After re-reading this several times (sorry, my hamsters aren't spinning their wheels up to speed yet), I can now answer properly...I am not defining a value for $CustomerEmailAddress. That is very likely because I don't know how :(
Every single condition is in that fancy drop down except On Requestor change ;) -----Original Message----- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 9:19 AM To: Helmuth Ramirez Cc: [email protected] Subject: Re: [rt-users] Notify Requestor on Requestor change Please do n't set an email notifier when mailing to the list .. we may suspect you as a spammer :¬) As Drew mentioned (and I think I mentioned it in my first mail) you need a condition which is on Create, because I guess what you want is: When a ticket is created => add new/change requester Also where are you getting your requester's email address from, you need to define and give value to $CustomerEmailAddressRegards; Regards; Roy Helmuth Ramirez wrote: > 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 >>> >>> >>> >>> >> >> > > > > ------------------------------------------------------------------------ > _______________________________________________ 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. 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