[rt-users] RT stopped sending mail / No recipients found. Not sending.
Kenneth Crocker
KFCrocker at lbl.gov
Wed Dec 19 14:13:08 EST 2007
Alexander,
IT could be that RT isn't getting to the User table for some reason.
The error message isn't saying it can't find a function or some module
isn't responding. It is just saying that it can't find a recipient.
Since recipients are (usually) some form of user, I would look into the
DataBase to see if the users ARE there and if they are, is the DB down
OR has the password for RT to use the DB changed, etc. Hope this helps.
Kenn
LBNL
On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:
> *Hi Everyone,
> *
> I've got a serious problem with our RT installation, which has worked
> smoothly for over 6 months and then stopped sending emails (any kind of
> emails: corresponcende, cc, owner change notifications etc.)
>
> The weird thing is that there where no prior changes in queues, no new
> users and no modification of rights.
>
> I've looked through the mailing archives of this list and found some
> postings of similar problems but could not derive a solution for my case.
>
>
>
> Here is a short snippet from /var/log/messages:
>
> (The actual requester was replaced with "someuser at someplace.net")
>
> Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by
> someuser at someplace.net
> (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
> Dec 17 16:45:02 rt RT:
> <rt-3.6.1-22185-1197906302-442.450-2-0 at rt.abaton.at> #450/6567 - Scrip 2
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
> Dec 17 16:45:02 rt RT:
> <rt-3.6.1-22185-1197906302-442.450-2-0 at rt.abaton.at> No recipients
> found. Not sending.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
> Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///)
> at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617.
> (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-5-0 at rt.abaton.at> #450/6569 - Scrip 5
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-5-0 at rt.abaton.at> No recipients
> found. Not sending.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-6-0 at rt.abaton.at> #450/6569 - Scrip 6
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-7-0 at rt.abaton.at> #450/6569 - Scrip 7
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-7-0 at rt.abaton.at> No recipients
> found. Not sending.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-15-0 at rt.abaton.at> #450/6569 - Scrip
> 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
> Dec 17 16:45:50 rt RT:
> <rt-3.6.1-22185-1197906350-281.450-15-0 at rt.abaton.at> No recipients
> found. Not sending.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
>
> Global scrips:
>
>
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0>
> On Correspond Open Tickets with template Blank
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0>
> On Owner Change Notify Owner with template Transaction
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0>
> On Create Notify AdminCcs with template Transaction
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0>
> On Correspond Notify AdminCcs with template Admin Correspondence
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0>
> On Correspond Notify Requestors and Ccs with template Correspondence
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0>
> On Correspond Notify Other Recipients with template Correspondence
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0>
> On Comment Notify AdminCcs as Comment with template Admin Comment
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0>
> On Comment Notify Other Recipients as Comment with template Correspondence
> /(no value)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0>
> On Correspond Notify Owner with template Correspondence
>
>
>
> Queue-Scrips:
>
>
> Scrips which apply to all queues
>
> * /(Scrip #1)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0>
> On Correspond Open Tickets with template Blank
> * /(Scrip #2)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0>
> On Owner Change Notify Owner with template Transaction
> * /(Scrip #4)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0>
> On Create Notify AdminCcs with template Transaction
> * /(Scrip #5)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0>
> On Correspond Notify AdminCcs with template Admin Correspondence
> * /(Scrip #6)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0>
> On Correspond Notify Requestors and Ccs with template Correspondence
> * /(Scrip #7)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0>
> On Correspond Notify Other Recipients with template Correspondence
> * /(Scrip #8)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0>
> On Comment Notify AdminCcs as Comment with template Admin Comment
> * /(Scrip #9)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0>
> On Comment Notify Other Recipients as Comment with template
> Correspondence
> * /(Scrip #15)/
> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0>
> On Correspond Notify Owner with template Correspondence
>
>
> Current Scrips
>
> /(No scrips)/
>
>
> Templates:
>
>
> *Blank*
> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=1>
> A blank template
>
> *Transaction*
> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=3>
> Default transaction template
>
> RT-Attach-Message: yes
>
>
> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
> Transaction: {$Transaction->Description}
> Queue: {$Ticket->QueueObj->Name}
> Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
> given)"}
> Owner: {$Ticket->OwnerObj->Name}
> Requestors: {$Ticket->RequestorAddresses}
> Status: {$Ticket->Status}
> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>
>
> {$Transaction->Content()}
> *Admin Correspondence*
> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=4>
> Default admin correspondence template
>
> RT-Attach-Message: yes
>
>
> <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>
> {$Transaction->Content()}
> *Correspondence*
> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=5>
> Default correspondence template
>
> RT-Attach-Message: yes
>
> {$Transaction->Content()}
> *Admin Comment*
> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=6>
> Default admin comment template
>
> Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s
> =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;}
>
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
> This is a comment. It is not sent to the Requestor(s):
>
> {$Transaction->Content()}
> *Status Change*
> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=7>
> Ticket status changed
>
> Subject: Status Changed to: {$Transaction->NewValue}
>
>
> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>
> {$Transaction->Content()}
>
>
>
> The ticked connected to the message log:
>
> History Display mode: Brief headers — Full headers
> <http://192.168.1.213/rt/Ticket/Display.html?ShowHeaders=1;id=450>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6566> Mon
> Dec 17 16:44:53 2007 someuser at someplace.net - Ticket created
> [Reply
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Respond>]
> [Comment
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Comment>]
>
> Subject: Request-Tracker Test
> Date: Mon, 17 Dec 2007 16:44:09 +0100
> To: support at abaton.at
> From: Someuser <someuser at someplace.net>
>
> Download (untitled)
> <http://192.168.1.213/rt/Ticket/Attachment/6566/3758/> [text/plain 65b]
> Hallo,
>
> ein weiterer Test des Request-Trackers.
>
> l.G.
> Alexander
>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6567> Mon
> Dec 17 16:45:02 2007 gruber - Taken
>
>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6569> Mon
> Dec 17 16:45:50 2007 gruber - Correspondence added
> [Reply
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Respond>]
> [Comment
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Comment>]
>
>
> Download (untitled)
> <http://192.168.1.213/rt/Ticket/Attachment/6569/3760/> [text/plain 175b]
> Antwort über Reply.
>
> l.G.
> Alexander
>
> On Mon Dec 17 16:44:53 2007, someuser at someplace.net wrote:
> > Hallo,
> >
> > ein weiterer Test des Request-Trackers.
> >
> > l.G.
> > Alexander
> >
>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6570> Mon
> Dec 17 16:45:50 2007 RT_System - Status changed from 'new' to
> 'open'
>
>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6573> Mon
> Dec 17 16:46:45 2007 gruber - Correspondence added
> [Reply
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Respond>]
> [Comment
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Comment>]
>
>
> Download (untitled)
> <http://192.168.1.213/rt/Ticket/Attachment/6573/3763/> [text/plain 11b]
> Antwort #2.
>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6575> Mon
> Dec 17 16:48:46 2007 gruber - Correspondence added
> [Reply
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Respond>]
> [Comment
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Comment>]
>
>
> Download (untitled)
> <http://192.168.1.213/rt/Ticket/Attachment/6575/3765/> [text/plain 8b]
> Test #3.
>
> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6577> Mon
> Dec 17 16:52:20 2007 root - Correspondence added
> [Reply
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Respond>]
> [Comment
> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Comment>]
>
>
> Download (untitled)
> <http://192.168.1.213/rt/Ticket/Attachment/6577/3767/> [text/plain 7b]
> Test #4
>
>
> Note: There are no outgoing mails recorded here. If I reply to Test #4 I
> get the following:
>
>
> This message will be sent to...
>
> /(Check boxes to disable notifications to the listed recipients)/
>
> On Correspond Notify AdminCcs with template Admin Correspondence
>
> On Correspond Notify Requestors and Ccs with template Correspondence
>
> * *To*: someone at someplace.net
>
>
> On Correspond Notify Other Recipients with template Correspondence
>
> On Correspond Notify Owner with template Correspondence
>
> * *To*: alexander.gruber at abaton.at
>
>
> Messages about this ticket will not be sent to...
>
> /(Check boxes to enable notifications to the listed recipients)/
>
>
> -> Still there is no email sent.
>
> Additional information:
>
> Last week I found a posting in a forum / mailing list - archive
> concerning the message: No recipients found. Not sending.
> And an actual reply from the poster, stating that he did not have the
> "organization" set to the DNS name of the host and that this was the
> problem. I had a look and found that this was also the case here, so I
> changed the value to the correct setting. Afterwards it *looked* like
> the problem was solved - after restarting the apache2 service I was able
> to successfully test the system and it was sending mails.
>
> Today it stoped sending mails again and all my tests yielded the same
> results as before.
>
> RT_SiteConfig.pm:
>
> # RT_SiteConfig.pm
> #
> # These are the bits you absolutely *must* edit.
> #
> # To find out how, please read
> # /usr/share/doc/request-tracker3.6/NOTES.Debian
>
> # THE BASICS:
>
> Set($rtname, 'abaton');
> Set($Organization, 'rt.abaton.at');
>
> Set($CorrespondAddress , 'support at abaton.at');
> Set($CommentAddress , 'support-comment at abaton.at');
>
> Set($Timezone , 'Europe/Vienna'); # obviously choose what suits you
>
> # THE DATABASE:
>
> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
>
> # These are the settings we used above when creating the RT database,
> # you MUST set these to what you chose in the section above.
>
> Set($DatabaseUser , 'rtuser');
> Set($DatabasePassword , '******');
> Set($DatabaseName , 'rtdb');
>
> # THE WEBSERVER:
>
> Set($WebPath , "/rt");
> Set($WebBaseURL , "http://192.168.1.213");
>
> # By default, RT sets the outgoing mail's "From:" header to
> # "SenderName via RT". Setting this option to 0 disables it.
>
> Set($UseFriendlyFromLine , 1);
>
> # sprintf() format of the friendly 'From:' header; its arguments
> # are SenderName and SenderEmailAddress.
> Set($FriendlyFromLineFormat , "\"%s\" <%s>");
>
> Set($LogoURL , $WebImagesURL . "abaton_logo.gif");
>
> 1;
>
> Rights:
>
> * There are no rights granted on user-level.
> * I've granted redundant CreateTicket / ReplyToTicket rights
> (Everyone has those so the rest is quite an overkill - that was
> just to be sure ... but did not help)
> * Rights are set on group-level:
>
> Unprivileged / Everyone / Privileged / Requestor
>
>
> Current rights
>
> /(Check box to revoke right)/
> CreateTicket
> ReplyToTicket
>
>
> Note: Abaton is the group that all support-members are part of.
>
> Abaton
>
>
> Current rights
>
> /(Check box to revoke right)/
> AdminCustomField
> AdminUsers
> AssignCustomFields
> CommentOnTicket
> ModifyACL
> ModifyCustomField
> ModifySelf
> SeeCustomField
> ShowACL
> ShowConfigTab
> WatchAsAdminCc
>
> Queue - GroupRights (All queues have the same setup):
>
> Everyone
>
>
> Current rights
>
> /(Check box to revoke right)/
> CreateTicket
> ReplyToTicket
>
> Owner
>
>
> Current rights
>
> /(Check box to revoke right)/
> ModifyTicket
>
>
> Requestor
>
>
> Current rights
>
> /(Check box to revoke right)/
> ReplyToTicket
> ShowTicket
>
>
> Note: Support is the group that handles the queue support.
>
> Support
>
>
> Current rights
>
> /(Check box to revoke right)/
> AssignCustomFields
> CommentOnTicket
> CreateTicket
> DeleteTicket
> ModifyACL
> ModifyQueueWatchers
> ModifyTicket
> OwnTicket
> ReplyToTicket
> SeeQueue
> ShowACL
> ShowOutgoingEmail
> ShowTicket
> ShowTicketComments
> StealTicket
> TakeTicket
> Watch
> WatchAsAdminCc
>
> ------------------------------------------------------------------------
>
> If anyone has any idea how to get that thing working in a stable way
> again I'd be very happy as I've been tinkering around with the system
> for a very long time now.
>
> Thanks in advance!
>
> Alexander R. Gruber
>
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