[rt-users] RT 3.2.1 not processing scrips properly for email recepients?

Robin Balen - Gyron Internet Ltd robin at gyron.net
Mon Aug 30 16:35:28 EDT 2004

Hi all,

I've been coming up against a brick wall about this for a few hours now - I
hope it's something really simple that I've overlooked.

I've stripped my RT config down to a bare minimum to try and get to the
bottom of this, and currently have the following set-up:

1 queue: queue1
1 group: team1
2 users: user1 and user2

Both user1 and user2 are members of team1.
team1 has been granted all group rights for queue1.
team1 is configured as Administrative Cc watches for queue1.

Everyone has been granted CreateTicket global rights.
Requestor has been granted ReplyToTicket global rights.
Everthing else, including scrips and templates, are as default.

I send an email to queue1 from my gmail account [snipped message IDs etc]:

RT: #4/45 - Scrip 3  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:209)
RT: sent To: robin.balen at gmail.com Cc:  Bcc:
RT: #4/45 - Scrip 4  (/usr/local/rt3/lib/RT/Action/SendEmail.pm:209)
RT: No recipients found. Not sending.
RT: Ticket 4 created in queue 'queue1' by robin.balen at gmail.com

I receive the autoreply just fine (as shown in Scrip3: On Create Autoreply
To Requestors with template Autoreply), however Scrip4 (On Create Notify
AdminCcs with template Transaction ) shows no recipients. I double check the
configuration and it definately has team1 down as AdminCC.

I try manually adding team1 to the AdminCC watcher list using the "people"
tab of the ticket display window. The same thing happens. I try manually
adding user1 and user2 to the AdminCC list, same happens.

The rt log file generally looks good, although I have had occasional
messages like the one pasted at the bottom of this email.

If anyone could point out something I'm doing wrong somewhere, I would
really appreciate it!



# uname -a
Linux 2.6.7-1.517smp #1 SMP Wed Aug 11 16:51:07 EDT 2004 i686 i686 i386

# ./rt-test-dependencies --with-mysql --with-modperl2
        NOTE: mod_perl 2.0 isn't quite ready <snip>
        rt group (rt)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
MAILGATE dependencies:
CLI dependencies:
CORE dependencies:
DEV dependencies:
MODPERL2 dependencies:
MYSQL dependencies:

[Mon Aug 30 19:53:55 2004] [crit]: Trying to check RT::Queue rights for an
unspecified RT::Queue (/usr/local/rt3/lib/RT/Principal_Overlay.pm:355)
[Mon Aug 30 19:53:59 2004] [warning]: Trying to check RT::Queue rights for
an unspecified RT::Queue at /usr/local/rt3/lib/RT/Principal_Overlay.pm line
        RT::Principal::HasRight('RT::Principal=HASH(0x9faa7b4)', 'Object',
'RT::Queue=HASH(0x9fbbb9c)', 'Right', 'SeeQueue') called at
        RT::User::HasRight('RT::User=HASH(0x9faa5f8)', 'Object',
'RT::Queue=HASH(0x9fbbb9c)', 'Right', 'SeeQueue') called at
'Object', 'RT::Queue=HASH(0x9fbbb9c)', 'Right', 'SeeQueue') called at
        RT::Queue::HasRight('RT::Queue=HASH(0x9fbbb9c)', 'Principal',
'RT::CurrentUser=HASH(0x86b0644)', 'Right', 'SeeQueue') called at
'SeeQueue') called at /usr/local/rt3/lib/RT/Queue_Overlay.pm line 987
        RT::Queue::_Value('RT::Queue=HASH(0x9fbbb9c)', 'Name') called at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 409
called at /usr/local/rt3/lib/RT/Record.pm line 794
        eval {...} called at /usr/local/rt3/lib/RT/Record.pm line 792
        RT::Record::Update('RT::Template=HASH(0x86b5a14)', 'AttributesRef',
'ARRAY(0x86bab20)', 'ARGSRef', 'HASH(0x86ba904)', 'AttributePrefix',
'undef') ca$
'ARRAY(0x86bab20)', 'Object', 'RT::Template=HASH(0x86b5a14)', 'ARGSRef',
        HTML::Mason::Commands::__ANON__('Template', 4, 'Queue', 0,
'Template', 4, 'Queue', 0) called at
4)', 'Template', 4, 'Queue', 0, 'Template', 4, 'Queue', 0, ...) called a$
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
        HTML::Mason::Request::comp('undef', 'undef', 'Template', 4, 'Queue',
0, 'Template', 4, 'Queue', ...) called at
86b0464)', 'Template', 4, 'Queue', 0) called at /usr/local/rt3/share/htm$
        HTML::Mason::Commands::__ANON__('Template', 4, 'Queue', 0) called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
4)', 'Template', 4, 'Queue', 0) called at /usr/lib/perl5/site_perl/5.8.0$
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
        HTML::Mason::Request::comp('undef', 'undef', 'undef', 'Template', 4,
'Queue', 0) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297
64)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.$
        eval {...} called at
/usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
er=HASH(0x86b0464)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason$
0x8ab5d64)', 'Apache::RequestRec=SCALAR(0x86b87ec)') called at /usr/loca$
        eval {...} called at /usr/local/rt3/bin/webmux.pl line 105
        RT::Mason::handler('Apache::RequestRec=SCALAR(0x86b87ec)') called at
-e line 0
        eval {...} called at -e line 0
[Mon Aug 30 19:53:59 2004] [crit]: Trying to check RT::Queue rights for an
unspecified RT::Queue (/usr/local/rt3/lib/RT/Principal_Overlay.pm:355)

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