[rt-users] RT not always notifying the ticket requestor.

[Jason A. Smith]

We have a global scrip configured like so:

Description:  CorrespondNotifyRequestorsCcs
Condition:  On Correspond
Action:  Notify Requestors and Ccs 
Template:  Global template Correspondence
Stage:  TransactionCreate

Most of the time, this appears to be working perfectly, but we just had
a user complain that he never received any replies to his ticket and
when I looked at the ticket history on the web interface and the RT
server logs, I can see that this scrip never sent the email that it was
supposed to:

[Mon Aug 27 22:02:12 2007] [debug]: About to think about scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Mon Aug 27 22:02:12 2007] [debug]: About to prepare scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Mon Aug 27 22:02:12 2007] [debug]: Found 8 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Mon Aug 27 22:02:13 2007] [debug]: About to prepare scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Mon Aug 27 22:02:13 2007] [debug]: Found 3 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Mon Aug 27 22:02:13 2007] [info]: <rt-3.4.5-22010-1188252132-1730.3989-5-0 at rt-racf.bnl.gov> #3989/89649 - Scrip 5 CorrespondNotifyAdminCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89651 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Mon Aug 27 22:02:13 2007] [info]: <rt-3.4.5-22010-1188252132-1730.3989-5-0 at rt-racf.bnl.gov> sent To:  Cc:  Bcc: [--== email addresses stripped out ==--] (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Mon Aug 27 22:02:13 2007] [info]: <rt-3.4.5-22010-1188252132-1730.3989-6-0 at rt-racf.bnl.gov> #3989/89649 - Scrip 6 CorrespondNotifyRequestorsCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [info]: <rt-3.4.5-22010-1188252132-1730.3989-6-0 at rt-racf.bnl.gov> No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Mon Aug 27 22:02:13 2007] [info]: <rt-3.4.5-22010-1188252132-1730.3989-7-0 at rt-racf.bnl.gov> #3989/89649 - Scrip 7 CorrespondNotifyOther (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [info]: <rt-3.4.5-22010-1188252132-1730.3989-7-0 at rt-racf.bnl.gov> No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249)

Why does RT think there are no requestors to send the correspondence to?
Looking at ticket #3989 on the web interface clearly shows that there is
a requestor, and same with the rt command line:

$ rt show ticket/3989
id: ticket/3989
Queue: General
Owner: mccarthy
Creator: <username_removed>@bnl.gov
Subject: rterm fails on atlasgw01.
Status: resolved
Priority: 0
InitialPriority: 0
FinalPriority: 0
Requestors: <username_removed>@bnl.gov
Cc:
AdminCc:
Created: Sat Aug 25 18:24:07 2007
Starts: Not set
Started: Not set
Due: Not set
Resolved: Thu Aug 30 12:18:32 2007
Told: Thu Aug 30 12:18:32 2007
TimeEstimated: 0
TimeWorked: 0
TimeLeft: 0

Anyone have any ideas?  Is this a bug?  We are still using version
3.4.5.

~Jason


-- 
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|  Jason A. Smith                          Email:  smithj4 at bnl.gov |
|  Atlas Computing Facility, Bldg. 510M    Phone: +1-631-344-4226  |
|  Brookhaven National Lab, P.O. Box 5000  Fax:   +1-631-344-7616  |
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