Re: [rt-users] Notification from one queue

[Matt Zagrabelny]

On Tue, Aug 16, 2016 at 2:41 AM, Simon Figueira 
wrote:

> That is the issue.  Not sure what the script should be.  All I want is if
> there is a transaction change the queue admin is mailed.
>
>
>
Action: Notify AdminCcs

-m
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - September 12-14, 2016

Re: [rt-users] Notification from one queue

[Simon Figueira]

That is the issue.  Not sure what the script should be.  All I want is if there 
is a transaction change the queue admin is mailed.

Simon Figueira
Systems Administrator








From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: 15 August 2016 18:28
To: Simon Figueira <sfigue...@geestline.com>
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notification from one queue

Hi Simon,
Drill down to the queues, then create your scrip there.
Admin -> Queues -> Select
Scrips -> Create
Your heading should look something like:
Create a scrip and add to queue BLAH

my URL looks like:

https://rt.d.umn.edu/Admin/Scrips/Create.html?Queue=12<https://rt.d.umn.edu/Admin/Scrips/Create.html?Queue=12>

This will restrict the scrip to that queue.

-m


On Mon, Aug 15, 2016 at 10:02 AM, Simon Figueira 
<sfigue...@geestline.com<mailto:sfigue...@geestline.com>> wrote:
4.2.11

The global scrip shows

[cid:image001.png@01D1F799.AEC666B0]

Enabling it would make it global and not just one queue.


Simon Figueira
Systems Administrator








From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu<mailto:mzagr...@d.umn.edu>]
Sent: 15 August 2016 15:53
To: Simon Figueira <sfigue...@geestline.com<mailto:sfigue...@geestline.com>>
Cc: rt-users@lists.bestpractical.com<mailto:rt-users@lists.bestpractical.com>
Subject: Re: [rt-users] Notification from one queue

Just apply the scrip to the queue.
What version of  RT are you using?
-m

On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira 
<sfigue...@geestline.com<mailto:sfigue...@geestline.com>> wrote:
I want to set up a notification when a custom field is changed in just one 
queue.  I see you can do it globally in scrips.  I also see you need to create 
a template at the queue level to do this but I am not sure what script I would 
need to use.

Thanks

Simon Figueira
Systems Administrator










This e-mail and any files transmitted with it are confidential and intended 
solely for the use of the individual to whom it is addressed. It is Geest Line 
policy that the Company only enter into obligations, warranties and 
representations which are signed in hard copy form by an authorised individual. 
This email message has been swept for the presence of computer viruses but 
Internet communications are not guaranteed to be secure or virus-free. Email to 
and from Geest Line is monitored for operational and business reasons. Geest 
Line Limited - Registered in England No. 266840 Registered Office: Eagle Point, 
Little Park Farm Road, Fareham, Hants PO15 5TD. Business is transacted under 
BIFA STC 2005A, copy of terms available here: 
http://www.bifa.org/_Attachments/Resources/1105_S4.pdf<http://www.bifa.org/_Attachments/Resources/1105_S4.pdf>


-
RT 4.4 and RTIR Training Sessions 
https://bestpractical.com/training<https://bestpractical.com/training>
* Los Angeles - September, 2016


-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - September 12-14, 2016

Re: [rt-users] Notification from one queue

[Matt Zagrabelny]

Hi Simon,

Drill down to the queues, then create your scrip there.

Admin -> Queues -> Select

Scrips -> Create

Your heading should look something like:
Create a scrip and add to queue BLAH

my URL looks like:

https://rt.d.umn.edu/Admin/Scrips/Create.html?Queue=12

This will restrict the scrip to that queue.

-m


On Mon, Aug 15, 2016 at 10:02 AM, Simon Figueira <sfigue...@geestline.com>
wrote:

> 4.2.11
>
>
>
> The global scrip shows
>
>
>
>
>
> Enabling it would make it global and not just one queue.
>
>
>
>
>
> *Simon Figueira*
> Systems Administrator
>
>
>
>
>
>
>
>
>
>
> *From:* Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
> *Sent:* 15 August 2016 15:53
> *To:* Simon Figueira <sfigue...@geestline.com>
> *Cc:* rt-users@lists.bestpractical.com
> *Subject:* Re: [rt-users] Notification from one queue
>
>
>
> Just apply the scrip to the queue.
>
> What version of  RT are you using?
>
> -m
>
>
>
> On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira <sfigue...@geestline.com>
> wrote:
>
> I want to set up a notification when a custom field is changed in just one
> queue.  I see you can do it globally in scrips.  I also see you need to
> create a template at the queue level to do this but I am not sure what
> script I would need to use.
>
>
>
> Thanks
>
>
>
> *Simon Figueira*
> Systems Administrator
>
>
>
>
>
>
>
>
>
>
>
> --
>
> This e-mail and any files transmitted with it are confidential and
> intended solely for the use of the individual to whom it is addressed. It
> is Geest Line policy that the Company only enter into obligations,
> warranties and representations which are signed in hard copy form by an
> authorised individual. This email message has been swept for the presence
> of computer viruses but Internet communications are not guaranteed to be
> secure or virus-free. Email to and from Geest Line is monitored for
> operational and business reasons. Geest Line Limited - Registered in
> England No. 266840 Registered Office: Eagle Point, Little Park Farm Road,
> Fareham, Hants PO15 5TD. Business is transacted under BIFA STC 2005A, copy
> of terms available here: http://www.bifa.org/_
> Attachments/Resources/1105_S4.pdf
> --
>
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
>
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - September 12-14, 2016

Re: [rt-users] Notification from one queue

[Simon Figueira]

4.2.11

The global scrip shows

[cid:image001.png@01D1F70E.7CFC7E20]

Enabling it would make it global and not just one queue.


Simon Figueira
Systems Administrator








From: Matt Zagrabelny [mailto:mzagr...@d.umn.edu]
Sent: 15 August 2016 15:53
To: Simon Figueira <sfigue...@geestline.com>
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Notification from one queue

Just apply the scrip to the queue.
What version of  RT are you using?
-m

On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira 
<sfigue...@geestline.com<mailto:sfigue...@geestline.com>> wrote:
I want to set up a notification when a custom field is changed in just one 
queue.  I see you can do it globally in scrips.  I also see you need to create 
a template at the queue level to do this but I am not sure what script I would 
need to use.

Thanks

Simon Figueira
Systems Administrator










This e-mail and any files transmitted with it are confidential and intended 
solely for the use of the individual to whom it is addressed. It is Geest Line 
policy that the Company only enter into obligations, warranties and 
representations which are signed in hard copy form by an authorised individual. 
This email message has been swept for the presence of computer viruses but 
Internet communications are not guaranteed to be secure or virus-free. Email to 
and from Geest Line is monitored for operational and business reasons. Geest 
Line Limited - Registered in England No. 266840 Registered Office: Eagle Point, 
Little Park Farm Road, Fareham, Hants PO15 5TD. Business is transacted under 
BIFA STC 2005A, copy of terms available here: 
http://www.bifa.org/_Attachments/Resources/1105_S4.pdf<http://www.bifa.org/_Attachments/Resources/1105_S4.pdf>


-
RT 4.4 and RTIR Training Sessions 
https://bestpractical.com/training<https://bestpractical.com/training>
* Los Angeles - September, 2016

-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

Re: [rt-users] Notification from one queue

[Matt Zagrabelny]

Just apply the scrip to the queue.

What version of  RT are you using?

-m

On Mon, Aug 15, 2016 at 9:32 AM, Simon Figueira 
wrote:

> I want to set up a notification when a custom field is changed in just one
> queue.  I see you can do it globally in scrips.  I also see you need to
> create a template at the queue level to do this but I am not sure what
> script I would need to use.
>
>
>
> Thanks
>
>
>
> *Simon Figueira*
> Systems Administrator
>
>
>
>
>
>
>
>
>
>
>
> --
> This e-mail and any files transmitted with it are confidential and
> intended solely for the use of the individual to whom it is addressed. It
> is Geest Line policy that the Company only enter into obligations,
> warranties and representations which are signed in hard copy form by an
> authorised individual. This email message has been swept for the presence
> of computer viruses but Internet communications are not guaranteed to be
> secure or virus-free. Email to and from Geest Line is monitored for
> operational and business reasons. Geest Line Limited - Registered in
> England No. 266840 Registered Office: Eagle Point, Little Park Farm Road,
> Fareham, Hants PO15 5TD. Business is transacted under BIFA STC 2005A, copy
> of terms available here: http://www.bifa.org/_
> Attachments/Resources/1105_S4.pdf
> --
>
> -
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Los Angeles - September, 2016
>
>
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Notification from one queue

[Simon Figueira]

I want to set up a notification when a custom field is changed in just one 
queue.  I see you can do it globally in scrips.  I also see you need to create 
a template at the queue level to do this but I am not sure what script I would 
need to use.

Thanks

Simon Figueira
Systems Administrator

This e-mail and any files transmitted with it are confidential and intended 
solely for the use of the individual to whom it is addressed. It is Geest Line 
policy that the Company only enter into obligations, warranties and 
representations which are signed in hard copy form by an authorised individual. 
This email message has been swept for the presence of computer viruses but 
Internet communications are not guaranteed to be secure or virus-free. Email to 
and from Geest Line is monitored for operational and business reasons. Geest 
Line Limited - Registered in England No. 266840 Registered Office: Eagle Point, 
Little Park Farm Road, Fareham, Hants PO15 5TD.
Business is transacted under BIFA STC 2005A, copy of terms available here: 
http://www.bifa.org/_Attachments/Resources/1105_S4.pdf
-
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
* Los Angeles - September, 2016

[rt-users] Notification sent to requestor even when squelched

[Marcos Orallo]

Hi all,

I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2, mod_fcgid

Today we had a very concerning issue regarding a notification being sent to
a requestor even when it had been explicitly unchecked in the recipients
list. At first I didn't believe the user, but then I found this in the log:

Jun 22 11:29:08RT:[user.info14] [6157]
rt-4.2.11-6157-1434965348-1424.4519-5...@rtdomain.com
reques...@address.com is blacklisted by notification checkboxes for
this transaction. Skipping
 Jun 22 11:29:55RT:[user.info14] [6145] 
 rt-4.2.11-6145-1434965395-786.4519-5...@rtdomain.com #4519/69938 - Scrip 59 
 On Correspond from web Notify Requestor and Ccs
 Jun 22 11:29:56RT:[user.info14] [6145] 
 rt-4.2.11-6145-1434965395-786.4519-5...@rtdomain.com sent  To: 
 reques...@address.com


You can see that the requestor address was unchecked, but he was notified
anyway. The notificatoin script uses a custom condition to just send the
notification when using the web interface, with the possibility of
squelching recipients manually. The default behaviour (implicit
notification to all requestors even for correspondence by mail) was
confusing for my team mates.

The only odd thing I can see in the log is that the Blacklisted and the
sent to ... entries are written by two different perl processes (PID 6157
and 6145 respectively). That didn't happen when I tried to reproduce the
issue (with no success).
Does anyone know if that's normal in mod_fcgid? Could it be the cause of
the problem?

It's a big problem for us if we cannot fully trust the platform to not
spread confidential information to unintended recipients.

Thank you in advance,

Marcos.

Re: [rt-users] Notification sent to requestor even when squelched

[Todd Wade]

On 6/22/15 1:10 PM, Marcos Orallo wrote:

It's a big problem for us if we cannot fully trust the platform to not
spread confidential information to unintended recipients.


Along with Alex's suggestions / questions, it sounds like this workflow 
would benefit from the comment functionality. Ticket comments allow 
communication via your internal team (AdminCCs) but do not notify 
Requestors and Ccs.

Re: [rt-users] Notification sent to requestor even when squelched

[Alex Vandiver]

On Mon, 22 Jun 2015 19:10:50 +0200 Marcos Orallo m_ora...@yahoo.es
wrote:
 I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2,
 mod_fcgid
 
 Today we had a very concerning issue regarding a notification being
 sent to a requestor even when it had been explicitly unchecked in the
 recipients list. At first I didn't believe the user, but then I found
 this in the log:
 [snip]

There's a 47-second interval between the first and the second of
those.  Can you show the full log of everything between them?  My guess
is that the first one was a dry run to list the potential recipients,
and the second was the actual submission.  This would explain the
different process IDs, as well as the different behaviors.

 You can see that the requestor address was unchecked, but he was
 notified anyway. The notificatoin script uses a custom condition to
 just send the notification when using the web interface, with the
 possibility of squelching recipients manually. The default behaviour
 (implicit notification to all requestors even for correspondence by
 mail) was confusing for my team mates.

Your wording is confusing.  Is this jut the stock Notify Requestor and
Ccs action, with a custom condition?
 - Alex

Re: [rt-users] Notification sent to requestor even when squelched

[Marcos Orallo]

Hi Alex,

Thanks for your reply. My comments inline.

2015-06-22 19:46 GMT+02:00 Alex Vandiver a...@chmrr.net:

 On Mon, 22 Jun 2015 19:10:50 +0200 Marcos Orallo m_ora...@yahoo.es
 wrote:
  I manage an RT 4.2.11 deployment using Debian Wheezy, Apache 2.2,
  mod_fcgid
 
  Today we had a very concerning issue regarding a notification being
  sent to a requestor even when it had been explicitly unchecked in the
  recipients list. At first I didn't believe the user, but then I found
  this in the log:
  [snip]

 There's a 47-second interval between the first and the second of
 those.  Can you show the full log of everything between them?


That's the full log, nothing in between (syslog, info level). The gap is
indeed strange...


 My guess is that the first one was a dry run to list the potential
 recipients,
 and the second was the actual submission.  This would explain the
 different process IDs, as well as the different behaviors.


But the blacklisting happened just for that transaction when composing
the message, it was not a permanent squelch. So the system didn't know it
was blacklisted in the preparation stage...



  You can see that the requestor address was unchecked, but he was
  notified anyway. The notificatoin script uses a custom condition to
  just send the notification when using the web interface, with the
  possibility of squelching recipients manually. The default behaviour
  (implicit notification to all requestors even for correspondence by
  mail) was confusing for my team mates.

 Your wording is confusing.  Is this jut the stock Notify Requestor and
 Ccs action, with a custom condition?


Exactly. This is the custom condition, taken from RT wiki, IIRC.

my $trans = $self-TransactionObj;
return 0 unless $trans-Type eq Correspond;

my $msgattr = $trans-Message-First;
return 0 unless $msgattr;

return 1 unless $msgattr-GetHeader('Received');
return 0;

Re: [rt-users] Notification sent to requestor even when squelched

[Marcos Orallo]

Hi Todd,

Thank you for the suggestion. However, in this case, it was a Reply with
One-Time-CCs, so I guess a Comment is not the best option. Moreover, we
don't have control of the mail domain, and you wouldn't believe the
bureaucracy and delay to get a mail alias for comments.

It's true that our use of the system is not always adapted to the platform,
my colleagues want the WebUI to be basically a mail client on steroids.
They want all external recipients to be explicit, either when sending a
mail from their client, or in the webUI message composing screen.

Even if I understand the design of RT, I think a few features would make it
come close to what users are most accustomed to in a mail client, and make
it more flexible:

- Correspondance subject independent from the ticket title. Copied from the
transaction that you are replying to.
- Default recipients selected based on the sender of the transaction you
are replying to, even if they are not the Requestors (with the full list of
Requestors available for checking if desired).
- One-Time-To. There is an extension for this, but I couldn't make it work
properly with RT 4.2.
- Preserved To, CC in mail notifications, by setting them to a different
value independent from the SMTP envelope.
- Show full list of recipients for transactions in History
- Collapsible individual transactions in History.

Anyway, I should maybe wait for Christmas... :-)

Kind regards,
Marcos.

2015-06-22 19:54 GMT+02:00 Todd Wade t...@bestpractical.com:

 On 6/22/15 1:10 PM, Marcos Orallo wrote:

 It's a big problem for us if we cannot fully trust the platform to not
 spread confidential information to unintended recipients.


 Along with Alex's suggestions / questions, it sounds like this workflow
 would benefit from the comment functionality. Ticket comments allow
 communication via your internal team (AdminCCs) but do not notify
 Requestors and Ccs.

Re: [rt-users] Notification for reminders

[Christian Loos]

Am 01.02.2011 13:02, schrieb Kevin Falcone:
 On Tue, Feb 01, 2011 at 09:55:39AM +0100, Johan Sjöberg wrote:
I have created some reminders in our RT system, but we get no 
 notification at the time of the
reminder. This means that we have to keep watching the Reminders field at 
 RT at a glance. Is
it possible to configure RT to send out a notification e-mail to the 
 admin-cc when a reminder
occurs?
With bin/rt-crontool you can send an mail to the creator of the
reminder. But I think it is not possible to send an mail to AdminCc of
the ticket.
 
 This isn't a built-in feature of reminders, but you could use a
 dashboard to do it
 
 -kevin
As far as I know you can't use dashboards for that.
For example you have to create a search like 'tickets of type reminder
where due within last hour' and put this in an dashboard.
But you would then receive the dashboard even if the search result
returns no tickets.
But maybe this would be a nice feature that you have an option per
dashboard where you can say if dashboards where all searches are empty
should be send or not. ;-)

[rt-users] Notification for reminders

[Johan Sjöberg]

Hi.

I have created some reminders in our RT system, but we get no notification at 
the time of the reminder. This means that we have to keep watching the 
Reminders field at RT at a glance. Is it possible to configure RT to send out 
a notification e-mail to the admin-cc when a reminder occurs?

/Johan

Re: [rt-users] Notification for reminders

[Kevin Falcone]

On Tue, Feb 01, 2011 at 09:55:39AM +0100, Johan Sjöberg wrote:
I have created some reminders in our RT system, but we get no notification 
 at the time of the
reminder. This means that we have to keep watching the Reminders field at 
 RT at a glance. Is
it possible to configure RT to send out a notification e-mail to the 
 admin-cc when a reminder
occurs?

This isn't a built-in feature of reminders, but you could use a
dashboard to do it

-kevin


pgpiZpckKoCcR.pgp
Description: PGP signature

Re: [rt-users] notification - solved

[Kurt Engle]

The custom notification issue that I was trying to solve has been solved. 

The issue was the ordering of the scripts. I had 'TransactionBatch' set for all 
of my scripts that run 'On Create' but I was still having an ordering issue. I 
was trying to get the value of a Custom Field before the value was set. So, I 
named my scrips starting with numbers (numeric/alphabetic) and that caused the 
scrips to run in the order that they need to run to populate and get custom 
field values. 

The entire process: 
When a ticket is created, the 'requestor' e-mail address is looked up in LDAP 
and the 'location' attribute is returned and populates a Custom Field. Then 
that Custom Field (Location) is tested and married with a technician or group 
of technicians. The e-mail address of the technician is placed in a separate 
Custom Field. Then I have a scrip that uses Notify Other Recipients and a 
custom template that pulls the email address out of the Custom Field and 
creates a 'To:' address that sends an e-mail to the specified address. 

Ken and Kevin... thanks for all your help. 

Kurt Engle 
Network Engineer 
4J Schools 



From: Kurt Engle en...@4j.lane.edu 
To: Thomas Sibley t...@bestpractical.com 
Cc: rt-users@lists.bestpractical.com 
Sent: Tuesday, December 14, 2010 11:11:31 AM 
Subject: Re: [rt-users] notification 


Yes, I understand that it is not. My first example below is returning nothing. 

On 14 Dec 2010 13:53, Kurt Engle wrote: 
 I have tried FirstCustomFieldValue('NotifyEmail') but it returns 
 nothing. But I can look at the ticket and it shows the value that I 
 would expect there. 

Kurt Engle 
Network Engineer 
Eugene 4J Schools 


From: Thomas Sibley t...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Tuesday, December 14, 2010 11:04:10 AM 
Subject: Re: [rt-users] notification 

On 14 Dec 2010 13:53, Kurt Engle wrote: 
 I have tried FirstCustomFieldValue('NotifyEmail') but it returns 
 nothing. But I can look at the ticket and it shows the value that I 
 would expect there. 
 
 FirstCustomFieldValues('NotifyEmail') returns this in the log file: 
 Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented 
 in Text::Template::GEN14. 

It's not plural. 

Thomas 

Re: [rt-users] notification

[Kevin Falcone]

On Mon, Dec 13, 2010 at 02:24:26PM -0800, Kurt Engle wrote:
Action: Notify Other Recipients

Oh, I wonder if that is your problem.  Notify Other Recipients
notifies CCs

{ my $to_address = rubble; }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created

What happens if you Cc: to that address, or RT-Send-Cc: to that
address?

-kevin


pgpjVE0tfBJG3.pgp
Description: PGP signature

Re: [rt-users] notification

[Kurt Engle]

I have tried FirstCustomFieldValue('NotifyEmail') but it returns nothing. But I 
can look at the ticket and it shows the value that I would expect there. 

FirstCustomFieldValues('NotifyEmail') returns this in the log file: 
Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented in 
Text::Template::GEN14. 

Kurt Engle 
Network Engineer 
Eugene 4J Schools 


From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Tuesday, December 14, 2010 10:40:33 AM 
Subject: Re: [rt-users] notification 

On Tue, Dec 14, 2010 at 09:50:38AM -0800, Kurt Engle wrote: 
 I am trying to approach this a little differently now. I am skipping the 
 email part, and just 
 trying to get it to print the value I want in the email (I am hard coding the 
 To: field) 
 
 But when I use this in the body of the email: { 
 $Ticket-CustomFieldValues('NotifyEmail');} 
 
 My result is this: RT::ObjectCustomFieldValues=HASH(0x2b9a63a9c110) 
 But I cannot figure out how to get the value out of the Hash. 

You're missing the word First in your method call 

-kevin 
 --
  
 
 From: Kevin Falcone falc...@bestpractical.com 
 To: rt-users@lists.bestpractical.com 
 Sent: Tuesday, December 14, 2010 8:19:16 AM 
 Subject: Re: [rt-users] notification 
 
 On Mon, Dec 13, 2010 at 02:24:26PM -0800, Kurt Engle wrote: 
  Action: Notify Other Recipients 
 
 Oh, I wonder if that is your problem. Notify Other Recipients 
 notifies CCs 
 
  { my $to_address = rubble; } 
  To: {$to_addre...@4j.lane.edu 
  Subject: New Ticket #{ $Ticket-Id() } has been created 
 
 What happens if you Cc: to that address, or RT-Send-Cc: to that 
 address? 
 
 -kevin 

Re: [rt-users] notification

[Thomas Sibley]

On 14 Dec 2010 13:53, Kurt Engle wrote:
 I have tried FirstCustomFieldValue('NotifyEmail') but it returns
 nothing.  But I can look at the ticket and it shows the value that I
 would expect there.
 
 FirstCustomFieldValues('NotifyEmail') returns this in the log file:
 Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented
 in Text::Template::GEN14.

It's not plural.

Thomas

Re: [rt-users] notification

[Kurt Engle]

Yes, I understand that it is not. My first example below is returning nothing. 

On 14 Dec 2010 13:53, Kurt Engle wrote: 
 I have tried FirstCustomFieldValue('NotifyEmail') but it returns 
 nothing. But I can look at the ticket and it shows the value that I 
 would expect there. 

Kurt Engle 
Network Engineer 
Eugene 4J Schools 


From: Thomas Sibley t...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Tuesday, December 14, 2010 11:04:10 AM 
Subject: Re: [rt-users] notification 

On 14 Dec 2010 13:53, Kurt Engle wrote: 
 I have tried FirstCustomFieldValue('NotifyEmail') but it returns 
 nothing. But I can look at the ticket and it shows the value that I 
 would expect there. 
 
 FirstCustomFieldValues('NotifyEmail') returns this in the log file: 
 Template parsing error: RT::Ticket::FirstCustomFieldValues Unimplemented 
 in Text::Template::GEN14. 

It's not plural. 

Thomas 

Re: [rt-users] notification

[Kurt Engle]

So here is the code that I am working with inside my template: 
Script: 
Condition: On Create 
Action: Notify Other Recipients 
Template: My Notify 
Stage: TransactionBatch 

'My Notify' code 
--- 
{ 
my $trans = $self-TransactionObj; 
my $ticket = $self-TicketObj; 
my $cf = new RT::CustomField($RT::SystemUser); 
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building); 
return 0 unless $cf-id; 
my $cfvalue = $ticket-FirstCustomFieldValue('Building'); 

my $to_address = ; 

if ($cfvalue =~ /Sheldon/) { 
$to_address = sheldonhd; 
} 
elsif ($cfvalue =~ /North/) { 
$to_address = northhd; 
} 
elsif ($cfvalue =~ /South/) { 
$to_address = southhd; 
} 
elsif ($cfvalue =~ /Churchill/) { 
$to_address = churchillhd; 
} 
elsif ($cfvalue =~ /Kennedy/) { 
$to_address = kennedyhd; 
} 
elsif ($cfvalue =~ /Kelly/) { 
$to_address = kellyhd; 
} 
elsif ($cfvalue =~ /Computer/) { 
$to_address = engle; 
else { 
$to_address= rubble; 
} 
return 1; 
} 


To: {$to_addre...@4j.lane.edu} 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 
-- 

In my debug log, I am not even seeing the script being called that contains 
this template. If I strip everything above the 'To:' field, the scrip and 
template gets called but the e-mail is not sent even when I hard code the 
e-mail address. 



Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Friday, December 10, 2010 12:23:28 PM 
Subject: Re: [rt-users] notification 

On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote: 
 Kevin, 
 The template would look like this: 

Kenn 

I'm perfectly able to write the scrip and template in question, but 
since Kurt has a half-working template I was curious what *he* was 
doing. Involving a CustomField seems like a bit of overkill. 

-kevin 

 To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1]lbl.gov 
 Subject: Request Titled: {$Ticket-Subject} is ready to Migrate! 
 
 A scrip based on whatever condition would do this: 
 
 my $trans = $self-TransactionObj; 
 my $ticket = $self-TicketObj; 
 my $cf_obj = new RT::CustomField($RT::SystemUser); 
 my $cf_name = ToOverride; 
 
 if condition is A 
 $my $cf_value = the To address you want for A condition; 
 elsif condition is B 
 $my $cf_value = the To address you want for B condition; 
 
 and on and on till you're thru. 
 
 then, set the Custom Field as the last piece of action code: 
 
 $cf_obj-LoadByName(Name=$cf_name); 
 $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n ); 
 $ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value, 
 RecordTransaction=0 ); 
 
 return 1; 
 
 Then write a notification scrip to use the new template based on your 
 conditions. 
 Use TransactioBatch for both scrips. 
 
 Hope this helps. 
 
 Kenn 
 LBNL 
 
 On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone 
 [2]falc...@bestpractical.com wrote: 
 
 On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote: 
  Actually found a nice example of creating a template to send out an e-mail. 
  RTFM 
  
  However, I am having a bit of a problem constructing the To: field. 
  Basically, I have a 
  varialble '$toAddress' that is set to an e-mail address by some prior code. 
 
 Where in the code is it set. It would really need to be in that 
 template 
  Here is my template code to construct the To: field: 
  To: { $toAddress } 
  Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()} 
  A new ticket has been created for you in the HelpDesk Queue. 
  
  { $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() } 
  
  However, I keep getting 'recipient not found'. 
 
 In debug logging mode, RT will actually dump copies of the email being 
 processed into the logs, which would show you the To: 
 
 Please note that if To: is your email address and you're the actor on 
 this ticket while testing, you may have told RT not to send you email 
 in that case using $NotifyActor 
 -kevin 
 
  
 --
  
  
  From: Kevin Falcone [3]falc...@bestpractical.com 
  To: [4]rt-us...@lists.bestpractical.com 
  Sent: Friday, December 10, 2010 10:03:04 AM 
  Subject: Re: [rt-users] notification 
  
  On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote: 
   That is correct. But how do I make use of the RT::Action::SendEmail 
   module to send the 
   notification incorporating my To: field. Or is there a better way to send 
   out a custom 
   notification? 
  
  You use one of the standard Notify actions and a custom template. You 
  don't write any code in the action and you don't call the action 
  directly. 
  
  -kevin 
  
   From: Kevin Falcone [5]falc...@bestpractical.com 
   To: [6]rt-us...@lists.bestpractical.com 
   Sent: Friday, December 10, 2010 8:59:25 AM 
   Subject: Re: [rt-users] notification 
   
   On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote: 
I am

Re: [rt-users] notification

[Kurt Engle]

I have removed the blank lines, thank you for that tip. I am sending in the 
'ticket' as a user other than myself and I am trying to notify someone other 
than myself. I am still not seeing the scrip being run. 

But, if I put the following code in the template: 
- 
{my $to_address = username } 
To: {$to_addre...@4j.lane.edu 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 
-- 

The script that uses this template gets run but I get an error on the 
recipients. I am trying to create a simple test that will successfully sendout 
e-mail, then I can start trying to figure out why my code is broken. 


Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: Kurt Engle en...@4j.lane.edu 
Sent: Monday, December 13, 2010 11:34:58 AM 
Subject: Re: [rt-users] notification 

On Mon, Dec 13, 2010 at 11:15:33AM -0800, Kurt Engle wrote: 
 So here is the code that I am working with inside my template: 
 } 
 
 
 To: {$to_addre...@4j.lane.edu} 
 Subject: New Ticket #{ $Ticket-Id() } has been created 
 
 Time to go to work 
 -- 
 
 In my debug log, I am not even seeing the script being called that 
 contains this template. If I strip everything above the 'To:' field, 
 the scrip and template gets called but the e-mail is not sent even 
 when I hard code the e-mail address. 

You can't have blank lines above To: 

Headers need to be the first lines in the template (after your code) 
Having blank lines like that means that the To: is going in the body 

Also, I believe we asked about NotifyActor. If you're testing as 
yourself and emailing yourself RT will not notify you based on the 
setting of that variable 

-kevin 

Re: [rt-users] notification

[Kevin Falcone]

On Mon, Dec 13, 2010 at 11:50:53AM -0800, Kurt Engle wrote:
I have removed the blank lines, thank you for that tip. I am sending in 
 the 'ticket' as a user
other than myself and I am trying to notify someone other than myself. I 
 am still not seeing
the scrip being run.
 
But, if I put the following code in the template:
-
{my $to_address = username }
To: {$to_addre...@4j.lane.edu
Subject: New Ticket #{ $Ticket-Id() } has been created
 
Time to go to work
--
 
The script that uses this template gets run but I get an error on the 
 recipients. I am trying
to create a simple test that will successfully sendout e-mail, then I can 
 start trying to
figure out why my code is broken.

Please include the error


pgpvqFqhX0d4X.pgp
Description: PGP signature

Re: [rt-users] notification

[Kenneth Crocker]

Kurt,

Not sure why you start the scrip with a { and end with one. Just start
with the my $trans=.

Your code should be in the Prep Action and you should add this at the end
of the code you've got:

else {
 $to_address= rubble;

### after the above line, the code should look like this: 

# copy value of To_Address to Custom Field Whatever you named it

my $cf_name = Whatever it is;

$cf_obj-LoadByName( Name = $cf_name );
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$to_address,
RecordTransaction=0);

return 1;

Then make sure the Cleanup Action ends with a return 1; or the scrip
doesn't finish.
Also, not sure why you start the scrip with a { and end with one. Just
start with the my $trans=.


The Template should refer to the value in the CF you created for the To
Address, like this:

To: {$Ticket-FirstCustomFieldValue('To Address Value')}...@4j.lane.edu
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate or
whatever

That should do it.

Kenn
LBNL
On Mon, Dec 13, 2010 at 11:15 AM, Kurt Engle en...@4j.lane.edu wrote:

 So here is the code that I am working with inside my template:
 Script:
 Condition: On Create
 Action: Notify Other Recipients
 Template:  My Notify
 Stage: TransactionBatch

 'My Notify' code
 ---
 {
 my $trans = $self-TransactionObj;
 my $ticket = $self-TicketObj;
 my $cf = new RT::CustomField($RT::SystemUser);
 $cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building);
 return 0 unless $cf-id;
 my $cfvalue = $ticket-FirstCustomFieldValue('Building');

 my $to_address = ;

 if ($cfvalue =~ /Sheldon/) {
  $to_address = sheldonhd;
 }
 elsif ($cfvalue =~ /North/) {
  $to_address = northhd;
 }
 elsif ($cfvalue =~ /South/) {
  $to_address = southhd;
 }
 elsif ($cfvalue =~ /Churchill/) {
  $to_address = churchillhd;
 }
 elsif ($cfvalue =~ /Kennedy/) {
  $to_address = kennedyhd;
 }
 elsif ($cfvalue =~ /Kelly/) {
  $to_address = kellyhd;
 }
 elsif ($cfvalue =~ /Computer/) {
  $to_address = engle;
 else {
  $to_address= rubble;
 }
 return 1;
 }


 To: {$to_addre...@4j.lane.edu to_address...@4j.lane.edu}
 Subject: New Ticket #{ $Ticket-Id() } has been created

 Time to go to work
 --

 In my debug log, I am not even seeing the script being called that contains
 this template. If I strip everything above the 'To:' field, the scrip and
 template gets called but the e-mail is not sent even when I hard code the
 e-mail address.



 Kurt Engle

 --
 *From: *Kevin Falcone falc...@bestpractical.com
 *To: *rt-us...@lists.bestpractical.com
 *Sent: *Friday, December 10, 2010 12:23:28 PM
 *Subject: *Re: [rt-users] notification

 On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote:
 Kevin,
 The template would look like this:

 Kenn

 I'm perfectly able to write the scrip and template in question, but
 since Kurt has a half-working template I was curious what *he* was
 doing.  Involving a CustomField seems like a bit of overkill.

 -kevin

 To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1]lbl.gov
 Subject: Request Titled: {$Ticket-Subject} is ready to Migrate!
 
 A scrip based on whatever condition would do this:
 
 my $trans = $self-TransactionObj;
 my $ticket = $self-TicketObj;
 my $cf_obj = new RT::CustomField($RT::SystemUser);
 my $cf_name = ToOverride;
 
 if condition is A
 $my $cf_value = the To address you want for A condition;
 elsif condition is B
 $my $cf_value = the To address you want for B condition;
 
 and on and on till you're thru.
 
 then, set the Custom Field as the last piece of action code:
 
 $cf_obj-LoadByName(Name=$cf_name);
 $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n );
 $ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
 RecordTransaction=0 );
 
 return 1;
 
 Then write a notification scrip to use the new template based on your
 conditions.
 Use TransactioBatch for both scrips.
 
 Hope this helps.
 
 Kenn
 LBNL
 
 On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone [2]
 falc...@bestpractical.com wrote:
 
   On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote:
Actually found a nice example of creating a template to send out
 an e-mail. RTFM
   
However, I am having a bit of a problem constructing the To:
 field. Basically, I have a
varialble '$toAddress' that is set to an e-mail address by some
 prior code.
 
   Where in the code is it set. It would really need to be in that
   template
Here is my template code to construct the To: field:
To: { $toAddress }
Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
A new ticket has been created for you in the HelpDesk Queue.
   
{ $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id

Re: [rt-users] notification

[Kurt Engle]

This code was entered in a template not a script. I was trying Kevin's 
suggestion with doing it all in one go. I figure that if I can capture the 
CustomField in the template code and test on that value to return my 
$to_address, then I am pretty much set to create my outgoing e-mail at the same 
time. 



Kurt Engle 
Network Engineer 
Eugene 4J Schools 


From: Kenneth Crocker kfcroc...@lbl.gov 
To: rt-users@lists.bestpractical.com 
Sent: Monday, December 13, 2010 12:12:50 PM 
Subject: Re: [rt-users] notification 

Kurt, 

Not sure why you start the scrip with a { and end with one. Just start with 
the my $trans=. 

Your code should be in the Prep Action and you should add this at the end of 
the code you've got: 

else { 
$to_address= rubble; 

### after the above line, the code should look like this:  

# copy value of To_Address to Custom Field Whatever you named it 

my $cf_name = Whatever it is; 

$cf_obj-LoadByName( Name = $cf_name ); 
$RT::Logger-debug( Loaded \$cf_obj-Name = . $cf_obj-Name() .\n ); 
$ticket-AddCustomFieldValue(Field=$cf_obj, Value=$to_address, 
RecordTransaction=0); 

return 1; 

Then make sure the Cleanup Action ends with a return 1; or the scrip 
doesn't finish. 
Also, not sure why you start the scrip with a { and end with one. Just start 
with the my $trans=. 


The Template should refer to the value in the CF you created for the To 
Address, like this: 

To: {$Ticket-FirstCustomFieldValue('To Address Value')}@ 4j.lane.edu 
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate or whatever 

That should do it. 

Kenn 
LBNL 

On Mon, Dec 13, 2010 at 11:15 AM, Kurt Engle  en...@4j.lane.edu  wrote: 




So here is the code that I am working with inside my template: 
Script: 
Condition: On Create 
Action: Notify Other Recipients 
Template: My Notify 
Stage: TransactionBatch 

'My Notify' code 
--- 
{ 
my $trans = $self-TransactionObj; 
my $ticket = $self-TicketObj; 
my $cf = new RT::CustomField($RT::SystemUser); 
$cf-LoadByName(Queue = $ticket-QueueObj-id,Name = Building); 
return 0 unless $cf-id; 
my $cfvalue = $ticket-FirstCustomFieldValue('Building'); 

my $to_address = ; 

if ($cfvalue =~ /Sheldon/) { 
$to_address = sheldonhd; 
} 
elsif ($cfvalue =~ /North/) { 
$to_address = northhd; 
} 
elsif ($cfvalue =~ /South/) { 
$to_address = southhd; 
} 
elsif ($cfvalue =~ /Churchill/) { 
$to_address = churchillhd; 
} 
elsif ($cfvalue =~ /Kennedy/) { 
$to_address = kennedyhd; 
} 
elsif ($cfvalue =~ /Kelly/) { 
$to_address = kellyhd; 
} 
elsif ($cfvalue =~ /Computer/) { 
$to_address = engle; 
else { 
$to_address= rubble; 
} 
return 1; 
} 


To: {$ to_addre...@4j.lane.edu } 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 
-- 

In my debug log, I am not even seeing the script being called that contains 
this template. If I strip everything above the 'To:' field, the scrip and 
template gets called but the e-mail is not sent even when I hard code the 
e-mail address. 



Kurt Engle 


From: Kevin Falcone  falc...@bestpractical.com  
To: rt-users@lists.bestpractical.com 
Sent: Friday, December 10, 2010 12:23:28 PM 
Subject: Re: [rt-users] notification 

On Fri, Dec 10, 2010 at 12:08:05PM -0800, Kenneth Crocker wrote: 
 Kevin, 
 The template would look like this: 

Kenn 

I'm perfectly able to write the scrip and template in question, but 
since Kurt has a half-working template I was curious what *he* was 
doing. Involving a CustomField seems like a bit of overkill. 

-kevin 

 To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@[1] lbl.gov 
 Subject: Request Titled: {$Ticket-Subject} is ready to Migrate! 
 
 A scrip based on whatever condition would do this: 
 
 my $trans = $self-TransactionObj; 
 my $ticket = $self-TicketObj; 
 my $cf_obj = new RT::CustomField($RT::SystemUser); 
 my $cf_name = ToOverride; 
 
 if condition is A 
 $my $cf_value = the To address you want for A condition; 
 elsif condition is B 
 $my $cf_value = the To address you want for B condition; 
 
 and on and on till you're thru. 
 
 then, set the Custom Field as the last piece of action code: 
 
 $cf_obj-LoadByName(Name=$cf_name); 
 $RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n ); 
 $ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value, 
 RecordTransaction=0 ); 
 
 return 1; 
 
 Then write a notification scrip to use the new template based on your 
 conditions. 
 Use TransactioBatch for both scrips. 
 
 Hope this helps. 
 
 Kenn 
 LBNL 
 
 On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone [2] 
 falc...@bestpractical.com  wrote: 
 
 On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote: 
  Actually found a nice example of creating a template to send out an e-mail. 
  RTFM 
  
  However, I am having a bit of a problem constructing the To: field. 
  Basically, I have a 
  varialble '$toAddress' that is set to an e-mail address by some prior code. 
 
 Where in the code is it set

Re: [rt-users] notification

[Kurt Engle]

The error that I am getting is: 

[Mon Dec 13 22:05:45 2010] [info]: 
rt-3.8.8-18199-1292277945-1004.587-2...@4j.lane.edu #587/7702 - Scrip 26 
Email TSS from Template (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300) 
[Mon Dec 13 22:05:45 2010] [info]: 
rt-3.8.8-18199-1292277945-1004.587-2...@4j.lane.edu No recipients found. Not 
sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:352) 

Here are the details for scrip #26: 
Condition: On Create 
Action: Notify Other Recipients 
Template: My Notify 
Stage: TransactionBatch 

The code that generated this error in my template is: 
{ my $to_address = rubble; } 
To: {$to_addre...@4j.lane.edu 
Subject: New Ticket #{ $Ticket-Id() } has been created 

Time to go to work 

I really appreciate your help with this. Once I get this solved, RT will 
provide some much needed customization for our environment. 

Thanks, 

Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Monday, December 13, 2010 12:11:12 PM 
Subject: Re: [rt-users] notification 

On Mon, Dec 13, 2010 at 11:50:53AM -0800, Kurt Engle wrote: 
 I have removed the blank lines, thank you for that tip. I am sending in the 
 'ticket' as a user 
 other than myself and I am trying to notify someone other than myself. I am 
 still not seeing 
 the scrip being run. 
 
 But, if I put the following code in the template: 
 - 
 {my $to_address = username } 
 To: {$to_addre...@4j.lane.edu 
 Subject: New Ticket #{ $Ticket-Id() } has been created 
 
 Time to go to work 
 -- 
 
 The script that uses this template gets run but I get an error on the 
 recipients. I am trying 
 to create a simple test that will successfully sendout e-mail, then I can 
 start trying to 
 figure out why my code is broken. 

Please include the error 

Re: [rt-users] notification

[Kevin Falcone]

On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
I am looking for a way to send an email from RT to a specified e-mail 
 address that is not an
account in RT or associated with the ticket as a requestor, watcher, CC:, 
 BCC:...etc
 
I have the logic down to specify the e-mail address and have some nasty 
 perl code to actually
send the e-mail. But, it seems that RT has some internal module(s) that 
 handle what the nasty
perl code is doing.
 
I can see the RT::Action:SendEmail module, but how do I incorporate that 
 into a script that
allows me to do what I am looking to do?

Sounds like you actually just want to use a normal Notify action, but
have the template contain your ugly logic that sets up the To: line
based on your perl code

-kevin


pgp1cBfIgCJh3.pgp
Description: PGP signature

Re: [rt-users] notification

[Kurt Engle]

That is correct. But how do I make use of the RT::Action::SendEmail module to 
send the notification incorporating my To: field. Or is there a better way to 
send out a custom notification? 

Thanks for the help, 

Kurt Engle 


From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Friday, December 10, 2010 8:59:25 AM 
Subject: Re: [rt-users] notification 

On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote: 
 I am looking for a way to send an email from RT to a specified e-mail address 
 that is not an 
 account in RT or associated with the ticket as a requestor, watcher, CC:, 
 BCC:...etc 
 
 I have the logic down to specify the e-mail address and have some nasty perl 
 code to actually 
 send the e-mail. But, it seems that RT has some internal module(s) that 
 handle what the nasty 
 perl code is doing. 
 
 I can see the RT::Action:SendEmail module, but how do I incorporate that into 
 a script that 
 allows me to do what I am looking to do? 

Sounds like you actually just want to use a normal Notify action, but 
have the template contain your ugly logic that sets up the To: line 
based on your perl code 

-kevin 

Re: [rt-users] notification

[Kevin Falcone]

On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote:
That is correct. But how do I make use of the RT::Action::SendEmail module 
 to send the
notification incorporating my To: field. Or is there a better way to send 
 out a custom
notification?

You use one of the standard Notify actions and a custom template.  You
don't write any code in the action and you don't call the action
directly.

-kevin

From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 8:59:25 AM
Subject: Re: [rt-users] notification
 
On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
I am looking for a way to send an email from RT to a specified e-mail 
 address that is not
an
account in RT or associated with the ticket as a requestor, watcher, 
 CC:, BCC:...etc

I have the logic down to specify the e-mail address and have some 
 nasty perl code to
actually
send the e-mail. But, it seems that RT has some internal module(s) 
 that handle what the
nasty
perl code is doing.

I can see the RT::Action:SendEmail module, but how do I incorporate 
 that into a script
that
allows me to do what I am looking to do?
 
Sounds like you actually just want to use a normal Notify action, but
have the template contain your ugly logic that sets up the To: line
based on your perl code
 
-kevin


pgpjVl27jT3Fv.pgp
Description: PGP signature

Re: [rt-users] notification

[Kurt Engle]

Actually found a nice example of creating a template to send out an e-mail. 
RTFM 

However, I am having a bit of a problem constructing the To: field. Basically, 
I have a varialble '$toAddress' that is set to an e-mail address by some prior 
code. 

Here is my template code to construct the To: field: 
To: { $toAddress } 
Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()} 
A new ticket has been created for you in the HelpDesk Queue. 

{ $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() } 

However, I keep getting 'recipient not found'. 

Kurt Engle 



From: Kevin Falcone falc...@bestpractical.com 
To: rt-users@lists.bestpractical.com 
Sent: Friday, December 10, 2010 10:03:04 AM 
Subject: Re: [rt-users] notification 

On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote: 
 That is correct. But how do I make use of the RT::Action::SendEmail module to 
 send the 
 notification incorporating my To: field. Or is there a better way to send out 
 a custom 
 notification? 

You use one of the standard Notify actions and a custom template. You 
don't write any code in the action and you don't call the action 
directly. 

-kevin 

 From: Kevin Falcone falc...@bestpractical.com 
 To: rt-users@lists.bestpractical.com 
 Sent: Friday, December 10, 2010 8:59:25 AM 
 Subject: Re: [rt-users] notification 
 
 On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote: 
  I am looking for a way to send an email from RT to a specified e-mail 
  address that is not 
 an 
  account in RT or associated with the ticket as a requestor, watcher, CC:, 
  BCC:...etc 
  
  I have the logic down to specify the e-mail address and have some nasty 
  perl code to 
 actually 
  send the e-mail. But, it seems that RT has some internal module(s) that 
  handle what the 
 nasty 
  perl code is doing. 
  
  I can see the RT::Action:SendEmail module, but how do I incorporate that 
  into a script 
 that 
  allows me to do what I am looking to do? 
 
 Sounds like you actually just want to use a normal Notify action, but 
 have the template contain your ugly logic that sets up the To: line 
 based on your perl code 
 
 -kevin 

Re: [rt-users] notification

[Kenneth Crocker]

Kurt,

Here's a suggestion:

1) Create a CustomField that will hold the To: Address you create from
your scrip.
2) Make the privileges for that CF so no one can see it or modify it (RT
will be able to in the scrip). This way the CF does clutter up ticket
display.
3) Build a template to pull the value of that customField into the To:
address.
4) Create a notification scrip to use that template, action Notify Others
based on your required condition.

That should work.

Kenn
LBNL

On Fri, Dec 10, 2010 at 11:07 AM, Kurt Engle en...@4j.lane.edu wrote:

 Actually found a nice example of creating a template to send out an e-mail.
 RTFM

 However, I am having a bit of a problem constructing the To: field.
 Basically, I have a varialble '$toAddress' that is set to an e-mail address
 by some prior code.

 Here is my template code to construct the To: field:
 To: { $toAddress }
 Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
 A new ticket has been created for you in the HelpDesk Queue.

 { $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() }

 However, I keep getting 'recipient not found'.

 Kurt Engle


 --
 *From: *Kevin Falcone falc...@bestpractical.com
 *To: *rt-us...@lists.bestpractical.com
 *Sent: *Friday, December 10, 2010 10:03:04 AM

 *Subject: *Re: [rt-users] notification

 On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote:
 That is correct. But how do I make use of the RT::Action::SendEmail
 module to send the
 notification incorporating my To: field. Or is there a better way to
 send out a custom
 notification?

 You use one of the standard Notify actions and a custom template.  You
 don't write any code in the action and you don't call the action
 directly.

 -kevin

 From: Kevin Falcone falc...@bestpractical.com
 To: rt-users@lists.bestpractical.com
 Sent: Friday, December 10, 2010 8:59:25 AM
 Subject: Re: [rt-users] notification
 
 On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
 I am looking for a way to send an email from RT to a specified
 e-mail address that is not
 an
 account in RT or associated with the ticket as a requestor,
 watcher, CC:, BCC:...etc
 
 I have the logic down to specify the e-mail address and have some
 nasty perl code to
 actually
 send the e-mail. But, it seems that RT has some internal
 module(s) that handle what the
 nasty
 perl code is doing.
 
 I can see the RT::Action:SendEmail module, but how do I
 incorporate that into a script
 that
 allows me to do what I am looking to do?
 
 Sounds like you actually just want to use a normal Notify action, but
 have the template contain your ugly logic that sets up the To: line
 based on your perl code
 
 -kevin

Re: [rt-users] notification

[Kevin Falcone]

On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote:
Actually found a nice example of creating a template to send out an 
 e-mail. RTFM
 
However, I am having a bit of a problem constructing the To: field. 
 Basically, I have a
varialble '$toAddress' that is set to an e-mail address by some prior code.

Where in the code is it set.  It would really need to be in that
template

Here is my template code to construct the To: field:
To: { $toAddress }
Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
A new ticket has been created for you in the HelpDesk Queue.
 
{ $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() }
 
However, I keep getting 'recipient not found'.

In debug logging mode, RT will actually dump copies of the email being
processed into the logs, which would show you the To:

Please note that if To: is your email address and you're the actor on
this ticket while testing, you may have told RT not to send you email
in that case using $NotifyActor

-kevin


 --
 
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 10:03:04 AM
Subject: Re: [rt-users] notification
 
On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote:
That is correct. But how do I make use of the RT::Action::SendEmail 
 module to send the
notification incorporating my To: field. Or is there a better way to 
 send out a custom
notification?
 
You use one of the standard Notify actions and a custom template.  You
don't write any code in the action and you don't call the action
directly.
 
-kevin
 
From: Kevin Falcone falc...@bestpractical.com
To: rt-users@lists.bestpractical.com
Sent: Friday, December 10, 2010 8:59:25 AM
Subject: Re: [rt-users] notification

On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
I am looking for a way to send an email from RT to a specified 
 e-mail address that
is not
an
account in RT or associated with the ticket as a requestor, 
 watcher, CC:,
BCC:...etc

I have the logic down to specify the e-mail address and have 
 some nasty perl code to
actually
send the e-mail. But, it seems that RT has some internal 
 module(s) that handle what
the
nasty
perl code is doing.

I can see the RT::Action:SendEmail module, but how do I 
 incorporate that into a
script
that
allows me to do what I am looking to do?

Sounds like you actually just want to use a normal Notify action, but
have the template contain your ugly logic that sets up the To: line
based on your perl code

-kevin


pgpFVfEubFWey.pgp
Description: PGP signature

Re: [rt-users] notification

[Kenneth Crocker]

Kevin,

The template would look like this:

To: {$Ticket-FirstCustomFieldValue('ToOverride')}...@lbl.gov
Subject: Request Titled: {$Ticket-Subject} is ready to Migrate!

A scrip based on whatever condition would do this:

my $trans = $self-TransactionObj;
my $ticket = $self-TicketObj;
my $cf_obj = new RT::CustomField($RT::SystemUser);
my $cf_name = ToOverride;

if  condition is A
   $my $cf_value = the To address you want for A condition;
elsif condition is B
   $my $cf_value = the To address you want for B condition;

and on and on till you're thru.

then, set the Custom Field as the last piece of action code:

$cf_obj-LoadByName(Name=$cf_name);
$RT::Logger-debug(Loaded\$cf_obj-Name = . $cf_obj-Name() .\n );
$ticket-AddCustomFieldValue( Field=$cf_obj, Value=$cf_value,
RecordTransaction=0 );

return 1;


Then write a notification scrip to use the new template based on your
conditions.
Use TransactioBatch for both scrips.

Hope this helps.

Kenn
LBNL

On Fri, Dec 10, 2010 at 11:55 AM, Kevin Falcone
falc...@bestpractical.comwrote:

 On Fri, Dec 10, 2010 at 11:07:32AM -0800, Kurt Engle wrote:
 Actually found a nice example of creating a template to send out an
 e-mail. RTFM
 
 However, I am having a bit of a problem constructing the To: field.
 Basically, I have a
 varialble '$toAddress' that is set to an e-mail address by some prior
 code.

 Where in the code is it set.  It would really need to be in that
 template

 Here is my template code to construct the To: field:
 To: { $toAddress }
 Subject: Ticket #{ $Ticket-Id()} {$Ticket-Subject()}
 A new ticket has been created for you in the HelpDesk Queue.
 
 { $RT::WebURL } Ticket/Display.html?id={ $Ticket-Id() }
 
 However, I keep getting 'recipient not found'.

 In debug logging mode, RT will actually dump copies of the email being
 processed into the logs, which would show you the To:

 Please note that if To: is your email address and you're the actor on
 this ticket while testing, you may have told RT not to send you email
 in that case using $NotifyActor

 -kevin

 
  
 --
 
 From: Kevin Falcone falc...@bestpractical.com
 To: rt-users@lists.bestpractical.com
 Sent: Friday, December 10, 2010 10:03:04 AM
 Subject: Re: [rt-users] notification
 
 On Fri, Dec 10, 2010 at 09:55:07AM -0800, Kurt Engle wrote:
 That is correct. But how do I make use of the
 RT::Action::SendEmail module to send the
 notification incorporating my To: field. Or is there a better way
 to send out a custom
 notification?
 
 You use one of the standard Notify actions and a custom template.  You
 don't write any code in the action and you don't call the action
 directly.
 
 -kevin
 
 From: Kevin Falcone falc...@bestpractical.com
 To: rt-users@lists.bestpractical.com
 Sent: Friday, December 10, 2010 8:59:25 AM
 Subject: Re: [rt-users] notification
 
 On Thu, Dec 09, 2010 at 11:42:03AM -0800, Kurt Engle wrote:
 I am looking for a way to send an email from RT to a
 specified e-mail address that
 is not
 an
 account in RT or associated with the ticket as a requestor,
 watcher, CC:,
 BCC:...etc
 
 I have the logic down to specify the e-mail address and have
 some nasty perl code to
 actually
 send the e-mail. But, it seems that RT has some internal
 module(s) that handle what
 the
 nasty
 perl code is doing.
 
 I can see the RT::Action:SendEmail module, but how do I
 incorporate that into a
 script
 that
 allows me to do what I am looking to do?
 
 Sounds like you actually just want to use a normal Notify action,
 but
 have the template contain your ugly logic that sets up the To:
 line
 based on your perl code
 
 -kevin

[rt-users] notification

[Kurt Engle]

I am looking for a way to send an email from RT to a specified e-mail address 
that is not an account in RT or associated with the ticket as a requestor, 
watcher, CC:, BCC:...etc 

I have the logic down to specify the e-mail address and have some nasty perl 
code to actually send the e-mail. But, it seems that RT has some internal 
module(s) that handle what the nasty perl code is doing. 

I can see the RT::Action:SendEmail module, but how do I incorporate that into a 
script that allows me to do what I am looking to do? 


Thanks, 


Kurt Engle 

Re: [rt-users] Notification to new owner when case take

[JohannS]

thanks, I have enabled this setting but since it is global this is causing
some problems...

When a client replies back to an email that was send out to them, they get
another email back with their message that was typed, so the same for the RT
users.

Is there any way to stop this, would have been so much easier if the
notifyactor was in the action list for scripts :)

Thanks
Johann



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Re: [rt-users] Notification to new owner when case take

[JohannS]

Hi Ruslan.
Thank you for the information, but i cannot seem to find the NotifyActor, is
this is a custom action?
Thanks
Johann



Ruslan Zakirov-2 wrote:
 
 NotifyActor
 
 On Sat, Nov 22, 2008 at 1:46 AM, JohannS [EMAIL PROTECTED]
 wrote:
 Hi. We have RT 3.8.6 currently installed. I am trying to setup a script
 that
 will notify the owner who just click the button take, to assign the
 case
 to themselves. The normal script of condition on create or on owner
 change does not send an email to the new owner. However if you change
 the
 owner through the basics window the script is fired, but Take has some
 other kind of condition or flags. ANy help would be appreciated. Thanks
 Johann
 
 View this message in context: Notification to new owner when case take
 Sent from the Request Tracker - User mailing list archive at Nabble.com.

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Re: [rt-users] Notification to new owner when case take

[Emmanuel Lacour]

On Tue, Dec 02, 2008 at 12:17:54PM -0800, JohannS wrote:
 
 Hi Ruslan.
 Thank you for the information, but i cannot seem to find the NotifyActor, is
 this is a custom action?


It's an option in RT config file (RT_Config.pm), the comment assiociated
explain it's meaning :)


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Re: [rt-users] Notification to new owner when case take

[Ruslan Zakirov]

NotifyActor

On Sat, Nov 22, 2008 at 1:46 AM, JohannS [EMAIL PROTECTED] wrote:
 Hi. We have RT 3.8.6 currently installed. I am trying to setup a script that
 will notify the owner who just click the button take, to assign the case
 to themselves. The normal script of condition on create or on owner
 change does not send an email to the new owner. However if you change the
 owner through the basics window the script is fired, but Take has some
 other kind of condition or flags. ANy help would be appreciated. Thanks
 Johann
 
 View this message in context: Notification to new owner when case take
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[rt-users] Notification to new owner when case take

[JohannS]

Hi.
We have RT 3.8.6 currently installed.
I am trying to setup a script that will notify the owner who just click the
button take, to assign the case to themselves.

The normal script of condition on create or on owner change does not
send an email to the new owner.

However if you change the owner through the basics window the script is
fired, but Take has some other kind of condition or flags.

ANy help would be appreciated.
Thanks
Johann
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Re: [rt-users] Notification problem

[Jesse Vincent]

On Jun 27, 2007, at 11:49 PM, Kenneth Crocker wrote:


To all,


	I was under the assumption that any global scrip applied to all  
queues, but that if one created a queue only scrip with the same  
name, the global scrip would be ignored.


Templates yes, Scrips, no.

-j


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Re: [rt-users] Notification problem

[Forrest Blount]

Hi Kenn-- we have a similar situation.  I'm getting around it by using 
the following as a custom condition on the global scrip (I have no idea 
if your idea re: local scrips of same name super-ceding global scrips).


Obviously this particular bit of code is for transactions where tickets 
are being resolved-- depending on the global scrip you may want to tweak 
that as well.


# test if the ticket is being resolved and in the /queuename/(queue name 
must be case sensitive)

# if it is, don't run the scrip, if it isn't, run it
if (($self-TransactionObj-NewValue eq resolved) 
($self-TransactionObj-Type eq Status) 
($self-TicketObj-QueueObj-Name ne /queuename/))
{
return 1;
} else {
return undef;
}

Forrest

Kenneth Crocker wrote:

To all,


I was under the assumption that any global scrip applied to all 
queues, but that if one created a queue only scrip with the same 
name, the global scrip would be ignored. I have a global scrip that 
states:


name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate

I have duplicated this scrip by name for queue GL:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate

The difference is the as comment part. I thought the as 
comment meant that an E_mail will NOT go out (otherwise, why have 
that difference?). I made this second scrip because out of 50+ queues, 
the owner of the GL queue does not want this type of notification. So, 
I thought by creating the second scrip, it would resolve the problem. 
IT doesn't work. The AdminCc and the CC watchers still get E_mail on 
correspondence. Anyone have a clue as to why? Thanks.



Kenn
LBNL
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Re: [rt-users] Notification problem

[Stephen Turner]

At Wednesday 6/27/2007 05:49 PM, Kenneth Crocker wrote:

To all,


I was under the assumption that any global scrip applied to 
all queues, but that if one created a queue only scrip with the 
same name, the global scrip would be ignored. I have a global scrip 
that states:


name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients
template: global template: correspondence
stage: TransactionCreate

I have duplicated this scrip by name for queue GL:

name: Notify other recipients on correspond
condition: on correspond
action: notify other recipients as comment
template: global template: correspondence
stage: TransactionCreate

The difference is the as comment part. I thought the as 
comment meant that an E_mail will NOT go out (otherwise, why have 
that difference?). I made this second scrip because out of 50+ 
queues, the owner of the GL queue does not want this type of 
notification. So, I thought by creating the second scrip, it would 
resolve the problem. IT doesn't work. The AdminCc and the CC 
watchers still get E_mail on correspondence. Anyone have a clue as 
to why? Thanks.



Kenn
LBNL


Hello Kenn,

Neither of these scrips should notify watchers - 'other recipients' 
are one-time recipients that you'd type on the reply screen. So I'd 
say the notifications you see are coming from another scrip.


Also - as comment means that the mail will be sent with the queue's 
comment address as the return address. So if someone replies, their 
reply will come back to the ticket as a comment.


Steve 


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