Scrip can't find requestors

I have a scrip which fires correctly but cannot find the requestors for
the ticket, although the action is ‘Notify Requestors’ not some custom
action where I may have broken something.

I have a very simple custom condition:
return undef unless
($self->TicketObj->FirstCustomFieldValue(‘Formletter’) =~
/ForgottenPassword/);

but I wasn’t worried about the condition since if it weren’t firing I
wouldn’t see it in the logs.

Perhaps the problem is my template? Do I need to include the recipients
(that is the Requestors) in the template somewhere? I didn’t see any
reference to this in the wiki anywhere.

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

Keep in mind that if the “NotifyActor” option is turned off in the RT
site config, and the requestor and the person making the change are the
same person, then RT won’t notify.

I tried to debug a lot of “broken” scripts before I figured that one out :slight_smile:

Rick R.

Duncan Hutty wrote:

I have a scrip which fires correctly but cannot find the requestors for
the ticket, although the action is ‘Notify Requestors’ not some custom
action where I may have broken something.

Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
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Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099

But I really want the auto-reply to send to the requestor even if he is
the actor while a ticket is being created.

Because I need him know that he has successful send his request to our
system, and give him the ticket No. so that he can query us by using
this number at any time.

Regards,

Felix

Rick Russell wrote:

Felix Zhu wrote:

But I really want the auto-reply to send to the requestor even if he is
the actor while a ticket is being created.

At the risk of repeating myself, Auto-Reply actions will always send,
regardless of the Notify Actor setting. Assuming you’ve set up RT to
Autoreply to Requestors on Create, your requestors will get the e-mail.

Seriously, I just did it myself. Default behavior is to autoreply to the
requestor.

Rick R.

I said:

That’s standard behavior. The Auto-Reply actions will always send, while
the Notify actions will check the identity of the actor and only send to

For computer help, call xHELP (x4357 or 713-348-4357)
On the web: http://helpdesk.rice.edu/
Rick Russell
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267 Fax: 713.348.6099
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669