Thanks Roy for your help on this again. I did as you instructed, I am not getting anything in the log. I am attaching a screenshot of my scrip, just so its clear what it is I'm doing.
And believe me, it was not a silly question...Linux/RT/Perl is a new world to me...there are no "obvious" questions in my book :-) -----Original Message----- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 8:30 AM To: Helmuth Ramirez Cc: [email protected] Subject: Re: [rt-users] Notify Requestor on Requestor change Hi Helmuth; forgive me if this is a silly question but do you have a value for $CustomerEmailAddress you can check by adding debug statements in the scrips : $RT::Logger->debug("my value for CustomerEmailAddress is ".$CustomerEmailAddress") stick this just above the line: $self->TicketObj->AddWatcher(Type=>'Requestor', Email => $CustomerEmailAddress); and your custom action preparation code should end with return 1; Once you done this run a test and check your rt.log file if you do have a value. Regards; Roy Helmuth Ramirez wrote: > Hi all, > I finally got around to trying this out and was unfortunately > unsuccessful. Of course there is a VERY high likelihood I did something > wrong. What I would like to accomplish is notify the new Requestor when > we change Requestors manually on a ticket (that way they know they have > a ticket open). > > Based on Roy's e-mail below here is exactly what I did: > > Go to New Scrip screen > Description: RequestorChange > Condition: - > Action: User Defined > Template: Global template: Autoreply > Stage: TransactionCreate > > Custom Condition: blank > > Custom action preparation code: > $self->TicketObj->AddWatcher(Type=>'Requestor', Email => > $CustomerEmailAddress); > > Custom action cleanup code: blank > > > Thanks everyone! > > -----Original Message----- > From: Roy El-Hames [mailto:[EMAIL PROTECTED] > Sent: Friday, October 06, 2006 5:35 AM > To: Helmuth Ramirez > Cc: [email protected] > Subject: Re: [rt-users] Notify Requestor on Requestor change > > Hi Hemuth; > I have n't RT available to me now but from memory; I *think* your > Condition should be on create with user defined action, I am not sure > how you'll want to grab the new requestor (ie the original customer > email address) , but when you do have it your custom action can be > something similar to: > > $self->TicketObj->AddWatcher(Type=>'Requestor', Email => > $CustomerEmailAddress); > > If you want to remove the staff member requestor --who forwarded the > message-- you do : > > $self->TicketObj->DeleteWatcher(Type=>'Requestor', Email => > $StaffEmailAddress); > > And then you set your template the Autoreply. > Possibly you'll need to delete the default scrip On Create AutoReply to > requestor on Create > Good luck > Roy > > Helmuth Ramirez wrote: > >> Hey guys, >> I hate to be that guy that brings up old requests..buuuuut, can >> someone give me some advice on this? >> >> I'd really appreciate it. >> >> Thanks everyone :) >> >> -----Original Message----- >> From: [EMAIL PROTECTED] >> [mailto:[EMAIL PROTECTED] On Behalf Of Helmuth >> Ramirez >> Sent: Thursday, September 28, 2006 5:27 PM >> To: [email protected] >> Subject: [rt-users] Notify Requestor on Requestor change >> >> Hi all, >> In our environment it is common for us to forward an e-mail to RT to >> convert it into a ticket. Once it's a ticket we can change the >> requestor (since by default it would be us). We do it like this to >> avoid the cut and paste alternative. >> >> So, with that said, is there a way to....let me rephrase that, I KNOW >> > RT > >> can do it, I just don't know how. We would like to change the >> > requestor > >> and upon doing so the new requestor be notified. I checked the >> > default > >> conditions, and they involve all the 'Change' items (Status, Priority, >> Owner, Queue) except Requestor :( >> >> Any help would be REALLY appreciated. >> >> Cheers!! >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com >> Commercial support: [EMAIL PROTECTED] >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com >> >> >> > > >
RT_Scrip.gif
Description: RT_Scrip.gif
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