[rt-users] Outbound mail "problem" (or misunderstanding?)
Giuseppe Sollazzo
gsollazz at sgul.ac.uk
Wed Dec 1 06:22:25 EST 2010
Just to add a little bit of info, the "Admin Correspondence" template
only did
"RT-Attach-Message: yes
<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >
{$Transaction->Content()}"
so I was not sure it e-mailed (it should). To be sure, I created a
template called "Reply" attached to the script that does as follows:
"Subject: Information about: {$Ticket->Subject} - ID {$Ticket->id()}
Greetings,
This message has been automatically generated in response to the status
update of a ticket regarding:
"{$Ticket->Subject()}",
a summary of which appears below.
Thank you,
{$Ticket->QueueObj->CorrespondAddress()}
-------------------------------------------------------------------------
{$Transaction->Content()}"
but still no luck.
Giusepe
On 01/12/10 10:42, Giuseppe Sollazzo wrote:
> Hi Kenneth,
> thanks a lot for your help. These are the 4 scrips that use the "On
> Correspond" condition"
>
> "On Correspond Notify AdminCcs" TransactionCreate On
> Correspond Notify AdminCcs Admin Correspondence
> "On Correspond Notify Other Recipients" TransactionCreate On
> Correspond Notify Other Recipients Correspondence
> "On Correspond Notify Requestors and Ccs" TransactionCreate On
> Correspond Notify Requestors and Ccs Correspondence
> "On Correspond Open Tickets" TransactionCreate On
> Correspond Open Tickets Blank
>
>
> I would have assumed that the third script would create the reply?
>
> Giuseppe
>
> On 30/11/10 20:25, Kenneth Crocker wrote:
>> Giuseppe,
>>
>> List for me the following information for each Notification scrip
>> that uses "On Correspond" as the condition:
>>
>> Description:
>> Condition:
>> Action:
>> Template:
>> Stage:
>>
>> Unless you have specific information in a template from Ticket/Custom
>> Field data being set by a scrip running in "TransactionBatch", you
>> really can have them in stage "TransactionCreate".
>>
>> Kenn
>> LBNL
>>
>>
>> On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo
>> <gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>> wrote:
>>
>> Hi Kenneth,
>> it's actually the requestor.
>>
>> But if I set up a Cc (a one-time Cc) the same thing happens.
>>
>> Giuseppe
>>
>>
>> On 30/11/10 17:00, Kenneth Crocker wrote:
>>> Giuseppe,
>>>
>>> Exactly who is NOT getting a notification on Correspondence?
>>> Compare their role with the recipients. If they are not listed
>>> as a "Cc" Watcher (for example) on either the Queue or the
>>> Ticket, then they will not get a notification as a "Cc", etc.
>>>
>>> Kenn
>>> LBNL
>>>
>>> On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo
>>> <gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>> wrote:
>>>
>>> On 29/11/10 17:48, Kenneth Crocker wrote:
>>>> Giuseppe,
>>>>
>>>> Most likely, you do not have a notification scrip for "On
>>>> Correspond". I believe the book has several good examples
>>>> on how to build a simple scrip like that. Anyway, check
>>>> your Global/Queue notification scrip sand see if that's the
>>>> case. Hope this helps.
>>>>
>>>> Kenn
>>>> LBNL
>>>>
>>>
>>> Hi Kenneth... that's actually my doubt.
>>> I mean, in my configuration I see 11 scrips. Are they all
>>> "active"? It's not clear to me if you can have "disabled"
>>> and "enabled" scrips.
>>>
>>> For example, one of them is:
>>> 6
>>> <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0> On
>>> Correspond Notify Requestors and Ccs
>>> <http://Admin/Global/Scrip.html?id=6&Queue=0>
>>> TransactionCreate On Correspond Notify Requestors and
>>> Ccs Correspondence
>>>
>>>
>>>
>>> Which I had assumed was the one you mention.
>>> I have correctly(?) set up Set($UseTransactionBatch,1);
>>>
>>>
>>> Found 6 scrips for TransactionCreate stage with applicable
>>> type(s) Correspond
>>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
>>> [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips
>>> for transaction #212
>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
>>> [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on
>>> txn #212 of ticket #10
>>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
>>> [Tue Nov 30 16:02:55 2010] [debug]: Calling
>>> SetRecipientDigests for transaction
>>> RT::Transaction=HASH(0xbc39118), id 212
>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
>>> [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
>>> recipients are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
>>>
>>> But I get a "recipients not found" or "recipients are" and a
>>> null string..
>>> Moreover, in the bottom bit of the reply, the "
>>>
>>>
>>> Messages about this ticket will not be sent to...
>>>
>>> /(Check boxes to enable notifications to the listed
>>> recipients)/ "
>>>
>>> part is actually empty.
>>>
>>> Any hint?
>>>
>>> Thanks everyone,
>>> Giuseppe
>>>
>>>
>>>> On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo
>>>> <gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>> wrote:
>>>>
>>>> Hi everyone,
>>>>
>>>> I'm playing with our rather vanilla installation of RT
>>>> in which we're supposed to have, at least for the
>>>> moment, one general queue from which tickets will be
>>>> moved into two other real queue according to the
>>>> department.
>>>>
>>>> Trying to configure mail in and mail out, I happen to
>>>> have a behaviour which I can't totally explain and was
>>>> wondering if anyone could help figuring out.
>>>>
>>>> When I create a ticket from the web interface, an
>>>> e-mail is correctly sent to the requestor.
>>>> My possibly wrong understanding is that any following
>>>> "Reply" to the ticket also generates a mail. However,
>>>> this does not get delivered.
>>>>
>>>> I'm a bit puzzled as if RT manages to send the first
>>>> one I assume the configuration of the e-mail is
>>>> correct. rt.log shows this sequence (edited):
>>>>
>>>> [Mon Nov 29 15:13:14 2010] [debug]: About to think
>>>> about scrips for transaction #189
>>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
>>>> [Mon Nov 29 15:13:14 2010] [debug]: About to prepare
>>>> scrips for transaction #189
>>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
>>>> [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips
>>>> *for TransactionCreate stage with applicable type(s)
>>>> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: About to think
>>>> about scrips for transaction #190
>>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: About to prepare
>>>> scrips for transaction #190
>>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
>>>> TransactionCreate stage with applicable type(s)
>>>> Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: About to commit
>>>> scrips for transaction #190
>>>> (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5
>>>> on txn #190 of ticket #7
>>>> (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Calling
>>>> SetRecipientDigests for transaction
>>>> RT::Transaction=HASH(0xc6ff3cc), id 190
>>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Working on
>>>> mailfield To; recipients are
>>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
>>>> From: "Giuseppe Sollazzo via RT"
>>>> <our_rt_address at sgul.ac.uk>
>>>> <mailto:our_rt_address at sgul.ac.uk>
>>>> Reply-To: our_rt_address at sgul.ac.uk <http://sgul.ac.uk>
>>>> In-Reply-To:
>>>> <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>> <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>> References: <RT-Ticket-7 at example.com>
>>>> <mailto:RT-Ticket-7 at example.com>
>>>> <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>> <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>> Message-ID:
>>>> <rt-3.8.7-10240-1291043608-791.7-5-0 at example.com>
>>>> <mailto:rt-3.8.7-10240-1291043608-791.7-5-0 at example.com>
>>>> Precedence: bulk
>>>> X-RT-Loop-Prevention: SGUL
>>>> RT-Ticket: SGUL #7
>>>> Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
>>>> RT-Originator: gsollazz at sgul.ac.uk
>>>> <mailto:gsollazz at sgul.ac.uk>
>>>> MIME-Version: 1.0
>>>> Content-Transfer-Encoding: 8bit
>>>> Content-Type: text/plain; charset="utf-8"
>>>> X-RT-Original-Encoding: utf-8
>>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred
>>>> recipients from To: line
>>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred
>>>> recipients for attribute creation
>>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Working on
>>>> mailfield Cc; recipients are
>>>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
>>>> [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
>>>>
>>>>
>>>> And again, multiple times. I assume it's because 6
>>>> scrips match. However, none of these is ever delivered.
>>>> A series of error about gpg follows (which I assume
>>>> it's not required for the system to work, as it manages
>>>> to send the first e-mail without complaining).
>>>>
>>>> I haven't configured the scrips myself, they seemed to
>>>> be part of the "standard" install and I had assumed
>>>> they are needed for the system to work... maybe I'm
>>>> wrong about this.
>>>>
>>>> Any hint about this?
>>>> - Scrips: is there any way to deactivate them? Are they
>>>> required?
>>>> - E-mail: what else should I check?
>>>>
>>>> Thanks,
>>>> Giuseppe
>>>>
>>>> --
>>>> ____________________________________
>>>>
>>>> Giuseppe Sollazzo
>>>> Senior Systems Analyst
>>>> Computing Services
>>>> Information Services
>>>> St. George's, University Of London
>>>> Cranmer Terrace
>>>> London SW17 0RE
>>>>
>>>> Email:gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>
>>>> Direct Dial: +44 20 8725 5160
>>>> Fax: +44 20 8725 3583
>>>>
>>>>
>>>>
>>>>
>>>
>>>
>>> --
>>> ____________________________________
>>>
>>> Giuseppe Sollazzo
>>> Senior Systems Analyst
>>> Computing Services
>>> Information Services
>>> St. George's, University Of London
>>> Cranmer Terrace
>>> London SW17 0RE
>>>
>>> Email:gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>
>>> Direct Dial: +44 20 8725 5160
>>> Fax: +44 20 8725 3583
>>>
>>>
>>>
>>>
>>
>>
>> --
>> ____________________________________
>>
>> Giuseppe Sollazzo
>> Senior Systems Analyst
>> Computing Services
>> Information Services
>> St. George's, University Of London
>> Cranmer Terrace
>> London SW17 0RE
>>
>> Email:gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>
>> Direct Dial: +44 20 8725 5160
>> Fax: +44 20 8725 3583
>>
>>
>>
>>
>
>
> --
> ____________________________________
>
> Giuseppe Sollazzo
> Senior Systems Analyst
> Computing Services
> Information Services
> St. George's, University Of London
> Cranmer Terrace
> London SW17 0RE
>
> Email:gsollazz at sgul.ac.uk
> Direct Dial: +44 20 8725 5160
> Fax: +44 20 8725 3583
>
>
--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
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