Rmp,<br><br>Offhand, I'd say there might be a confusion about what an
ADminCc is. To determine this, I need to know if these AdminCc's are
listed as AdminCc's as Queue Watchers or on the Ticket as AdminCc's?<br>
There is a BIG difference between the two and you may not have or are
not using the correct scrip for this.<br><br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Thu, May 6, 2010 at 12:00 PM, rmp dmd <span dir="ltr"><<a href="mailto:rmp.dmd1229@gmail.com">rmp.dmd1229@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">Guys,<br><br>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 (<a href="mailto:prodxxx@xxx.worx.net" target="_blank">prodxxx@xxx.worx.net</a>) <br>
<br>Below are the RT logs. <br>
<br>I believe Scrip 5 is responsible for sending the email. Scrip5:<br>Condition: On Correspond<br>Action: Notify AdminCcs <br>Template: Global template: Admin Correspondence <br>Stage: TransactionCreat<br><br>I no longer know which to check, please help. <br>
<br>THANKS!<br><br>RT LOGS: <br><br>[Thu May 6 17:36:13 2010] [debug]: Found 6 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)<br>[Thu May 6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221 (/opt/rt3/lib/RT/Interface/Email.pm:455)<br>
[Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)<br>[Thu May 6 17:38:11 2010] [debug]: About to prepare scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)<br>
[Thu May 6 17:38:11 2010] [debug]: Found 9 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356)<br>[Thu May 6 17:38:11 2010] [debug]: About to commit scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)<br>
[Thu May 6 17:38:11 2010] [info]: <<a href="mailto:rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net" target="_blank">rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net</a>> #16221/163798 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)<br>
[Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)<br>[Thu May 6 17:38:11 2010] [info]: <<a href="mailto:rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net" target="_blank">rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net</a>> sent To: Cc: Bcc: <a href="mailto:admincc1@worx.com" target="_blank">admincc1@worx.com</a> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)<br>
[Thu May 6 17:38:11 2010] [info]: <<a href="mailto:rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net" target="_blank">rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net</a>> #16221/163798 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)<br>
Thu May 6 17:38:11 2010] [info]: <<a href="mailto:rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net" target="_blank">rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net</a>> No recipients found. Not sending.<br>
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)<br>
[Thu May 6 17:38:11 2010] [info]: <<a href="mailto:rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net" target="_blank">rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net</a>> #16221/163798 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)<br>
[Thu May 6 17:38:11 2010] [info]: <<a href="mailto:rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net" target="_blank">rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net</a>> No recipients found. Not sending.<br>
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)<div><div></div><div class="h5"><br>
<br><br><div class="gmail_quote">On Tue, May 4, 2010 at 11:30 AM, rmp dmd <span dir="ltr"><<a href="mailto:rmp.dmd1229@gmail.com" target="_blank">rmp.dmd1229@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin: 0pt 0pt 0pt 0.8ex; border-left: 1px solid rgb(204, 204, 204); padding-left: 1ex;">
<div>Hi, </div>
<div><br>I've been investigating this and cannot find a real answer. </div>
<div> </div>
<div>We have 3 persons on AdminCC. <br> <br>When client replies via email to the ticket, it will be received by the 3 persons' mailbox. <br> <br>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. <br>
<br>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. </div>
<div> </div>
<div>[Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)<br>[Fri Apr 30 08:59:59 2010] [info]: <<a href="mailto:rt-3.4.5-30212-1272617998-981.16221-5-0@xxx.worx.net" target="_blank">rt-3.4.5-30212-1272617998-981.16221-5-0@xxx.worx.net</a>> sent To: Cc: Bcc: <a href="mailto:admin1@worx.com" target="_blank">admin1@worx.com</a> (/opt/rt3/lib/RT/Action/SendEmail.pm:297)</div>
<div> </div>
<div>Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. </div>
<div> </div>
<div>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. </div>
<div> </div>
<div>There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. </div>
<div> </div>
<div>An ideas on why does RT only send to 1 adminCC? </div>
<p>RT Version is 3.4.5 </p>
</blockquote></div><br>
</div></div><br><br>
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