[rt-users] Problem sending email from Reply

Kevin Falcone falcone at bestpractical.com
Mon May 19 13:34:30 EDT 2014

On Mon, May 19, 2014 at 09:21:15AM +0200, "Tamás, Szép" wrote:
> > Which problems, we've walked a few clients through upgrading from that
> vintage of RTIR, keeping their data intact.
> Good to know! Maybe I will try that. It may take a lot of time to
> upgrade from version to version however and as a GovCERT we can't stop
> incident handling so I don't want to mess with the live one. Any ideas?

Don't ugprade from version to version.
Copy the database to a new system.  Install RT 4.0.20 and follow all
the upgrading steps.  Then install RTIR 3.0.2 and follow those
upgrading steps.  You will need to have some downtime obviously, but
you cannot know how much downtime without running through the

Installing each intermediate RT/RTIR version is unnecessary and no
documentation implies you need to do that.  If you find documentation
that suggests it, please file a bug so I can remove it.

> > These are both standard built-in features of RT and RTIR
> I don't understand. Not sending email to the sender when I want to and
> not sending email to the correspondent when launching an investigation
> are built-in features? I would say it is a bad configuration at us or
> something like that.

No.  Sending mail to the correspondent on reply or on investigation
creation are standard features of RTIR.  That they are not working
implies a misconfiguration or error in your install.

> I sent in a problem, RT got it. Then I (root user in RT) took it,
> replied to it (error#1:email wasn't sent), created an Incident from the
> report and finally launched an Investigation with a correspondent
> (error#2:email wasn't sent).

I see two problems here.
RT thinks that problem_sender at acme.com isn't a valid email recipient.
Please show the Correspondents page for ticket 53 and the user page
for that user to confirm they are set up properly.

Additionally, you should not make the RTIR email address the AdminCc
of the IR queue.  This is causing RT to send mail to itself which has
to be detected as a bounce loop and dropped.

> Here is the log (if it helps better, I create a new one with debug mode):
> <rt-4.0.18-13534-1400497961-1507.53-6-0 at cert-hungary.hu> No recipients
> found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385)
> [13534] [Mon May 19 11:12:41 2014] [info]:
> <rt-4.0.18-13534-1400497961-399.53-50-0 at cert-hungary.hu> #53/745 - Scrip
> 50 Response to Sender (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
> [13534] [Mon May 19 11:12:41 2014] [info]:
> <rt-4.0.18-13534-1400497961-399.53-50-0 at cert-hungary.hu> No recipients
> found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385)
> [13535] [Mon May 19 11:12:42 2014] [critical]: RT Received mail
> (<rt-4.0.18-13534-1400497961-1073.53-5-0 at cert-hungary.hu>
> ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855)
> [13535] [Mon May 19 11:12:42 2014] [crit]: RT Bounce: [cert-hungary.hu
> #53] Spam report: RT thinks this message may be a bounce
> (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248)
> [13535] [Mon May 19 11:12:42 2014] [error]: Could not record email:
> Message Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75)

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