[rt-users] upgrade issue from 3.6.1 to 3.8.8
Hi, I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package). It's a brand new server, I moved the DB, ran the upgrade scripts, etc... Everything is almost perfect but : I have a scrip that sends an email when a tickect is resolved. The problem, is that this scrip is also triggered when a ticket is closed : it sends the email ticket is closed AND the email ticket is rejected. Where should I start investigating the issue ? Thanks for your help Nicolas
Re: [rt-users] upgrade issue from 3.6.1 to 3.8.8
On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote: I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package). It's a brand new server, I moved the DB, ran the upgrade scripts, etc... Everything is almost perfect but : I have a scrip that sends an email when a tickect is resolved. The problem, is that this scrip is also triggered when a ticket is closed : it sends the email ticket is closed AND the email ticket is rejected. Where should I start investigating the issue ? Start at Configuration - Global - Scrips pgpVUkbbiCpMo.pgp Description: PGP signature
Re: [rt-users] upgrade issue from 3.6.1 to 3.8.8
OK, that's what I did... Is there a way to export my scrip, to show you all of them, maybe someone can point to the mistake ? I'm going through all of them right now, and everything (that I understand) seems logical. Some scrips did not have any description, I think somewhere during the upgrade they were automagically created, using the Condition, action and template, but they seem to be concictent with was existed before. help someone ? On Wed, 16 Feb 2011 09:36:06 -0500 Kevin Falcone wrote: On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote: I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian squeeze package). It's a brand new server, I moved the DB, ran the upgrade scripts, etc... Everything is almost perfect but : I have a scrip that sends an email when a tickect is resolved. The problem, is that this scrip is also triggered when a ticket is closed : it sends the email ticket is closed AND the email ticket is rejected. Where should I start investigating the issue ? Start at Configuration - Global - Scrips
Re: [rt-users] upgrade issue from 3.6.1 to 3.8.8
OK, I dug a bit further : I have some other scrip that don't work :
When the owner of the ticket is changed (either taken or stolen), no email is
sent, while we have the 2 followinf scrips :
Description : Pec
Stage : TransactionCreate
Condition : On Owner Change
Action : Notify Owner, Requestors, Ccs and AdminCcs
Template : PEC
Desc : On Owner Change Notify Owner
Stage : TransactionCreate
Condition On Owner Change
Action : Notify Owner
Template : Transaction
and I have the following in rt.log :
[Wed Feb 16 15:29:33 2011] [error]: error:couldn't parse head; error near:
Bonjour, (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:356)
Which is the beginning ot the PEC template :
Subject: PEC: {$Ticket-Subject}
Bonjour,
Nous vous informons que le traitement de ce ticket a été pris en charge par
{$Ticket-OwnerObj-RealName}.
Merci.
If necesssary, I can give you more info on my stup, but it seems to be a
strange behaviour...
On Wed, 16 Feb 2011 15:46:05 +0100
Nicolas GUIOT wrote:
OK, that's what I did...
Is there a way to export my scrip, to show you all of them, maybe
someone can point to the mistake ?
I'm going through all of them right now, and everything (that I
understand) seems logical.
Some scrips did not have any description, I think somewhere during
the upgrade they were automagically created, using the Condition,
action and template, but they seem to be concictent with was existed
before.
help someone ?
On Wed, 16 Feb 2011 09:36:06 -0500
Kevin Falcone wrote:
On Wed, Feb 16, 2011 at 02:53:11PM +0100, Nicolas GUIOT wrote:
I just upgraded from a 3.6.1 tarball version, to 3.8.8 (debian
squeeze package).
It's a brand new server, I moved the DB, ran the upgrade scripts,
etc... Everything is almost perfect but :
I have a scrip that sends an email when a tickect is resolved.
The problem, is that this scrip is also triggered when a ticket is
closed : it sends the email ticket is closed AND the email
ticket is rejected.
Where should I start investigating the issue ?
Start at Configuration - Global - Scrips
Re: [rt-users] upgrade issue from 3.6.1 to 3.8.8
On 16 Feb 2011 10:40, Nicolas GUIOT wrote:
and I have the following in rt.log :
[Wed Feb 16 15:29:33 2011] [error]: error:couldn't parse head; error near:
Bonjour, (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:356)
Which is the beginning ot the PEC template :
Subject: PEC: {$Ticket-Subject}
Bonjour,
Nous vous informons que le traitement de ce ticket a été pris en charge par
{$Ticket-OwnerObj-RealName}.
Merci.
The template headers need to be separated from the body by a blank line.
So put a blank line between the Subject: line and Bonjour.
Thomas
