[rt-users] auto reply question

[Ming Ho]

Hi All,

I create different queues in RT system, setup auto reply to each queue too.

One work without any issue, but the other doesn't work. Both queue are setting up with the same way.

I find this in the error log:

[Thu Aug 23 21:08:38 2012] [info]: <rt-4.0.6-25365-1345756118-175.2979-21-0 at internet2.edu> #2979/35628 - Scrip 21 Autoreply on Create netplus-cenic (/usr/local/pkg/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Thu Aug 23 21:08:38 2012] [info]: <rt-4.0.6-25365-1345756118-175.2979-21-0 at internet2.edu> No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/../lib/RT/Interface/Email.pm:353)
[Thu Aug 23 21:08:38 2012] [info]: <rt-4.0.6-25365-1345756118-548.2979-4-0 at internet2.edu> #2979/35628 - Scrip 4 On Create Notify AdminCcs (/usr/local/pkg/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Thu Aug 23 21:08:38 2012] [info]: <rt-4.0.6-25365-1345756118-548.2979-4-0 at internet2.edu> No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/../lib/RT/Interface/Email.pm:353)
[Thu Aug 23 21:08:38 2012] [info]: Ticket 2979 created in queue 'netplus-cenic' by netplus-cenic at internet2.edu (/usr/local/pkg/rt4/sbin/../lib/RT/Ticket.pm:688)

If I manually run that command from command line:

rt4/bin/rt-mailgate --queue netplus-cenic --action correspond --url https://localhost < /tmp/10

which it works just fine and I will get the auto response which I setup on this queue.

when I compare those tickets which the different is that one see the requestor and the other ticket doesn't then of course the one ticket sees the requestor then it does is job and I will get the auto reply.

Owner:Nobody in particular

Requestors:Ming Ho 

Cc:

AdminCc:

The other ticket that doesn't see the requestor then it will send auto response out but new ticket still created.

Owner:Nobody in particular

Requestors:

Cc:

AdminCc:

The most funny thing is that when setup another queue with the same setting that it see the requestor with no problem at all.

Any one has experience this issue? Any suggestion are greatly appreciated!!!

Thanks

------
Ming Ho, System Administrator
Internet2
sho at internet2.edu
office:+1-734-352-7078 | mobile: +1-734-474-7143

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