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

[Gene LeDuc]

Hi Jason,

Make sure that you have
    Set($NotifyActor, 1);
in RT_SiteConfig.pm.

By default, RT's Notify module filters out the requestor's address; setting 
$NotifyActor to 1 suppresses this behavior.  If it's not set, RT filters 
out the requestor's address before sending the e-mail, so if the requestor 
was the only recipient then there are no recipients left and you get the 
message you quoted in your log file.  This is one reason that the 
"Autoreply To Requestors" action is necessary - otherwise "Notify 
Requestors" would do the same thing.

If you do have it set in your config file, it's time to load up your scrips 
and templates with $RT::Logger->debug("Value = $value") type statements and 
see what the log file tells you.

Regards,
Gene

At 10:19 AM 9/5/2007, Jason A. Smith wrote:
>Description:  CorrespondNotifyRequestorsCcs
>Action:  Notify Requestors and Ccs
>
>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 22:02:13 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:
>
>
>Anyone have any ideas?  Is this a bug?  We are still using version
>3.4.5.


-- 
Gene LeDuc, GSEC
Security Analyst
San Diego State University