[rt-users] Outbound mail "problem" (or misunderstanding?)

[Kenneth Crocker]

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

On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <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><our_rt_address at sgul.ac.uk>
> Reply-To: our_rt_address at sgul.ac.uk
> In-Reply-To: <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com><rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
> References: <RT-Ticket-7 at example.com> <RT-Ticket-7 at example.com>
> <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com><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><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
> 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
> Direct Dial: +44 20 8725 5160
> Fax: +44 20 8725 3583
>
>
>
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