[rt-users] closing a ticket
Hi, when I close a ticket no mail is sent out to the requestor. I've checked that there is a scrip On Resolve Notify Requestors with the condition on resolve. This is the case after upgrading from 4.0.x to 4.3.x. How to fix this? An other question: What is the difference between on resolve and on close in the condition drop down field? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
By default, RT_Config variable $NotifyActors is set to a false value, which means RT doesn't send mail to the person that initiated the action. If you're resolving a ticket and you're one of the requestors, you won't receive email in this scenario. If that's not the problem, is the relevant scrip applied to the correct queues? If that's not the problem, what does RT's debug log report when you resolve a ticket? The on resolve condition only matches when a ticket is set to resolved. The on close condition matches when a ticket is set to an inactive status (which in a default RT configuration is resolved or rejected). On 6 August 2014 18:03, Matthias Henze li...@mhcsoftware.de wrote: Hi, when I close a ticket no mail is sent out to the requestor. I've checked that there is a scrip On Resolve Notify Requestors with the condition on resolve. This is the case after upgrading from 4.0.x to 4.3.x. How to fix this? An other question: What is the difference between on resolve and on close in the condition drop down field? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Am 06.08.2014 11:20, schrieb Alex Peters: By default, RT_Config variable $NotifyActors is set to a false value, which means RT doesn't send mail to the person that initiated the action. If you're resolving a ticket and you're one of the requestors, you won't receive email in this scenario. When I set $NotifyActors to 1 the the staff person get a notification when he takes the ticket. The requestor does not get any auto generated message but the initial reply for the ticket. If that's not the problem, is the relevant scrip applied to the correct queues? When I look at the scrips for the queue I can see the scrip for notification on resolve. If that's not the problem, what does RT's debug log report when you resolve a ticket? RT logs when I resolve the ticket and set Update Type ot Comments and Status to resolved, as I was used to with 4.0 where the requestor got notified that the ticket was closed : [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for TransactionCreate stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) [23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) The on resolve condition only matches when a ticket is set to resolved. The on close condition matches when a ticket is set to an inactive status (which in a default RT configuration is resolved or rejected). On 6 August 2014 18:03, Matthias Henze li...@mhcsoftware.de mailto:li...@mhcsoftware.de wrote: Hi, when I close a ticket no mail is sent out to the requestor. I've checked that there is a scrip On Resolve Notify Requestors with the condition on resolve. This is the case after upgrading from 4.0.x to 4.3.x. How to fix this? An other question: What is the difference between on resolve and on close in the condition drop down field? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de mailto:i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration? On 6 August 2014 19:51, Matthias Henze li...@mhcsoftware.de wrote: Am 06.08.2014 11:20, schrieb Alex Peters: By default, RT_Config variable $NotifyActors is set to a false value, which means RT doesn't send mail to the person that initiated the action. If you're resolving a ticket and you're one of the requestors, you won't receive email in this scenario. When I set $NotifyActors to 1 the the staff person get a notification when he takes the ticket. The requestor does not get any auto generated message but the initial reply for the ticket. If that's not the problem, is the relevant scrip applied to the correct queues? When I look at the scrips for the queue I can see the scrip for notification on resolve. If that's not the problem, what does RT's debug log report when you resolve a ticket? RT logs when I resolve the ticket and set Update Type ot Comments and Status to resolved, as I was used to with 4.0 where the requestor got notified that the ticket was closed : [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to prepare scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:187) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 5 scrips for TransactionCreate stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #12 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:353) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #13 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) [23619] [Wed Aug 6 09:44:09 2014] [debug]: About to commit scrips for transaction #11167 (/opt/rt4/sbin/../lib/RT/Transaction.pm:210) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Committing scrip #11 on txn #11167 of ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:306) [23619] [Wed Aug 6 09:44:09 2014] [warning]: Couldn't load object RT::Transaction #0 (/opt/rt4/sbin/../lib/RT/Interface/Web.pm:3027) [23619] [Wed Aug 6 09:44:09 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #11167 on ticket #637 (/opt/rt4/sbin/../lib/RT/Scrips.pm:495) [23619] [Wed Aug 6 09:44:10 2014] [debug]: Rendering attachment #7820 of 'text/html' type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182) The on resolve condition only matches when a ticket is set to resolved. The on close condition matches when a ticket is set to an inactive status (which in a default RT configuration is resolved or rejected). On 6 August 2014 18:03, Matthias Henze li...@mhcsoftware.de mailto:li...@mhcsoftware.de wrote: Hi, when I close a ticket no mail is sent out to the requestor. I've checked that there is a scrip On Resolve Notify Requestors with the condition on resolve. This is the case after upgrading from 4.0.x to 4.3.x. How to fix this? An other question: What is the difference between on resolve and on close in the condition drop down field? TIA Matthias -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de mailto:i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Am 06.08.2014 um 13:41 schrieb Alex Peters: What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration? scrip #10 Description:On Resolve Notify Requestors Condition: On Reslove Action: Notify Requestor Template: Resolved Applies to: Global Enabled No User Defined conditions and results What I also miss is an option to just close a ticket (e.g. due to inactivtiy) without marking it as resoved. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Your previous log says this about scrip #10: [23619] [Wed Aug 6 09:44:09 2014] [debug]: Skipping Scrip #10 because it didn't Prepare (/opt/rt4/sbin/../lib/RT/Scrips.pm:361) which means that the scrip is not running, which explains why requestors aren't receiving a resolved email. I don't understand why it's not running though, as the definition seems correct. Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? You can close tickets without marking them as resolved by setting their status to rejected. On 6 August 2014 22:07, Matthias Henze li...@mhcsoftware.de wrote: Am 06.08.2014 um 13:41 schrieb Alex Peters: What's the numeric ID of the scrip responsible for emailing requestors when a ticket is resolved, and what is its configuration? scrip #10 Description:On Resolve Notify Requestors Condition: On Reslove Action: Notify Requestor Template: Resolved Applies to: Global Enabled No User Defined conditions and results What I also miss is an option to just close a ticket (e.g. due to inactivtiy) without marking it as resoved. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Am 06.08.2014 um 14:52 schrieb Alex Peters: Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? Well ... I think so ... at least the database is upgraded. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
A possible fix is to delete that scrip and recreate it, but I'm not sure what else to do. If that doesn't fix it, perhaps the on resolve definition in your database is somehow corrupted. You could possibly use the rt-setup-database script to re-apply the initialdata. On 6 August 2014 23:01, Matthias Henze li...@mhcsoftware.de wrote: Am 06.08.2014 um 14:52 schrieb Alex Peters: Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? Well ... I think so ... at least the database is upgraded. -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: Am 06.08.2014 um 14:52 schrieb Alex Peters: Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? Well ... I think so ... at least the database is upgraded. The only real reason that On Resolve Notify Requestors can fail to prepare is that the Template fails to parse. Check that a) Nobody has a blank Queue Level template called Resolved which would disable outgoing mail (common trick on older RTs that have been upgraded). b) The Resolved template exists and is valid (try editing and saving it) -kevin pgpsz6ZlzMo6Z.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
Thanks! Found the problem. The template was name - for what reason ever - with my username instead of Resolved. I renamed it to Resolved and every thing works as expected. Thanks again! Am 06.08.2014 um 19:01 schrieb Kevin Falcone: On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: Am 06.08.2014 um 14:52 schrieb Alex Peters: Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? Well ... I think so ... at least the database is upgraded. The only real reason that On Resolve Notify Requestors can fail to prepare is that the Template fails to parse. Check that a) Nobody has a blank Queue Level template called Resolved which would disable outgoing mail (common trick on older RTs that have been upgraded). b) The Resolved template exists and is valid (try editing and saving it) -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training
Re: [rt-users] closing a ticket
On Wed, Aug 06, 2014 at 07:12:07PM +0200, Matthias Henze wrote: Thanks! Found the problem. The template was name - for what reason ever - with my username instead of Resolved. I renamed it to Resolved and every thing works as expected. Thanks again! Ok, great. This points to needing a much better error message there. -kevin Am 06.08.2014 um 19:01 schrieb Kevin Falcone: On Wed, Aug 06, 2014 at 03:01:29PM +0200, Matthias Henze wrote: Am 06.08.2014 um 14:52 schrieb Alex Peters: Did you follow all of the upgrade steps as documented in the README, including running make upgrade-database or rt-setup-database? Well ... I think so ... at least the database is upgraded. The only real reason that On Resolve Notify Requestors can fail to prepare is that the Template fails to parse. Check that a) Nobody has a blank Queue Level template called Resolved which would disable outgoing mail (common trick on older RTs that have been upgraded). b) The Resolved template exists and is valid (try editing and saving it) -- MHC SoftWare GmbH Fichtera 17 96274 Itzgrund/Germany voice: +49-(0)9533-92006-0 fax: +49-(0)9533-92006-6 e-mail: i...@mhcsoftware.de HR Coburg: B2242 Geschäftsführer: Matthias Henze -- RT Training - Boston, September 9-10 http://bestpractical.com/training pgpbKQ9mscS4V.pgp Description: PGP signature -- RT Training - Boston, September 9-10 http://bestpractical.com/training
[rt-users] closing a ticket gets re-opened when someone has an auto-responder
First, I want to apologize for this question. I know I remember seeing an answer to this problem before, but I guess my google skills are failing me today. :/ When I close a ticket, RT sends an email to the user to let them know it has been closed. If that person is on vacation or something and they have an auto-responder configured, that auto-reply email re-opens the ticket. How can I configure RT to search for keywords in a message (such as 'on vacation') before re-opening a ticket? Thanks -- John Alberts Hosted Services Exlibris USA john.albe...@exlibrisgroup.com
