Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Andrew Ruthven]

On Tue, 2016-10-11 at 23:18 -0400, Bill Cole wrote:
> On 11 Oct 2016, at 15:58, Andrew Ruthven wrote:
> 
> > Any other suggestions?  I'm kinda grasping at straws here.
> 
> Perhaps you need to make Scrip 22 runs in the "Batch" scrip stage?

Hi Bill,

Yes, that worked perfectly.  Thanks for the suggestion.

Cheers,
Andrew

-- 
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
  New Zealand's only Cloud:   |   The Future of Open Source
https://catalyst.net.nz/cloud |     http://linux.conf.au



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Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Bill Cole]

On 11 Oct 2016, at 15:58, Andrew Ruthven wrote:

> Any other suggestions?  I'm kinda grasping at straws here.

Perhaps you need to make Scrip 22 runs in the "Batch" scrip stage?
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RT 4.4 and RTIR training sessions, and a new workshop day! 
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Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Andrew Ruthven]

Hey,


Any other suggestions?  I'm kinda grasping at straws here.

Cheers,
Andrew

On Thu, 2016-10-06 at 16:08 +1300, Andrew Ruthven wrote:
> Hi Casey,
> 
> Thanks for that, the requestor is a different email address from what
> is being used for the actor making the API call but the name is the
> same. I've just changed the name and we've retested.
> 
> I can see NotifyActor correctly decide not to hassle the person who
> created the ticket.
> 
> Cheers,
> Andrew
> 
> On Wed, 2016-10-05 at 19:37 -0700, Kenneth Crocker wrote:
> > Andrew,
> > If RT believes the Requester is also the actor requesting the
> > ticket,
> > it doesn't usually (depends on default settings for "Notify Actor")
> > send a notification to the person making the request. It's
> > considered
> > redundant. Read about the setting and change the setting.
> > Good Luck.
> > Casey
> > 
> > On Oct 5, 2016 7:30 PM, "Andrew Ruthven"  wrote:
> > > Hey,
> > > 
> > > We're running RT 4.2.8 and using the API to create some tickets.
> > > But,
> > > no notification is sent out to the requestor we're setting.  We
> > > are
> > > using a privileged account to connect to the API.
> > > 
> > > I can see the requestor set on the ticket when I check the
> > > website,
> > > but
> > > no recipients are considered when the scrip runs:
> > > 
> > > Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
> > > recipients are  (/usr/share/request-
> > > tracker4/lib/RT/Action/SendEmail.pm:639)
> > > ...
> > > Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for
> > > deferred
> > > delivery on transaction #213681 (/usr/share/request-
> > > tracker4/lib/RT/
> > > Action/SendEmail.pm:691)
> > > Oct  6 14:21:09 cat-prod-rt RT: [1145]  > > 1698.2
> > > 5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create
> > > Notify
> > > Requestor
> > > 
> > > Is there anything we can do to make this work?
> > > 
> > > Cheers,
> > > Andrew
> > > 
> > > -- 
> > > Andrew Ruthven, Wellington, New Zealand
> > > and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
> > >   New Zealand's only Cloud:   |   The Future of Open Source
> > > https://catalyst.net.nz/cloud |     http://linux.conf.au
> > > 
> > > 
> > > 
> > > -
> > > RT 4.4 and RTIR training sessions, and a new workshop day!
> > > https://
> > > bestpractical.com/training
> > > * Boston - October 24-26
> > > * Los Angeles - Q1 2017
-- 
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
  New Zealand's only Cloud:   |   The Future of Open Source
https://catalyst.net.nz/cloud |     http://linux.conf.au



-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Andrew Ruthven]

Hi Casey,

Thanks for that, the requestor is a different email address from what
is being used for the actor making the API call but the name is the
same. I've just changed the name and we've retested.

I can see NotifyActor correctly decide not to hassle the person who
created the ticket.

Cheers,
Andrew

On Wed, 2016-10-05 at 19:37 -0700, Kenneth Crocker wrote:
> Andrew,
> If RT believes the Requester is also the actor requesting the ticket,
> it doesn't usually (depends on default settings for "Notify Actor")
> send a notification to the person making the request. It's considered
> redundant. Read about the setting and change the setting.
> Good Luck.
> Casey
> 
> On Oct 5, 2016 7:30 PM, "Andrew Ruthven"  wrote:
> > Hey,
> > 
> > We're running RT 4.2.8 and using the API to create some tickets.
> > But,
> > no notification is sent out to the requestor we're setting.  We are
> > using a privileged account to connect to the API.
> > 
> > I can see the requestor set on the ticket when I check the website,
> > but
> > no recipients are considered when the scrip runs:
> > 
> > Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
> > recipients are  (/usr/share/request-
> > tracker4/lib/RT/Action/SendEmail.pm:639)
> > ...
> > Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for
> > deferred
> > delivery on transaction #213681 (/usr/share/request-
> > tracker4/lib/RT/
> > Action/SendEmail.pm:691)
> > Oct  6 14:21:09 cat-prod-rt RT: [1145]  > 1698.2
> > 5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create
> > Notify
> > Requestor
> > 
> > Is there anything we can do to make this work?
> > 
> > Cheers,
> > Andrew
> > 
> > -- 
> > Andrew Ruthven, Wellington, New Zealand
> > and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
> >   New Zealand's only Cloud:   |   The Future of Open Source
> > https://catalyst.net.nz/cloud |     http://linux.conf.au
> > 
> > 
> > 
> > -
> > RT 4.4 and RTIR training sessions, and a new workshop day! https://
> > bestpractical.com/training
> > * Boston - October 24-26
> > * Los Angeles - Q1 2017
-- 
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
  New Zealand's only Cloud:   |   The Future of Open Source
https://catalyst.net.nz/cloud |     http://linux.conf.au



-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

Re: [rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Kenneth Crocker]

Andrew,

If RT believes the Requester is also the actor requesting the ticket, it
doesn't usually (depends on default settings for "Notify Actor") send a
notification to the person making the request. It's considered redundant.
Read about the setting and change the setting.

Good Luck.

Casey

On Oct 5, 2016 7:30 PM, "Andrew Ruthven"  wrote:

> Hey,
>
> We're running RT 4.2.8 and using the API to create some tickets. But,
> no notification is sent out to the requestor we're setting.  We are
> using a privileged account to connect to the API.
>
> I can see the requestor set on the ticket when I check the website, but
> no recipients are considered when the scrip runs:
>
> Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
> recipients are  (/usr/share/request-
> tracker4/lib/RT/Action/SendEmail.pm:639)
> ...
> Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for deferred
> delivery on transaction #213681 (/usr/share/request-tracker4/lib/RT/
> Action/SendEmail.pm:691)
> Oct  6 14:21:09 cat-prod-rt RT: [1145]  5796-2...@rt.catalyst.net.nz> #25796/213681 - Scrip 22 On Create Notify
> Requestor
>
> Is there anything we can do to make this work?
>
> Cheers,
> Andrew
>
> --
> Andrew Ruthven, Wellington, New Zealand
> and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
>   New Zealand's only Cloud:   |   The Future of Open Source
> https://catalyst.net.nz/cloud | http://linux.conf.au
>
>
>
> -
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Boston - October 24-26
> * Los Angeles - Q1 2017
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017

[rt-users] Create ticket via API ignores Requestors field on notify requestors?

[Andrew Ruthven]

Hey,

We're running RT 4.2.8 and using the API to create some tickets. But,
no notification is sent out to the requestor we're setting.  We are
using a privileged account to connect to the API.

I can see the requestor set on the ticket when I check the website, but
no recipients are considered when the scrip runs:

Oct  6 14:21:09 cat-prod-rt RT: [1145] Working on mailfield To;
recipients are  (/usr/share/request-
tracker4/lib/RT/Action/SendEmail.pm:639)
...
Oct  6 14:21:09 cat-prod-rt RT: [1145] No recipients found for deferred
delivery on transaction #213681 (/usr/share/request-tracker4/lib/RT/
Action/SendEmail.pm:691)
Oct  6 14:21:09 cat-prod-rt RT: [1145]  #25796/213681 - Scrip 22 On Create Notify
Requestor

Is there anything we can do to make this work?

Cheers,
Andrew

-- 
Andrew Ruthven, Wellington, New Zealand
and...@etc.gen.nz | linux.conf.au 2017, Hobart, AU
  New Zealand's only Cloud:   |   The Future of Open Source
https://catalyst.net.nz/cloud |     http://linux.conf.au



-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Boston - October 24-26
* Los Angeles - Q1 2017