Just to add a little bit of info, the "Admin Correspondence" template
only did
"RT-Attach-Message: yes
<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
{$Transaction->Content()}"
so I was not sure it e-mailed (it should). To be sure, I created a
template called "Reply" attached to the script that does as follows:
"Subject: Information about: {$Ticket->Subject} - ID {$Ticket->id()}
Greetings,
This message has been automatically generated in response to the status
update of a ticket regarding:
"{$Ticket->Subject()}",
a summary of which appears below.
Thank you,
{$Ticket->QueueObj->CorrespondAddress()}
-------------------------------------------------------------------------
{$Transaction->Content()}"
but still no luck.
Giusepe
On 01/12/10 10:42, Giuseppe Sollazzo wrote:
Hi Kenneth,
thanks a lot for your help. These are the 4 scrips that use the "On
Correspond" condition"
"On Correspond Notify AdminCcs" TransactionCreate On
Correspond Notify AdminCcs Admin Correspondence
"On Correspond Notify Other Recipients" TransactionCreate On
Correspond Notify Other Recipients Correspondence
"On Correspond Notify Requestors and Ccs" TransactionCreate On
Correspond Notify Requestors and Ccs Correspondence
"On Correspond Open Tickets" TransactionCreate On
Correspond Open Tickets Blank
I would have assumed that the third script would create the reply?
Giuseppe
On 30/11/10 20:25, Kenneth Crocker wrote:
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] <mailto:[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] <mailto:[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] <mailto:[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]>
<mailto:[email protected]>
Reply-To: [email protected] <http://sgul.ac.uk>
In-Reply-To:
<[email protected]>
<mailto:[email protected]>
References: <[email protected]>
<mailto:[email protected]>
<[email protected]>
<mailto:[email protected]>
Message-ID:
<[email protected]>
<mailto:[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]
<mailto:[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] <mailto:[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] <mailto:[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] <mailto:[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
