Scrips (queue change notify)


#1

I’m trying to create a notification email on the receiving queue when
a ticket is moved. I have two queues (test1 and test2), and I’ve
added a scrip to both:

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email. I thought that would be enough.

Any help would be appreciated.

-Kristian


#2

Kristian

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email. I thought that would be enough.

Are you also changing the queue? By default, RT won’t tell you what you
have done. The wiki’s down at the moment, but look for NotifyActor in
RT_Config.pm

Cheers
Toby

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#3

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email. I thought that would be enough.

Are you also changing the queue? By default, RT won’t tell you what you
have done. The wiki’s down at the moment, but look for NotifyActor in
RT_Config.pm

Cheers I shall have a look. I’m only changing the queue on a
pre-existing ticket.

-Kristian


#4

Hi Kristian,

In addition to what Toby mentioned about NotifyActor, you only need to put
the scrip in the receiving queue. If a ticket moves from OldQueue to
NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not.

Regards,
Gene

At 01:04 AM 6/2/2008, Kristian Davies wrote:

I’m trying to create a notification email on the receiving queue when
a ticket is moved. I have two queues (test1 and test2), and I’ve
added a scrip to both:

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email. I thought that would be enough.

Any help would be appreciated.

-Kristian


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Gene LeDuc, GSEC
Security Analyst
San Diego State University


#5

Acually, Toby said the same thing (more succinctly), I just realized. But I
didn’t parse it right on first reading so maybe you didn’t either.

The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at www.mcfina.com/emailpolicy-----Original Message-----
From: Sam A. Hicks [mailto:shicks@mcfina.com]
Sent: Monday, June 02, 2008 12:13 PM
To: ‘Kristian Davies’; 'rt-users@lists.bestpractical.com’
Subject: RE: [rt-users] Scrips (queue change notify)

I have an identical set-up in mine except it’s just the AdminCC getting
notified. And it works.

One thing I’ve noticed is that, sometimes, when the RT User making a change
is THE SAME USER as the one at the receiving end of some expected
notification, RT “knows” that there is no need to notify the user that just
made the change.

I can’t remember if I saw that specifically for the above scrip…
I don’t know where you’d override this…

But maybe just make sure you log in as a totally different user (than the
requestor/AdminCC one expecting the email notify) and change the queue then.
If you don’t have ‘root’ login to RT, maybe create a dummy user to test?

The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at www.mcfina.com/emailpolicy

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kristian
Davies
Sent: Monday, June 02, 2008 4:05 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrips (queue change notify)

I’m trying to create a notification email on the receiving queue when
a ticket is moved. I have two queues (test1 and test2), and I’ve
added a scrip to both:

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email. I thought that would be enough.

Any help would be appreciated.

-Kristian
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
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#6

I have an identical set-up in mine except it’s just the AdminCC getting
notified. And it works.

One thing I’ve noticed is that, sometimes, when the RT User making a change
is THE SAME USER as the one at the receiving end of some expected
notification, RT “knows” that there is no need to notify the user that just
made the change.

I can’t remember if I saw that specifically for the above scrip…
I don’t know where you’d override this…

But maybe just make sure you log in as a totally different user (than the
requestor/AdminCC one expecting the email notify) and change the queue then.
If you don’t have ‘root’ login to RT, maybe create a dummy user to test?

The information contained in this email is strictly confidential and subject
to the Confidentiality Notice at www.mcfina.com/emailpolicy-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kristian
Davies
Sent: Monday, June 02, 2008 4:05 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Scrips (queue change notify)

I’m trying to create a notification email on the receiving queue when
a ticket is moved. I have two queues (test1 and test2), and I’ve
added a scrip to both:

Description: Queue Notify
Condition: On queue change
Action: Notify requesors, CC and AdminCC
Template: Global template: Transaction
Stage: TransactionCreate.

I am the requestor and adminCC.

Still does not send the email. I thought that would be enough.

Any help would be appreciated.

-Kristian
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com


#7

Hi Kristian,

In addition to what Toby mentioned about NotifyActor, you only need to put
the scrip in the receiving queue. If a ticket moves from OldQueue to
NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not.

Spotted. All sorted now.

Thanks very much all!

-Kristian


#8

Kristian,

If you want the RT user initiating a transaction to be notified, you 

have to change the “Set($NotifyActor, 0);” configuration to “1” in your
RT_SiteConfig.pm file. This will turn on the ability to notify the
current user when initiating a transaction. I believe this was in an
earlier email on Saturday from Sharlon Carty.

Kenn
LBNLOn 6/2/2008 11:11 AM, Kristian Davies wrote:

On Mon, Jun 2, 2008 at 5:11 PM, Gene LeDuc gleduc@mail.sdsu.edu wrote:

Hi Kristian,

In addition to what Toby mentioned about NotifyActor, you only need to put
the scrip in the receiving queue. If a ticket moves from OldQueue to
NewQueue, the scrip in NewQueue will fire but the one in OldQueue will not.

Spotted. All sorted now.

Thanks very much all!

-Kristian


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com