Notify admincc on create problem

RT Users
1

Hello,

I helped install RT for a non-profit that I advise and everything
works great – except that no admincc notice goes out on ticket
creation. I have a stock install with a few users and the permissions
all set up with the default recommendations. The admincc works on
correspondence and comments – just not on create. It is not that it
is not received – it is not shown in the ticket as even being sent
out – only the autoreply is listed. And I am testing with a different
email than the one set to receive the admincc – so it is not that it
is just not sending info to the person who did the update. So two
questions:

  1. Any ideas what might be going on?

  2. How can I turn on debugging level logging? I put the lines to log
    to a file with level debug in my RT_SiteConfig.pm – but they don’t
    seem to be taking effect. Do I somehow need to tell RT to re-read the
    file? (tried restarting apache on a lark – no change)

This is freebsd with RT 3.4 – though again absolutely everything else
works, notifying, incoming email etc.

Thanks!

Marcos

2

At Tuesday 3/14/2006 10:24 PM, Marcos Athanasoulis wrote:

Hello,

I helped install RT for a non-profit that I advise and everything
works great – except that no admincc notice goes out on ticket
creation. I have a stock install with a few users and the permissions
all set up with the default recommendations. The admincc works on
correspondence and comments – just not on create. It is not that it
is not received – it is not shown in the ticket as even being sent
out – only the autoreply is listed. And I am testing with a different
email than the one set to receive the admincc – so it is not that it
is just not sending info to the person who did the update. So two
questions:

  1. Any ideas what might be going on?

Marcos,

What scrips are defined, globally & for the queue? If I recall, the
default setup does not include a notification for AdminCcs on ticket creation.

Steve

3

Marcos,

You do not have to use the global scrips, if there are some you do

not want. Simply turn off all the global ones and create what you need
for each Queue that you want E_mail on. Set up the priviledge
"SeeOutgoingMail" for those admincc’c and then create a scrip triggered
by the ‘oncreate’ action.

Kenn

Marcos Athanasoulis wrote:

4

Marcos,

Then I would check the "SeeOutgoingMail" provoledge on an "Everyone"

basis and make sure you’ve got some AdminCc’s to receive the e_mails.
Other than that, unless I’m looking at your configuration, it’ shard to
advise.

Kenn

Marcos Athanasoulis wrote:

5

I added “ShowOutgoingMail” privilege for “Everyone” and still no
notification send to admincc’s on create.

Can anyone point me to directions on how I can turn on logging to a file so
I can try to get to the bottom of this?

Thanks,

MarcosOn 3/15/06, Ken Crocker KFCrocker@lbl.gov wrote:

Marcos,

Then I would check the "SeeOutgoingMail" provoledge on an "Everyone"

basis and make sure you’ve got some AdminCc’s to receive the e_mails. Other
than that, unless I’m looking at your configuration, it’ shard to advise.

Kenn

Marcos Athanasoulis wrote:

Thanks – the problem, however, is not that I don’t want the scrip – I do
– it just doesn’t work… I actually do want it globally and it is set-up
globally – but no admincc notify goes out.

Not sure if this attachment will get through to the list – but I have
attached a jpg of the screen showing that the global scrip “notify admincc
on create using template transaction” is in place. But the ticket history
never reports an email being sent to the admincc on create – only on reply
or comment.

Thanks for anyone’s thoughts or guidance on this or on how I can trace/log
what might be happening.

Marcos

On 3/15/06, Ken Crocker KFCrocker@lbl.gov wrote:

Marcos,

You do not have to use the global scrips, if there are some you do
not want. Simply turn off all the global ones and create what you need
for each Queue that you want E_mail on. Set up the priviledge
“SeeOutgoingMail” for those admincc’c and then create a scrip triggered
by the ‘oncreate’ action.

Kenn

Marcos Athanasoulis wrote:

Hello,

I helped install RT for a non-profit that I advise and everything
works great – except that no admincc notice goes out on ticket
creation. I have a stock install with a few users and the permissions
all set up with the default recommendations. The admincc works on
correspondence and comments – just not on create. It is not that it
is not received – it is not shown in the ticket as even being sent
out – only the autoreply is listed. And I am testing with a different
email than the one set to receive the admincc – so it is not that it
is just not sending info to the person who did the update. So two
questions:

  1. Any ideas what might be going on?

  2. How can I turn on debugging level logging? I put the lines to log
    to a file with level debug in my RT_SiteConfig.pm – but they don’t
    seem to be taking effect. Do I somehow need to tell RT to re-read the
    file? (tried restarting apache on a lark – no change)

This is freebsd with RT 3.4 – though again absolutely everything else
works, notifying, incoming email etc.

Thanks!

Marcos

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6

At Thursday 3/16/2006 09:28 AM, Marcos Athanasoulis wrote:

I added “ShowOutgoingMail” privilege for “Everyone” and still no
notification send to admincc’s on create.

Can anyone point me to directions on how I can turn on logging to a
file so I can try to get to the bottom of this?

Thanks,

Marcos

Marcos,

Is the Admincc who you expect to receive email the same person as the
one creating the ticket? If so, the NotifyActor config variable may
be suppressing the email.

If you turn on debug-level logging in the config file, you should see
messages in the RT log file concerning which scripts it is running
and whether or not it finds email recipients for each scrip.

Steve

7

Marcos,

Is the Admincc who you expect to receive email the same person as the
one creating the ticket? If so, the NotifyActor config variable may
be suppressing the email.

If you turn on debug-level logging in the config file, you should see
messages in the RT log file concerning which scripts it is running
and whether or not it finds email recipients for each scrip.

Steve

No – I am sending the request from a different email address than the
person who is the admincc.

I did turn on logging in the config file – but nothing is being written to
the log. Do I need to tell RT to re-read the config file somehow?

Thanks,

Marcos

8

At Thursday 3/16/2006 10:17 AM, Marcos Athanasoulis wrote:>On 3/16/06, Stephen Turner <mailto:sturner@mit.edusturner@mit.edu> wrote:

I did turn on logging in the config file – but nothing is being
written to the log. Do I need to tell RT to re-read the config file somehow?

Thanks,

Marcos

Yes - just by stopping and then starting the web server.

One more thing to check - did you create or change the template that
this is scrip is using? Invalid syntax in the template would cause
the mail not to be sent. But you should see an error in the log for that.

Good luck,
Steve

9

Yes - just by stopping and then starting the web server.

One more thing to check - did you create or change the template that
this is scrip is using? Invalid syntax in the template would cause
the mail not to be sent. But you should see an error in the log for that.

Good luck,
Steve

Thanks – I’ll get logging going and then see what I find. No I have not
changed any of the templates (yet).

-Marcos

10

Marcos,

Does your log show that the e_mail is going out at all? maybe the

e_mail address is not set up right.

Kenn

Marcos Athanasoulis wrote:> On 3/16/06, Stephen Turner <sturner@mit.edu mailto:sturner@mit.edu> wrote:

Marcos,

Is the Admincc who you expect to receive email the same person as the
one creating the ticket? If so, the NotifyActor config variable may
be suppressing the email.

If you turn on debug-level logging in the config file, you should see
messages in the RT log file concerning which scripts it is running
and whether or not it finds email recipients for each scrip.

Steve

No – I am sending the request from a different email address than the
person who is the admincc.

I did turn on logging in the config file – but nothing is being
written to the log. Do I need to tell RT to re-read the config file
somehow?

Thanks,

Marcos

11

Hello,

I helped install RT for a non-profit that I advise and everything
works great – except that no admincc notice goes out on ticket
creation. I have a stock install with a few users and the permissions
all set up with the default recommendations. The admincc works on
correspondence and comments – just not on create. It is not that it
is not received – it is not shown in the ticket as even being sent
out – only the autoreply is listed. And I am testing with a different
email than the one set to receive the admincc – so it is not that it
is just not sending info to the person who did the update. So two
questions:

  1. Any ideas what might be going on?
    I think you need scrip:
    “On Create Notify AdminCcs with template ”

if you also want to notify AdminCcs when new one added to ticket then
you need scrip:
“On Watcher Add notify new AdminCc with template …”
but this task a little bit trickier for newbie.

  1. How can I turn on debugging level logging? I put the lines to log
    to a file with level debug in my RT_SiteConfig.pm – but they don’t
    seem to be taking effect. Do I somehow need to tell RT to re-read the
    file? (tried restarting apache on a lark – no change)
    you need full stop and start.
    http://wiki.bestpractical.com/?Debug

This is freebsd with RT 3.4 – though again absolutely everything else
works, notifying, incoming email etc.

Thanks!

Marcos

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

We’re hiring! Come hack Perl for Best Practical: Careers — Best Practical Solutions

Best regards, Ruslan.