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

Giuseppe Sollazzo gsollazz at sgul.ac.uk
Wed Dec 1 06:22:25 EST 2010


Just to add a little bit of info, the "Admin Correspondence" template 
only did

"RT-Attach-Message: yes


<URL: {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}"

so I was not sure it e-mailed (it should). To be sure, I created a 
template called "Reply" attached to the script that does as follows:
"Subject: Information about: {$Ticket->Subject} - ID {$Ticket->id()}


Greetings,

This message has been automatically generated in response to the status 
update of a ticket regarding:
     "{$Ticket->Subject()}",
a summary of which appears below.

                         Thank you,
                         {$Ticket->QueueObj->CorrespondAddress()}

-------------------------------------------------------------------------
{$Transaction->Content()}"

but still no luck.

Giusepe


On 01/12/10 10:42, Giuseppe Sollazzo wrote:
> 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
>
>    


-- 
____________________________________

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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