[rt-users] Outbound mail "problem" (or misunderstanding?)

Giuseppe Sollazzo gsollazz at sgul.ac.uk
Wed Dec 1 05:42:58 EST 2010


Hi Kenneth,
thanks a lot for your help. These are the 4 scrips that use the "On 
Correspond" condition"

"On Correspond Notify AdminCcs"              TransactionCreate     On 
Correspond     Notify AdminCcs             Admin Correspondence
"On Correspond Notify Other Recipients"      TransactionCreate     On 
Correspond     Notify Other Recipients     Correspondence
"On Correspond Notify Requestors and Ccs"    TransactionCreate     On 
Correspond     Notify Requestors and Ccs   Correspondence
"On Correspond Open Tickets"                 TransactionCreate     On 
Correspond     Open Tickets                Blank


I would have assumed that the third script would create the reply?

Giuseppe

On 30/11/10 20:25, Kenneth Crocker wrote:
> Giuseppe,
>
> List for me the following information for each Notification scrip that 
> uses "On Correspond" as the condition:
>
> Description:
> Condition:
> Action:
> Template:
> Stage:
>
> Unless you have specific information in a template from Ticket/Custom 
> Field data being set by a scrip running in "TransactionBatch", you 
> really can have them in stage "TransactionCreate".
>
> Kenn
> LBNL
>
>
> On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo 
> <gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>> wrote:
>
>     Hi Kenneth,
>     it's actually the requestor.
>
>     But if I set up a Cc (a one-time Cc) the same thing happens.
>
>     Giuseppe
>
>
>     On 30/11/10 17:00, Kenneth Crocker wrote:
>>     Giuseppe,
>>
>>     Exactly who is NOT getting a notification on Correspondence?
>>     Compare their role with the recipients. If they are not listed as
>>     a "Cc" Watcher (for example) on either the Queue or the Ticket,
>>     then they will not get a notification as a "Cc", etc.
>>
>>     Kenn
>>     LBNL
>>
>>     On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo
>>     <gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>> wrote:
>>
>>         On 29/11/10 17:48, Kenneth Crocker wrote:
>>>         Giuseppe,
>>>
>>>         Most likely, you do not have a notification scrip for "On
>>>         Correspond". I believe the book has several good examples on
>>>         how to build a simple scrip like that. Anyway, check your
>>>         Global/Queue notification scrip sand see if that's the case.
>>>         Hope this helps.
>>>
>>>         Kenn
>>>         LBNL
>>>
>>
>>         Hi Kenneth... that's actually my doubt.
>>         I mean, in my configuration I see 11 scrips. Are they all
>>         "active"? It's not clear to me if you can have "disabled" and
>>         "enabled" scrips.
>>
>>         For example, one of them is:
>>         6
>>         <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0>
>>         On Correspond Notify Requestors and Ccs
>>         <http://Admin/Global/Scrip.html?id=6&Queue=0>
>>         TransactionCreate 	On Correspond 	Notify Requestors and Ccs
>>         Correspondence
>>
>>
>>
>>         Which I had assumed was the one you mention.
>>         I have correctly(?) set up Set($UseTransactionBatch,1);
>>
>>
>>         Found 6 scrips for TransactionCreate stage with applicable
>>         type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
>>         [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips
>>         for transaction #212
>>         (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
>>         [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on
>>         txn #212 of ticket #10
>>         (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
>>         [Tue Nov 30 16:02:55 2010] [debug]: Calling
>>         SetRecipientDigests for transaction
>>         RT::Transaction=HASH(0xbc39118), id 212
>>         (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
>>         [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
>>         recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
>>
>>         But I get a "recipients not found" or "recipients are" and a
>>         null string..
>>         Moreover, in the bottom bit of the reply, the "
>>
>>
>>             Messages about this ticket will not be sent to...
>>
>>         /(Check boxes to enable notifications to the listed
>>         recipients)/ "
>>
>>         part is actually empty.
>>
>>         Any hint?
>>
>>         Thanks everyone,
>>         Giuseppe
>>
>>
>>>         On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo
>>>         <gsollazz at sgul.ac.uk <mailto:gsollazz at sgul.ac.uk>> wrote:
>>>
>>>             Hi everyone,
>>>
>>>             I'm playing with our rather vanilla installation of RT
>>>             in which we're supposed to have, at least for the
>>>             moment, one general queue from which tickets will be
>>>             moved into two other real queue according to the department.
>>>
>>>             Trying to configure mail in and mail out, I happen to
>>>             have a behaviour which I can't totally explain and was
>>>             wondering if anyone could help figuring out.
>>>
>>>             When I create a ticket from the web interface, an e-mail
>>>             is correctly sent to the requestor.
>>>             My possibly wrong understanding is that any following
>>>             "Reply" to the ticket also generates a mail. However,
>>>             this does not get delivered.
>>>
>>>             I'm a bit puzzled as if RT manages to send the first one
>>>             I assume the configuration of the e-mail is correct.
>>>             rt.log shows this sequence (edited):
>>>
>>>             [Mon Nov 29 15:13:14 2010] [debug]: About to think about
>>>             scrips for transaction #189
>>>             (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
>>>             [Mon Nov 29 15:13:14 2010] [debug]: About to prepare
>>>             scrips for transaction #189
>>>             (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
>>>             [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
>>>             TransactionCreate stage with applicable type(s)
>>>             Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: About to think about
>>>             scrips for transaction #190
>>>             (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: About to prepare
>>>             scrips for transaction #190
>>>             (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
>>>             TransactionCreate stage with applicable type(s)
>>>             Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: About to commit
>>>             scrips for transaction #190
>>>             (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5
>>>             on txn #190 of ticket #7
>>>             (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Calling
>>>             SetRecipientDigests for transaction
>>>             RT::Transaction=HASH(0xc6ff3cc), id 190
>>>             (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield
>>>             To; recipients are 
>>>             (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
>>>             From: "Giuseppe Sollazzo via RT"
>>>             <our_rt_address at sgul.ac.uk>
>>>             <mailto:our_rt_address at sgul.ac.uk>
>>>             Reply-To: our_rt_address at sgul.ac.uk <http://sgul.ac.uk>
>>>             In-Reply-To:
>>>             <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>             <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>             References: <RT-Ticket-7 at example.com>
>>>             <mailto:RT-Ticket-7 at example.com>
>>>             <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>             <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>>>             Message-ID:
>>>             <rt-3.8.7-10240-1291043608-791.7-5-0 at example.com>
>>>             <mailto:rt-3.8.7-10240-1291043608-791.7-5-0 at example.com>
>>>             Precedence: bulk
>>>             X-RT-Loop-Prevention: SGUL
>>>             RT-Ticket: SGUL #7
>>>             Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
>>>             RT-Originator: gsollazz at sgul.ac.uk
>>>             <mailto:gsollazz at sgul.ac.uk>
>>>             MIME-Version: 1.0
>>>             Content-Transfer-Encoding: 8bit
>>>             Content-Type: text/plain; charset="utf-8"
>>>             X-RT-Original-Encoding: utf-8
>>>             (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred
>>>             recipients from To: line
>>>             (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred
>>>             recipients for attribute creation
>>>             (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield
>>>             Cc; recipients are 
>>>             (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
>>>             [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
>>>
>>>
>>>             And again, multiple times. I assume it's because 6
>>>             scrips match. However, none of these is ever delivered.
>>>             A series of error about gpg follows (which I assume it's
>>>             not required for the system to work, as it manages to
>>>             send the first e-mail without complaining).
>>>
>>>             I haven't configured the scrips myself, they seemed to
>>>             be part of the "standard" install and I had assumed they
>>>             are needed for the system to work... maybe I'm wrong
>>>             about this.
>>>
>>>             Any hint about this?
>>>             - Scrips: is there any way to deactivate them? Are they
>>>             required?
>>>             - E-mail: what else should I check?
>>>
>>>             Thanks,
>>>             Giuseppe
>>>
>>>             -- 
>>>             ____________________________________
>>>
>>>             Giuseppe Sollazzo
>>>             Senior Systems Analyst
>>>             Computing Services
>>>             Information Services
>>>             St. George's, University Of London
>>>             Cranmer Terrace
>>>             London SW17 0RE
>>>
>>>             Email:gsollazz at sgul.ac.uk  <mailto:gsollazz at sgul.ac.uk>
>>>             Direct Dial: +44 20 8725 5160
>>>             Fax: +44 20 8725 3583
>>>
>>>                  
>>>
>>>
>>
>>
>>         -- 
>>         ____________________________________
>>
>>         Giuseppe Sollazzo
>>         Senior Systems Analyst
>>         Computing Services
>>         Information Services
>>         St. George's, University Of London
>>         Cranmer Terrace
>>         London SW17 0RE
>>
>>         Email:gsollazz at sgul.ac.uk  <mailto:gsollazz at sgul.ac.uk>
>>         Direct Dial: +44 20 8725 5160
>>         Fax: +44 20 8725 3583
>>
>>              
>>
>>
>
>
>     -- 
>     ____________________________________
>
>     Giuseppe Sollazzo
>     Senior Systems Analyst
>     Computing Services
>     Information Services
>     St. George's, University Of London
>     Cranmer Terrace
>     London SW17 0RE
>
>     Email:gsollazz at sgul.ac.uk  <mailto:gsollazz at sgul.ac.uk>
>     Direct Dial: +44 20 8725 5160
>     Fax: +44 20 8725 3583
>
>          
>
>


-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz at sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583


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