[rt-users] rt instance can't reply

[Tim Dunphy]

Hello,


I just recently setup a new RT 4.0.10 instance and it's working great
except for a certain key point. RT will reply to tickets by email but if
you try to update the ticket to the 'reply' address you get nothing back.
But the ticket itself is updated.

 Currently I'm pulling RT's mail from another server with the addresses '
request at mycompany.com', 'request-reply at mycompany.com' and '
request-comment at mycompany.com'

All three addresses seem to allow you to update the ticket but
request-reply and request-comment does not send the user back a reply. The
addresses are on another mail server and pulled down and into rt by a
fetchmail client called 'getmail'. That worked really well for my last RT
server and seems to be doing it's job here as well. Information is getting
into tickets by email.

 I'm thinking this might be a scrip issue. This is what I see happening in
the logs when I send to the reply address:

 Precedence: bulk

X-RT-Loop-Prevention: mycompany.com

RT-Ticket: mycompany.com #11

Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)

RT-Originator: tim.dunphy at mycompany.com

CC: request at mycompany.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)

[Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual
messages' for user
request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665)

[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc:
line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)

[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)

[Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients
are  (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644)

[Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11]
AutoReply: another test to the queue

From: "Tim Dunphy via RT" <request-reply at mycompany.com>

Reply-To: request-reply at mycompany.com

In-Reply-To: <CD4D31BE.E8401%tim.dunphy at mycompany.com>

References: <RT-Ticket-11 at mycompany.com>

 <rt-4.0.10-31060-1361559842-482.11-3-0 at mycompany.com>

 <CD4D31BE.E8401%tim.dunphy at mycompany.com>

Message-ID: <rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com>

Precedence: bulk

X-RT-Loop-Prevention: mycompany.com

RT-Ticket: mycompany.com #11

Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/)

RT-Originator: tim.dunphy at mycompany.com

CC: request at mycompany.com

MIME-Version: 1.0

Content-Transfer-Encoding: 8bit

Content-Type: text/plain; charset="utf-8"

X-RT-Original-Encoding: utf-8
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651)

[Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc:
line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674)

[Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for
attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683)

[Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred
delivery on transaction #108
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696)

[Fri Feb 22 19:32:02 2013] [info]: <
rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com> #11/108 - Scrip 6 On
Correspond Notify Requestors and Ccs
(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)

[Fri Feb 22 19:32:02 2013] [info]: <
rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com> sent  Cc:
request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)

[Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #11] AutoReply: another test to the queue
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for
transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)

[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of
ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

[Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of
ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

[Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Correspond for txn #108 on ticket #11
(/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377)

[Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #11] AutoReply: another test to the queue
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 19:33:02 2013] [critical]: RT Received mail (<
rt-4.0.10-31080-1361561522-380.11-6-0 at mycompany.com>

) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846)

[Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce
(/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248)

[Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message Bounced
(/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

I was hoping I could get some advice on how to get this to work.

Thanks,
Tim

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
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