[rt-users] no outgoing mail.

[Gary Stainburn]

On Friday 22 March 2002 2:49 pm, Smylers wrote:
> Gary Stainburn wrote:
> > I am right in thinking 'comment' only records it inside RT but reply
> > sends an email?
>
> Not really.  The idea is that reply is for mailing responses to the
> Requestor (and CCing your staff as well), and that comment just mails
> your staff for discussing stuff internally that you don't want the
> Requestor to know about.
>
> Whether it actually works like that depends on how you've set your
> scrips up, but in general both should send mail.  (You could set up your
> scrips so that comment never mails, if that's what you want.)
>
> Note that if you add a comment or reply on the website, you won't mail
> yourself.  Therefore if you are the only watcher on a ticket, 'Exim'
> won't be called.  (I've found a webmail account to be handy for testing
> this kind of stuff out, so you can mail yourself without 'RT' spotting
> it!)
>
> Smylers

This is really getting weard now.

Based on your description above, if I create a ticket as 'tanveer', and reply 
as 'gary', it should generate an email - it did't. Nor did it generate an 
error message anywhere to show that it tried and failed.

The global scrips I've got are (presumably defaulted): 
OnComment NotifyOtherRecipientsAsComment with template Correspondence
OnCorrespond NotifyOtherRecipients with template Correspondence

which looks like how you described the actions above Smylers.

To me, this suggests that somewhere there is a problem telling RT to not 
carry out the above actions, or that in carrying them out, something fails 
quite early on - i.e. before getting to the sendmail stage.

However, when I added the following scrip to one of my queues, it 
successfully managed to send emails to all watchers when I resolved a test 
ticket.

OnResolve NotifyAllWatchers with template Resolved

This therefore means that the mechanics of sending the emails works, and 
therefore the problem is with the trigger mechanism.

The ticket I'm working on has tanveer as requestor, gary as owner, and the 
queue has tanveer, gary, and peter as watchers.

who *should* get a response if 'root' comments, reply's or resolves to this 
ticket?

(Sorry for waffling)
-- 
Gary Stainburn
 
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