[rt-users] Reply not sending email

[Matti Taina]

Hi everyone.

I tried googling for this for a while, so I hope it's not something as trivial as R'ing TFM.

What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed "Outgoing email recorded" on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open).
The RT version is 3.8.8.

Thanks in advance,
Matti