[rt-users] RT stopped sending mail / No recipients found. Not sending.
Kenneth Crocker
KFCrocker at lbl.gov
Thu Dec 20 13:26:17 EST 2007
Alexander,
I agree. If RT could not access the DB, then a lot of things would not
be working. However, my point was really that based on the content of
the error message, RT thinks that it hasn't FOUND the recipient. There
could, and probably are, many possible reasons for that. Perhaps after
accessing the DB, the data gets lost in transition or put into an area
that got misnamed or is not accessible for some reason. I am not a
"Systems" guy when it comes to playing with those technologies (UNIX,
ORACLE, MySQL, etc.), but I have been in the business for a long time
and my debugging skills tell me that RT is having trouble with either
capturing the data or finding/recognizing it after it has been
captured/found/stored. Somewhere in that process, the data is either
getting lost or it becomes unrecognizable, ergo the error message you're
getting. Sorry I can't be of more help. I am REALLY interested in what
you DO find when you get the problem resolved. Best of luck.
Kenn
LBNL
On 12/20/2007 1:41 AM, Alexander Rudolf Gruber wrote:
> 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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