[rt-users] Request assistance understanding unexpected mail behavior

[Paula McGraw]

Installation is RT 3.0.11 (win32) - default, out of the box config
running on WIN2K Server

Edited configuration to reflect SMTPServer preference.  Using a
Symantec Mail Security for SMTP Gateway v4.x.  RT outbound mail is
accepted / delivered by SAVSMTP Gateway with a caveat - only the first
address logged as sent to actually receives the message.  We're not
logging an errors in the SAVSMTP gateway, appears like addresses 1+
aren't being processed, only the first address listed actually receives
a copy of the message.

This behavior is even more confusing for clients and technicians
because the lucky person that does get the message sees the other
addresses listed as cc's of the mail received.  The cc's are valid - a
reply all will mail all listed.

Trying to diagnose and fix this is making me a little nuts.  Any kind
soul out there able to clear up this mystery and clue me in to what's
going on?

Specific example - from \Program Files\OurInternet\Request
Tracker\winrt\logs\rt.log

Ticket 17 requester is pmcgraw at aamc.org 
Scrip 5 - on correspond, notify requesters and ccs 
Scrip 6 - on correspond, notify other recipients

My read of the log is that Scrip 5 sent correspondence to
pmcgraw at aamc.org and paulamcgraw at cox.net, pmcgraw at myrealbox.com and
tlc05 at aamc.org 
but in fact only the first address, pmcgraw at aamc.org received the
message.  

I would also conclude that Scrip 6 sent correspondence to
tlc02 at aamc.org and sdcommunications at aamc.org but in fact only
tlc02 at aamc.org received the message.

[Sat Aug 28 22:16:43 2004] [info]:
<rt-3.0.11-17-42.13.9727783203125 at AAMC.ORG> #17/42 - Scrip 5 
(C:/Program Files/OurInternet/Request
Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:92)
[Sat Aug 28 22:16:44 2004] [info]:
<rt-3.0.11-17-42.13.9727783203125 at AAMC.ORG> sent To:
<pmcgraw at aamc.org> Cc:
<paulamcgraw at cox.net>,<pmcgraw at myrealbox.com>,<tlc05 at aamc.org>
Bcc:  (C:/Program Files/OurInternet/Request
Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:314)
[Sat Aug 28 22:16:44 2004] [info]:
<rt-3.0.11-17-42.10.6793212890625 at AAMC.ORG> #17/42 - Scrip 6 
(C:/Program Files/OurInternet/Request
Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:92)
[Sat Aug 28 22:16:45 2004] [info]:
<rt-3.0.11-17-42.10.6793212890625 at AAMC.ORG> sent To:
<tlc02 at aamc.org>,<sdcommunications at aamc.org> Cc:  Bcc: 
(C:/Program Files/OurInternet/Request
Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:314)

What am I overlooking?