[rt-users] RT stops sending mails to ticket requestors

[Kenneth Crocker]

Christopher,


	What kind of privileges have you set up both globally and by Queue for 
the role Requestor. Also, you may have some privileges for system groups 
or user-defined groups that overlap the requestor so that even if the 
actual user does not have a particular privilege as a requestor, they 
may have it as part of the other groups. Hope this helps.


Kenn
LBNL

Christopher Kunz wrote:
> Hi,
> 
> we have been running RT for several years now with great results (around 60K
> tickets so far). However, our RT installation recently started to display a
> weird behavior:
> 
> If a new requestor (has never before opened a ticket with their mail address,
> thus unknown to RT) starts a new ticket, they get the usual auto-reply and the
> ticket is forwarded to the watchers.
> If one of them answers via e-mail, the reply is sent to the other watchers and
> shows in the web-based ticket view, but it is not sent to the requestor.
> If one of the watchers answers via the web-based ticket view, the answer is
> forwarded to the other watchers AND the requestor.
> For each additional ticket that the (then no longer unknown) requestor opens
> with our RT, they do not even receive the auto-reply that is supposed to be
> sent. They also don't receive any replies sent via e-mail.
> 
> I looked into the mail server logs and it can't be a transport problem since the
> mails aren't even queued - RT just doesn't send them. There are no recent
> changes on either RT, the local Perl version or OS that coincide with this odd
> behavior.
> 
> Any pointers?
> 
> Regards,
> 
> --ck