Unfortunately, it's still not sending the custom template as a reply after it resolves the ticket.
Is this correct? I don't remember having a separate scrip to send the template separately from resolving. Description: Resolve all tickets in this queue Condition: On create Action: User Defined Template: Global template: group addition Stage: TransactionCreate Custom condition: <blank> Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->SetStatus('resolved'); return 1; ________________________________ From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Wednesday, September 09, 2009 3:09 PM To: Lander, Scott; rt-users@lists.bestpractical.com Subject: Re: [rt-users] sanity check on a scrip/custom flow Brilliant! I did not have that line. I lost my SiteConfig in the major crash we had. Don't even ask why this machine only had a single HDD. Thank you! ________________________________ From: Lander, Scott [mailto:slan...@hearstsc.com] Sent: Wednesday, September 09, 2009 3:00 PM To: Kimberly McKinnis Subject: RE: sanity check on a scrip/custom flow Did you forget to Set($AutoCreateNonExternalUsers, 1); in etc/RT_SiteConfig.pm, perhaps? ________________________________ From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Wednesday, September 09, 2009 5:56 PM To: Kimberly McKinnis; rt-users@lists.bestpractical.com Subject: Re: [rt-users] sanity check on a scrip/custom flow In addition, I should point out that we're running RT 3.4.5, and the following is the only logging for the transaction: [Wed Sep 9 21:52:49 2009] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - Subjectless message (/usr/lib/rt/RT/I18N.pm:226) [Wed Sep 9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396) [Wed Sep 9 21:52:49 2009] [debug]: Guessed encoding: ascii (/usr/lib/rt/RT/I18N.pm:396) [Wed Sep 9 21:52:49 2009] [debug]: About to think about scrips for transaction #16134 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:49 2009] [debug]: About to think about scrips for transaction #16135 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:49 2009] [debug]: About to think about scrips for transaction #16136 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:49 2009] [debug]: About to think about scrips for transaction #16137 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:49 2009] [debug]: About to think about scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:49 2009] [debug]: About to prepare scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:160) [Wed Sep 9 21:52:49 2009] [debug]: Found 7 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356) [Wed Sep 9 21:52:50 2009] [debug]: About to commit scrips for transaction #16138 (/usr/lib/rt/RT/Transaction_Overlay.pm:169) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-...@tivo> #579/16138 - Scrip 3 (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Wed Sep 9 21:52:50 2009] [debug]: About to think about scrips for transaction #16139 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-1610.579-...@tivo> sent To: kmckin...@tivo.com Cc: Bcc: (/usr/lib/rt/RT/Action/SendEmail.pm:297) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-...@tivo> #579/16138 - Scrip 4 (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533169-818.579-...@tivo> No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) [Wed Sep 9 21:52:50 2009] [debug]: To email was: te-accounts <te-accou...@tivo.com> ((eval 2282):4) [Wed Sep 9 21:52:50 2009] [debug]: About to think about scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:50 2009] [debug]: About to prepare scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:160) [Wed Sep 9 21:52:50 2009] [debug]: Found 2 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356) [Wed Sep 9 21:52:50 2009] [debug]: About to commit scrips for transaction #16140 (/usr/lib/rt/RT/Transaction_Overlay.pm:169) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-1...@tivo> #579/16140 - Scrip 10 (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Wed Sep 9 21:52:50 2009] [debug]: About to think about scrips for transaction #16141 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-1012.579-1...@tivo> sent To: kmckin...@tivo.com Cc: Bcc: (/usr/lib/rt/RT/Action/SendEmail.pm:297) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-2...@tivo> #579/16138 - Scrip 22 Notify Ccs on New Ticket (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Wed Sep 9 21:52:50 2009] [debug]: About to think about scrips for transaction #16142 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Wed Sep 9 21:52:50 2009] [info]: <rt-3.4.5-22811-1252533170-929.579-2...@tivo> sent To: Cc: te-accou...@tivo.com Bcc: (/usr/lib/rt/RT/Action/SendEmail.pm:297) [Wed Sep 9 21:52:50 2009] [info]: Ticket 579 created in queue 'accounts' by kmckinnis (/usr/lib/rt/RT/Ticket_Overlay.pm:730) [Wed Sep 9 21:52:51 2009] [debug]: Found a ticket ID. It's 579 (/usr/local/rt/lib/RT/Interface/Email.pm:483) [Wed Sep 9 21:52:51 2009] [crit]: RT Recieved mail (<rt-3.4.5-22811-1252533170-929.579-2...@tivo> ) from itself. (/usr/local/rt/lib/RT/Interface/Email.pm:732) [Wed Sep 9 21:52:51 2009] [crit]: RT thinks this message may be a bounce (/usr/local/rt/lib/RT/Interface/Email.pm:736) ________________________________ From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kimberly McKinnis Sent: Wednesday, September 09, 2009 2:50 PM To: rt-users@lists.bestpractical.com Subject: [rt-users] sanity check on a scrip/custom flow So a little background... this used to work. Then I rebuilt the system, and all I can think is that I missed a step somewhere. I have a queue called te-accounts. Vendors/partners email it to get an automated account set up. It's supposed to look at the domain they're emailing from, and add the user to the appropriate group. Then it is supposed to resolve the ticket, and reply to the requestor with a custom template. What's actually happening is that it opens a ticket, immediately resolves the ticket, and responds with the generic resolved template. The user is never added to any groups. I could use a sanity check on the moving parts to make sure I didn't miss something silly. Queue "accounts" allows "Everyone" and "Unpriviledged" to "CreateTicket". /etc/aliases (emails me the original request also, so I can manually intervene when it breaks) te-accounts: accounts-queue, accounts-email accounts-queue: "|/usr/bin/rt-mailgate --queue accounts --action correspond --url https://spdsupport.tivo.com/ --timeout 1000" accounts-email: kmckin...@tivo.com<mailto:kmckin...@tivo.com> accounts queue scrips: Description: Adding new users to group based on domain Condition: On Create Action: User Defined Template: Global Template: Autoreply Stage: TransactionCreate Custom condition <blank> Custom action preparation code: return 1; Custom action cleanup code: # Domains we want to move my $domains = {}; my %domain_map = ( '\...@.*\.?comcast\.com' => "comcast", '\...@.*\.?cox\.com' => "cox", '\...@.*\.?tvworks\.com' => "comcast", '\...@.*\.?tivo\.com' => "support" ); #Check each of our defined domains for a match foreach my $domainKey (keys %domain_map ){ if($self->TicketObj->RequestorAddresses =~ /^.*?${domainKey}/) { # Domain matches - move to the right group my $user = RT::User->new( $RT::SystemUser ); $user->LoadByEmail($self->TicketObj->RequestorAddresses); die "couldn't load user" unless $user->id; my $group = RT::Group->new( $RT::SystemUser ); $group->LoadUserDefinedGroup( $domain_map{$domainKey} ); $group->AddMember($user->id); } } Description: Resolve all tickets in this queue Condition: On create Action: User Defined Template: Global template: group addition Stage: TransactionCreate Custom condition: <blank> Custom action preparation code: return 1; Custom action cleanup code: $self->TicketObj->SetStatus('resolved'); return 1; Global template for resolve account only tickets: Subject: Resolved: {$Ticket->Subject} Your account has been given permissions to the $group queue. Please log in via the web interface at ".$RT::WebURL." to view tickets for the $group queue. Thank you. {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} So what the heck am I missing? ~~ Kimberly McKinnis System Operations Engineer Service Provider Division, TiVo Inc 408-519-9607 ------------------------------------------------------------------------------------ This e-mail message is intended only for the personal use of the recipient(s) named above. If you are not an intended recipient, you may not review, copy or distribute this message. If you have received this communication in error, please notify the Hearst Service Center (cad...@hearstsc.com) immediately by email and delete the original message. ------------------------------------------------------------------------------------
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