Re: [rt-users] CC emails not always being sent

2013-10-25 Thread Rafal Matera 
Hi Stephen,

There is configuration option NotifyActor.
If it set to 0, RT does not notify person who performs the update of the 
ticket. Even if this person is in CC.
Please check, maybe this is your case.

Best regards,
Rafal


From:   Cena, Stephen (ext. 300) s...@qvii.com
To: Kenneth Crocker kenn.croc...@gmail.com, 
rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Date:   2013-10-25 15:21
Subject:Re: [rt-users] CC emails not always being sent
Sent by:rt-users-boun...@lists.bestpractical.com



Yes, I have a On Correspond Notify Other Recipients, Condition On 
Correspond, Action Notify Other Recipients, using the stock global 
template. Stage TransactionCreate.
 
Stephen Cena
QVII
MIS/IT Dept
850 Hudson Ave.
Rochester, NY. 14620
585-544-0450 x300
s...@qvii.com
Thank you for helping us help you help us all.
--For email related issues, please contact postmas...@qvii.com
 
 
 

From: Kenneth Crocker [mailto:kenn.croc...@gmail.com] 
Sent: Wednesday, October 23, 2013 6:11 PM
To: Cena, Stephen (ext. 300); rt-users@lists.bestpractical.com
Subject: RE: [rt-users] CC emails not always being sent

Stephen,

Did your notify scrip include others. Adding cc's requires that if they 
are not listed in the ticket or queue as cc.

Kenn

Re: [rt-users] no new tickets for Mail Delivery failures.

2013-09-17 Thread Rafal Matera 
Hi,

Please make sure that your configuration contains $OwnerEmail, which is
different from your incoming mail gateway address.
$OwnerEmail should be the address of person, who administers RT

Begards,
Rafal




From:   Arun ragini arunrag...@gmail.com
To: RT users rt-users@lists.bestpractical.com
Date:   2013-09-17 11:36
Subject:[rt-users] no new tickets for Mail Delivery failures.
Sent by:rt-users-boun...@lists.bestpractical.com



Hi All,

Is there any way to stop creating new tickets for mail delivery failures
when RT creates tickets.

Currently if I create a ticket with email account which doesn't exit. The
returned mail  creates new ticket.

Thanks
Arun



-- 
RT Training in New York, October 8th and 9th: http://bestpractical.com/training

Re: [rt-users] Result page not up to date after TransactionBatch scrips

2013-09-10 Thread Rafal Matera 
Hi Kevin,

Thank you for your advice.
Works perfectly.

Rafal



From:   Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Date:   2013-09-10 04:12
Subject:Re: [rt-users] Result page not up to date after
TransactionBatch scrips
Sent by:rt-users-boun...@lists.bestpractical.com



On Wed, Sep 04, 2013 at 10:16:16AM +0200, Rafal Matera wrote:
 We use RT 4.0.13, We customized our installation by some scrips. Part of
 them have to work in TransactionBatch mode.
 One of the scrips changes the ticket owner on queue change. This is done
by
 scrip working in mentioned TransactionBatch mode.

 When the queue is changed on Basics screen (Ticket/Modify.html), scrip is
 executed without a failure.
 The problem is that result page shows the OLD VALUE of the owner.
 Clicking Display or Basics again shows that owner was really changed by
the
 scrip.

I'm not surprised.  In order to avoid problems with TransactionBatch
scrips, the ticket is cloned and worked on.  The ticket object in the
page is not directly acted on by the Scrip.

TransactionBatch scrips through the 3.6/3.8/4.0 series have been
inconsistent about when it updates. I don't think there's ever been a
guarantee that it will update the object and TransactionBatch scrips
in general are too magical.

 Do you have any idea, how to force RT to show current values on result
 page ?

Use one of the other callbacks in that page to reload the ticket
object, $TicketObj-Load($TicketObj-Id); from the BeforeActionList
callback or one of the others should be enough.

-kevin

[rt-users] Result page not up to date after TransactionBatch scrips

2013-09-04 Thread Rafal Matera 

Hello,

We use RT 4.0.13, We customized our installation by some scrips. Part of
them have to work in TransactionBatch mode.
One of the scrips changes the ticket owner on queue change. This is done by
scrip working in mentioned TransactionBatch mode.

When the queue is changed on Basics screen (Ticket/Modify.html), scrip is
executed without a failure.
The problem is that result page shows the OLD VALUE of the owner.
Clicking Display or Basics again shows that owner was really changed by the
scrip.

The problem exists on blank RT instance as well (only one new queue and
following scrip created).

   CustomPrepareCode1;/CustomPrepareCode
   Queue0/Queue
   ScripActionUser Defined/ScripAction
   ScripConditionUser Defined/ScripCondition
   StageTransactionBatch/Stage
   TemplateBlank/Template
   CustomCommitCode
  my ($status_id, $status_msg);
  my $qId;
  my @batch = @{ $self-TicketObj-TransactionBatch };

  foreach my $trans ( @batch ) {

  if ($trans-Type eq 'Set'  $trans-Field eq 'Queue') {
   #if queue changed to COE_XX set owner to opcenter
$qId = $trans-NewValue;
my $qObj = new RT::Queue($RT::SystemUser);
$qObj-Load($qId);
if ($qObj-Name eq 'COE_XX')
{
  ($status_id, $status_msg) = $self-TicketObj-SetOwner
  ('opcenter', 'Force');
  $RT::Logger-info(Change owner: $status_msg);
  return !$status_id;
}

  #in other cases, just set owner to nobody
  ($status_id, $status_msg) = $self-TicketObj-SetOwner(RT::Nobody
  (), 'Force');
  $RT::Logger-info(Change owner: $status_msg);
  return 1;
  }

  }
  1;
   /CustomCommitCode
   CustomIsApplicableCode
  my @batch = @{ $self-TicketObj-TransactionBatch };
  foreach my $trans ( @batch )
  {
return 1 if ($trans-Field eq Queue);
  }
  return 0;
   /CustomIsApplicableCode

Do you have any idea, how to force RT to show current values on result
page ?

Best regards,
Rafal