Notify Owner on Resolve not notifying the owner

RT Users
1

Hi All,

I am using this scrip, but it does not notify the owner at resolve

Description: Reminder to close associated tickets at resolve
Condition: On Resolve
Action: Notify Owner
Template: Global Template: Resolved
Stage: TransactionCreate

I own the ticket and I do have valid email address. But when I resolve the
ticket I get No recipients found.

Here is the log…

[Fri Feb 12 21:06:14 2016] [info]: <
rt-4.0.17-9677-1455311174-1234.1571857-254-0@rt.example.net>
#1571857/10214209 - Scrip 254 Reminder to close associated tickets at
resolve (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)

[Fri Feb 12 21:06:14 2016] [info]: <
rt-4.0.17-9677-1455311174-1234.1571857-254-0@rt.example.net> No recipients
found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:385)

Any suggestion where to look? I am using RT 4.0.17 on Ubuntu LTS

Thanks a lot

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?

2

Hi Asif,On Fri, Feb 12, 2016 at 3:51 PM, Asif Iqbal vadud3@gmail.com wrote:

Hi All,

I am using this scrip, but it does not notify the owner at resolve

Description: Reminder to close associated tickets at resolve
Condition: On Resolve
Action: Notify Owner
Template: Global Template: Resolved
Stage: TransactionCreate

I own the ticket and I do have valid email address. But when I resolve the
ticket I get No recipients found.

Yep. If you turned up the logging it would probably tell you that you
are the “actor” of the transaction.

https://www.bestpractical.com/docs/rt/4.0/RT_Config.html#NotifyActor

With “Notify *” actions, the actor of a transaction won’t get
notified. However “Autoreply *” will fire to its recipient list
regardless of actor.

-m

3

Hi Asif,

Hi All,

I am using this scrip, but it does not notify the owner at resolve

Description: Reminder to close associated tickets at resolve
Condition: On Resolve
Action: Notify Owner
Template: Global Template: Resolved
Stage: TransactionCreate

I own the ticket and I do have valid email address. But when I resolve
the
ticket I get No recipients found.

Yep. If you turned up the logging it would probably tell you that you
are the “actor” of the transaction.

RT Config - RT 4.0.25 Documentation - Best Practical

With “Notify *” actions, the actor of a transaction won’t get
notified. However “Autoreply *” will fire to its recipient list
regardless of actor.

-m

Hi All,

With Matt’s help I were able to create a custom ScripAction ‘Autoreply to
Owner’ and use that action to notify the owner.

I used http://requesttracker.wikia.com/wiki/WriteCustomAction as a guide as
well.

So I created a dir local/lib/RT/Action and copy lib/RT/Action/Autoreply.pm
in this directory as AutoreplyToOwner.pm and renamed the package line
accordingly. And under SetRecipients subroutine changed the push line to
following to get owners email address

push(@{$self->{‘To’}}, $self->TicketObj->OwnerAsString);

Then registered this module to DB as explained in
http://requesttracker.wikia.com/wiki/AddDatabaseRecords.

Now this shows up as one of the Action under Scrip.

I tested and it works perfectly.

Thanks again to Matt!

Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?