[rt-users] OnCreate -> AdminCC -> Gmail (BCC) Not Showing Up?

[Alex Peters]

Can your single user see those tickets in the RT web interface?  This
ensures that the rights are configured correctly.

It's possible that RT might not be sending mail because it identifies that
user as the user creating the ticket, and by default, RT doesn't email a
user about their own actions.  You can go to the Mail section of the
Preferences page for that user and set "Outgoing Mail" to Yes to be sure.

If all else fails, consider activating RT's debug logging and see what gets
generated.

On 29 November 2014 at 10:51, T. Howell-Cintron <thowellcintron at gmail.com>
wrote:
>
> I have a fresh installation. I created several queues, and a single
> user, and added that user as the AdminCC to the queues.  RT ships with
> a scrip called "On Create Notify Owner and AdminCcs" which is enabled
> and left to the default settings.  I set up a few aliases from
> addresses like support at kathera.org to similarly named RT queues, and
> emails from any address are coming in to RT fine - they show up in the
> web interface almost immediately - and the autoreply is being sent to
> the requester as desired, but the AdminCC is not being notified of the
> ticket creation (nor any other activity on the queue).  Of course I've
> checked all my filters and spam queues, to no avail.
>
> Sending a test message from djhednoiz at gmail.com to support at gmail.com,
> which injects the message into the Support queue, of which
> thowellcintron at gmail.com is an AdminCC:
>
> ==> /var/log/maillog <==
> Nov 28 18:46:00 vps-1145625-18788 postfix/smtpd[27814]: connect from
> mail-wi0-f172.google.com[209.85.212.172]
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: 1DF91F5C807A:
> client=mail-wi0-f172.google.com[209.85.212.172]
> Nov 28 18:46:01 vps-1145625-18788 postfix/cleanup[27818]:
> 1DF91F5C807A: message-id=<CAGrUCUcOmxF_Behi2Wx=qAq29uE4=
> i3mUrDLzirjhrpZ2b4AXw at mail.gmail.com>
> Nov 28 18:46:01 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A:
> from=<djhednoiz at gmail.com>, size=1479, nrcpt=1 (queue active)
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: disconnect
> from mail-wi0-f172.google.com[209.85.212.172]
>
> ==> /var/log/messages <==
> Nov 28 18:46:01 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-54.1010-7-0 at kathera.org> #1010/201 - Scrip
> 7 On Create Autoreply To Requestors
>
> ==> /var/log/maillog <==
> Nov 28 18:46:01 vps-1145625-18788 sendmail[27827]: sASNk1FV027827:
> from=apache, size=2377, class=-60, nrcpts=1,
> msgid=<rt-4.2.9-21684-1417218361-54.1010-7-0 at kathera.org>,
> relay=apache at localhost
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: connect from
> localhost[127.0.0.1]
> Nov 28 18:46:01 vps-1145625-18788 postfix/smtpd[27814]: E0C42F5C8817:
> client=localhost[127.0.0.1]
> Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]:
> E0C42F5C8817: message-id=<
> rt-4.2.9-21684-1417218361-54.1010-7-0 at kathera.org>
> Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817:
> from=<apache at lab.kathera.org>, size=2763, nrcpt=1 (queue active)
> Nov 28 18:46:02 vps-1145625-18788 sendmail[27827]: sASNk1FV027827:
> to=djhednoiz at gmail.com, ctladdr=apache (48/48), delay=00:00:01,
> xdelay=00:00:01, mailer=relay, pri=140377, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as E0C42F5C8817)
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect
> from localhost[127.0.0.1]
>
> ==> /var/log/messages <==
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-54.1010-7-0 at kathera.org> sent  To:
> djhednoiz at gmail.com
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-179.1010-8-0 at kathera.org> #1010/201 - Scrip
> 8 On Create Notify Owner and AdminCcs
>
> ==> /var/log/maillog <==
> Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829:
> from=apache, size=3002, class=-60, nrcpts=1,
> msgid=<rt-4.2.9-21684-1417218361-179.1010-8-0 at kathera.org>,
> relay=apache at localhost
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: connect from
> localhost[127.0.0.1]
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: 37948F5C8818:
> client=localhost[127.0.0.1]
> Nov 28 18:46:02 vps-1145625-18788 postfix/cleanup[27818]:
> 37948F5C8818: message-id=<
> rt-4.2.9-21684-1417218361-179.1010-8-0 at kathera.org>
> Nov 28 18:46:02 vps-1145625-18788 sendmail[27829]: sASNk2aQ027829:
> to=thowellcintron at gmail.com, ctladdr=apache (48/48), delay=00:00:00,
> xdelay=00:00:00, mailer=relay, pri=141002, relay=[127.0.0.1]
> [127.0.0.1], dsn=2.0.0, stat=Sent (Ok: queued as 37948F5C8818)
> Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818:
> from=<apache at lab.kathera.org>, size=3387, nrcpt=1 (queue active)
> Nov 28 18:46:02 vps-1145625-18788 postfix/smtpd[27814]: disconnect
> from localhost[127.0.0.1]
>
> ==> /var/log/messages <==
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-179.1010-8-0 at kathera.org> sent  Bcc:
> thowellcintron at gmail.com
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-1035.1010-9-0 at kathera.org> #1010/201 -
> Scrip 9 On Create Notify Ccs
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-1035.1010-9-0 at kathera.org> No recipients
> found. Not sending.
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-794.1010-10-0 at kathera.org> #1010/201 -
> Scrip 10 On Create Notify Other Recipients
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684]
> <rt-4.2.9-21684-1417218361-794.1010-10-0 at kathera.org> No recipients
> found. Not sending.
> Nov 28 18:46:02 vps-1145625-18788 RT: [21684] Ticket 1010 created in
> queue 'Support' by djhednoiz at gmail.com
>
> ==> /var/log/maillog <==
> Nov 28 18:46:02 vps-1145625-18788 postfix/local[27822]: 1DF91F5C807A:
> to=<rt-support at lab.kathera.org>, orig_to=<support at kathera.org>,
> relay=local, delay=1.4, delays=0.22/0.02/0/1.2, dsn=2.0.0, status=sent
> (delivered to command: /opt/rt4/bin/rt-mailgate --queue support
> --action correspond --no-verify-ssl --url https://rt.kathera.org )
> Nov 28 18:46:02 vps-1145625-18788 postfix/qmgr[4474]: 1DF91F5C807A: removed
> Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27828]: connect to
> gmail-smtp-in.l.google.com[2607:f8b0:400d:c03::1a]:25: Connection
> timed out
> Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27830]: connect to
> gmail-smtp-in.l.google.com[2607:f8b0:400d:c03::1b]:25: Connection
> timed out
> Nov 28 18:46:32 vps-1145625-18788 postfix/smtp[27828]: E0C42F5C8817:
> to=<djhednoiz at gmail.com>,
> relay=gmail-smtp-in.l.google.com[64.233.171.26]:25, delay=31,
> delays=0.22/0.05/30/0.45, dsn=2.0.0, status=sent (250 2.0.0 OK
> 1417218392 dl2si13416697qcb.19 - gsmtp)
> Nov 28 18:46:32 vps-1145625-18788 postfix/qmgr[4474]: E0C42F5C8817: removed
> Nov 28 18:46:33 vps-1145625-18788 postfix/smtp[27830]: 37948F5C8818:
> to=<thowellcintron at gmail.com>,
> relay=gmail-smtp-in.l.google.com[64.233.171.26]:25, delay=31,
> delays=0.24/0.04/30/0.25, dsn=2.0.0, status=sent (250 2.0.0 OK
> 1417218393 y20si13330616qay.132 - gsmtp)
> Nov 28 18:46:33 vps-1145625-18788 postfix/qmgr[4474]: 37948F5C8818: removed
>
>
> ..  Again, I scoured my account thowellcintron at gmail.com and there is
> no such message.  I'm tempted to use a vanilla mail account outside of
> Gmail to confirm that it's not a matter of filtering, but do you good
> ladies and gentlemen see anything obviously amiss in my logs?
>
> With regards,
> Tom Howell-Cintron
>
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