[rt-users] Autoreply to requestor not working

[Christopher Kunz]

 Hi,

Our RT 3.8.8 installation does not send autoreplies to requestors if the
ticket is opened via E-Mail. If it is opened via the web interface, the
autoreply is sent. The debug log shows the following behavior:

(Only the autoreply part contained)

[Mon Aug 23 15:05:21 2010] [debug]: Converting 'ISO-8859-15' to 'utf-8'
for text/plain - hfg (/usr/local/rt/bin/../lib/RT/I18N.pm:249)
[Mon Aug 23 15:05:21 2010] [debug]: Mail from user #347309
(kunz at requestor-domain.com)
(/usr/local/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75)
[Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for
transaction #714762 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for
transaction #714763 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for
transaction #714764 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for
transaction #714765 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for
transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Aug 23 15:05:22 2010] [debug]: About to prepare scrips for
transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:167)
[Mon Aug 23 15:05:22 2010] [debug]: Found 3 scrips for TransactionCreate
stage with applicable type(s) Create
(/usr/local/rt/bin/../lib/RT/Scrips_Overlay.pm:370)
[Mon Aug 23 15:05:24 2010] [debug]: About to commit scrips for
transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:187)
[Mon Aug 23 15:05:24 2010] [debug]: Committing scrip #68 on txn #714766
of ticket #99050 (/usr/local/rt/bin/../lib/RT/Scrips_Overlay.pm:190)
[Mon Aug 23 15:05:24 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x911cc68), id 714766
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:635)
[Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield To; recipients
are  (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651)
[Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre
Anfrage hfg
From: "Christopher Kunz via RT" <info at our-2nd-domain.com>
Reply-To: info at our-2nd-domain.com
In-Reply-To: <4C728E2C.2080207 at requestor-domain.com>
References: <RT-Ticket-99050 at our-domain.com>
<4C728E2C.2080207 at requestor-domain.com>
Message-ID: <rt-3.8.8-2326-1282575923-597.99050-68-0 at our-domain.com>
Precedence: bulk
X-RT-Loop-Prevention: Filoo GmbH
RT-Ticket: Filoo GmbH #99050
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: kunz at requestor-domain.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658)
[Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from
To: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681)
[Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690)
[Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield Cc; recipients
are  (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651)
[Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre
Anfrage hfg
From: "Christopher Kunz via RT" <info at our-2nd-domain.com>
Reply-To: info at our-2nd-domain.com
In-Reply-To: <4C728E2C.2080207 at requestor-domain.com>
References: <RT-Ticket-99050 at our-domain.com>
<4C728E2C.2080207 at requestor-domain.com>
Message-ID: <rt-3.8.8-2326-1282575923-597.99050-68-0 at our-domain.com>
Precedence: bulk
X-RT-Loop-Prevention: Filoo GmbH
RT-Ticket: Filoo GmbH #99050
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: kunz at requestor-domain.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658)
[Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from
Cc: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681)
[Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690)
[Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield Bcc; recipients
are  (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651)
[Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre
Anfrage hfg
From: "Christopher Kunz via RT" <info at our-2nd-domain.com>
Reply-To: info at our-2nd-domain.com
In-Reply-To: <4C728E2C.2080207 at requestor-domain.com>
References: <RT-Ticket-99050 at our-domain.com>
<4C728E2C.2080207 at requestor-domain.com>
Message-ID: <rt-3.8.8-2326-1282575923-597.99050-68-0 at our-domain.com>
Precedence: bulk
X-RT-Loop-Prevention: Filoo GmbH
RT-Ticket: Filoo GmbH #99050
Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/)
RT-Originator: kunz at requestor-domain.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658)
[Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from
Bcc: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681)
[Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690)
[Mon Aug 23 15:05:24 2010] [debug]: No recipients found for deferred
delivery on transaction #714766
(/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:703)
[Mon Aug 23 15:05:24 2010] [info]:
<rt-3.8.8-2326-1282575923-597.99050-68-0 at our-domain.com> #99050/714766 -
Scrip 68 Autoreply (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300)
[Mon Aug 23 15:05:24 2010] [info]:
<rt-3.8.8-2326-1282575923-597.99050-68-0 at our-domain.com> No recipients
found. Not sending. (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352)

The last line shows the "No recipients found. Not sending" behavior that
is outlined in the FAQ - but only for AdminCC or CC fields. However,
this is a pretty standard scrip and it is being executed:

Scrip #68
Description: Autoreply
Condition: On Create
Action: Autoreply To Requestors
Template: Autoreply de-punkt  
Stage: TransactionCreate

I'm baffled that although there's a legitimate, usable mail address in
the From (and the ticket is created without any problem), the autoreply
doesn't find any usable addresses.

Does anyone have any idea for this?

Is it possible that the settiing "Outgoing Mail" is implicitly set to 0
for all existing users, overriding the Set($NotifyActor, 1)
configuration option in my config? If so, how to remedy?

Regards,

--ck