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<p>All,<br>
<br>
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. <br>
</p>
<p>[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)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Checking Transaction Type: Correspond ((eval 1554):10)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Owner = RT::Ticket=HASH(0x7f8a8704f708)->Owner ((eval 1554):11)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Requestor = <a href="mailto:unprivileged@domain.com">
unprivileged@domain.com</a> ((eval 1554):12)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Actor = <a href="mailto:priviliged@domain.com">
priviliged@domain.com</a> ((eval 1554):13)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Ticket ID = RT::Ticket=HASH(0x7f8a8704f708)->ID ((eval 1554):14)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Correspondence. Checking content. ((eval 1554):16)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Content does not begin with --. Returning 1. ((eval 1554):18)<br>
[Thu Sep 6 00:50:23 2012] [info]: > Scrip #57 - Check Exception On Create Notify ((eval 1580):10)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #57 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #10 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:247)<br>
[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)<br>
[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)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Subject: RE: [DevOps #162291] Resolved: Test Ticket - Correspondence<br>
From: "Privileged User" <RT <<a href="mailto:rt@rt.domain.com">rt@rt.domain.com</a>>><br>
Reply-To: RT <<a href="mailto:rt@rt.domain.com">rt@rt.domain.com</a>><br>
In-Reply-To: <<a href="mailto:randomtext@emailserver.domain.com">randomtext@emailserver.domain.com</a>><br>
References: <a href="mailto:RT-Ticket-162291@domain.com">RT-Ticket-162291@domain.com</a> <<a href="mailto:randomtext@emailserver.domain.com>,<rt-4.0.6-random@domain.com">randomtext@emailserver.domain.com>,<rt-4.0.6-random@domain.com</a>> <<a href="mailto:randomtext@emailserver.domain.com">randomtext@emailserver.domain.com</a>><br>
Message-ID: <<a href="mailto:rt-4.0.6-753-1346892623-1068.162291-5-0@prg.com">rt-4.0.6-randomte</a>xt@domain.com><br>
Precedence: bulk<br>
X-RT-Loop-Prevention: domain.com<br>
RT-Ticket: domain.com #162291<br>
Managed-by: RT 4.0.6 (<a href="http://www.bestpractical.com/rt/">http://www.bestpractical.com/rt/</a>)<br>
RT-Originator: <a href="mailto:priviligeduser@domain.com">priviligeduser@domain.com</a><br>
<font color="#ff0000">Bcc: List of AdminCcs</font></p>
<p><font color="#ff0000">To: "AdminCc of domain.com Ticket No. 162291":;<br>
</font>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/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:697)<br>
[Thu Sep 6 00:50:23 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:706)<br>
</p>
<p>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:</p>
<p>[Thu Sep 6 00:50:01 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:706)<br>
[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)<br>
[Thu Sep 6 00:50:01 2012] [info]: <<a href="mailto:rt-4.0.6-784-randomtext@domain.com">rt-4.0.6-784-randomtext@domain.com</a>> #162291/1421195 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308)<br>
[Thu Sep 6 00:50:01 2012] [info]: <<a href="mailto:rt-4.0.6-784-randomtext@domain.com">rt-4.0.6-784-randomtext@domain.com</a>> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:353)<br>
</p>
<p>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.</p>
<p>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>
<p> </p>
<p>P.S., Thank you for all of the improvements to RT4!</p>
<p><br>
Thanks!<br>
Jennifer</p>
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