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

Tue Nov 30 12:00:27 EST 2010

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>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>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><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><rt-3.8.7-10240-1291041857-1530.7-5-0 at example.com>
>> References: <RT-Ticket-7 at example.com> <RT-Ticket-7 at example.com>
>> <rt-3.8.7-10240-1291041857-1530.7-5-0 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><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
>>
>>
>>
>>
>
>
> --
> ____________________________________
>
> 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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