Who is a requestor?

Hello rt-users,

At the risk of being called stupid, let me ask a question:

Why is someone who submits/creates a ticket via e-mail treated differently than
one who logs in via web UI in the context of a “requestor”?

The situation I am looking at is this scrip:

OnCreate AutoreplyToRequestors with template Autoreply

I am trying to look for a way in which when a user creates a ticket via the web UI,
s/he should either

  1. Be made to “Own” the ticket automatically, or

  2. Be sent a Notify that s/he has a ticket (stupid, because they know it already)

Really stupid sounding but my web UI users seem to want this :wink:

    cheers
   - wash 

Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) |
http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., |
GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI |
“Oh My God! They killed init! You Bastards!”
–from a /. post

a message of 41 lines which said:

I am trying to look for a way in which when a user creates a ticket via the web UI,
s/he should either

  1. Be made to “Own” the ticket automatically, or

  2. Be sent a Notify that s/he has a ticket (stupid, because they know it already)

Really stupid sounding but my web UI users seem to want this :wink:

I believe that the FAQ does not let you much hope:

Stephane Bortzmeyer wrote:

I believe that the FAQ does not let you much hope:

Are you taking into account that RT should never mail the person
performing the action?

But Wash said he was getting different behaviour between users mailing
in new tickets and users creating them with the web UI. The above
doesn’t explain that, since it indicates that people’s actions never
mail themselves.

But that would mean that Autoreply would never work. The above faq
quote only applies to Notify actions; there’s a bunch of grep() calls in
RT::Action::Notify::SetRecipients() which remove the current user. For
Autoreply actions all the recipients should be included all the time.

[Caveat: The above was written from my understanding of the code (and
because earlier today I had the urge to write something along the lines
of what Stephane did until I realized I was wrong), but I’ve never
actually used Autoreply for anything.]

Smylers
GBdirect

Stephane Bortzmeyer wrote:

I believe that the FAQ does not let you much hope:

Are you taking into account that RT should never mail the person
performing the action?

But Wash said he was getting different behaviour between users mailing
in new tickets and users creating them with the web UI. The above
doesn’t explain that, since it indicates that people’s actions never
mail themselves.

The interesting thing is that these web UI users are saying that they used
to get a mail in their mailbox when they created a ticket. I am not sure
if I changed this by upgrading to 2.0.14 recently. I did make some changes,
like abolishing all Global Scrips and assigning scrips on a per queue basis.
One queue (the one they are using mostly) has all the scrips that I had used
globally previously:

  1. OnCreate AutoreplyToRequestors with template Autoreply
  2. OnCreate NotifyAllWatchers with template Notify
  3. OnCreate NotifyAdminCcs with template Transaction
  4. OnCorrespond Notify-CORRESP/ATTACH-Requestor,Cc with template Correspondence
  5. OnCorrespond NotifyOtherRecipients with template Correspondence
  6. OnOwnerChange NotifyOwner with template Transaction
  7. OnResolve NotifyRequestors with template Resolved
  8. OnComment NotifyOtherRecipientsAsComment with template Correspondence

Thanks guys for helping me agonize over this :wink:

    cheers
   - wash 

Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) |
http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., |
GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI |
“Oh My God! They killed init! You Bastards!”
–from a /. post

``That Ariel Sharon. Boy, he sure is controversial.
Most Western countries would have to have a military coup
before they enjoyed a leader of that caliber.’’ (Sydney Webb)

Stephane Bortzmeyer wrote:

I believe that the FAQ does not let you much hope:

Are you taking into account that RT should never mail the person
performing the action?
But Wash said he was getting different behaviour between users mailing
in new tickets and users creating them with the web UI. The above
doesn’t explain that, since it indicates that people’s actions never
mail themselves.

The interesting thing is that these web UI users are saying that they used
to get a mail in their mailbox when they created a ticket. I am not sure
if I changed this by upgrading to 2.0.14 recently. I did make some changes,

Certainly when someone creates a ticket via the WebUI, they’ll get an
autoreply (if they have an email address associated with their User), but
they won’t get a copy of the messages that is sent to the AdminCcs
(assuming that they are an AdminCc for that queue).

I’d check to see if your Users have Email addresses.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B             Operations/Security

Hello rt-users,

At the risk of being called stupid, let me ask a question:

Why is someone who submits/creates a ticket via e-mail treated differently than
one who logs in via web UI in the context of a “requestor”?

The situation I am looking at is this scrip:

OnCreate AutoreplyToRequestors with template Autoreply

I am trying to look for a way in which when a user creates a ticket via the web UI,
s/he should either

  1. Be made to “Own” the ticket automatically, or

  2. Be sent a Notify that s/he has a ticket (stupid, because they know it already)

I have a clue now, only need enlightenment as to what I could have broken during the
change from 2.0.13 to 2.0.14 … http://ns2.wananchi.com/~wash/RT2/

I still cannot pin this down.

    cheers
   - wash 

Odhiambo Washington, wash@wananchi.com . WANANCHI ONLINE LTD (Nairobi, KE) |
http://ns2.wananchi.com/~wash/ . 1ere Etage, Loita Hse, Loita St., |
GSM: (254) 722 743 223 . # 10286, 00100 NAIROBI |
“Oh My God! They killed init! You Bastards!”
–from a /. post

``That Ariel Sharon. Boy, he sure is controversial.
Most Western countries would have to have a military coup
before they enjoyed a leader of that caliber.’’ (Sydney Webb)