Ticket rejection email

RT Users:

I’m running RT 3.4.1 on Fedora Core 3 with MySQl.

When an approver rejects a ticket, the initial requester never gets an email
stating their ticket was rejected.

How do I remedy this situation?

Thanks,

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET

For that matter, when a ticket gets approved; the origionating user nevers gets
an email stating the ticket was approved, either.

Ennis McCaffrey

X-Original-To: rt-users@lists.bestpractical.com
Delivered-To: rt-users@diesel.bestpractical.com
Date: Tue, 5 Apr 2005 17:33:47 -0500 (CDT)
From: Ennis William McCaffrey ennis@mail.twcgb.net
To: rt-users@lists.bestpractical.com
MIME-Version: 1.0
Content-MD5: KAYMa7+0mW8RFRgkOiDpXA==
Subject: [rt-users] ticket rejection email
X-BeenThere: rt-users@lists.bestpractical.com
X-Mailman-Version: 2.1.5
List-Id: “For users of RT: Request Tracker” <rt-users.lists.bestpractical.com>
List-Unsubscribe:
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users,
mailto:rt-users-request@lists.bestpractical.com?subject=unsubscribe
List-Archive: http://lists.bestpractical.com/pipermail/rt-users
List-Post: mailto:rt-users@lists.bestpractical.com
List-Help: mailto:rt-users-request@lists.bestpractical.com?subject=help
List-Subscribe:
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users,
mailto:rt-users-request@lists.bestpractical.com?subject=subscribe

RT Users:

I’m running RT 3.4.1 on Fedora Core 3 with MySQl.

When an approver rejects a ticket, the initial requester never gets an email
stating their ticket was rejected.

How do I remedy this situation?

Thanks,

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET


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

RT Administrator and Developer training is coming to your town soon! (Boston,
San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

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

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET

Ennis William McCaffrey said:

For that matter, when a ticket gets approved; the origionating user nevers
gets
an email stating the ticket was approved, either.

Ennis McCaffrey

RT Users:

I’m running RT 3.4.1 on Fedora Core 3 with MySQl.

When an approver rejects a ticket, the initial requester never gets an
email
stating their ticket was rejected.

How do I remedy this situation?

Thanks,

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET

You will need to create scrips using user defined conditions. I don’t have
any for this, but it should go something like this (fill in the correct
values):

if ($self->TransactionObj->Type eq “Approval_Field_Name” &&
$self->TransactionObj->NewValue eq “New_Approved_Status”)
{
return(1);
} else {
return(undef);
}

I have not used approvals and am not a scrip expert, but from what I
understand something like that should work. If you get some working you
should post them to
http://wiki.bestpractical.com/index.cgi?ApprovalCreation so that others
can benifit.

You might also try the mailing list archives -->
http://gossamer-threads.com/lists/rt/ .

Sam
(In Neenah)

Thanks for the info, Sam.

I’ve re-worked approvals according to the following URL from the Wiki:

http://wiki.bestpractical.com/index.cgi?ApprovalCreation

My approvals are now working great!

I would recommend using this URL for creating approvals, it works great!

Many thanks to the author.

Uhmm, RT is a great ticketing system for my department, and it’s both free as in
speech and almost free as in beer!

I was wondering, as a way to give something back to the RT community; if anyone
would be interested in my writing up my experiences implementing approvals in
RT?

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

(920) 831-9220 Office
(920) 378-0416 Cell

Ennis@Mail.TWCGB.NET