Greetings,
I set up a group called “All queues” with some members inside. These members
are supposed to have read and write rights globally on all the queues just
like the members of each queue. The problem is that when a member of the
“All queues” group resolves a ticket, the scrip “Resolved” is not excecuted
therefore the resolved template email is not sent. However, the scrip is
excuted when a member of a queue resolves a ticket. Am i missing something ?
even if i give “superUser” rights globally for the “All queues” group, the
scrip is still not excuted. Thx for your help
View this message in context: http://www.nabble.com/Resolved-scrip-problem-tp16174370p16174370.html
F350,
Would you mind providing some info? What is the Condition and Action on
the scrip in question. Do you use a special Template? Can you list the
rights you gave the “Global” group as opposed to the Group of primary
users of the queue? thanks.
Kenn
LBNLOn 3/25/2008 6:06 AM, F350 wrote:
Greetings,
I set up a group called “All queues” with some members inside. These members
are supposed to have read and write rights globally on all the queues just
like the members of each queue. The problem is that when a member of the
“All queues” group resolves a ticket, the scrip “Resolved” is not excecuted
therefore the resolved template email is not sent. However, the scrip is
excuted when a member of a queue resolves a ticket. Am i missing something ?
even if i give “superUser” rights globally for the “All queues” group, the
scrip is still not excuted. Thx for your help
Hello Kenn,
Thanks for your reply.
I’m using the default “Resolved” template which is associated to the default
scrip “On Resolve Notify Requestors with template Resolved”.
The rights that are set for the “Global” group are:
AssignCustomFields
CommentOnTicket
CreateSavedSearch
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifySelf
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowOutgoingEmail
ShowSavedSearches
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
In addition to the rights, i have the following rights set also globally
for the privileged users:
CreateSavedSearch
DelegateRights
EditSavedSearches
LoadSavedSearch
ModifySelf
And the following for everyone (Globally)
CreateTicket
ReplyToTicket
Thanks again for your help
Marc
Kenneth Crocker wrote:
F350,
Would you mind providing some info? What is the Condition and Action on
the scrip in question. Do you use a special Template? Can you list the
rights you gave the “Global” group as opposed to the Group of primary
users of the queue? thanks.Kenn
LBNL
Greetings,
I set up a group called “All queues” with some members inside. These
members
are supposed to have read and write rights globally on all the queues
just
like the members of each queue. The problem is that when a member of the
“All queues” group resolves a ticket, the scrip “Resolved” is not
excecuted
therefore the resolved template email is not sent. However, the scrip is
excuted when a member of a queue resolves a ticket. Am i missing
something ?
even if i give “superUser” rights globally for the “All queues” group,
the
scrip is still not excuted. Thx for your help
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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View this message in context: http://www.nabble.com/Resolved-scrip-problem-tp16174370p16299138.html
F350,
Well, first off, you have some redundancies that could easily make
debugging harder. For example, if you have granted the
“CreateSavedSearch” Globally for "“Privileged” users, then you do not
need to grant the same right again to the global group as they are
“privileged” users (a user can’t be in a group that has privileges if
they are not privileged users). That’s one example. Same with “ModifySelf”.
Next, you mentioned that the scrip is executed, but no one in the group
gets the email. Whether or not someone gets the email does NOT depend on
rights. It depends on who is causing the transaction and who is listed
as the recipient of an email. RT does not “Notify” any user causing the
transaction. That’s what “AutoReply” does. RT figures that if you are
the one doing the work, then you do not need to be notified about the
work cause YOU did it in the first place. So, whether the users in the
“super” Group are listed as the requestor OR CC or AdminCc, they will
NOT get any notification as an addressee if they are the users doing the
work (in this case, changing the ticket status to “resolved”).
Check to see who is listed as requestor on the tickets that were
resolved and if they are in that group, you have your explanation. If
you want them to get the email anyway, change the action to “AutoReply”
to requestors. If they were not the requestor, then they wouldn’t get a
reply anyway. Hope this helps.
Kenn
LBNLOn 3/26/2008 3:04 AM, F350 wrote:
Hello Kenn,
Thanks for your reply.
I’m using the default “Resolved” template which is associated to the default
scrip “On Resolve Notify Requestors with template Resolved”.The rights that are set for the “Global” group are:
AssignCustomFields
CommentOnTicket
CreateSavedSearch
DelegateRights
DeleteTicket
EditSavedSearches
LoadSavedSearch
ModifySelf
ModifyTicket
OwnTicket
ReplyToTicket
SeeCustomField
SeeGroup
SeeQueue
ShowOutgoingEmail
ShowSavedSearches
ShowTicket
ShowTicketComments
StealTicket
TakeTicketIn addition to the rights, i have the following rights set also globally
for the privileged users:
CreateSavedSearch
DelegateRights
EditSavedSearches
LoadSavedSearch
ModifySelfAnd the following for everyone (Globally)
CreateTicket
ReplyToTicketThanks again for your help
Marc
Kenneth Crocker wrote:
F350,
Would you mind providing some info? What is the Condition and Action on
the scrip in question. Do you use a special Template? Can you list the
rights you gave the “Global” group as opposed to the Group of primary
users of the queue? thanks.Kenn
LBNLOn 3/25/2008 6:06 AM, F350 wrote:
Greetings,
I set up a group called “All queues” with some members inside. These
members
are supposed to have read and write rights globally on all the queues
just
like the members of each queue. The problem is that when a member of the
“All queues” group resolves a ticket, the scrip “Resolved” is not
excecuted
therefore the resolved template email is not sent. However, the scrip is
excuted when a member of a queue resolves a ticket. Am i missing
something ?
even if i give “superUser” rights globally for the “All queues” group,
the
scrip is still not excuted. Thx for your help
Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.comDiscover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com