Resolve scip headache

As I continue to bang my head on my desk I thought I would see if anyone has
any ideas. I had RT running in a test environment and a queue setup called
NOC. I had four scrips defined to the queue NOC:

On create Notify CCs with template Transaction
On resolve Notify Ccs with template Resolve
On comment Notify Ccs as comment with template Correspondence
On owner change Notify Owner with template Transaction

I had two templates defined to the queue as well. Transaction and Resolve.

When I created a ticket with a status of resolved, Request Tracker would
send two e-mails out to the defined watches. One based on the on the create
scrip and the other on the resolved scrip. This was great and how I
expected it to work!

I rebuilt the system (don’t ask) and don’t think I missed anything but now
this does not work. When I create a ticket with a status of Open it sends
out the Transaction to the watchers. If I comment on it it sends out another
e-mail based on the correspondence template. And if I resolve it it does
what I would expect and sends an e-mail out based on the resolved template.

So, I know the templates are working. But, if I open a ticket with a status
of resolved it will only send an e-mail out based on the Transaction
template. It never sends the second e-mail based on the resolve template
even though the condition is met. I can reopen the ticket and the resolve it
and it will send the e-mail to the watchers.

What am I missing? Or, was I dreaming and it never really worked the way I
though it did!!! Any ideas or pointers would be helpful.

Mike

Michael Wilkinson wrote:

When I created a ticket with a status of resolved, Request
Tracker would send two e-mails out to the defined watches. One based on
the on the create scrip and the other on the resolved scrip. This was
great and how I expected it to work!

So, I know the templates are working. But, if I open a ticket with a
status of resolved it will only send an e-mail out based on the
Transaction template. It never sends the second e-mail based on the
resolve template even though the condition is met.

I can say that our RT install (3.2.2/RHEL/PostgreSQL) worked the second
way, not the first. If you created a resolved ticket, it did not commit
the “On Resolve” actions.

If you’re using a version of RT that support custom scrips, it’s easy to fix:

Description: On Create of Resolved Ticket, Notify CCs with template Whatever

Condition, User Defined
Action, Notify CCs
Template, Whatever

Custom condition:

if ( ($self->TransactionObj->Type eq ‘Create’)
&& ($self->TicketObj->Status eq ‘resolved’) )

{return(1)};

else

{return(undef)};

Rick R.

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Documented http://wiki.bestpractical.com/index.cgi?OnCreateResolved

Rick Russell wrote: