Scrip not working

RT Users
1

I have upgraded to 3.2.0 and have set up an autoreply to requestor scrip
and that work well. However, I have tried several different scips to
achieve the same purpose and that is to notify the support team in the
event of a recently created ticket. These have all failed. I have the
following:

On Queue Change Notify AdminCcs with template New Ticket
On Create Notify AdminCcs with template New Ticket

What is wrong? Watching the logs I see the autoreply go out but never
anything to the support team.
Thanks in advance.

Dennis Lattka dlattka@caltech.edu
Virtual Rooms Videconferencing Systems http://www.vrvs.org
California Institute of Technology http://www.caltech.edu

2

Thanks. It was in fact my scrip that wasn’t right. I had removed a “>”
on the end of

Take Ticket <URL:
{$RT::WebURL}Ticket/Display.html?Action=Take&id={$Ticket->id} >

which allows us to “Take” the ticket via an email client. The error
message was a bit vague:

Jul 6 17:53:23 vrvs RT: error: unexpected end of header
(/usr/rt3/lib/RT/Template_Overlay.pm:341)

Thanks again.

Dennis

Brett Barnhart wrote:

Personally, I use this:

On Create Notify AdminCcs with template Transaction

It includes the text of the ticket, which is handy. (Otherwise, you have to
log in to see what the ticket was about).

-----Original Message-----
From: Dennis Lattka [mailto:dlattka@caltech.edu]
Sent: Wednesday, July 07, 2004 11:02 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrip not working

I have upgraded to 3.2.0 and have set up an autoreply to
requestor scrip
and that work well. However, I have tried several different scips to
achieve the same purpose and that is to notify the support
team in the
event of a recently created ticket. These have all failed. I have the
following:

On Queue Change Notify AdminCcs with template New Ticket
On Create Notify AdminCcs with template New Ticket

What is wrong? Watching the logs I see the autoreply go out but never
anything to the support team.
Thanks in advance.

–
Dennis Lattka dlattka@caltech.edu
Virtual Rooms Videconferencing Systems http://www.vrvs.org
California Institute of Technology http://www.caltech.edu

The rt-users Archives

Be sure to check out the RT wiki at http://wiki.bestpractical.com

Dennis Lattka dlattka@caltech.edu
Virtual Rooms Videconferencing Systems http://www.vrvs.org
California Institute of Technology http://www.caltech.edu

3

Personally, I use this:

On Create Notify AdminCcs with template Transaction

It includes the text of the ticket, which is handy. (Otherwise, you have to
log in to see what the ticket was about).

4

Hi,

I have written a scrip that on queue change, will change the due date to
two days from now, but when I move a ticket from one queue to another,
nothing seems to happen. My scrip is:

Condition: On Queue Change
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
Custom action preparation code: return(1);
Custom action cleanup code:

my $today = RT::Date->new($self->TicketObj->CurrentUser());
$today->SetToNow();
my $whichq = $self->TicketObj->Queue();
my $queue = new RT::Queue($RT::SystemUser);
$queue->Load($whichq);
my $daysuntildue = $queue->DefaultDueIn();
$today->AddDays($daysuntildue);
$self->TicketObj->SetDueDate($today->ISO);
return(1);

Can anyone see what’s wrong? I’ll be submitting this to the Wiki when
it works!

TIA,

Stewart
Stewart Tranter
Computing Services
Loughborough University

E: s.g.tranter@lboro.ac.uk
W: IT Services | Loughborough University
T: +44 (0) 1509 223719
F: +44 (0) 1509 223989

5

At Wednesday 2/1/2006 07:09 AM, Stewart Tranter wrote:

Hi,

I have written a scrip that on queue change, will change the due date to
two days from now, but when I move a ticket from one queue to another,
nothing seems to happen. My scrip is:

Hello Stewart,

Are there any error messages in the RT log? Have you tried putting some
debugging statements in the code to see where it’s going?

Steve