Re: [CELS Sysadmins] RT Perl hacking

28 Jan 2013

      Good call, I'll try that.

----- Original Message -----
From: "Dan Olson" <[email protected]>
To: "Craig Stacey" <[email protected]>
Cc: "CELS Admins" <[email protected]>
Sent: Monday, January 28, 2013 2:23:53 PM
Subject: Re: [CELS Sysadmins] RT Perl hacking

Are these getting mail as CC or AdminCC?  If AdminCC don't you need an additional 
squelch for those?

----- Original Message -----
...
From: "Craig Stacey" <[email protected]>
To: "CELS Admins" <[email protected]>
Sent: Monday, January 28, 2013 1:30:30 PM
Subject: [CELS Sysadmins] RT Perl hacking
Okay fellow sysadmins.  I've a puzzle I can't seem to solve, so I'll
throw it up and see if anyone has any ideas.  If you don't know or
care about RT and/or Perl, you can just ignore this thread.
Trying to solve the problem below.  It's not an urgent priority, and
I don't really agree with the reasoning behind it, but in any case
we've been asked to modify a user queue on the CI RT server such
that:
...
When a ticket comes in unclaimed, mail should go to all admins.
However, when the ticket is claimed then only the owner of the
ticket gets any further mail.
I found what claims to be a solution to this, but I can't get the
script working.  This is on the CI RT instance (ie, no hacks to mail
functions).  Here's the config and script:
===
Condition: On Owner Change
Action: User Defined
Template: Blank
Stage: TransactionCreate
Custom Condition:
Custom action preparation code:
foreach my
$address($self->TicketObj->QueueObj->Cc->MemberEmailAddresses){
  $self->TicketObj->SquelchMailTo($address);
}
if($self->TicketObj->OwnerObj->Id != $RT::Nobody->id){
  $self->TicketObj->AddWatcher(
    Type=>"AdminCc",
    PrincipalId=>$self->TicketObj->OwnerObj->Id
  );
}
$self->TicketObj->UnsquelchMailTo($self->TicketObj->OwnerObj->EmailAddress);
Custom action cleanup code:
===
It seems to work, in that when I look at the ticket, I see the ticket
owner explicitly listed as AdminCc, but it does not seem to squelch
the mail to the other AdminCcs (the default watcher group), so all
the admins still get traffic on the ticket.
If anyone has any thoughts, throw them my way.
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This is the CELS Sysadmins mailing list.  It is sent to memebers of [email protected] and [email protected].

Do not subscribe directly to this list.  Thanks.