[rt-users] Problems with Scrip #5 - On Correspond Notify AdminCcs

[Jennifer Koermer]

All,

We've just upgrade to 4.0.6 and are experiencing some issues with notifications.  The current issue is with Scrip #5.  When a priviliged user responds to the ticket via email, Scrip #5 runs and notifications are sent to AdminCCs.  When a unpriviliged user (i.e. the requestor) responds to the ticket via email, the correspondence is added to the ticket history, but notifications are not actually sent out to AdminCCs.  I upped the logs and did a side by side comparison of responses via email from a priviliged user and unprivliged user.  I've highlighted the main difference that I see in red.

[Thu Sep  6 00:50:23 2012] [debug]: Found 4 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #1421196 on ticket #162291 (/opt/rt4/sbin/../lib/RT/Scrips.pm:425)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Checking Transaction Type: Correspond ((eval 1554):10)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Owner = RT::Ticket=HASH(0x7f8a8704f708)->Owner ((eval 1554):11)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Requestor = unprivileged at domain.com<mailto:unprivileged at domain.com> ((eval 1554):12)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Actor = priviliged at domain.com<mailto:priviliged at domain.com> ((eval 1554):13)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Ticket ID = RT::Ticket=HASH(0x7f8a8704f708)->ID ((eval 1554):14)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Correspondence.  Checking content. ((eval 1554):16)
[Thu Sep  6 00:50:23 2012] [debug]: Scrip #5: Content does not begin with --.  Returning 1. ((eval 1554):18)
[Thu Sep  6 00:50:23 2012] [info]: >  Scrip #57 - Check Exception On Create Notify ((eval 1580):10)
[Thu Sep  6 00:50:23 2012] [debug]: Skipping Scrip #57 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247)
[Thu Sep  6 00:50:23 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247)
[Thu Sep  6 00:50:23 2012] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247)
[Thu Sep  6 00:50:23 2012] [debug]: Committing scrip #5 on txn #1421196 of ticket #162291 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192)
[Thu Sep  6 00:50:23 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f8a940f7d00), id 1421196 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)
[Thu Sep  6 00:50:23 2012] [debug]: Working on mailfield Cc; recipients are  (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Thu Sep  6 00:50:23 2012] [debug]: Subject: RE: [DevOps #162291] Resolved: Test Ticket - Correspondence
From: "Privileged User" <RT <rt at rt.domain.com<mailto:rt at rt.domain.com>>>
Reply-To: RT <rt at rt.domain.com<mailto:rt at rt.domain.com>>
In-Reply-To: <randomtext at emailserver.domain.com<mailto:randomtext at emailserver.domain.com>>
References: RT-Ticket-162291 at domain.com<mailto:RT-Ticket-162291 at domain.com> <randomtext at emailserver.domain.com>,<rt-4.0.6-random at domain.com<mailto:randomtext at emailserver.domain.com>,<rt-4.0.6-random at domain.com>> <randomtext at emailserver.domain.com<mailto:randomtext at emailserver.domain.com>>
Message-ID: <rt-4.0.6-randomte<mailto:rt-4.0.6-753-1346892623-1068.162291-5-0 at prg.com>xt at domain.com>
Precedence: bulk
X-RT-Loop-Prevention: domain.com
RT-Ticket: domain.com #162291
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: priviligeduser at domain.com<mailto:priviligeduser at domain.com>
Bcc: List of AdminCcs

To: "AdminCc of domain.com Ticket No. 162291":;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)
[Thu Sep  6 00:50:23 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:697)
[Thu Sep  6 00:50:23 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:706)

When the priviliged user responds to a ticket via email, Bcc: and To: are listed as part of the email.  When a non-priviliged user responds, these lines are just missing.  Eventually, I see the following line when I'l looking at the output from an unpriviliged user:

[Thu Sep  6 00:50:01 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:706)
[Thu Sep  6 00:50:01 2012] [debug]: No recipients found for deferred delivery on transaction #1421195 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:719)
[Thu Sep  6 00:50:01 2012] [info]: <rt-4.0.6-784-randomtext at domain.com<mailto:rt-4.0.6-784-randomtext at domain.com>> #162291/1421195 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308)
[Thu Sep  6 00:50:01 2012] [info]: <rt-4.0.6-784-randomtext at domain.com<mailto:rt-4.0.6-784-randomtext at domain.com>> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:353)

I've customized the actions in Scrip #5 so that email that are empty and begin with --(the signature bit in rt) are not sent.  However, I've updated it back to just condition: Correspondence, and saw the exact same results.

I've updated permssions, as I originally thought this was a permissions issue.  The queue that I've been tested allows "Everyone" the ability to create, comment, and reply to tickets.  Is this a bug or am I missing something?  We heavily rely on email in our current use of RT, so this is a pretty major issue for us....



P.S., Thank you for all of the improvements to RT4!

Thanks!
Jennifer
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20120906/2690c1c0/attachment.htm>