[rt-users] Outbound mail "problem" (or misunderstanding?)
Giuseppe Sollazzo
gsollazz at sgul.ac.uk
Tue Nov 30 11:04:55 EST 2010
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
</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
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
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