OnOwnerChange NotifyOwner - Template problem

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addr]

Yo!

I’ve just set up request tracker with the OnOwnerChange condition added.
I’m using it to notify the (new) owner that he’s been assigned a ticket
with this template:

Yo!

This is now your problem:

Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}Subject: {$Transaction->Subject || {$Ticket->Subject} || “(No
subject given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->Requestors->EmailsAsString()}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
{$Transaction->Content()}

Problem is that Transaction->Content and one of the Subject expressions
don’t work. The area below the line, where I’d expect the content of the
ticket, is entirely empty, and the Subject: contains some value like:
Subject: HASH(0x8caa790)

I’d be glad if I don’t have to dig into rt internals to solve this as
I’m not exactly a perl-lover… :-/

Oh, yes: rt 2.0.11

cheers
– vbi

I sign e-mail using OpenPGP (rfc2440) compliant software.

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Adrian ‘Dagurashibanipal’ von Bidder wrote:

… the Subject: contains some value like: Subject: HASH(0x8caa790)

I haven’t encountered this myself, but remember reading about other
people experiencing it. Searching the archives for “Subject” and "HASH"
would seem like a good idea.

I’d be glad if I don’t have to dig into rt internals to solve this as
I’m not exactly a perl-lover… :-/

Oh, yes: rt 2.0.11

Upgrade. 2.0.13 fixed a security issue. Jesse has made upgrading
amazingly painless (compared to so many other products out there). It’s
also possible that the subject hash thing was fixed by then, in which
case you’d get a solution without even needing to know what the problem
was the first place.

Smylers
GBdirect

Smylers wrote:

Adrian ‘Dagurashibanipal’ von Bidder wrote:

… the Subject: contains some value like: Subject: HASH(0x8caa790)

I had this once, and the solution was simple. I don’t know from the top of my
head, but I think You need to make sure that You have at least one blank line
at the beginning of Your template. Also, the default templates had an error
once. Bruce Campbell helped me at the time I encountered this, so it should be
easy to find in the archives (last half of 2001).

Regards,
Harald
Harald WagenerAn der Alster 4220099 Hamburg*http://www.fcb-wilkens.com

I’ve just set up request tracker with the OnOwnerChange condition added.
I’m using it to notify the (new) owner that he’s been assigned a ticket
with this template:

Problem is that Transaction->Content and one of the Subject expressions
don’t work. The area below the line, where I’d expect the content of the

I think this is normal as the “Owner change” transaction doesn’t have any
content. I don’t know how you would get the contents of the original
message. Somebody asked this a while back, but I don’t recall the answer (if
any).

ticket, is entirely empty, and the Subject: contains some value like:
Subject: HASH(0x8caa790)

I think that your subject line should be:Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject given)”}
instead of:
Subject: {$Transaction->Subject || {$Ticket->Subject} || “(No subject given)”}

Mathieu
./ Mathieu Dub�-Dallaire _______________________________________
| For maximum security, this message has been encrypted TWICE |
| with the powerfull “rot13” algorithm. |
|__ email: kronen@DIEstep.SPAMMERpolymtl.ca _____________________|

I’ve just set up request tracker with the OnOwnerChange condition added.
I’m using it to notify the (new) owner that he’s been assigned a ticket
with this template:

=======
Yo!

This is now your problem:

Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || {$Ticket->Subject} || “(No
subject given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->Requestors->EmailsAsString()}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}

Problem is that Transaction->Content and one of the Subject expressions
don’t work. The area below the line, where I’d expect the content of the
ticket, is entirely empty, and the Subject: contains some value like:
Subject: HASH(0x8caa790)

This is what I use:

OnTicketPickup NotifyOwnerNoRestrictions with template FirstCorrespondence

Where the FirstCorrespondence looks like:

{$Ticket->Transactions->Next->Content()}

(Plus I put a header above that, to explain that the message can be
replied to, to correspond with the requestor)

OnTicketPickup was sent to me and the list by Michael Grubb, check the
archives for the subject ‘Change initial status to “Open”’. If you can’t
find it, I can send you a copy.

- Justin

Justin Hawkins
Internode Professional Access

[…]

This is what I use:

OnTicketPickup NotifyOwnerNoRestrictions with template FirstCorrespondence

Where the FirstCorrespondence looks like:


{$Ticket->Transactions->Next->Content()}


Sounds quite like what I want.

OnTicketPickup was sent to me and the list by Michael Grubb, check the
archives for the subject ‘Change initial status to “Open”’. If you can’t
find it, I can send you a copy.

Is there a searchable list archive? Google doesn’t have any hits on
OnTicketPickup. So I’d be glad if you could send it to me (please use
avbidder [at] acter.ch, thanks).

NotifyOwnerNoRestrictions? Is not in 2.0.11, what does it do? (Yes,
given time I will upgrade. But as the system will have to move to
another machine soon anyway, I’d rather change the setup only once.)

cheerio
– vbi

I sign e-mail using OpenPGP (rfc2440) compliant software.

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{$Ticket->Transactions->Next->Content()}

This works and solves the problem, thanks.

OnTicketPickup was sent to me and the list by Michael Grubb, check the

Hmmm. Didn’t fire here.

If I understand it correctly this should fire whenever the ticket owner
changes and the old owner was Nobody. Didn’t fire here.

Scenario:
ticket is created
ticket is given to somebody else by somebody with ModifyTicket access
right

??

cheers & thanks.
– vbi

I sign e-mail using OpenPGP (rfc2440) compliant software.

signature.asc (240 Bytes)