[rt-users] client reply receive by 1 admin CC only

[rmp dmd]

Guys,

It happened again for the same client responding to the same ticket but only
1 adminCC received it.  The client sent it to RT email (prodxxx at xxx.worx.net)


Below are the RT logs.

I believe Scrip 5 is responsible for sending the email.  Scrip5:
Condition: On Correspond
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: TransactionCreat

I no longer know which to check, please help.

THANKS!

RT LOGS:

[Thu May  6 17:36:13 2010] [debug]: Found 6 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May  6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221
(/opt/rt3/lib/RT/Interface/Email.pm:455)
[Thu May  6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May  6 17:38:11 2010] [debug]: About to prepare scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Thu May  6 17:38:11 2010] [debug]: Found 9 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May  6 17:38:11 2010] [debug]: About to commit scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0 at xxx.worx.net> #16221/163798 - Scrip
5  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May  6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
admincc1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0 at xxx.worx.net> #16221/163798 - Scrip
6  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0 at xxx.worx.net> No recipients found.
Not sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0 at xxx.worx.net> #16221/163798 - Scrip
7  (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May  6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0 at xxx.worx.net> No recipients found.
Not sending.
 (/opt/rt3/lib/RT/Action/SendEmail.pm:249)


On Tue, May 4, 2010 at 11:30 AM, rmp dmd <rmp.dmd1229 at gmail.com> wrote:

> Hi,
>
> I've been investigating this and cannot find a real answer.
>
> We have 3 persons on AdminCC.
>
> When client replies via email to the ticket, it will be received by the 3
> persons' mailbox.
>
> Last week, there was a client replied, only 1 adminCC got the response.  I
> did a test. All replies to RT are being received by 3 AdminCC.
>
> I found this on RT log. It only send to 1 adminCC.  RT usually send to 3
> adminCCs or sometimes to 2 if, the other is the updating the ticket.
>
> [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
> transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
> [Fri Apr 30 08:59:59 2010] [info]: <
> rt-3.4.5-30212-1272617998-981.16221-5-0 at xxx.worx.net> sent To:  Cc:  Bcc:
> admin1 at worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
>
> Further the client retained the RT system email address in their reply, and
> didn't change that email to be  1 AdminCc.
>
> I attached the ticket display page. It shows that client sent to RT email
> address and not directly to the email address of 1 adminCC.
>
> There are no changes on the scrips. I am also looking at the logs this is
> the only time RT sends to 1 adminCC.
>
> An ideas on why does RT only send to 1 adminCC?
>
> RT Version is 3.4.5
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100506/628cf5ad/attachment.htm>