Action Take doesn't send email notification to myself in RT5.0.2

Hello, i would like to clarify is whether the system behavior ? I’m using latest ver RT 5.0.2. Appreciate if can get advice. thanks.

  1. I unable to receive email notification if i ‘Take’ the ticket. (But i expected to receive an email)

I would like to receive an email from the system after i click the action ‘Take’ to take the ticket. I have the script #27 which is Notify Owner. I expecting i receive an email in order to further process in the email. (example, I need to reply Status:Taken to system from email. Our setting is to capture Status from email instead of update Taken from the system.)

It seems the script is fired but the log showing recipients are “EMPTY EMAIL” [52015] [Fri Mar 25 04:42:44 2022] [debug]: Working on mailfield To; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:701)

My script #27 setting below,
Condition: On Owner Change
Action: Notify Owner
Template: Html template

Part of the log file message below,
[52015] [Fri Mar 25 04:42:43 2022] [debug]: About to prepare scrips for transaction #191906 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:189)
[52015] [Fri Mar 25 04:42:43 2022] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Set for txn #191906 on ticket #20677 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:477)
[52015] [Fri Mar 25 04:42:43 2022] [debug]: Skipping Scrip #5 because it isn’t applicable (/opt/rt5/sbin/…/lib/RT/Scrips.pm:337)
[52015] [Fri Mar 25 04:42:44 2022] [info]: rt-5.0.1-52015-1648183364-1349.20677-27-0@www.xx.com not sending to hd.hkg@xx.com, creator of the transaction, due to NotifyActor setting (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:902)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/plain - Subjectless message (/opt/rt5/sbin/…/lib/RT/I18N.pm:294)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/html - Subjectless message (/opt/rt5/sbin/…/lib/RT/I18N.pm:294)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt5/sbin/…/lib/RT/I18N.pm:555)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt5/sbin/…/lib/RT/I18N.pm:555)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: About to commit scrips for transaction #191906 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:212)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Committing scrip #27 on txn #191906 of ticket #20677 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:290)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x11da8d20), id 191906 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:685)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Working on mailfield To; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:701)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: X-RT-Originator: hd.hkg@xx.com
Subject: [HTCSUP #20677] [Optimiser: 1111110005]N/A - TESTING - [ATM_HTC] [1115] [Testing]
X-Managed-BY: RT 5.0.1 (Request Tracker — Best Practical Solutions)
References: RT-Ticket-20677@www.xx.com
Content-Type: multipart/alternative;
boundary="----------=_1648183364-52015-75"
Reply-To: hd.hkg@xx.com
Message-ID: rt-5.0.1-52015-1648183364-1349.20677-27-0@www.xx.com
X-RT-Loop-Prevention: xx
X-RT-Ticket: RototypeIntl #20677
From: hd.hkg@xx.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:708)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:731)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:740)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:701)
[52015] [Fri Mar 25 04:42:44 2022] [debug]: X-RT-Originator: hd.hkg@xx.com
Subject: [HTCSUP #20677] [Optimiser: 1111110005]N/A - TESTING - [ATM_HTC] [1115] [Testing]
X-Managed-BY: RT 5.0.1 (Request Tracker — Best Practical Solutions)
References: RT-Ticket-20677@www.xx.com
Content-Type: multipart/alternative;
boundary="----------=_1648183364-52015-75"
Reply-To: hd.hkg@xx.com
Message-ID: rt-5.0.1-52015-1648183364-1349.20677-27-0@www.xx.com
X-RT-Loop-Prevention: RototypeIntl

------------------Case able to send mail below ---------------------
2. I able to receive email notification if the Owner changed by other user.

The following log which is showing my script #27 is fired and able to send email to recipient "wl.lim@xx.com after Owner changed by other user.

[74686] [Fri Mar 25 04:21:01 2022] [debug]: About to prepare scrips for transaction #191901 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:189)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Set for txn #191901 on ticket #20677 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:477)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Skipping Scrip #5 because it isn’t applicable (/opt/rt5/sbin/…/lib/RT/Scrips.pm:337)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/plain - Subjectless message (/opt/rt5/sbin/…/lib/RT/I18N.pm:294)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/html - Subjectless message (/opt/rt5/sbin/…/lib/RT/I18N.pm:294)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt5/sbin/…/lib/RT/I18N.pm:555)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt5/sbin/…/lib/RT/I18N.pm:555)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: About to commit scrips for transaction #191901 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:212)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Committing scrip #27 on txn #191901 of ticket #20677 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:290)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0xd498ef0), id 191901 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:685)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Working on mailfield To; recipients are wl.lim@xx.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:701)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: X-RT-Originator: hd.hkg@xx.com
Subject: [HTCSUP #20677] [Optimiser: 1111110005]N/A - TESTING - [ATM_HTC] [1115] [Testing]
X-Managed-BY: RT 5.0.1 (Request Tracker — Best Practical Solutions)
References: RT-Ticket-20677@www.xx.com
Content-Type: multipart/alternative;
boundary="----------=_1648182061-74686-14"
Reply-To: hd.hkg@xx.com
Message-ID: rt-5.0.1-74686-1648182061-1922.20677-27-0@www.xx.com
To: wl.lim@xx.com
X-RT-Loop-Prevention: RototypeIntl
X-RT-Ticket: RototypeIntl #20677
From: hd.hkg@xx.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:708)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Got user mail preference ‘Individual messages’ for user wl.lim@xx.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:722)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:731)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:740)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:701)
[74686] [Fri Mar 25 04:21:01 2022] [debug]: X-RT-Originator: hd.hkg@xx.com
Subject: [HTCSUP #20677] [Optimiser: 1111110005]N/A - TESTING - [ATM_HTC] [1115] [Testing]
X-Managed-BY: RT 5.0.1 (Request Tracker — Best Practical Solutions)
References: RT-Ticket-20677@www.xx.com
Content-Type: multipart/alternative;
boundary="----------=_1648182061-74686-14"
Reply-To: hd.hkg@xx.com
Message-ID: rt-5.0.1-74686-1648182061-1922.20677-27-0@www.xx.com
To: wl.lim@xx.com
X-RT-Loop-Prevention: RototypeIntl
X-RT-Ticket: RototypeIntl #20677

Thank you.

You need to set this for your user or globally:
https://docs.bestpractical.com/rt/5.0.2/RT_Config.html#NotifyActor

Since you’re creating the transaction by default RT won’t tell you about charges you made

1 Like

Added Set( $NotifyActor, 1); to RT_SiteConfig.pm and resolved.

Thank you very much Knation.