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

Giuseppe Sollazzo gsollazz at sgul.ac.uk
Tue Nov 30 11:04:55 EST 2010


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 
</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
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583


-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20101130/15a3bbda/attachment.htm>


More information about the rt-users mailing list