On Owner Change not working

RT Users
1

I’ve set up a notification on owner change (as in part 2 of
Request Tracker Wiki). However, when a
user changes the owner no notification is sent. This is in the log:

[Wed Apr 5 12:06:52 2006] [debug]: About to think about scrips for
transaction #55232
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Wed Apr 5 12:06:52 2006] [debug]: About to prepare scrips for
transaction #55232
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158)
[Wed Apr 5 12:06:52 2006] [debug]: Found 0 scrips
(/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354)
[Wed Apr 5 12:06:52 2006] [debug]: About to commit scrips for
transaction #55232
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167)

It doesn’t look as if RT thinks any scrips should be run.

This is RT 3.4.1. Any pointers as to where I should be looking or ways
in which I can get more information?

Thanks,
Keith

2

I’ve set up a notification on owner change (as in part 2 of
http://wiki.bestpractical.com/index.cgi?NotifyOwner). However, when a
user changes the owner no notification is sent. This is in the log:

===================================================================
[Wed Apr 5 12:06:52 2006] [debug]: About to think about scrips for
transaction #55232
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:154)
[Wed Apr 5 12:06:52 2006] [debug]: About to prepare scrips for
transaction #55232
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:158)
[Wed Apr 5 12:06:52 2006] [debug]: Found 0 scrips
(/usr/share/request-tracker3.4/lib/RT/Scrips_Overlay.pm:354)
[Wed Apr 5 12:06:52 2006] [debug]: About to commit scrips for
transaction #55232
(/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:167)

It doesn’t look as if RT thinks any scrips should be run.

This is RT 3.4.1. Any pointers as to where I should be looking or ways
in which I can get more information?

What Action, Template, and Stage did you set in the scrip?

3

Todd Chapman wrote:

What Action, Template, and Stage did you set in the scrip?

Action: Notify Owner
Template: Global template: Transaction
Stage: TransactionCreate

Thanks,
Keith

4

Todd Chapman wrote:

What Action, Template, and Stage did you set in the scrip?

Action: Notify Owner
Template: Global template: Transaction
Stage: TransactionCreate

Who is changing the owner? Perhaps this config file
option is the problem:

By default, RT doesn’t notify the person who performs an update, as they

already know what they’ve done. If you’d like to change this behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

5

Todd Chapman wrote:

Who is changing the owner?

User A is the owner and User A is changing the ownership to User B, so
it isn’t the $NotifyActor option.

Thanks,
Keith

6

At the risk of being boring or irritating, can anyone suggest any steps
I can take to try to isolate the problem detailed below?

I’ve removed all customisation; I’ve tried reassigning from various
users to various other users; I’ve even tried setting NotifyActor to 1
(although it shouldn’t be necessary); none of these made any difference.
The only clue might be that the database was updated from 3.0.12 to
3.4.1 (on Debian) using:

for x in /etc/request-tracker3.4/upgrade/*; do
for y in schema acl insert; do
/usr/sbin/rt-setup-database-3.4 --action $y --datadir $x
–dba rtuser --dba-password wibble;
done;
done

What would be the next sensible step to take to resolve this?

Thanks,
Keith

Keith Edmunds wrote: