[rt-users] No recipients found. Not sending.

[Ben Ruset]

I'm using the default scrips that come with RT. I added another for
testing purposes. There are all from the global config -- I have nothing
specifically customized for an individual queue.

	(no value)
On Correspond Open Tickets with template Blank
	(no value)
On Owner Change Notify Owner with template Transaction
	(no value)
On Create Autoreply To Requestors with template Autoreply
	(no value)
On Create Notify AdminCcs with template Transaction
	(no value)
On Correspond Notify AdminCcs with template Admin Correspondence
	(no value)
On Correspond Notify Requestors and Ccs with template Correspondence
	(no value)
On Correspond Notify Other Recipients with template Correspondence
	(no value)
On Comment Notify AdminCcs as Comment with template Admin Comment
	(no value)
On Comment Notify Other Recipients as Comment with template
Correspondence
	(no value)
On Resolve Notify Requestors with template Resolved
	(no value)
On Transaction Notify Owner with template Correspondence 

The last one "On Transaction Notify Owner with template Correspondence"
was something I made to test step 3b. The specifics of that are as
follows:

Description: <blank>
Condition: On Transaction
Action: Notify Owner
Template: Global Template: Correspondance
Stage: TransactionCreate

I have nothing in the user defined conditions.

Now, when a ticket is created by a user, they *do* get the automated
email in step 2. When a ticket is resolved, they also get an email
saying "according to our records, your request is resolved." It just
seems like steps in the middle fail.


Ben Ruset
IT Manager, GridApp Systems
email: bruset at gridapp.com
tel: 646-452-4042
web: http://www.gridapp.com

-----Original Message-----
From: Stephen Turner [mailto:sturner at MIT.EDU] 
Sent: Thursday, February 22, 2007 3:40 PM
To: Ben Ruset; Kenneth Crocker
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] No recipients found. Not sending.

At Thursday 2/22/2007 03:37 PM, Ben Ruset wrote:
>The only template that I have changed was just the autoreply one, and 
>that was just slight rewording.
>
>Am I right in assuming that the workflow of tickets should work like
>this:
>
>1. User sends a helpdesk request
>2. RT sends an autoresponse
>3. User can send a reply back to RT with the [Blah #XXX] number in the 
>subject 3a. RT will attach their correspondance to the ticket (shows in

>the web
>UI)
>3b. RT will send an autoresponse back to the requestor
>
>What I am seeing is that 3b. is not working. Also, I would assume that 
>RT should send an email to the ticket owner to let them know that there

>has been an update to the ticket. In my case, that's not happening.
>
>If it helps diagnose, I can post the output of any log entry or config 
>file. Everything *looks* like it should work, but for whatever reason, 
>it's not.

Ben,

If you could list the scrips for the queue you're working with, and the
global scrips, this might help diagnose the problem. Steps 2 and 3b
above depend on having the scrips set up.

Steve