[rt-users] rt-crontool not sending mail, no errors

Fredrik Nyström Fredrik.Nystrom at prevas.se
Mon May 25 06:54:44 EDT 2015

This is the output from one of the transaction id’s:

| id     | ObjectType | ObjectId | TimeTaken | Type   | Field | OldValue | NewValue | ReferenceType | OldReference | NewReference | Data | Creator | Created             |
| 113770 | RT::Ticket |    18331 |         0 | Create | NULL  | NULL     | NULL     | NULL          |         NULL |         NULL | NULL |     198 | 2015-05-18 07:24:56 |

I followed the “Reminder due soon” example, from http://requesttracker.wikia.com/wiki/Reminders

   To: { $Target = $Ticket->RefersTo->First->TargetObj; ($Argument eq 'TicketOwner' ? $Target : $Ticket)->OwnerObj->EmailAddress }
   Subject: {$Ticket->Subject} is due {$Ticket->DueAsString}

   Just a friendly heads up.  This reminder is for ticket #{$Target->Id}.



From: marcosorallo at gmail.com [mailto:marcosorallo at gmail.com] On Behalf Of Marcos Orallo
Sent: Monday, May 25, 2015 10:08 AM
To: Fredrik Nyström
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] rt-crontool not sending mail, no errors

I may be suggesting the obvious again but did you make sure the template works? Does it have any perl code?

Do you get the transactions showed in your output registered in the database?
El 25/5/2015 8:53 a. m., "Fredrik Nyström" <Fredrik.Nystrom at prevas.se<mailto:Fredrik.Nystrom at prevas.se>> escribió:
Thanks for your reply.
If I try your command example, I get an debug output of:

[Mon May 25 06:41:58 2015] [debug]: RT::Date used Time::ParseDate to make 'now' 1432536118 (/opt/rt4/bin/../lib/RT/Date.pm:240)

And the output from the command in my previous mail, shows result of two tickets:


        Using transaction #111037...


        Using transaction #113770...

The two ticket I have “faked” and set a due date in.
I can’t find what is wrong. No error, but there is no mail sent.


From: marcosorallo at gmail.com<mailto:marcosorallo at gmail.com> [mailto:marcosorallo at gmail.com<mailto:marcosorallo at gmail.com>] On Behalf Of Marcos Orallo
Sent: Saturday, May 23, 2015 4:58 PM
To: Fredrik Nyström
Cc: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] rt-crontool not sending mail, no errors

Hi Fredrik,

Have you tried using a simpler BeforeDue condition to test? Something like "--condition-arg 2h". I don't think you need to specify the "0d", and it may confuse the condition module.
You can also try to modify the search to return something very specific (search by ticket id for example) so that you can verify that the --action part works properly.

I have similar notifications for Reminders working with the following command, just in case it's useful:
/opt/rt4/bin/rt-crontool \
                    --search RT::Search::FromSQL \
                    --search-arg 'Type = "reminder" and (Status = "open" or Status = "new") and Due > "now"' \
                    --condition RT::Condition::BeforeDue \
                    --condition-arg 5m \
                    --action RT::Action::Notify \
                    --action-arg Owner,AlwaysNotifyActor \
                    --transaction first \
                    --template 'Reminder'

2015-05-22 13:03 GMT+02:00 Fredrik Nyström <Fredrik.Nystrom at prevas.se<mailto:Fredrik.Nystrom at prevas.se>>:


I'm trying to use rt-crontool, to send out reminders when a ticket expires due date.

The command and output is like this, but no mail is sent:

[root@<server> ~]# /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL \

>         --search-arg 'Queue = "The Queue" and (Status = "open" or Status = "new")' \

>         --condition RT::Condition::BeforeDue \

>         --condition-arg 0d2h3m1s \

>         --action RT::Action::NotifyGroup \

>         --action-arg 'mail at domain.se<mailto:mail at domain.se>' \

>         --transaction first \

>         --template 'Reminder due soon' \

>         --verbose \

>         --log debug

[3011] [Wed May 20 06:53:26 2015] [debug]: The RTAddressRegexp option is not set in the config. Not setting this option results in additional SQL queries to check whether each address belongs to RT or not. It is especially important to set this option if RT recieves emails on addresses that are not in the database or config. (/opt/rt4/bin/../lib/RT/Config.pm:505)


        Using transaction #111037...


        Using transaction #113770...

Does anyone know, what could be the problem here?

And, yes, mailing works, when you for exapmle resolve a ticket from the web interface.



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