I am trying to add watchers to queues so that if an email comes in to a
certain queue the watcher will be notified about it and copied in to each response etc… I have added a watcher to a queue and but the ticket
has no watcher by default for some reason ?
I have set the user to have watch and watchasadmincc rights
also i have set the user to watch the queue as admincc and watcher and it still doesn’t add it to the tickets,
any help would be great,
cheers
andy
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We were running 3.3.4 and upgraded to 3.3.6. After the
upgrade i noticed the top resolvers were not showing,
along with some other custom elements.
So i did a clean install to see if they would then
show once i put the files back in the elements
directory. Still nothing. Here is the path i am using
along with the permissions.
rt:/opt/rt3/local/html/Elements # ll
total 24
drwxr-xr-x 2 wwwrun www 4096 Apr 30 17:31 .
drwxr-xr-x 3 wwwrun www 4096 Apr 30 12:18 …
-rwxr-xr-x 1 wwwrun www 2039 Apr 21 2006
LanguishingTickets
-rwxr-xr-x 1 wwwrun www 2380 Apr 21 2006 MyRequests
-rwxr-xr-x 1 wwwrun www 2625 Apr 21 2006 MyTickets
-rwxr-xr-x 1 wwwrun www 1586 Apr 21 2006
TopResolvers
Below you will find what i believe to be the error,
along with a stack trace.
Any help would greatly be appreciated.
Thanks
-winn
[Wed Apr 30 22:43:26 2008] [debug]: SQL(0.00s): SELECT
ACL.id, ACL.ObjectType, ACL.ObjectId FROM ACL,
Principals, CachedGroupMembers WHERE (ACL.RightName =
‘SuperUser’
OR ACL.RightName = ‘SeeQueue’) AND Principals.id =
ACL.PrincipalId AND Principals.PrincipalType = ‘Group’
AND Principals.Disabled = 0 AND
CachedGroupMembers.GroupId
= ACL.PrincipalId AND CachedGroupMembers.GroupId =
Principals.id AND CachedGroupMembers.MemberId = 14032
AND CachedGroupMembers.Disabled = 0 AND
((ACL.ObjectType = ’
RT::System’ AND ACL.ObjectId = 1) OR (ACL.ObjectType =
‘RT::Queue’ AND ACL.ObjectId = 36)) LIMIT 1;
(/opt/rt3/share/html/autohandler:319)
Stack trace:
HTML::Mason::Commands::ANON() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm:135
HTML::Mason::Component::run() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:1246
(eval)() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:1245
HTML::Mason::Request::comp() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:459
(eval)() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:459
(eval)() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm:411
HTML::Mason::Request::exec() called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:168
HTML::Mason::Request::ApacheHandler::exec()
called at
/usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm:826
HTML::Mason::ApacheHandler::handle_request()
called at /opt/rt3/bin/webmux.pl:125
(eval)() called at /opt/rt3/bin/webmux.pl:125
RT::Mason::handler() called at -e:0
(eval)() called at -e:0
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Hi Andrew,
It can get confusing.
Queue watchers don’t appear on tickets because they are not associated with
the ticket, just the queue. If they were added to the ticket, then they
would stay with it when it moves to another queue (where they may not be
watchers). Watchers that are assigned to tickets stay with the ticket
regardless where it ends up.
When a transaction generates an e-mail to watchers, it should go to all
queue watchers for the queue that it’s in plus any watchers assigned to
that ticket. There are exceptions (generally the person who creates a
transaction doesn’t get notified of it, even if she’s a watcher, because
she should already know about it), but mostly that’s how it works.
You can’t tell who the queue watchers are by looking at a ticket.
Regards,
Gene
At 05:40 AM 5/1/2008, andrew fay wrote:
I am trying to add watchers to queues so that if an email comes in to a
certain queue the watcher will be notified about it and copied in to each
response etc… I have added a watcher to a queue and but the ticket
has no watcher by default for some reason ?
I have set the user to have watch and watchasadmincc rights
also i have set the user to watch the queue as admincc and watcher and it
still doesn’t add it to the tickets,
any help would be great,
cheers
andy
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Gene LeDuc, GSEC
Security Analyst
San Diego State University
Andrew,
Gene is right, it CAN get confusing, especially when you are just
starting. For example, the “Watch” and “WatchAsAdminCc” rights have
NOTHING to do with getting email notifications. They allow a person to
ADD that kind of watcher to a ticket as a seperate privilege from
“ModfiyTicket”. Let’s say you are a “requestor” and the only rights the
Administrator wants “Requestors” to have (globally) is “CreateTicket”,
“SeeQueue”, “ShowTicket”, ReplyToTicket". Although the first 3 have to
do with creating and “Seeing” your OWN ticket, the last one allows you
to respond to a notification from RT and have your response added to the
ticket history. You cannot modify the ticket in any other way. The
“Watch” rights have to do with allowing that person (in this case a
“Requestor”) to “ADD” a watcher to their own ticket so that IF (that’s a
big if) there is a scrip for notifying OTHERS with correspondence, then
the person they add will ALSO get a copy of any email correspondence.
Let’s say you wanted a team member to get a copy, or your boss, when
normally they are not a watcher for tickets in a particular queue. This
right let’s the “Requestor” (or whomever has this right) to add someone
to the list of email recipients PROVIDING there is a scrip that will be
triggered to notify them.
Your situation sounds like you need to go to the queue basics page and
add a watcher there AND be sure you have a notification scrip in play
(globally or for that queue) that will “Notify AdminCc” or “Notify Cc’s”
On Correspondence. That may be a lot of email, but, “you da boss”. Hope
this helps.
Kenn
LBNLOn 5/1/2008 5:40 AM, andrew fay wrote:
I am trying to add watchers to queues so that if an email comes in to a
certain queue the watcher will be notified about it and copied in to each response etc… I have added a watcher to a queue and but the ticket
has no watcher by default for some reason ?
I have set the user to have watch and watchasadmincc rights
also i have set the user to watch the queue as admincc and watcher and it still doesn’t add it to the tickets,
any help would be great,
cheers
andy
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The rt-users Archives
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