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

Kenneth Crocker KFCrocker at lbl.gov
Wed Aug 22 12:18:45 EDT 2007


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



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