Upgrade issue from 3.6.1 to 3.8.8

Hi,

I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package).

It’s a brand new server, I moved the DB, ran the upgrade scripts, etc… Everything is almost perfect but :

I have a scrip that sends an email when a tickect is resolved.

The problem, is that this scrip is also triggered when a ticket is closed : it sends the email “ticket is closed” AND the email “ticket is rejected”.

Where should I start investigating the issue ?

Thanks for your help
Nicolas

I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package).

It’s a brand new server, I moved the DB, ran the upgrade scripts, etc… Everything is almost perfect but :

I have a scrip that sends an email when a tickect is resolved.

The problem, is that this scrip is also triggered when a ticket is closed : it sends the email “ticket is closed” AND the email “ticket is rejected”.

Where should I start investigating the issue ?

Start at Configuration -> Global -> Scrips

OK, that’s what I did…

Is there a way to export my scrip, to show you all of them, maybe someone can point to the mistake ?

I’m going through all of them right now, and everything (that I understand) seems logical.

Some scrips did not have any description, I think somewhere during the upgrade they were automagically created, using the Condition, action and template, but they seem to be concictent with was existed before.

help someone ?On Wed, 16 Feb 2011 09:36:06 -0500 Kevin Falcone wrote:

On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote:

I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian
squeeze package).

It’s a brand new server, I moved the DB, ran the upgrade scripts,
etc… Everything is almost perfect but :

I have a scrip that sends an email when a tickect is resolved.

The problem, is that this scrip is also triggered when a ticket is
closed : it sends the email “ticket is closed” AND the email
"ticket is rejected".

Where should I start investigating the issue ?

Start at Configuration -> Global -> Scrips

OK, I dug a bit further : I have some other scrip that don’t work :
When the owner of the ticket is changed (either taken or stolen), no email is sent, while we have the 2 followinf scrips :

Description : Pec
Stage : TransactionCreate
Condition : On Owner Change
Action : Notify Owner, Requestors, Ccs and AdminCcs
Template : PEC

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

and I have the following in rt.log :

[Wed Feb 16 15:29:33 2011] [error]: error: couldn’t parse head; error near:
Bonjour, (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:356)

Which is the beginning ot the PEC template :
Bonjour,

Nous vous informons que le traitement de ce ticket a été pris en charge par {$Ticket->OwnerObj->RealName}.

Merci.

If necesssary, I can give you more info on my stup, but it seems to be a strange behaviour…On Wed, 16 Feb 2011 15:46:05 +0100 Nicolas GUIOT wrote:

OK, that’s what I did…

Is there a way to export my scrip, to show you all of them, maybe
someone can point to the mistake ?

I’m going through all of them right now, and everything (that I
understand) seems logical.

Some scrips did not have any description, I think somewhere during
the upgrade they were automagically created, using the Condition,
action and template, but they seem to be concictent with was existed
before.

help someone ?

On Wed, 16 Feb 2011 09:36:06 -0500 Kevin Falcone wrote:

On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote:

I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian
squeeze package).

It’s a brand new server, I moved the DB, ran the upgrade scripts,
etc… Everything is almost perfect but :

I have a scrip that sends an email when a tickect is resolved.

The problem, is that this scrip is also triggered when a ticket is
closed : it sends the email “ticket is closed” AND the email
"ticket is rejected".

Where should I start investigating the issue ?

Start at Configuration -> Global -> Scrips

and I have the following in rt.log :

[Wed Feb 16 15:29:33 2011] [error]: error: couldn’t parse head; error near:
Bonjour, (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:356)

Which is the beginning ot the PEC template :
Subject: PEC: {$Ticket->Subject}
Bonjour,

Nous vous informons que le traitement de ce ticket a été pris en charge par {$Ticket->OwnerObj->RealName}.

Merci.

The template headers need to be separated from the body by a blank line.
So put a blank line between the Subject: line and Bonjour.

Thomas