Giuseppe, List for me the following information for each Notification scrip that uses "On Correspond" as the condition:
Description: Condition: Action: Template: Stage: Unless you have specific information in a template from Ticket/Custom Field data being set by a scrip running in "TransactionBatch", you really can have them in stage "TransactionCreate". Kenn LBNL On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo <[email protected]>wrote: > Hi Kenneth, > it's actually the requestor. > > But if I set up a Cc (a one-time Cc) the same thing happens. > > Giuseppe > > > On 30/11/10 17:00, Kenneth Crocker wrote: > > Giuseppe, > > Exactly who is NOT getting a notification on Correspondence? Compare their > role with the recipients. If they are not listed as a "Cc" Watcher (for > example) on either the Queue or the Ticket, then they will not get a > notification as a "Cc", etc. > > Kenn > LBNL > > On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo <[email protected]>wrote: > >> On 29/11/10 17:48, Kenneth Crocker wrote: >> >> Giuseppe, >> >> Most likely, you do not have a notification scrip for "On Correspond". I >> believe the book has several good examples on how to build a simple scrip >> like that. Anyway, check your Global/Queue notification scrip sand see if >> that's the case. Hope this helps. >> >> Kenn >> LBNL >> >> >> Hi Kenneth... that's actually my doubt. >> I mean, in my configuration I see 11 scrips. Are they all "active"? It's >> not clear to me if you can have "disabled" and "enabled" scrips. >> >> For example, one of them is: >> 6 <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0> On >> Correspond Notify Requestors and >> Ccs<http://Admin/Global/Scrip.html?id=6&Queue=0> >> TransactionCreate On Correspond Notify Requestors and Ccs Correspondence >> >> Which I had assumed was the one you mention. >> I have correctly(?) set up Set($UseTransactionBatch,1); >> >> >> Found 6 scrips for TransactionCreate stage with applicable type(s) >> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >> [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for >> transaction #212 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) >> [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn #212 of >> ticket #10 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >> [Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests for >> transaction RT::Transaction=HASH(0xbc39118), id 212 >> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) >> [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; recipients >> are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >> >> But I get a "recipients not found" or "recipients are" and a null string.. >> >> Moreover, in the bottom bit of the reply, the " >> Messages about this ticket will not be sent to... *(Check boxes to enable >> notifications to the listed recipients)* " >> >> part is actually empty. >> >> Any hint? >> >> Thanks everyone, >> Giuseppe >> >> >> On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo >> <[email protected]>wrote: >> >>> Hi everyone, >>> >>> I'm playing with our rather vanilla installation of RT in which we're >>> supposed to have, at least for the moment, one general queue from which >>> tickets will be moved into two other real queue according to the department. >>> >>> Trying to configure mail in and mail out, I happen to have a behaviour >>> which I can't totally explain and was wondering if anyone could help >>> figuring out. >>> >>> When I create a ticket from the web interface, an e-mail is correctly >>> sent to the requestor. >>> My possibly wrong understanding is that any following "Reply" to the >>> ticket also generates a mail. However, this does not get delivered. >>> >>> I'm a bit puzzled as if RT manages to send the first one I assume the >>> configuration of the e-mail is correct. rt.log shows this sequence (edited): >>> >>> [Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips for >>> transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) >>> [Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for >>> transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) >>> [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for >>> TransactionCreate stage with applicable type(s) Correspond >>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>> [Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for >>> transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) >>> [Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for >>> transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) >>> [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for TransactionCreate >>> stage with applicable type(s) Correspond >>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) >>> [Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for >>> transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) >>> [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of >>> ticket #7 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) >>> [Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for >>> transaction RT::Transaction=HASH(0xc6ff3cc), id 190 >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) >>> [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients >>> are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text >>> From: "Giuseppe Sollazzo via RT" >>> <[email protected]><[email protected]> >>> Reply-To: [email protected] >>> In-Reply-To: >>> <[email protected]><[email protected]> >>> References: <[email protected]> <[email protected]> >>> <[email protected]><[email protected]> >>> Message-ID: >>> <[email protected]><[email protected]> >>> Precedence: bulk >>> X-RT-Loop-Prevention: SGUL >>> RT-Ticket: SGUL #7 >>> Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/) >>> RT-Originator: [email protected] >>> MIME-Version: 1.0 >>> Content-Transfer-Encoding: 8bit >>> Content-Type: text/plain; charset="utf-8" >>> X-RT-Original-Encoding: utf-8 >>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) >>> [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from To: >>> line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) >>> [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for >>> attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) >>> [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients >>> are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) >>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text >>> >>> >>> And again, multiple times. I assume it's because 6 scrips match. However, >>> none of these is ever delivered. A series of error about gpg follows (which >>> I assume it's not required for the system to work, as it manages to send the >>> first e-mail without complaining). >>> >>> I haven't configured the scrips myself, they seemed to be part of the >>> "standard" install and I had assumed they are needed for the system to >>> work... maybe I'm wrong about this. >>> >>> Any hint about this? >>> - Scrips: is there any way to deactivate them? Are they required? >>> - E-mail: what else should I check? >>> >>> Thanks, >>> Giuseppe >>> >>> -- >>> ____________________________________ >>> >>> Giuseppe Sollazzo >>> Senior Systems Analyst >>> Computing Services >>> Information Services >>> St. George's, University Of London >>> Cranmer Terrace >>> London SW17 0RE >>> >>> Email: [email protected] >>> Direct Dial: +44 20 8725 5160 >>> Fax: +44 20 8725 3583 >>> >>> >>> >>> >> >> >> -- >> ____________________________________ >> >> Giuseppe Sollazzo >> Senior Systems Analyst >> Computing Services >> Information Services >> St. George's, University Of London >> Cranmer Terrace >> London SW17 0RE >> >> Email: [email protected] >> Direct Dial: +44 20 8725 5160 >> Fax: +44 20 8725 3583 >> >> >> >> > > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: [email protected] > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > >
