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

Tue Nov 30 15:25:26 EST 2010

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>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>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
>>
>>
>>
>>
>
>
> --
> ____________________________________
>
> 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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