[rt-users] RT stopped sending mail / No recipients found. Not sending.

o.nash at cs.ucc.ie o.nash at cs.ucc.ie
Thu Jan 3 11:47:50 EST 2008 

Re sending emails from Rt
if your mailserver is postfix, you might need to add the hostname of the 
server running RT to the 'relayhosts' variable in postfix.
or the equivalent in sendmail.cf

regards
Oliver

On Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote:

> Thanks for the many replies everyone and a happy new year 2008!
>
> I've been away over the holidays and now I'm trying to resolve that
> matter for good :-)
> My replies to the respective postings are below.
>
> Best wishes and thanks for your help!
> Alexander
>
> PS: I messed up my first posting of that message sending it to 
> rt-users-bounces at lists.bestpractical.com instead of 
> rt-users at lists.bestpractical.com (copied the wrong address).
>
> Benjamin Weser schrieb:
>> We had the problem of RT not sending mails to anybody too. But I don't 
>> think that there were messages about that in rt.log because the fault was 
>> that somebody changed the IP of the mailserver. So all mails sent by RT 
>> stayed in the spool of postfix unless I corrected the postfix configuration 
>> with the new IP address of the mailserver. Unfortunately I can't check the 
>> logfile anymore because it doesn't contain information from this time 
>> anymore. But maybe that's another part of the system where you can have a 
>> look at. Good luck!
>> 
>> Ben
> Ben,
>
> it seems I can't pinpoint the problem at all. Just today the system sent
> mail - initiated by the scrip that notifies the owner of a ticket of any
> changes (meaning the RT-System CAN send mail). Still it fails to send
> mail regarding correspondence or any CC types. The frustrating thing is
> that the system tells me that mail will be sent to the listed recipients
> - so it looks like the scrips are working as they should - it just
> doesn't do it for whatever reason.
>> 
>> 
>> 
>> Kenneth Crocker schrieb:
>>> Stephen,
>>> 
>>>
>>>     AAAAAHHHHHHH! Kool. I just learned something. Then I really can't see 
>>> why RT can't find a recipient unless there is some disconnection between 
>>> what RT is looking for and where it looks for it. Alexander said there 
>>> were no changes to RT. The scrips are triggering, RT is looking, nothing 
>>> is found, no email goes out, but probably would have if RT had found a 
>>> recipient. I'm sure he checked the "organization" set to the DNS name of 
>>> the host" problem from before. I'm at a loss, but that's no big surprise 
>>> since I am just now getting to learn about the "internals" of RT. Hope 
>>> someone has an idea that works for him.
>>> 
>>> 
>>> Kenn
>>> LBNL
>>> 
>>> On 12/20/2007 10:44 AM, Stephen Turner wrote:
>>>> At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:
>>>>> Alexander,
>>>>>
>>>>>         I agree. If RT could not access the DB, then a lot of things 
>>>>> would not be working. However, my point was really that based on the 
>>>>> content of the error message, RT thinks that it hasn't FOUND the 
>>>>> recipient. There could, and probably are, many possible reasons for 
>>>>> that. Perhaps after accessing the DB, the data gets lost in transition 
>>>>> or put into an area that got misnamed or is not accessible for some 
>>>>> reason. I am not a "Systems" guy when it comes to playing with those 
>>>>> technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the 
>>>>> business for a long time and my debugging skills tell me that RT is 
>>>>> having trouble with either capturing the data or finding/recognizing it 
>>>>> after it has been captured/found/stored. Somewhere in that process, the 
>>>>> data is either getting lost or it becomes unrecognizable, ergo the error 
>>>>> message you're getting. Sorry I can't be of more help. I am REALLY 
>>>>> interested in what you DO find when you get the problem resolved. Best 
>>>>> of luck.
>>>>> 
>>>>> Kenn
>>>>> LBNL
>>>> 
> Kenn,
>
> well ... I don't have much of a clue what to do next at all. I can try
> and upgrade to the newest version and see if that makes things better in
> any way. If that fails I could try tracing the error maybe I'll be able
> to find whats wrong. If that doesn't get me anywhere either I guess I'll
> clone the VE and raise a new instance of RT and switch that with the
> broken one as soon as everything is configured as it should be.
>
> I'll let you know in any case what I did as soon as that problem is
> resolved.
>
>
>>>> The "No recipients found" message just means that the scrip decided that 
>>>> nobody should receive mail for this transaction - it doesn't mean that 
>>>> data is missing or corrupt. For example - if you have a scrip with action 
>>>> 'Notify AdminCcs' and there are no AdminCcs for the ticket or queue, 
>>>> you'll see this message in the log.
>>>> 
>>>> Steve
>>>> 
>>>> 
> Steve,
>
> as mentioned above, the system tells me that mail will be sent to
> following addresses and it offers me an option to supress the sending
> (lower part of the correspondence form). It just does not do anything
> apart from recording a message to the RT-Log, like a comment with no
> email sent - and I get the message in the systemlog that there are no
> recipients found.
>>>> 
>>>> 
>>> 
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>> 
>>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>>> 
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>> 
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>> 
>> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>> 
>> If you sign up for a new RT support contract before December 31, we'll take
>> up to 20 percent off the price. This sale won't last long, so get in touch 
>> today.    Email us at sales at bestpractical.com or call us at +1 617 812 
>> 0745.
>> 
>> 
>> Community help: http://wiki.bestpractical.com
>> Commercial support: sales at bestpractical.com
>> 
>> 
>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
>> copy at http://rtbook.bestpractical.com
>> 
>> 
>
>
> -- 
> ______________________________________
>
>      Alexander Rudolf Gruber
>   abaton EDV-Dienstleistungs GmbH
> ______________________________________
>
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>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:
>
> If you sign up for a new RT support contract before December 31, we'll take
> up to 20 percent off the price. This sale won't last long, so get in touch 
> today.    Email us at sales at bestpractical.com or call us at +1 617 812 0745.
>
>
> Community help: http://wiki.bestpractical.com
> Commercial support: sales at bestpractical.com
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a 
> copy at http://rtbook.bestpractical.com
>

--
Oliver Nash

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