Notify by queue change

RT Users
1

I try to get a notify mail to all queue members as soon a new ticket comes
in. I believe I found it somewhere in the wiki and I created a scrip that
notifies AdminCC.

Condition: On Queue Change
Action: Notify AdminCC
Template: Global Template Transaction
Stage: TransactionCreate

I can see in the message log that it will notify AdminCC since Scrip 18 is
the scrip I created, but in my mail.log file of the postfix stays empty. No
out going email.

Here is the part from the message log:
Sep 30 10:18:20 testlinux RT: <
rt-3.8.1-19202-1222795100-1621.635-18-0@example.com> #635/8243 - Scrip 18
QueueTransfer (/opt/rt38/bin/…/lib/RT/Action/SendEmail.pm:302)
Sep 30 10:18:20 testlinux RT: <
rt-3.8.1-19202-1222795100-1621.635-18-0@example.com> No recipients found.
Not sending. (/opt/rt38/bin/…/lib/RT/Interface/Email.pm:338)

Any help would be much appreciated.

Robert Keidel

2

Robert,

Who is listed as the Queue AdminCc of the queue the tickets are going

to? IF you have a group of privileged users, then list that group in the
“AdminCc” watcher role. If you want the requestors to get that email,
then you need to greate another scrip for that queue to “Notify
Requestors”, using the same condition, etc. Hope this helps.

Kenn
LBNLOn 9/30/2008 10:22 AM, Robert Keidel wrote:

I try to get a notify mail to all queue members as soon a new ticket
comes in. I believe I found it somewhere in the wiki and I created a
scrip that notifies AdminCC.

Condition: On Queue Change
Action: Notify AdminCC
Template: Global Template Transaction
Stage: TransactionCreate

I can see in the message log that it will notify AdminCC since Scrip 18
is the scrip I created, but in my mail.log file of the postfix stays
empty. No out going email.

Here is the part from the message log:
Sep 30 10:18:20 testlinux RT:
<rt-3.8.1-19202-1222795100-1621.635-18-0@example.com
mailto:rt-3.8.1-19202-1222795100-1621.635-18-0@example.com> #635/8243

Any help would be much appreciated.

Robert Keidel

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3

Robert, if the AdminCC is the one who “does” the queue change, RT will not
send him or her an e-mail unless you have NotifyActor set in your
RT_Siteconfig file.

Regards,
Gene

At 10:22 AM 9/30/2008, Robert Keidel wrote:

I try to get a notify mail to all queue members as soon a new ticket comes
in. I believe I found it somewhere in the wiki and I created a scrip that
notifies AdminCC.

Condition: On Queue Change
Action: Notify AdminCC
Template: Global Template Transaction
Stage: TransactionCreate

I can see in the message log that it will notify AdminCC since Scrip 18 is
the scrip I created, but in my mail.log file of the postfix stays empty.
No out going email.

Here is the part from the message log:
Sep 30 10:18:20 testlinux RT:
<mailto:rt-3.8.1-19202-1222795100-1621.635-18-0@example.comrt-3.8.1-19202-1222795100-1621.635-18-0@example.com>
#635/8243 - Scrip 18 QueueTransfer
(/opt/rt38/bin/…/lib/RT/Action/SendEmail.pm:302)
Sep 30 10:18:20 testlinux RT:
<mailto:rt-3.8.1-19202-1222795100-1621.635-18-0@example.comrt-3.8.1-19202-1222795100-1621.635-18-0@example.com>
No recipients found. Not sending.
(/opt/rt38/bin/…/lib/RT/Interface/Email.pm:338)

Any help would be much appreciated.

Robert Keidel

Gene LeDuc, GSEC
Security Analyst
San Diego State University