Re: [rt-users] Error with scrip2 'On Owner change'
(This is a much better subject.) On 01/05/2012 06:40 AM, Daniel Garcia Mejia wrote: Hi, I have problem with global script 2 'On Owner Change notify Owner': 1.-I create a new ticket and put owner (for example 'Person1' , where his email is examp...@example.com) 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. Are you the one stealing the ticket? Again, you're likely running into NotifyActor. By default NotifyActor is off because RT assumes you already know you just stole the ticket. You can turn off NotifyActor globally in your RT_SiteConfig.pm or as a per-user preference. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
[...] 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. I think it is normal behaviour. By the time the scrip is fired, Person 1 is not anymore the Owner, and you (the new Owner) are the author of the change, so no recipients. Maybe there is a way to retrieve the old owner from the Transaction object, and send the e-mail, with a User-Defined action. HTH, Gabriele RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
On 01/05/2012 09:55 AM, Franzini, Gabriele [Nervianoms] wrote: 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. I think it is normal behaviour. By the time the scrip is fired, Person 1 is not anymore the Owner, and you (the new Owner) are the author of the change, so no recipients. Maybe there is a way to retrieve the old owner from the Transaction object, and send the e-mail, with a User-Defined action. Ah, I missed that Person 1 wants the notification. Gabriele is correct. Scrips fire on the receiving end. You'll need to pull the old owner from the transaction object and use their email address in a custom template. Thomas RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Error with scrip2 'On Owner change'
On Thu, Jan 05, 2012 at 10:13:59AM -0500, Thomas Sibley wrote: On 01/05/2012 09:55 AM, Franzini, Gabriele [Nervianoms] wrote: 2.-In another account, I open the same ticket and steal. 3.-I see this in terminal: [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat #247/2135 - Scrip 2 On Owner Change Notify Owner [Thu Jan 5 11:40:44 2012] [info]: ***@cesca.cat No recipients found. Not sending. It is normal? I want that RT sent email to Person 1 (examp...@example.com) when another person steal her ticket. I think it is normal behaviour. By the time the scrip is fired, Person 1 is not anymore the Owner, and you (the new Owner) are the author of the change, so no recipients. Maybe there is a way to retrieve the old owner from the Transaction object, and send the e-mail, with a User-Defined action. Ah, I missed that Person 1 wants the notification. Gabriele is correct. Scrips fire on the receiving end. You'll need to pull the old owner from the transaction object and use their email address in a custom template. While I've not tried it, this extension provides a Notify Previous Owner action which may be useful http://search.cpan.org/dist/RT-Extension-NotifyOwners/lib/RT/Extension/NotifyOwners.pm -kevin pgpehMOulYIJJ.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
