Notification problem

RT Users
1

Hi,

When I just take a ticket, RT will send a notification to requestor
with subject line like
[ xxxx #36]Status Changed to: 23

and in body
"
http://xxx.xxx.org//Ticket/Display.html?id=36

This transaction appears to have no content
"

My question

  1. What’s that status 23 in Subject line, how can I turn it into
    something easy to understand, eg. “ticket was taken by xxxx”

2.How can I remove the footer line “This transaction appears to have
no content” which will make user confused?

Thanks!

Cheers!

Zhang Qu
Technical Officer
Bellanet International Secretariat
Tel: +1-613-236-6163 x 2303
Fax: +1-613-238-7230
Bellanet, Supporting Collaborations in the Development Community
http://www.bellanet.org

2

To all,

I was under the assumption that any global scrip applied to all queues,

but that if one created a “queue only” scrip with the same name, the
global scrip would be ignored. I have a global scrip that states:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate

I have duplicated this scrip by name for queue “GL”:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate

The difference is the "as comment" part. I thought the "as comment"

meant that an E_mail will NOT go out (otherwise, why have that
difference?). I made this second scrip because out of 50+ queues, the
owner of the GL queue does not want this type of notification. So, I
thought by creating the second scrip, it would resolve the problem. IT
doesn’t work. The AdminCc and the CC watchers still get E_mail on
correspondence. Anyone have a clue as to why? Thanks.

Kenn
LBNL

3

Hi Kenn-- we have a similar situation. I’m getting around it by using
the following as a custom condition on the global scrip (I have no idea
if your idea re: local scrips of same name super-ceding global scrips).

Obviously this particular bit of code is for transactions where tickets
are being resolved-- depending on the global scrip you may want to tweak
that as well.

test if the ticket is being resolved and in the /queuename/(queue name

must be case sensitive)

if it is, don’t run the scrip, if it isn’t, run it

if (($self->TransactionObj->NewValue eq “resolved”) &&
($self->TransactionObj->Type eq “Status”) &&
($self->TicketObj->QueueObj->Name ne “/queuename/”))
{
return 1;
} else {
return undef;
}

Forrest

Kenneth Crocker wrote:

4

At Wednesday 6/27/2007 05:49 PM, Kenneth Crocker wrote:

To all,

    I was under the assumption that any global scrip applied to

all queues, but that if one created a “queue only” scrip with the
same name, the global scrip would be ignored. I have a global scrip
that states:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate

I have duplicated this scrip by name for queue “GL”:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate

    The difference is the "as comment" part. I thought the "as

comment" meant that an E_mail will NOT go out (otherwise, why have
that difference?). I made this second scrip because out of 50+
queues, the owner of the GL queue does not want this type of
notification. So, I thought by creating the second scrip, it would
resolve the problem. IT doesn’t work. The AdminCc and the CC
watchers still get E_mail on correspondence. Anyone have a clue as
to why? Thanks.

Kenn
LBNL

Hello Kenn,

Neither of these scrips should notify watchers - ‘other recipients’
are one-time recipients that you’d type on the reply screen. So I’d
say the notifications you see are coming from another scrip.

Also - “as comment” means that the mail will be sent with the queue’s
comment address as the return address. So if someone replies, their
reply will come back to the ticket as a comment.

Steve

5

Stephen,

Thanks for that info. Glad to know it. I think I will just modify the

global scrip to ignore that one Queue. That’s easier than dropping it
and making 50+ Queue specific scrips.

Kenn
LBNL

Stephen Turner wrote:

6

Forrest,

Thanks. I'm going to do something like that to ignore the Queue that

doesn’t want the E_mail.

Kenn
LBNL

Forrest Blount wrote:

7

To all,

I was under the assumption that any global scrip applied to all
queues, but that if one created a “queue only” scrip with the same
name, the global scrip would be ignored.

Templates yes, Scrips, no.

-j

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