[rt-users] Users and recipients

[Lander, Scott]

http://wiki.bestpractical.com/view/NoRecipFound

It looks like it is replying correctly - make sure the box can send to your user - no mail relay set up maybe?
And, the no recipients found is probably because you don't have any explicit watchers set up for the queue...


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mauricio Tavares
Sent: Thursday, September 17, 2009 10:35 AM
To: RT Users
Subject: [rt-users] Users and recipients

        I am trying to understand a bit more how RT works, so I do apologize in advance for the trivial questions:

  1) When someone sends a support email to RT, it first sees if the users exists on the databases it uses to do user authentication. The local database is checked last even if it is not explicitly defined. So, if we are doing LDAP authentication, RT will first look up the user there and then go to the internal database.

  Q: What does it use to uniquely identify a user? It seems that it will look up the username to compare with users already defined. What else?

If the user does not exist -- customer sending a ticket for the first time -- RT will create that user (in groups Everyone and Unpriviledged) and associate the ticket to the user.

  Q: If I send a test ticket to RT, using the email address raub at testdomain.com, it does not send the ticket back to that address.
In the ticket data screen, it correctly identify Requestors as raub at testdomain.com. But, it seems when it process the email, it does not seem to know the recipient = raub at testdomain.com. Even if I access the ticket (as in log in with my normal/LDAP-based/part-of-support-group
account) and try to reply to it by selecting raub at testdomain.com as the email to send the reply to, it still seems not to find the recipient:

[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-1987.8-3-0 at tickets.internal.domain.com> sent
To: raub at testdomain.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Thu Sep 17 13:29:08 2009] [debug]: About to think about scrips for transaction #141
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-167.8-4-0 at tickets.internal.domain.com> #8/140
- Scrip 4
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Thu Sep 17 13:29:08 2009] [info]:
<rt-3.6.7-21657-1253194147-167.8-4-0 at tickets.internal.domain.com> No recipients found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)

How come?




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