ScripConditions is not being honored / owner not sent an e-mail

I have the following in my ScripConditions.

mysql> select * from ScripActions where id = 20\G;
*************************** 1. row ***************************
id: 20
Name: Notify Owners, Requestors, Ccs & Other Recipients
Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
explicitly listed Ccs and Bccs
ExecModule: Notify
Argument: Owner,Requestor,Cc,OtherRecipients
Creator: 1
Created: 2009-05-14 09:52:07
LastUpdatedBy: 1
LastUpdated: 2009-05-14 09:52:07
1 row in set (0.00 sec)

GROUP members:
bert
ernie

Scrip:

Condition: On Correspond
Action: Notify Owners, Requestors, Ccs & Other Recipients
Template: Notify-GROUP
Stage: TransactionCreate

Notify-GROUP template:

Bcc: {
my $GroupName = ‘GROUP’;

instantiate a group object

my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;

my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;

my $res = ‘’;

walk through members of group

while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( “$email” ne “$CorresponderEmailAddress” ) && ( “$email” ne
"$RequestorEmailAddress" )) {
$res .= ', ’ if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes

{$Transaction->Content()}

Ticket info:

Owner: grover
Requestors: bert

Hit Reply on the web interface and grover is not listed “This message
will be sent to…”

I see only:

Bcc: ernie

Am I missing anything or is RT not recognizing my ScripConditions?

I have the following in my ScripConditions.

mysql> select * from ScripActions where id = 20\G;
*************************** 1. row ***************************
id: 20
Name: Notify Owners, Requestors, Ccs & Other Recipients
Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
explicitly listed Ccs and Bccs
ExecModule: Notify
Argument: Owner,Requestor,Cc,OtherRecipients
Creator: 1
Created: 2009-05-14 09:52:07
LastUpdatedBy: 1
LastUpdated: 2009-05-14 09:52:07
1 row in set (0.00 sec)


GROUP members:
bert
ernie


Scrip:

Condition: On Correspond
Action: Notify Owners, Requestors, Ccs & Other Recipients
Template: Notify-GROUP
Stage: TransactionCreate


Notify-GROUP template:

Bcc: {
my $GroupName = ‘GROUP’;

instantiate a group object

my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;

my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;

my $res = ‘’;

walk through members of group

while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( “$email” ne “$CorresponderEmailAddress” ) && ( “$email” ne
"$RequestorEmailAddress" )) {
$res .= ', ’ if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes

{$Transaction->Content()}


Ticket info:

Owner: grover
Requestors: bert
Cc: oscar


Hit Reply on the web interface and grover is not listed “This message
will be sent to…”

I see only:

To: bert
Cc: oscar
Bcc: ernie

Am I missing anything or is RT not recognizing my ScripConditions?

If I flip the Action to Notify Owner and hit reply, I see grover
(owner) for the To field and ernie (GROUP member) for the Bcc field
which works as expected.

I have the following in my ScripConditions.

mysql> select * from ScripActions where id = 20\G;
*************************** 1. row ***************************
id: 20
Name: Notify Owners, Requestors, Ccs & Other Recipients
Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
explicitly listed Ccs and Bccs
ExecModule: Notify
Argument: Owner,Requestor,Cc,OtherRecipients
Creator: 1
Created: 2009-05-14 09:52:07
LastUpdatedBy: 1
LastUpdated: 2009-05-14 09:52:07
1 row in set (0.00 sec)


GROUP members:
bert
ernie


Scrip:

Condition: On Correspond
Action: Notify Owners, Requestors, Ccs & Other Recipients
Template: Notify-GROUP
Stage: TransactionCreate


Notify-GROUP template:

Bcc: {
my $GroupName = ‘GROUP’;

instantiate a group object

my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;

my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;

my $res = ‘’;

walk through members of group

while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( “$email” ne “$CorresponderEmailAddress” ) && ( “$email” ne
"$RequestorEmailAddress" )) {
$res .= ', ’ if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes

{$Transaction->Content()}


Ticket info:

Owner: grover
Requestors: bert
Cc: oscar


Hit Reply on the web interface and grover is not listed “This message
will be sent to…”

I see only:

To: bert
Cc: oscar
Bcc: ernie

Am I missing anything or is RT not recognizing my ScripConditions?

If I flip the Action to Notify Owner and hit reply, I see grover
(owner) for the To field and ernie (GROUP member) for the Bcc field
which works as expected.

Forgot to mention I am running version 3.8.7 on CentOS 4.8.

I have the following in my ScripConditions.

mysql> select * from ScripActions where id = 20\G;
*************************** 1. row ***************************
id: 20
Name: Notify Owners, Requestors, Ccs & Other Recipients
Description: Sends mail to the Ticket Owner, Requestor and Ccs, and
explicitly listed Ccs and Bccs
ExecModule: Notify
Argument: Owner,Requestor,Cc,OtherRecipients
Creator: 1
Created: 2009-05-14 09:52:07
LastUpdatedBy: 1
LastUpdated: 2009-05-14 09:52:07
1 row in set (0.00 sec)


GROUP members:
bert
ernie


Scrip:

Condition: On Correspond
Action: Notify Owners, Requestors, Ccs & Other Recipients
Template: Notify-GROUP
Stage: TransactionCreate


Notify-GROUP template:

Bcc: {
my $GroupName = ‘GROUP’;

instantiate a group object

my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;

my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;

my $res = ‘’;

walk through members of group

while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( “$email” ne “$CorresponderEmailAddress” ) && ( “$email” ne
"$RequestorEmailAddress" )) {
$res .= ', ’ if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes

{$Transaction->Content()}


Ticket info:

Owner: grover
Requestors: bert
Cc: oscar


Hit Reply on the web interface and grover is not listed “This message
will be sent to…”

I see only:

To: bert
Cc: oscar
Bcc: ernie

Am I missing anything or is RT not recognizing my ScripConditions?

If I flip the Action to Notify Owner and hit reply, I see grover
(owner) for the To field and ernie (GROUP member) for the Bcc field
which works as expected.

Forgot to mention I am running version 3.8.7 on CentOS 4.8.

i think i got it. the template was taking over Bcc so i modified it to
include the owner. it works for me so here it is for anyone searching
the list.

Bcc: {
my $GroupName = ‘GROUP’;

instantiate a group object

my $addGroupObj = RT::Group->new($RT::SystemUser);
$addGroupObj->LoadUserDefinedGroup($GroupName);
return undef unless $addGroupObj;
my $addGroupMembersObj = $addGroupObj->UserMembersObj;

my $CorresponderEmailAddress = $Transaction->CreatorObj->EmailAddress;
my $RequestorEmailAddress = $Ticket->RequestorAddresses;
my $OwnerEmailAddress = $Ticket->OwnerObj->EmailAddress;

my $res = “$OwnerEmailAddress”;

walk through members of group

while ( my $userObj = $addGroupMembersObj->Next) {
my $email = $userObj->EmailAddress;
next unless $email; # email can be empty
if (( “$email” ne “$CorresponderEmailAddress” ) && ( “$email” ne
"$RequestorEmailAddress" )) {
$res .= ', ’ if $res;
$res .= $email;
}
}
$res;
}
RT-Attach-Message: yes

{$Transaction->Content()}