RT4 Forward Ticket

RT Users
1

When I try to forward a ticket with RT4, the forwarded email goes through
with a body of “This is forward of ticket #xxxxx” with correspondence as an
attachment. It does not process my template at all.

http error log has this entry:

[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/…/lib/RT/Template.pm:449)
[Wed Jun 15 12:27:00 2011] [warning]: Template parsing error
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:720)
[Wed Jun 15 12:27:00 2011] [warning]: Couldn’t generate email using template
‘Forward Ticket’ (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:723)

Any help would be greatly appreciated. Thank you!
View this message in context: http://old.nabble.com/RT4-Forward-Ticket-tp31851009p31851009.html

2

When I try to forward a ticket with RT4, the forwarded email goes through
with a body of “This is forward of ticket #xxxxx” with correspondence as an
attachment. It does not process my template at all.

http error log has this entry:

[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/…/lib/RT/Template.pm:449)
[Wed Jun 15 12:27:00 2011] [warning]: Template parsing error
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:720)
[Wed Jun 15 12:27:00 2011] [warning]: Couldn’t generate email using template
‘Forward Ticket’ (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:723)

As the log messages above say, there was an error parsing your template.
The log should have more details above or below the lines you quoted.
In the future, providing the full logs from the start is the best way
to get a quick answer to the actual problem.

Thomas

3

If I just put plain text in the Ticket Forward template, the template
executes. I was trying to do something like this however. Are params
different for forwarding of a ticket?

-----my template begin-----

Titled: {$Ticket->Subject} has been FORWARDED to you. Please take
appropriate action.

TICKET INFORMATION:
Ticket Number : #{$Ticket->id}
Ticket Subject: {$Ticket->Subject}

Ticket Description: {$Transaction->Content()}
Ticket Created by: {$Ticket->CreatorObj->Name}

                    Thank you,
                    {$Ticket->QueueObj->CorrespondAddress()}

-----my template end-----

More of the error log with above template:

[Wed Jun 15 14:29:31 2011] [error]: Template parsing error: Can’t call
method “id” on an undefined value at template line 1.

Stack:
[template:1]
[/opt/rt4/sbin/…/lib/RT/Template.pm:454]
[/opt/rt4/sbin/…/lib/RT/Template.pm:410]
[/opt/rt4/sbin/…/lib/RT/Template.pm:339]
[/opt/rt4/sbin/…/lib/RT/Template.pm:319]
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:564]
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:708]
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:659]
[/opt/rt4/share/html/Ticket/Forward.html:96]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:522]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:271]
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/…/lib/RT/Template.pm:449)
[Wed Jun 15 14:29:31 2011] [warning]: Template parsing error
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:720)
[Wed Jun 15 14:29:31 2011] [warning]: Couldn’t generate email using template
‘Forward Ticket’ (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:723)

Thomas Sibley wrote:

When I try to forward a ticket with RT4, the forwarded email goes through
with a body of “This is forward of ticket #xxxxx” with correspondence as
an
attachment. It does not process my template at all.

http error log has this entry:

[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/…/lib/RT/Template.pm:449)
[Wed Jun 15 12:27:00 2011] [warning]: Template parsing error
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:720)
[Wed Jun 15 12:27:00 2011] [warning]: Couldn’t generate email using
template
‘Forward Ticket’ (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:723)

As the log messages above say, there was an error parsing your template.
The log should have more details above or below the lines you quoted.
In the future, providing the full logs from the start is the best way
to get a quick answer to the actual problem.

Thomas

View this message in context: http://old.nabble.com/RT4-Forward-Ticket-tp31851009p31852020.html

4

If I just put plain text in the Ticket Forward template, the template
executes. I was trying to do something like this however. Are params
different for forwarding of a ticket?

The Forward Ticket template gets $Ticket, the Forward template gets
$Ticket and $Transaction. When I try your template below, it blows up
on line 9 because $Transaction is not available (as expected).

Given your error, I suspect the template you pasted below isn’t the full
template or you’ve typoed somewhere.

Thomas

5

I resolved my issue. I was using Ticket Description:
{$Transaction->Content()}

Thanks.

Thomas Sibley wrote:

If I just put plain text in the Ticket Forward template, the template
executes. I was trying to do something like this however. Are params
different for forwarding of a ticket?

The Forward Ticket template gets $Ticket, the Forward template gets
$Ticket and $Transaction. When I try your template below, it blows up
on line 9 because $Transaction is not available (as expected).

Given your error, I suspect the template you pasted below isn’t the full
template or you’ve typoed somewhere.

Thomas

-----my template begin-----

Titled: {$Ticket->Subject} has been FORWARDED to you. Please take
appropriate action.

TICKET INFORMATION:
Ticket Number : #{$Ticket->id}
Ticket Subject: {$Ticket->Subject}

Ticket Description: {$Transaction->Content()}
Ticket Created by: {$Ticket->CreatorObj->Name}

                    Thank you,
                    {$Ticket->QueueObj->CorrespondAddress()}

-----my template end-----

View this message in context: http://old.nabble.com/RT4-Forward-Ticket-tp31851009p31853254.html

6

Hi all,

I recently installed rt4 as a replacement testbed of our existing rt
3.8.7. To the best of my knowledge everything works except when a ticket
is transferred from one queue to another. I have two scripts and two
simple templates. One to notify the requestor, and the other to notify
the Admin(s) of the queue ticket is transferred to. The notify requestor
works fine, but the admin doesn’t get the template asigned to them. They
get the exact same message as the requestror does! These
templates/scripts are working fine in our existing 3.8.7.

Admin template:
The following helpdesk ticket:
{$RT::WebURL}Ticket/Display.html?id={$Ticket->id} has been forwarded to
you for action.

Requestor template:
RT-Attach-Message: yes
{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
subject given)"}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket was forwarded to an appropriate queue. For further information
please see the following URL:
<{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}>

Also, I am getting the following errors in the log files:
Jun 15 10:48:58 RT: Invalid right. Couldn’t canonicalize right
‘AdminOwnPersonalGroups’ (/opt/rt4/sbin/…/lib/RT/ACE.pm:410)
Jun 15 10:48:58 RT: Invalid right. Couldn’t canonicalize right
‘DelegateRights’ (/opt/rt4/sbin/…/lib/RT/ACE.pm:410)

Any advise is greatly appreciated.
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, CANADA, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca