Unable to get AdminCC's to show or get scrips to execute

RT 3.6.5
Under the specific queue as admin I have set 2 users as Administrative CC however when creating a new ticket in this queue they do not show in AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2 simple scrips but they never seem to trigger. I only have one “Stage” available in Scrips which is TransactionCreate.
I feel I must be missing some general concept in how these are supposed to work, but cannot find my error in Docs or FAQ.
Specifics of Scrips follow. Any help greatly appreciated.

1st is to send an email to AdminCC’s on queue change

Condition: User Defined
Custom Condition: On Queue Change
Action: Notify AdminCcs
Template: Global Template: Status Change
Stage: TransactionCreate

2nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change
Action: Notify Owner
Template: Global Template: Transaction
Stage: TransactionCreate

Martin,

Are you aware that the person that initiates the transaction (whether it
be Queue change, create, whatever) does NOT get a notification. If I am
the AdminCc and I create a ticket or change the Queue or whatever, I
will NOT get an EMail. Reason, RT sees it as a redundant exercise. The
Email is in history and you already know what you did. IF, however, you
still want to get one, then change your configuration to turn on “Notify
Actor”. Hope this helps.

Kenn
LBNLOn 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative
CC however when creating a new ticket in this queue they do not show
in AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2
simple scrips but they never seem to trigger. I only have one "Stage"
available in Scrips which is TransactionCreate.

I feel I must be missing some general concept in how these are
supposed to work, but cannot find my error in Docs or FAQ.

Specifics of Scrips follow. Any help greatly appreciated.

1^st is to send an email to AdminCC’s on queue change

Condition: User Defined

            Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

2^nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate



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Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNLOn 8/11/2009 8:18 AM, Martin Dorschler wrote:

Thanks for your response. I just tried enabling that however it does
not seem to have made a difference. Also in history it does not show
that the Scrip is occurring, that is it shows the following

Tue Aug 11 08:36:34 2009 martin - Ticket

created [Reply] [Comment]

Subject: 12345

Download (untitled) [text/plain 5b]

abcde

Tue Aug 11 08:36:35 2009 RT_System -

Outgoing email recorded [Show]

Tue Aug 11 10:18:26 2009 martin - Queue

changed from City to Tuscom

Tue Aug 11 10:18:26 2009 martin - Given to

martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether
it be Queue change, create, whatever) does NOT get a notification. If
I am the AdminCc and I create a ticket or change the Queue or
whatever, I will NOT get an EMail. Reason, RT sees it as a redundant
exercise. The Email is in history and you already know what you did.
IF, however, you still want to get one, then change your configuration
to turn on “Notify Actor”. Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative
CC however when creating a new ticket in this queue they do not show
in AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2
simple scrips but they never seem to trigger. I only have one "Stage"
available in Scrips which is TransactionCreate.

I feel I must be missing some general concept in how these are
supposed to work, but cannot find my error in Docs or FAQ.

Specifics of Scrips follow. Any help greatly appreciated.

1^st is to send an email to AdminCC’s on queue change

Condition: User Defined

            Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

2^nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate



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Buy a copy at http://rtbook.bestpractical.com

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now IS sending an email for owner change (In fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCCFrom: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

I got rid of the dupes by taking the Scrip off of the queue and just having it global.
I thought maybe the On Queue Change would work if I added an AdminCC to the ticket but still no go.
Is there something I have to set in the config for “On Queue Change” to work as a custom condition?From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: ‘Ken Crocker’; rt Users
Subject: RE: [rt-users] Unable to get AdminCC’s to show or get scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to
Set($NotifyActor, 1);
And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now IS sending an email for owner change (In fact it is sending it Twice! And logging it twice in history)
Progress, yes!

Still no email on queue change however
And still not populating the AdminCC

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

Martin,

Is it sending out a notification at all? If so, is it sending to the
"TO" Queue" or to the “FROM” Queue? I’m thinking it sends to the "TO"
Queue. We have a Global Scrip that does this and it sends a notice to
the AdminCc of the “TO” Queue (as long as the actor is not the trans
initiator).

Kenn
LBNLOn 8/11/2009 11:12 AM, Martin Dorschler wrote:

I got rid of the dupes by taking the Scrip off of the queue and just
having it global.

I thought maybe the On Queue Change would work if I added an AdminCC
to the ticket but still no go.

Is there something I have to set in the config for "On Queue Change"
to work as a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: ‘Ken Crocker’; rt Users
Subject: RE: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to

Set($NotifyActor, 1);

And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now /IS/ sending an email for owner
change (In fact it is sending it Twice! And logging it twice in history)

Progress, yes!

Still no email on queue change however

And still not populating the AdminCC

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:

Thanks for your response. I just tried enabling that however it does
not seem to have made a difference. Also in history it does not show
that the Scrip is occurring, that is it shows the following

Tue Aug 11 08:36:34 2009 martin - Ticket

created [Reply] [Comment]

Subject: 12345

Download (untitled) [text/plain 5b]

abcde

Tue Aug 11 08:36:35 2009 RT_System -

Outgoing email recorded [Show]

Tue Aug 11 10:18:26 2009 martin - Queue

changed from City to Tuscom

Tue Aug 11 10:18:26 2009 martin - Given to

martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
mailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether
it be Queue change, create, whatever) does NOT get a notification. If
I am the AdminCc and I create a ticket or change the Queue or
whatever, I will NOT get an EMail. Reason, RT sees it as a redundant
exercise. The Email is in history and you already know what you did.
IF, however, you still want to get one, then change your configuration
to turn on “Notify Actor”. Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative
CC however when creating a new ticket in this queue they do not show
in AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2
simple scrips but they never seem to trigger. I only have one "Stage"
available in Scrips which is TransactionCreate.

I feel I must be missing some general concept in how these are
supposed to work, but cannot find my error in Docs or FAQ.

Specifics of Scrips follow. Any help greatly appreciated.

1^st is to send an email to AdminCC’s on queue change

Condition: User Defined

            Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

2^nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate



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

It does not log sending a notification at all.From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get scrips to execute

Martin,

Is it sending out a notification at all? If so, is it sending to the “TO” Queue" or to the “FROM” Queue? I’m thinking it sends to the “TO” Queue. We have a Global Scrip that does this and it sends a notice to the AdminCc of the “TO” Queue (as long as the actor is not the trans initiator).

Kenn
LBNL

Martin,

You got me. The only time I have ever had a notification not go out was
when the conditions weren’t right. If other notification scrips are
working, then other than “desk-checking” your conditions and making sure
they match, I don’t have anything else to offer. Sorry.

Kenn
LBNLOn 8/11/2009 11:25 AM, Martin Dorschler wrote:

It does not log sending a notification at all.

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 1:23 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

Martin,

Is it sending out a notification at all? If so, is it sending to the
"TO" Queue" or to the “FROM” Queue? I’m thinking it sends to the "TO"
Queue. We have a Global Scrip that does this and it sends a notice to
the AdminCc of the “TO” Queue (as long as the actor is not the trans
initiator).

Kenn
LBNL

On 8/11/2009 11:12 AM, Martin Dorschler wrote:

I got rid of the dupes by taking the Scrip off of the queue and just
having it global.

I thought maybe the On Queue Change would work if I added an AdminCC
to the ticket but still no go.

Is there something I have to set in the config for "On Queue Change"
to work as a custom condition?

From: Martin Dorschler
Sent: Tuesday, August 11, 2009 11:56 AM
To: ‘Ken Crocker’; rt Users
Subject: RE: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

I set my etc/request-tracker3.6/RT_SiteConfig.pm to

Set($NotifyActor, 1);

And copied it to /usr/share/request-tracker3.6/lib/RT/SiteConfig.pm

I just restarted apache and it now /IS/ sending an email for owner
change (In fact it is sending it Twice! And logging it twice in history)

Progress, yes!

Still no email on queue change however

And still not populating the AdminCC

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 11:19 AM
To: Martin Dorschler; rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

Martin,

You set your RT_SiteConfig.pm to turn on "NotifyActor?

Kenn
LBNL

On 8/11/2009 8:18 AM, Martin Dorschler wrote:

Thanks for your response. I just tried enabling that however it does
not seem to have made a difference. Also in history it does not show
that the Scrip is occurring, that is it shows the following

Tue Aug 11 08:36:34 2009 martin - Ticket

created [Reply] [Comment]

Subject: 12345

Download (untitled) [text/plain 5b]

abcde

Tue Aug 11 08:36:35 2009 RT_System -

Outgoing email recorded [Show]

Tue Aug 11 10:18:26 2009 martin - Queue

changed from City to Tuscom

Tue Aug 11 10:18:26 2009 martin - Given to

martin

But no emails are sent either for changing queue or for changing owner

From: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 10:08 AM
To: Martin Dorschler
Cc: rt-users@lists.bestpractical.com
mailto:rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get
scrips to execute

Martin,

Are you aware that the person that initiates the transaction (whether
it be Queue change, create, whatever) does NOT get a notification. If
I am the AdminCc and I create a ticket or change the Queue or
whatever, I will NOT get an EMail. Reason, RT sees it as a redundant
exercise. The Email is in history and you already know what you did.
IF, however, you still want to get one, then change your configuration
to turn on “Notify Actor”. Hope this helps.

Kenn
LBNL

On 8/11/2009 7:29 AM, Martin Dorschler wrote:

RT 3.6.5

Under the specific queue as admin I have set 2 users as Administrative
CC however when creating a new ticket in this queue they do not show
in AdminCC section.

Also in both global Scrips and per Queue scrips I have tried to set 2
simple scrips but they never seem to trigger. I only have one "Stage"
available in Scrips which is TransactionCreate.

I feel I must be missing some general concept in how these are
supposed to work, but cannot find my error in Docs or FAQ.

Specifics of Scrips follow. Any help greatly appreciated.

1^st is to send an email to AdminCC’s on queue change

Condition: User Defined

            Custom Condition: On Queue Change

Action: Notify AdminCcs

Template: Global Template: Status Change

Stage: TransactionCreate

2^nd is to notify an owner if a ticket is assigned to him

Condition: On Owner Change

Action: Notify Owner

Template: Global Template: Transaction

Stage: TransactionCreate



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


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Buy a copy at http://rtbook.bestpractical.com

You got me going with the Owner notification which I greatly appreciate. I will keep digging at the On Queue Change.

Thanks for your helpFrom: Ken Crocker [mailto:kfcrocker@lbl.gov]
Sent: Tuesday, August 11, 2009 1:59 PM
To: Martin Dorschler
Cc: rt Users
Subject: Re: [rt-users] Unable to get AdminCC’s to show or get scrips to execute

Martin,

You got me. The only time I have ever had a notification not go out was when the conditions weren’t right. If other notification scrips are working, then other than “desk-checking” your conditions and making sure they match, I don’t have anything else to offer. Sorry.

Kenn
LBNL

Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword “Change” not allowed while “strict subs” in use at (eval 1380) line 1. (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get
Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can’t locate object method “On” via package “Queue” (perhaps you forgot to load “Queue”?) at (eval 631) line 1. Stack: <…SNIP>

It looks as though it is trying to interpret it as raw perl. Am I supposed to be including an addon somewhere for On Queue Change?
Is On Queue Change the only thing I need to put in Custom Condition: ?

Martin,

I suspect that RT is not allowing you to change the Queue for the
ticket. That would also explain why you didn’t get an email, it never
completed the transaction. Check your rights. In order to move a ticket
to a Queue, you have to have the “CreateTicket” right in that new Queue.

Kenn
LBNLOn 8/11/2009 3:00 PM, Martin Dorschler wrote:

Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed:
Bareword “Change” not allowed while “strict subs” in use at (eval
1380) line 1.
(/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get

Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can’t
locate object method “On” via package “Queue” (perhaps you forgot to
load “Queue”?) at (eval 631) line 1. Stack: <…SNIP>

It looks as though it is trying to interpret it as raw perl. Am I
supposed to be including an addon somewhere for On Queue Change?

Is On Queue Change the only thing I need to put in Custom Condition: ?



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But the queue does change :slight_smile: and it looks like from the syslog that it tries to trigger the action but then encounters that errorOn Aug 11, 2009, at 6:22 PM, “Ken Crocker” <kfcrocker@lbl.govmailto:kfcrocker@lbl.gov> wrote:

Martin,

I suspect that RT is not allowing you to change the Queue for the ticket. That would also explain why you didn’t get an email, it never completed the transaction. Check your rights. In order to move a ticket to a Queue, you have to have the “CreateTicket” right in that new Queue.

Kenn
LBNL

On 8/11/2009 3:00 PM, Martin Dorschler wrote:
Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword “Change” not allowed while “strict subs” in use at (eval 1380) line 1. (/usr/share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

If I comment out Use Strict in UserDefined.pm I then get
Aug 11 16:59:06 requesttracker RT: Scrip 15 IsApplicable failed: Can’t locate object method “On” via package “Queue” (perhaps you forgot to load “Queue”?) at (eval 631) line 1. Stack: <….SNIP>

It looks as though it is trying to interpret it as raw perl. Am I supposed to be including an addon somewhere for On Queue Change?
Is On Queue Change the only thing I need to put in Custom Condition: ?

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Upon digging further I find the following error in the syslog

Aug 11 16:51:30 requesttracker RT: Scrip 15 IsApplicable failed: Bareword
"Change" not allowed while “strict subs” in use at (eval 1380) line 1. (/usr/
share/request-tracker3.6/lib/RT/Condition/UserDefined.pm:69)

Do you really mean to be using a “User defined” condition or do you want
to pick “On Queue Change” from the Condition dropdown?

If I comment out Use Strict in UserDefined.pm I then get

That is the wrong solution. Turning off the code that detects errors
when you hit an error is only likely to hide the symptom, not fix the
problem.

Do you really mean to be using a “User defined” condition or do you want to pick “On Queue Change” from the Condition dropdown?

You nailed it, and I can’t believe I missed that option in the built in Conditions.

That is the wrong solution. Turning off the code that detects errors when you hit an error is only likely to hide the symptom, not fix the problem.

I realized that, and was only disabling it temporarily to see if the resulting error (or lack of) gave me any extra clues. I of course uncommented the line afterwards.

Thanks so much for your assistance!