Giuseppe,<br><br>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.<br>
<br>Kenn<br>LBNL<br><br><div class="gmail_quote">On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <span dir="ltr"><<a href="mailto:gsollazz@sgul.ac.uk">gsollazz@sgul.ac.uk</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 bgcolor="#ffffff" text="#000000">
Hi everyone,<br>
<br>
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.<br>
<br>
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.<br>
<br>
When I create a ticket from the web interface, an e-mail is correctly
sent to the requestor.<br>
My possibly wrong understanding is that any following "Reply" to the
ticket also generates a mail. However, this does not get delivered.<br>
<br>
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):<br>
<br>
<tt>[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)<br>
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for
transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)<br>
[Mon Nov 29 15:13:14 2010] [debug]: Found<b> 6 scrips </b>for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)<br>
[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)<br>
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)<br>
[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)<br>
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)<br>
[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)<br>
[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)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text<br>
From: "Giuseppe Sollazzo via RT" <a href="mailto:our_rt_address@sgul.ac.uk" target="_blank"><our_rt_address@sgul.ac.uk></a><br>
Reply-To: </tt><tt>our_rt_address</tt><tt>@<a href="http://sgul.ac.uk" target="_blank">sgul.ac.uk</a><br>
In-Reply-To: <a href="mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com" target="_blank"><rt-3.8.7-10240-1291041857-1530.7-5-0@example.com></a><br>
References: <a href="mailto:RT-Ticket-7@example.com" target="_blank"><RT-Ticket-7@example.com></a>
<a href="mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com" target="_blank"><rt-3.8.7-10240-1291041857-1530.7-5-0@example.com></a><br>
Message-ID: <a href="mailto:rt-3.8.7-10240-1291043608-791.7-5-0@example.com" target="_blank"><rt-3.8.7-10240-1291043608-791.7-5-0@example.com></a><br>
Precedence: bulk<br>
X-RT-Loop-Prevention: SGUL<br>
RT-Ticket: SGUL #7<br>
Managed-by: RT 3.8.7 (<a href="http://www.bestpractical.com/rt/" target="_blank">http://www.bestpractical.com/rt/</a>)<br>
RT-Originator: <a href="mailto:gsollazz@sgul.ac.uk" target="_blank">gsollazz@sgul.ac.uk</a><br>
MIME-Version: 1.0<br>
Content-Transfer-Encoding: 8bit<br>
Content-Type: text/plain; charset="utf-8"<br>
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)</tt><br>
<tt>[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)<br>
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text<br>
</tt><br>
<br>
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).<br>
<br>
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.<br>
<br>
Any hint about this?<br>
- Scrips: is there any way to deactivate them? Are they required?<br>
- E-mail: what else should I check?<br>
<br>
Thanks,<br>
Giuseppe<br>
<pre cols="72">--
____________________________________
Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE
Email: <a href="mailto:gsollazz@sgul.ac.uk" target="_blank">gsollazz@sgul.ac.uk</a>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
</pre>
</div>
</blockquote></div><br>