[rt-users] RT stopped sending mail / No recipients found. Not sending.
Alexander Rudolf Gruber
alexander.gruber at abaton.at
Thu Dec 20 05:09:37 EST 2007
Kenneth Crocker schrieb:
> Alexander,
>
>
> IT could be that RT isn't getting to the User table for some
> reason. The error message isn't saying it can't find a function or
> some module isn't responding. It is just saying that it can't find a
> recipient. Since recipients are (usually) some form of user, I would
> look into the DataBase to see if the users ARE there and if they are,
> is the DB down OR has the password for RT to use the DB changed, etc.
> Hope this helps.
>
>
> Kenn
> LBNL
>
Kenn,
please correct me if I got the concept of the RT wrong, but if that was
the case - RT having no access to the user-table due to a
misconfiguration - wouldn't that mean I would not be able to log in or
create any tickets / change owners etc?
Hmm - I just took up the hint and looked into the mysql-database
rtdb->Users and it seems there are all the people who ever opened a
ticket on the system.
Like this entry: (one of my own addresses)
| 2046 | alexander.gruber at gmx.at |
*NO-PASSWORD* | Autocreated on ticket
submission |
NULL
| alexander.gruber at gmx.at | NULL |
NULL | Alexander Rudolf
Gruber | NULL | NULL | NULL |
NULL | NULL | NULL | NULL
| NULL | NULL | NULL | NULL |
NULL | NULL | NULL |
NULL | NULL | NULL | NULL | NULL | NULL | NULL | 1 |
2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 |
I also tried in RT Web-Interface:
Users matching search criteria
Select a user:
* alexander.gruber at gmx.at
<http://192.168.1.213/rt/Admin/Users/Modify.html?id=2046>
* alexander.r.gruber at jeranet.eu
<http://192.168.1.213/rt/Admin/Users/Modify.html?id=104>
* gruber <http://192.168.1.213/rt/Admin/Users/Modify.html?id=46>
/(Download as a tab-delimited file
<http://192.168.1.213/rt/Download/Tabular/User/682,2046,104,46/Users.tsv>)
/This seems to be okay - at least looks that way to me.
gruber is my RT-User and the other addresses are my own private ones I
used to test the system.
If I can provide any more information that could be helpful, please tell me.
Thanks!
Alexander R. Gruber
> On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:
>> *Hi Everyone,
>> *
>> I've got a serious problem with our RT installation, which has worked
>> smoothly for over 6 months and then stopped sending emails (any kind
>> of emails: corresponcende, cc, owner change notifications etc.)
>>
>> The weird thing is that there where no prior changes in queues, no
>> new users and no modification of rights.
>>
>> I've looked through the mailing archives of this list and found some
>> postings of similar problems but could not derive a solution for my
>> case.
>>
>>
>>
>> Here is a short snippet from /var/log/messages:
>>
>> (The actual requester was replaced with "someuser at someplace.net")
>>
>> Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by
>> someuser at someplace.net
>> (/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
>> Dec 17 16:45:02 rt RT:
>> <rt-3.6.1-22185-1197906302-442.450-2-0 at rt.abaton.at> #450/6567 -
>> Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
>> Dec 17 16:45:02 rt RT:
>> <rt-3.6.1-22185-1197906302-442.450-2-0 at rt.abaton.at> No recipients
>> found. Not sending.
>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
>> Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution
>> (s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line
>> 617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-5-0 at rt.abaton.at> #450/6569 -
>> Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-5-0 at rt.abaton.at> No recipients
>> found. Not sending.
>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-6-0 at rt.abaton.at> #450/6569 -
>> Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-7-0 at rt.abaton.at> #450/6569 -
>> Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-7-0 at rt.abaton.at> No recipients
>> found. Not sending.
>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-15-0 at rt.abaton.at> #450/6569 -
>> Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
>> Dec 17 16:45:50 rt RT:
>> <rt-3.6.1-22185-1197906350-281.450-15-0 at rt.abaton.at> No recipients
>> found. Not sending.
>> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
>>
>> Global scrips:
>>
>>
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0>
>> On Correspond Open Tickets with template Blank
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0>
>> On Owner Change Notify Owner with template Transaction
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0>
>> On Create Notify AdminCcs with template Transaction
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0>
>> On Correspond Notify AdminCcs with template Admin Correspondence
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0>
>> On Correspond Notify Requestors and Ccs with template Correspondence
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0>
>> On Correspond Notify Other Recipients with template Correspondence
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0>
>> On Comment Notify AdminCcs as Comment with template Admin Comment
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0>
>> On Comment Notify Other Recipients as Comment with template
>> Correspondence
>> /(no value)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0>
>> On Correspond Notify Owner with template Correspondence
>>
>>
>>
>> Queue-Scrips:
>>
>>
>> Scrips which apply to all queues
>>
>> * /(Scrip #1)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0>
>> On Correspond Open Tickets with template Blank
>> * /(Scrip #2)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0>
>> On Owner Change Notify Owner with template Transaction
>> * /(Scrip #4)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0>
>> On Create Notify AdminCcs with template Transaction
>> * /(Scrip #5)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0>
>> On Correspond Notify AdminCcs with template Admin Correspondence
>> * /(Scrip #6)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0>
>> On Correspond Notify Requestors and Ccs with template
>> Correspondence
>> * /(Scrip #7)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0>
>> On Correspond Notify Other Recipients with template Correspondence
>> * /(Scrip #8)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0>
>> On Comment Notify AdminCcs as Comment with template Admin Comment
>> * /(Scrip #9)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0>
>> On Comment Notify Other Recipients as Comment with template
>> Correspondence
>> * /(Scrip #15)/
>> <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0>
>> On Correspond Notify Owner with template Correspondence
>>
>>
>> Current Scrips
>>
>> /(No scrips)/
>>
>>
>> Templates:
>>
>>
>> *Blank*
>> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=1>
>> A blank template
>>
>> *Transaction*
>> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=3>
>> Default transaction template
>>
>> RT-Attach-Message: yes
>>
>>
>> {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
>> Transaction: {$Transaction->Description}
>> Queue: {$Ticket->QueueObj->Name}
>> Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject
>> given)"}
>> Owner: {$Ticket->OwnerObj->Name}
>> Requestors: {$Ticket->RequestorAddresses}
>> Status: {$Ticket->Status}
>> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>>
>>
>> {$Transaction->Content()}
>> *Admin Correspondence*
>> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=4>
>> Default admin correspondence template
>>
>> RT-Attach-Message: yes
>>
>>
>> <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >
>>
>> {$Transaction->Content()}
>> *Correspondence*
>> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=5>
>> Default correspondence template
>>
>> RT-Attach-Message: yes
>>
>> {$Transaction->Content()}
>> *Admin Comment*
>> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=6>
>> Default admin comment template
>>
>> Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject);
>> $s =~ s/\[Comment\]//g; $comment =~ s/^Re//i; $s;}
>>
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>> This is a comment. It is not sent to the Requestor(s):
>>
>> {$Transaction->Content()}
>> *Status Change*
>> <http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=7>
>> Ticket status changed
>>
>> Subject: Status Changed to: {$Transaction->NewValue}
>>
>>
>> {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>>
>> {$Transaction->Content()}
>>
>>
>>
>> The ticked connected to the message log:
>>
>> History Display mode: Brief headers — Full headers
>> <http://192.168.1.213/rt/Ticket/Display.html?ShowHeaders=1;id=450>
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6566>
>> Mon Dec 17 16:44:53 2007 someuser at someplace.net - Ticket
>> created [Reply
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Respond>]
>> [Comment
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Comment>]
>>
>> Subject: Request-Tracker Test
>> Date: Mon, 17 Dec 2007 16:44:09 +0100
>> To: support at abaton.at
>> From: Someuser <someuser at someplace.net>
>>
>> Download (untitled)
>> <http://192.168.1.213/rt/Ticket/Attachment/6566/3758/> [text/plain 65b]
>> Hallo,
>>
>> ein weiterer Test des Request-Trackers.
>>
>> l.G.
>> Alexander
>>
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6567>
>> Mon Dec 17 16:45:02 2007 gruber - Taken
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6569>
>> Mon Dec 17 16:45:50 2007 gruber - Correspondence added
>> [Reply
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Respond>]
>> [Comment
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Comment>]
>>
>>
>> Download (untitled)
>> <http://192.168.1.213/rt/Ticket/Attachment/6569/3760/> [text/plain 175b]
>> Antwort über Reply.
>>
>> l.G.
>> Alexander
>>
>> On Mon Dec 17 16:44:53 2007, someuser at someplace.net wrote:
>> > Hallo,
>> >
>> > ein weiterer Test des Request-Trackers.
>> >
>> > l.G.
>> > Alexander
>> >
>>
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6570>
>> Mon Dec 17 16:45:50 2007 RT_System - Status changed from 'new' to
>> 'open'
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6573>
>> Mon Dec 17 16:46:45 2007 gruber - Correspondence added
>> [Reply
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Respond>]
>> [Comment
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Comment>]
>>
>>
>> Download (untitled)
>> <http://192.168.1.213/rt/Ticket/Attachment/6573/3763/> [text/plain 11b]
>> Antwort #2.
>>
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6575>
>> Mon Dec 17 16:48:46 2007 gruber - Correspondence added
>> [Reply
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Respond>]
>> [Comment
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Comment>]
>>
>>
>> Download (untitled)
>> <http://192.168.1.213/rt/Ticket/Attachment/6575/3765/> [text/plain 8b]
>> Test #3.
>>
>> # <http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6577>
>> Mon Dec 17 16:52:20 2007 root - Correspondence added
>> [Reply
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Respond>]
>> [Comment
>> <http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Comment>]
>>
>>
>> Download (untitled)
>> <http://192.168.1.213/rt/Ticket/Attachment/6577/3767/> [text/plain 7b]
>> Test #4
>>
>>
>> Note: There are no outgoing mails recorded here. If I reply to Test
>> #4 I get the following:
>>
>>
>> This message will be sent to...
>>
>> /(Check boxes to disable notifications to the listed recipients)/
>>
>> On Correspond Notify AdminCcs with template Admin Correspondence
>>
>> On Correspond Notify Requestors and Ccs with template Correspondence
>>
>> * *To*: someone at someplace.net
>>
>>
>> On Correspond Notify Other Recipients with template Correspondence
>>
>> On Correspond Notify Owner with template Correspondence
>>
>> * *To*: alexander.gruber at abaton.at
>>
>>
>> Messages about this ticket will not be sent to...
>>
>> /(Check boxes to enable notifications to the listed recipients)/
>>
>>
>> -> Still there is no email sent.
>>
>> Additional information:
>>
>> Last week I found a posting in a forum / mailing list - archive
>> concerning the message: No recipients found. Not sending.
>> And an actual reply from the poster, stating that he did not have the
>> "organization" set to the DNS name of the host and that this was the
>> problem. I had a look and found that this was also the case here, so
>> I changed the value to the correct setting. Afterwards it *looked*
>> like the problem was solved - after restarting the apache2 service I
>> was able to successfully test the system and it was sending mails.
>>
>> Today it stoped sending mails again and all my tests yielded the same
>> results as before.
>>
>> RT_SiteConfig.pm:
>>
>> # RT_SiteConfig.pm
>> #
>> # These are the bits you absolutely *must* edit.
>> #
>> # To find out how, please read
>> # /usr/share/doc/request-tracker3.6/NOTES.Debian
>>
>> # THE BASICS:
>>
>> Set($rtname, 'abaton');
>> Set($Organization, 'rt.abaton.at');
>>
>> Set($CorrespondAddress , 'support at abaton.at');
>> Set($CommentAddress , 'support-comment at abaton.at');
>>
>> Set($Timezone , 'Europe/Vienna'); # obviously choose what suits you
>>
>> # THE DATABASE:
>>
>> Set($DatabaseType, 'mysql'); # e.g. Pg or mysql
>>
>> # These are the settings we used above when creating the RT database,
>> # you MUST set these to what you chose in the section above.
>>
>> Set($DatabaseUser , 'rtuser');
>> Set($DatabasePassword , '******');
>> Set($DatabaseName , 'rtdb');
>>
>> # THE WEBSERVER:
>>
>> Set($WebPath , "/rt");
>> Set($WebBaseURL , "http://192.168.1.213");
>>
>> # By default, RT sets the outgoing mail's "From:" header to
>> # "SenderName via RT". Setting this option to 0 disables it.
>>
>> Set($UseFriendlyFromLine , 1);
>>
>> # sprintf() format of the friendly 'From:' header; its arguments
>> # are SenderName and SenderEmailAddress.
>> Set($FriendlyFromLineFormat , "\"%s\" <%s>");
>>
>> Set($LogoURL , $WebImagesURL . "abaton_logo.gif");
>>
>> 1;
>>
>> Rights:
>>
>> * There are no rights granted on user-level.
>> * I've granted redundant CreateTicket / ReplyToTicket rights
>> (Everyone has those so the rest is quite an overkill - that was
>> just to be sure ... but did not help)
>> * Rights are set on group-level:
>>
>> Unprivileged / Everyone / Privileged / Requestor
>>
>>
>> Current rights
>>
>> /(Check box to revoke right)/
>> CreateTicket
>> ReplyToTicket
>>
>>
>> Note: Abaton is the group that all support-members are part of.
>>
>> Abaton
>>
>>
>> Current rights
>>
>> /(Check box to revoke right)/
>> AdminCustomField
>> AdminUsers
>> AssignCustomFields
>> CommentOnTicket
>> ModifyACL
>> ModifyCustomField
>> ModifySelf
>> SeeCustomField
>> ShowACL
>> ShowConfigTab
>> WatchAsAdminCc
>>
>> Queue - GroupRights (All queues have the same setup):
>>
>> Everyone
>>
>>
>> Current rights
>>
>> /(Check box to revoke right)/
>> CreateTicket
>> ReplyToTicket
>>
>> Owner
>>
>>
>> Current rights
>>
>> /(Check box to revoke right)/
>> ModifyTicket
>>
>>
>> Requestor
>>
>>
>> Current rights
>>
>> /(Check box to revoke right)/
>> ReplyToTicket
>> ShowTicket
>>
>>
>> Note: Support is the group that handles the queue support.
>>
>> Support
>>
>>
>> Current rights
>>
>> /(Check box to revoke right)/
>> AssignCustomFields
>> CommentOnTicket
>> CreateTicket
>> DeleteTicket
>> ModifyACL
>> ModifyQueueWatchers
>> ModifyTicket
>> OwnTicket
>> ReplyToTicket
>> SeeQueue
>> ShowACL
>> ShowOutgoingEmail
>> ShowTicket
>> ShowTicketComments
>> StealTicket
>> TakeTicket
>> Watch
>> WatchAsAdminCc
>>
>> ------------------------------------------------------------------------
>>
>> If anyone has any idea how to get that thing working in a stable way
>> again I'd be very happy as I've been tinkering around with the system
>> for a very long time now.
>>
>> Thanks in advance!
>>
>> Alexander R. Gruber
>>
>
>
--
______________________________________
Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH
______________________________________
Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Straße 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber at abaton.at
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