Hello,<div><br></div><div> </div><div>I just recently setup a new RT 4.0.10 instance and it's working great except for a certain key point. RT will reply to tickets by email but if you try to update the ticket to the 'reply' address you get nothing back. But the ticket itself is updated. </div>
<div><br></div><div> Currently I'm pulling RT's mail from another server with the addresses '<a href="mailto:request@mycompany.com">request@mycompany.com</a>', '<a href="mailto:request-reply@mycompany.com">request-reply@mycompany.com</a>' and '<a href="mailto:request-comment@mycompany.com">request-comment@mycompany.com</a>'</div>
<div><br></div><div>All three addresses seem to allow you to update the ticket but request-reply and request-comment does not send the user back a reply. The addresses are on another mail server and pulled down and into rt by a fetchmail client called 'getmail'. That worked really well for my last RT server and seems to be doing it's job here as well. Information is getting into tickets by email.</div>
<div><br></div><div> I'm thinking this might be a scrip issue. This is what I see happening in the logs when I send to the reply address:</div><div><br></div><div> Precedence: bulk</div>
<p class="p1">X-RT-Loop-Prevention: <a href="http://mycompany.com">mycompany.com</a></p>
<p class="p1">RT-Ticket: <a href="http://mycompany.com">mycompany.com</a> #11</p>
<p class="p1">Managed-BY: RT 4.0.10 (<a href="http://www.bestpractical.com/rt/">http://www.bestpractical.com/rt/</a>)</p>
<p class="p1">RT-Originator: <a href="mailto:tim.dunphy@mycompany.com">tim.dunphy@mycompany.com</a></p>
<p class="p1">CC: <a href="mailto:request@mycompany.com">request@mycompany.com</a></p>
<p class="p1">MIME-Version: 1.0</p>
<p class="p1">Content-Transfer-Encoding: 8bit</p>
<p class="p1">Content-Type: text/plain; charset="utf-8"</p>
<p class="p1">X-RT-Original-Encoding: utf-8 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual messages' for user <a href="mailto:request@mycompany.com">request@mycompany.com</a> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11] AutoReply: another test to the queue</p>
<p class="p1">From: "Tim Dunphy via RT" <<a href="mailto:request-reply@mycompany.com">request-reply@mycompany.com</a>></p>
<p class="p1">Reply-To: <a href="mailto:request-reply@mycompany.com">request-reply@mycompany.com</a></p>
<p class="p1">In-Reply-To: <<a href="mailto:CD4D31BE.E8401%25tim.dunphy@mycompany.com">CD4D31BE.E8401%tim.dunphy@mycompany.com</a>></p>
<p class="p1">References: <<a href="mailto:RT-Ticket-11@mycompany.com">RT-Ticket-11@mycompany.com</a>></p>
<p class="p1"> <<a href="mailto:rt-4.0.10-31060-1361559842-482.11-3-0@mycompany.com">rt-4.0.10-31060-1361559842-482.11-3-0@mycompany.com</a>></p>
<p class="p1"> <<a href="mailto:CD4D31BE.E8401%25tim.dunphy@mycompany.com">CD4D31BE.E8401%tim.dunphy@mycompany.com</a>></p>
<p class="p1">Message-ID: <<a href="mailto:rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com">rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com</a>></p>
<p class="p1">Precedence: bulk</p>
<p class="p1">X-RT-Loop-Prevention: <a href="http://mycompany.com">mycompany.com</a></p>
<p class="p1">RT-Ticket: <a href="http://mycompany.com">mycompany.com</a> #11</p>
<p class="p1">Managed-BY: RT 4.0.10 (<a href="http://www.bestpractical.com/rt/">http://www.bestpractical.com/rt/</a>)</p>
<p class="p1">RT-Originator: <a href="mailto:tim.dunphy@mycompany.com">tim.dunphy@mycompany.com</a></p>
<p class="p1">CC: <a href="mailto:request@mycompany.com">request@mycompany.com</a></p>
<p class="p1">MIME-Version: 1.0</p>
<p class="p1">Content-Transfer-Encoding: 8bit</p>
<p class="p1">Content-Type: text/plain; charset="utf-8"</p>
<p class="p1">X-RT-Original-Encoding: utf-8 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred delivery on transaction #108 (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [info]: <<a href="mailto:rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com">rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com</a>> #11/108 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [info]: <<a href="mailto:rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com">rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com</a>> sent Cc: <a href="mailto:request@mycompany.com">request@mycompany.com</a> (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #11] AutoReply: another test to the queue (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)</p>
<p class="p1">[Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #108 on ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377)</p>
<p class="p1">[Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #11] AutoReply: another test to the queue (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)</p>
<p class="p1">[Fri Feb 22 19:33:02 2013] [critical]: RT Received mail (<<a href="mailto:rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com">rt-4.0.10-31080-1361561522-380.11-6-0@mycompany.com</a>></p>
<p class="p1">) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846)</p>
<p class="p1">[Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248)</p>
<p class="p1">[Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message Bounced (/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)</p><div> </div><div>I was hoping I could get some advice on how to get this to work.</div>
<div><br></div><div>Thanks,</div><div>Tim<br clear="all"><div><br></div>-- <br>GPG me!!<br><br>gpg --keyserver <a href="http://pool.sks-keyservers.net" target="_blank">pool.sks-keyservers.net</a> --recv-keys F186197B<br><br>
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