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

[Giuseppe Sollazzo]

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>
Reply-To: our_rt_address at sgul.ac.uk
In-Reply-To: <rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
References: <RT-Ticket-7 at example.com> 
<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>
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
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
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583


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