Actually, I just want it to notify Requestor(s) whenever a requestor is added. For example:
I personally get an e-mail about a user issue, I forward it to our RT instance, it then creates a ticket in the right place. Good so far, now I will change the requestor from me to the end user. Its at that moment when I change the requestor name that I would like the "new" requestor to be notified they have a ticket opened for them. -----Original Message----- From: Roy El-Hames [mailto:[EMAIL PROTECTED] Sent: Thursday, January 11, 2007 10:22 AM To: Helmuth Ramirez Cc: [email protected] Subject: Re: [rt-users] Notify Requestor on Requestor change I have given you the code for requester change , but you want to change it to a particular value .. you need to figure out where are you getting this value from ist in the original email text?? , do you have a queue for each customer?? how are you expecting RT to know when email comes in, the ticket created is for customer X and hence the email address [EMAIL PROTECTED] should be added as requester?? Regards; Roy Helmuth Ramirez wrote: > 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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