Yeah, I hadn’t considered that. But in that case then it shouldn’t try to send the email. So it’ll need a check for the owner and if the owner is not nobody then send the message. Still, I don’t know how to do either of those checks, for the owner and then to ensure it sends an email.
Any pointers?
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel--- Original message —
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crocker kfcrocker@lbl.gov
To: Kevin Gagel gagel@cnc.bc.ca
Cc: RT-Users@lists.bestpractical.com
Date: 22/06/2009 3:24 PM
Kevin,
What if the ticket is created WITHOUT an owner?
Kenn
LBNL
On 6/22/2009 2:57 PM, Kevin Gagel wrote: Thanks Ken for the script. I’ve altered Ken’s script to this:
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
if ($trans->Type eq ‘CustomField’)
{my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,
Name => ‘Urgency’);
return 0 unless $cf->id;
if ($trans->Field == $cf->id ic $trans->NewValue eq ‘URGENT’)
{
$RT::Logger->debug(‘.’);
$RT::Logger->debug(‘It is an URGENT ticket so send the owner a message.’);
$RT::Logger->debug(‘.’);
return 1;
}
else
{
$RT::Logger->debug(‘.’);
$RT::Logger->debug(‘Fell through the check and into the else.’);
$RT::Logger->debug(‘.’);
}
}
return 0;
The debug output shows it is doing what’s expected but I am not receiving an email. The debug output indicates that no recipients were found. So… How do I correct that?
I want the owner of the ticket to be notified by email if a ticket is created with an URGENT status or if the status changes to URGENT.
Actual debug output:
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: Working on mailfield Bcc; recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:650)
[Mon Jun 22 21:51:02 2009] [debug]: Subject: [Email Issue: #165] URGENT: URGENT
From: “Kevin W. Gagel via RT” rt@XXXXXX.bc.ca
Reply-To: rt@XXXXXX.bc.ca
Message-ID: <rt-3.8.2-19683-1245707462-1931.165-12-0@CNC IT Services>
Precedence: bulk
X-RT-Loop-Prevention: CNC’s Ticket System
RT-Ticket: CNC’s Ticket System #165
Managed-by: RT 3.8.2 (Request Tracker — Best Practical Solutions)
RT-Originator:gagel@XXXXXX.bc.ca
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8 (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:657)
[Mon Jun 22 21:51:02 2009] [debug]: Removing deferred recipients from Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:680)
[Mon Jun 22 21:51:02 2009] [debug]: Setting deferred recipients for attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:689)
[Mon Jun 22 21:51:02 2009] [debug]: No recipients found for deferred delivery on transaction #2236 (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:702)
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
— Original message —
Subject: Re: [rt-users] Question on custom scrip condition
From: Ken Crockerkfcrocker@lbl.gov
To: Kevin Gagelgagel@cnc.bc.ca
Cc: RT UsersRT-Users@lists.bestpractical.com
Date: 16/06/2009 3:56 PM
Kevin,
Here’s one we use for when the development step of a ticket (CF “Work-State”) is changed to “Review Approved”:
condition execution on CF Review Process
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
if ($trans->Type eq ‘CustomField’)
{my $cf = new RT::CustomField($RT::SystemUser);
$cf->LoadByName(Queue => $ticket->QueueObj->id,
Name => “Work-State”);
return 0 unless $cf->id;
if ($trans->Field == $cf->id ic
$trans->NewValue eq “Review Complete-Approved”)
{
return 1;
}
}
return 0;
Just plug in your CF name and value you want and you’re set. Hope this helps.
Kenn
LBNL
On 6/16/2009 2:53 PM, Kevin Gagel wrote:My users don’t want to use priorities so they’ve had me create 4 levelsfor urgency. They only want to be notified by email on an item that hasthe highest urgency level set. So I want to setup a custom conditionthat tests for that level and then sends an email to the user if thatspecific level is set.
So, I have a custom field of “Urgency” which can have a value of URGENT, High, Medium, Low, or Project.
I have the template made already for the email to be sent out and thescrip configured for it. I just don’t know how to write the customcondition to put into the scrip. How do I write the condition to test for “URGENT” and indicate the action to send the email?
All the references I’m finding in the RT Essentials have me a bit confused, am I supposed to right a new module to make this scrip or can I just add the perl code to the condition (not that I know what code I have to enter just yet).
Kevin W. Gagel
Network Administrator
Local 5448
My blog:
http://mail.cnc.bc.ca/blogs/gagel
My shared files:
http://mail.cnc.bc.ca/users/gagel
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