[rt-users] No recipients found. Not sending.

[Kenneth Crocker]

Ben,


	3b will only happen if you have a scrip that "On Correspond" will 
"Notify Requestor" with the template you pick (probably Global template: 
Correspondence). #1 thru 3a should happen as you described. Also, in 
order for an owner to get any kind of correspondence you must, of 
course, have a privileged userid assigned as owner of the ticket, and 
also a scrip that "On Correspond" will "Notify Owner" with GLobal 
template: Correspondence. That should do it.

Kenn
LBNL

Ben Ruset wrote:
> The only template that I have changed was just the autoreply one, and
> that was just slight rewording.
> 
> Am I right in assuming that the workflow of tickets should work like
> this:
> 
> 1. User sends a helpdesk request
> 2. RT sends an autoresponse
> 3. User can send a reply back to RT with the [Blah #XXX] number in the
> subject
> 3a. RT will attach their correspondance to the ticket (shows in the web
> UI)
> 3b. RT will send an autoresponse back to the requestor
> 
> What I am seeing is that 3b. is not working. Also, I would assume that
> RT should send an email to the ticket owner to let them know that there
> has been an update to the ticket. In my case, that's not happening.
> 
> If it helps diagnose, I can post the output of any log entry or config
> file. Everything *looks* like it should work, but for whatever reason,
> it's not.
> 
> 
> Ben Ruset
> IT Manager, GridApp Systems
> email: bruset at gridapp.com
> tel: 646-452-4042
> web: http://www.gridapp.com
> 
> -----Original Message-----
> From: Kenneth Crocker [mailto:KFCrocker at lbl.gov] 
> Sent: Thursday, February 22, 2007 1:32 PM
> To: Ben Ruset
> Cc: Matthew Keller; rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] No recipients found. Not sending.
> 
> Ben,
> 
> 
> 	If there is a problem with the template, I don't believe the
> E_mail will be sent. The only other thing I can think of is if the
> UserId for the owner is NOT a privileged user and you have not allowed
> unprivileged users to get mail. Hope this helps.
> 
> 
> Kenn
> LBNL
> 
> Ben Ruset wrote:
>> In this particular case, yes. However the problem happens when when 
>> the requestor and owner are different people.
>>
>> I am not using any custom conditions or actions either. Everything 
>> (apart from a customized template or two, and the LDAP overlay) is 
>> bone stock.
>>
>>
>> Ben Ruset
>> IT Manager, GridApp Systems
>> email: bruset at gridapp.com
>> tel: 646-452-4042
>> web: http://www.gridapp.com
>>
>> -----Original Message-----
>> From: Matthew Keller [mailto:kellermg at potsdam.edu]
>> Sent: Thursday, February 22, 2007 10:50 AM
>> To: Ben Ruset
>> Cc: rt-users at lists.bestpractical.com
>> Subject: Re: [rt-users] No recipients found. Not sending.
>>
>> Is the requestor and the owner the same person? Are you using custom 
>> conditions or actions? If so can you post them please?
>>
>> On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote:
>>> I recently setup RT and for the most part am loving it. I have been 
>>> bitten by a nasty bug.
>>>
>>> I have RT set to authenticate users via LDAP. This is working with no
> 
>>> problem. A user can create a ticket via email and be emailed back an 
>>> autoresponder.
>>>
>>> The problem is, if they add a comment to the ticket, it gets added to
> 
>>> the ticket but no auto response gets sent back out to the user. I 
>>> also
>>> created a scrip to notify the ticket owner if there is a comments on 
>>> the ticket. In those cases I am getting the following errors in my RT
>>> log:
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> #36/430 - Scrip 5
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-5-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> #36/430 - Scrip 6
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-6-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> #36/430 - Scrip 7
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-7-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> #36/430 - Scrip 
>>> 16
>>> (/opt/rt3/lib/RT/Action/SendEmail.pm:243)
>>>
>>> [Thu Feb 22 14:49:36 2007] [info]:
>>> <rt-3.6.3-16689-1172155775-895.36-16-0 at gridapp.com> No recipients 
>>> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255)
>>>
>>> Scrip 16 is the one to notify the ticket owner if the requestor has 
>>> updated the ticket.
>>>
>>> This is RT 3.6.3, running on CentOS 4.4 32 bit.
>>>
>>> Ben Ruset
>>> IT Manager, GridApp Systems
>>> email: bruset at gridapp.com
>>> tel: 646-452-4042
>>> web: http://www.gridapp.com
>>>
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>> _______________________________________________
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>>
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>>
>>
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>> Buy a copy at http://rtbook.bestpractical.com
>>
>>
>