Steal ticket -> not sending email

Hi all,

I am using RT 4.0.3 on CentOS 5.6
When we try to steal a ticket, we don’t get a notification.

From the logs:
[Sun Nov 20 16:34:56 2011] [info]: rt-4.0.3-4667-1321806896-823.22-2-0@xxx.com #22/793 - Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)
[Sun Nov 20 16:34:56 2011] [info]: rt-4.0.3-4667-1321806896-823.22-2-0@xxx.com No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:352)

Why is that?
Where can I configure that it will send emails to both old owner and requestor?

Regards,

Ronen

p.s.

When trying to add http://requesttracker.wikia.com/wiki/OnStealEnhanced

I get:

[Sun Nov 20 17:11:30 2011] [info]: rt-4.0.3-4662-1321809090-1170.22-12-0@xxx.com #22/799 - Scrip 12 On Stolen Ticket notify old owner (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)
[Sun Nov 20 17:11:30 2011] [info]: rt-4.0.3-4662-1321809090-1170.22-12-0@xxx.com No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:352)
[Sun Nov 20 17:11:30 2011] [warning]: Argument “That is already the current value” isn’t numeric in numeric lt (<) at /usr/lib/perl5/5.8.8/Locale/Maketext.pm line 79. (/usr/lib/perl5/5.8.8/Locale/Maketext.pm:79)
[Sun Nov 20 17:11:30 2011] [warning]: Argument “That is already the current value” isn’t numeric in numeric eq (==) at /usr/lib/perl5/5.8.8/Locale/Maketext.pm line 64. (/usr/lib/perl5/5.8.8/Locale/Maketext.pm:64)

Ronen Amity
Configuration and Build manager
Dell | IDC
office + 972 9 769 8865, fax + 972 9 769 8889
Ronen_Amity@Dell.commailto:Ronen_Amity@Dell.com
Dell IDC. 89 Medinat Hayehudim St., Tower E, Herzeliya, 46141, IsraelFrom: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Amity, Ronen
Sent: Sunday, November 20, 2011 18:43
To: rt-users@lists.bestpractical.com
Subject: [rt-users] steal ticket → not sending email

Hi all,

I am using RT 4.0.3 on CentOS 5.6
When we try to steal a ticket, we don’t get a notification.

From the logs:
[Sun Nov 20 16:34:56 2011] [info]: <rt-4.0.3-4667-1321806896-823.22-2-0@xxx.commailto:rt-4.0.3-4667-1321806896-823.22-2-0@xxx.com> #22/793 - Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)
[Sun Nov 20 16:34:56 2011] [info]: <rt-4.0.3-4667-1321806896-823.22-2-0@xxx.commailto:rt-4.0.3-4667-1321806896-823.22-2-0@xxx.com> No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:352)

Why is that?
Where can I configure that it will send emails to both old owner and requestor?

Regards,

Ronen

Hi all,

I am using RT 4.0.3 on CentOS 5.6

When we try to steal a ticket, we don’t get a notification.

Stealing a ticket means that you’re now the owner. I assume you have
$NotifyActor set to the default of 0 in your config. Since you stole
the ticket, RT won’t email you to tell you about the change.

It sounds like you want to notify the previous owner, which means you
may want

and another scrip to notify Requestors on Owner Change.

-kevin