[rt-users] Outbound mail "problem" (or misunderstanding?)
Giuseppe Sollazzo
gsollazz at sgul.ac.uk
Tue Nov 30 12:04:12 EST 2010
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
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583
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