Problem with Approval Creation

RT Users
1

Dear List,
i’m trying to create an approval Ticket (RT 3.6.5) with the following
Template:

===Create-Ticket: INVEST
{$Tickets{“TOP”}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{‘TOP’}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{‘TOP’}->RequestorAddresses()}
AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{“TOP”}->Id}:
{$Tickets{“TOP”}->Subject}

{$Tickets{“TOP”}->Transactions->First->Content()}
ENDOFCONTENT

Script for this:

OnOpen
CreateTickets
Template: Approval

So, when a ticket is going to open, create an approval ticket

This is working fine so far, but this Part:

AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
wont work, the adminCC Field is empty.

Before the ticket is going to open, we add a group as admincc to the ticket,
and this group members should later on also the approvers.

Below the logfile output:

[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
{$Tickets{“TOP”}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{‘TOP’}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{‘TOP’}->RequestorAddresses()}
AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{“TOP”}->Id}:
{$Tickets{“TOP”}->Subject}

{$Tickets{“TOP”}->Transactions->First->Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someuser@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren

Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:

TEST

ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I’m confused at the moment :frowning:

Thanks

Torsten

MFG

Torsten Brumm

http://www.brumm.me

2

Dear List,
i’m trying to create an approval Ticket (RT 3.6.5) with the following Template:

===Create-Ticket: INVEST
Depended-On-By: TOP
Refers-To: {$Tickets{‘TOP’}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{‘TOP’}->RequestorAddresses()}
AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{“TOP”}->Id}: {$Tickets{“TOP”}->Subject}

{$Tickets{“TOP”}->Transactions->First->Content()}
ENDOFCONTENT

Script for this:

OnOpen
CreateTickets
Template: Approval

So, when a ticket is going to open, create an approval ticket

This is working fine so far, but this Part:

AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}

wont work, the adminCC Field is empty.

Before the ticket is going to open, we add a group as admincc to the ticket, and this group members should later on also the approvers.

Below the logfile output:

[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Depended-On-By: TOP
Refers-To: {$Tickets{‘TOP’}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{‘TOP’}->RequestorAddresses()}
AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{“TOP”}->Id}: {$Tickets{“TOP”}->Subject}

{$Tickets{“TOP”}->Transactions->First->Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someuser@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten ignorieren

Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:

TEST

ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)

Any ideas? I’m confused at the moment :frowning:

Thanks

Torsten

Kuehne + Nagel (AG & Co.) KG, Geschaeftsleitung: Hans-Georg Brinkmann (Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jaeger (stellv.), Sitz: Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878, Persoenlich haftende Gesellschaft: Kuehne & Nagel A.G., Sitz: Contern/Luxemburg Geschaeftsfuehrender Verwaltungsrat: Klaus-Michael Kuehne

3

OK, problem fixed, found the error.
Use AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddressesAsString()}
instead

Torsten

2010/10/15 Brumm, Torsten / Kuehne + Nagel / Ham MI-ID <
torsten.brumm@kuehne-nagel.com>

Dear List,
i’m trying to create an approval Ticket (RT 3.6.5) with the following
Template:

===Create-Ticket: INVEST
Subject: Manager Approval for Investment: {$Tickets{“TOP”}->Id} -
{$Tickets{“TOP”}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{‘TOP’}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{‘TOP’}->RequestorAddresses()}
AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{“TOP”}->Id}:
{$Tickets{“TOP”}->Subject}

{$Tickets{“TOP”}->Transactions->First->Content()}
ENDOFCONTENT

Script for this:

OnOpen
CreateTickets
Template: Approval

So, when a ticket is going to open, create an approval ticket

This is working fine so far, but this Part:

AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
wont work, the adminCC Field is empty.

Before the ticket is going to open, we add a group as admincc to the
ticket, and this group members should later on also the approvers.

Below the logfile output:

[Fri Oct 15 10:26:58 2010] [debug]: Workflow: processing create-INVEST of
RT::Ticket=HASH(0xa6d3980) (/opt/rt3/lib/RT/Action/CreateTickets.pm:588)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: evaluating
Subject: Manager Approval for Investment: {$Tickets{“TOP”}->Id} -
{$Tickets{“TOP”}->Subject}
Depended-On-By: TOP
Refers-To: {$Tickets{‘TOP’}->Id()}
Queue: ___APPROVAL
Type: approval
Requestor: {$Tickets{‘TOP’}->RequestorAddresses()}
AdminCC: {$Tickets{‘TOP’}->AdminCc->MemberEmailAddresses()}
Content-Type: text/plain
Content: Your approval is requested for the ticket {$Tickets{“TOP”}->Id}:
{$Tickets{“TOP”}->Subject}

{$Tickets{“TOP”}->Transactions->First->Content()}
ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:881)
[Fri Oct 15 10:26:58 2010] [debug]: Workflow: yielding
Subject: Manager Approval for Investment: 44425100 - TEST 9 bitten
ignorieren
Depended-On-By: TOP
Refers-To: 44425100
Queue: ___APPROVAL
Type: approval
Requestor: someuser@company.com
AdminCC:
Content-Type: text/plain
Content: Your approval is requested for the ticket 44425100: TEST 9 bitten
ignorieren

Requested_by_Region: HQ - Head Quarter
Requested_by_Name: Some Name
Value: 123
Remarks:

TEST

ENDOFCONTENT (/opt/rt3/lib/RT/Action/CreateTickets.pm:897)
Any ideas? I’m confused at the moment :frowning:

Thanks

Torsten

Kühne + Nagel (AG & Co.) KG, Geschäftsleitung: Hans-Georg Brinkmann
(Vors.), Dirk Blesius, Reiner Heiken, Bruno Mang, Alfred Manke, Christian
Marnetté, Mark Reinhardt, Jens Wollesen, Klaus Jäger (stellv.), Sitz:
Bremen, Registergericht: Bremen, HRA 21928, USt-IdNr.: DE 812773878,
Persönlich haftende Gesellschaft: Kühne & Nagel A.G., Sitz:
Contern/Luxemburg, Geschäftsführender Verwaltungsrat: Klaus-Michael Kühne

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

MFG

Torsten Brumm

http://www.brumm.me
http://www.elektrofeld.de