[rt-users] rt instance can't reply

Fri Feb 22 15:44:32 EST 2013

I think my problem centers around this part of the logs:

[Fri Feb 22 20:39:02 2013] [info]: <
rt-4.0.10-3716-1361565542-874.2-6-0 at mycompany.com> sent  Cc:
request at mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)

[Fri Feb 22 20:39:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - Re: [Operations #2] AutoReply: first ticket
(/usr/local/rt4/sbin/../lib/RT/I18N.pm:244)

[Fri Feb 22 20:39:02 2013] [debug]: About to think about scrips for
transaction #160 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173)

[Fri Feb 22 20:39:02 2013] [debug]: Committing scrip #1 on txn #159 of
ticket #2 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182)

Thanks,

Tim

On Fri, Feb 22, 2013 at 2:52 PM, Tim Dunphy <bluethundr at gmail.com> wrote:

> 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
>
>

-- 
GPG me!!

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