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