “New-Value” specific to what I want. Hope this helps.

Thank you, now I’m getting somewhere. Amusingly, what I get now is TWO replies to the requestor. I’ve selected the boring ol’ “your request is resolved…” template, and I haven’t altered it yet to include final comments etc., but the requestor now gets two copies of the Resolve template. Also, my exception list seems to be working, and even if the user keeps “reply to requestor” selected on the resolve screen, a message does not go out to the excepted.

I’m using this as a global scrip:

my @exceptionList = (‘robot@sys1.org’,
‘android@dontbugme.net’);

my $trans = $self->TransactionObj;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($trans->Type eq “Status” && $trans->NewValue eq “resolved”)
{
return if grep { $ticketRequestor eq lc($_) } @exceptionList;
return 1;
}
return;

Kenn
LBNL

On 12/17/2008 12:41 PM, Robert Munsch wrote:

I can’t seem to get a reply sent out to requestors when a ticket is
Resolved. The dropdown defaults to Comment, yes, but even when I choose
Reply To , Requestor doesn’t get it. Others do: Admincc,
frex, gets notified when I choose ‘requestors and Adminccs,” but
Requestor doesn’t.

I tried scrip’ing it two different ways, but there doesn’t seem to be a
transaction type of ‘resolve’ and checking for ticket status didn’t seem
to work, since at the time it’s checked, it isn’t resolved yet.

I need to scrip it, because I have an exception list of automated
systems that should never get any messages of any kind. For ticket
creation, I’m using

OnCreateAutoReplyException - Request Tracker Wiki

and tried modifying that to make a OnResolve scrip: but that’s when I
ran into the dual edge of no-resolve-transaction / not-resolved-status.

Any ideas?

Rob Munsch

IT Administrator

http://www.PhillyCarShare.org http://www.PhillyCarShare.org

Our wheels. Your freedom.

215-730-0988 x131

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