[rt-users] reply via email from AdminCC does not go to Requestor

チャンドラ mchandler at ky.ttk.i-fielding.jp
Wed Jul 30 03:53:49 EDT 2008

Hi everybody,

I am running a new installation of RT3.6, and most things work fine
except for the following:

A new user can send a mail to RT and properly get automatically
registered, and the AdminCCs get the new ticket notify sent to them.
If an AdminCC (or owner) uses the UI to reply, the Requestor is properly
sent a mail.  However, if an AdminCC (or owner) sends a reply via email,
the other AdminCCs get notified, but not the Requestor.
In all cases the Requestor is different from the AdminCC (or owner)
sending the reply, and the Requestor is an unprivileged user.

I use the stock scrips:
1. On Correspond Open Tickets with template Blank
2. On Owner Change Notify Owner with template Transaction
3. On Create Notify AdminCcs with template Transaction
4. On Correspond Notify AdminCcs with template Admin Correspondence
5. On Correspond Notify Requestors and Ccs with template Correspondence
6. On Correspond Notify Other Recipients with template Correspondence
7. On Comment Notify AdminCcs as Comment with template Admin Comment
8. On Comment Notify Other Recipients as Comment with template

Scrip 5 should be taking care of sending reply mail back to the
requestor.  In the logs, I get the much discussed message:

Jul 30 15:32:06 rt RT:
<rt-3.6.6-10700-1217399523-1220.10995-6-0 at rt.example.com> #10995/79531 -
Scrip 5  (/var/www/rt3/lib/RT/Action/SendEmail.pm:266)
Jul 30 15:32:06 rt RT:
<rt-3.6.6-10700-1217399523-1220.10995-6-0 at rt.example.com> No recipients
found. Not sending. (/var/www/rt3/lib/RT/Action/SendEmail.pm:278)

The UI works, so maybe its a rights problem?
Currently the Requestor group has the following rights on the queue:

Also, NotifyActor is set to 1

I have searched the archives (and Google) and found there are people
with similar problems, but unfortunately without any solution that works
for me.

Any advice would be greatly appreciated.


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