AdminCc Watchers not getting email. Possible bug

RT Users
1

Forgive me if this has been mentioned before - I’ve looked through the
archive, and the wiki, and I haven’t found it mentioned (which of course
may be a measure of my lack of attention to detail, not a measure of
it’s lack of mention). Let me know if I should send this off to the dev
list.

Thanks in advance for any help.

  • Richard

<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
PROBLEM:
AdminCc Watchers not receiving email.

NOTE [2]:
Tickets which do not follow this scenario have AdminCc Watcher email
sent correctly.

SCENARIO [1]:

  1. Ticket is created in Queue A. No AdminCc watchers on this queue.
  2. Ticket is moved to Queue B. Admin Cc watchers DO exist on this queue.
  3. Ticket is resolved in Queue B. At the bottom of the resolution
    transaction screen it shows:

    On Comment Notify AdminCcs as Comment with template Admin Comment

Bcc: admincc1@domain.com
Bcc: admincc2@crockernsi.com

4. On “Update” ticket, neither of those watchers has email sent.

[1]
SYSLOG OF BAD TRANSACTION:
Apr 21 10:51:14 rtbox RT: RT::Date used date::parse to make 2005-04-28
17:51:01 1114735861
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2626
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2627
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2628
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2629
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2630
Apr 21 10:51:14 rtbox RT: About to prepare scrips for transaction #2630
Apr 21 10:51:14 rtbox RT: Found 3 scrips
Apr 21 10:51:15 rtbox RT: About to commit scrips for transaction #2630
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-2.18.6206728106774@domain.com #188/2630 - Scrip 2
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:15 rtbox RT: About to think about scrips for transaction
#2631
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-2.18.6206728106774@domain.com sent To:
rbellamy@crockernsi.com Cc: Bcc:
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-3.11.1243845203619@domain.com #188/2630 - Scrip 3
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-3.11.1243845203619@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
Apr 21 10:51:15 rtbox RT: Ticket 188 created in queue ‘1 - Sales’ by
rbellamy (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Apr 21 10:51:19 rtbox RT: Queue->CustomFields is deprecated, use
Queue->TicketCustomFields instead at
/usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507.
(/usr/share/request-tracker3.4/lib/RT.pm:277)
Apr 21 10:51:26 rtbox RT: Queue->CustomFields is deprecated, use
Queue->TicketCustomFields instead at
/usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507.
(/usr/share/request-tracker3.4/lib/RT.pm:277)
Apr 21 10:51:27 rtbox RT: About to think about scrips for transaction
#2632
Apr 21 10:51:27 rtbox RT: About to prepare scrips for transaction #2632
Apr 21 10:51:27 rtbox RT: Found 2 scrips
Apr 21 10:51:27 rtbox RT: About to commit scrips for transaction #2632
Apr 21 10:51:35 rtbox RT: About to think about scrips for transaction
#2633
Apr 21 10:51:35 rtbox RT: About to prepare scrips for transaction #2633
Apr 21 10:51:35 rtbox RT: Found 4 scrips
Apr 21 10:51:42 rtbox RT: About to think about scrips for transaction
#2634
Apr 21 10:51:42 rtbox RT: About to prepare scrips for transaction #2634
Apr 21 10:51:42 rtbox RT: Found 3 scrips
Apr 21 10:51:42 rtbox RT: About to commit scrips for transaction #2634
Apr 21 10:51:42 rtbox RT:
rt-3.4.1-188-2634-9.18.4357766547811@domain.com #188/2634 - Scrip 9
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:42 rtbox RT:
rt-3.4.1-188-2634-9.18.4357766547811@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)

[2]
SYSLOG OF GOOD TRANSACTION:
Apr 21 10:56:46 rtbox RT: RT::Date used date::parse to make 2005-04-23
17:56:30 1114304190
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2635
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2636
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2637
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2638
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2639
Apr 21 10:56:47 rtbox RT: About to prepare scrips for transaction #2639
Apr 21 10:56:47 rtbox RT: Found 5 scrips
Apr 21 10:56:48 rtbox RT: About to commit scrips for transaction #2639
Apr 21 10:56:48 rtbox RT:
rt-3.4.1-189-2639-2.6.3486997301159@domain.com #189/2639 - Scrip 2
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction
#2640
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-2.6.3486997301159@domain.com sent To:
requestor@domain.com Cc: Bcc:
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-3.12.7561615252908@domain.com #189/2639 - Scrip 3
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction
#2641
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-3.12.7561615252908@domain.com sent To: Cc: Bcc:
admincc1@domain.com, admincc2@domain.com
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-15.9.93842905105026@domain.com #189/2639 - Scrip 15
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-15.9.93842905105026@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
Apr 21 10:56:49 rtbox RT: Ticket 189 created in queue ‘0 - Support’ by
requestor (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Apr 21 10:56:54 rtbox RT: About to think about scrips for transaction
#2642
Apr 21 10:56:54 rtbox RT: About to prepare scrips for transaction #2642
Apr 21 10:56:54 rtbox RT: Found 4 scrips
Apr 21 10:56:59 rtbox RT: About to think about scrips for transaction
#2643
Apr 21 10:56:59 rtbox RT: About to prepare scrips for transaction #2643
Apr 21 10:56:59 rtbox RT: Found 3 scrips
Apr 21 10:56:59 rtbox RT: About to commit scrips for transaction #2643
Apr 21 10:56:59 rtbox RT:
rt-3.4.1-189-2643-9.19.361214629161@domain.com #189/2643 - Scrip 9
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:59 rtbox RT:
rt-3.4.1-189-2643-9.19.361214629161@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)

2

Since I didn’t get a response, should I go ahead and send this to
rt-bugs?

Thanks!

Forgive me if this has been mentioned before - I’ve looked through the
archive, and the wiki, and I haven’t found it mentioned (which of course
may be a measure of my lack of attention to detail, not a measure of
it’s lack of mention). Let me know if I should send this off to the dev
list.

Thanks in advance for any help.

  • Richard

<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<
PROBLEM:
AdminCc Watchers not receiving email.

NOTE [2]:
Tickets which do not follow this scenario have AdminCc Watcher email
sent correctly.

SCENARIO [1]:

  1. Ticket is created in Queue A. No AdminCc watchers on this queue.
  2. Ticket is moved to Queue B. Admin Cc watchers DO exist on this queue.
  3. Ticket is resolved in Queue B. At the bottom of the resolution
    transaction screen it shows:

    On Comment Notify AdminCcs as Comment with template Admin Comment

Bcc: admincc1@domain.com
Bcc: admincc2@crockernsi.com

4. On “Update” ticket, neither of those watchers has email sent.

[1]
SYSLOG OF BAD TRANSACTION:
Apr 21 10:51:14 rtbox RT: RT::Date used date::parse to make 2005-04-28
17:51:01 1114735861
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2626
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2627
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2628
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2629
Apr 21 10:51:14 rtbox RT: About to think about scrips for transaction
#2630 Apr 21 10:51:14 rtbox RT: About to prepare scrips for transaction
#2630 Apr 21 10:51:14 rtbox RT: Found 3 scrips Apr 21 10:51:15 rtbox RT:
About to commit scrips for transaction #2630 Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-2.18.6206728106774@domain.com #188/2630 - Scrip 2
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:15 rtbox RT: About to think about scrips for transaction
#2631
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-2.18.6206728106774@domain.com sent To:
rbellamy@crockernsi.com Cc: Bcc:
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-3.11.1243845203619@domain.com #188/2630 - Scrip 3
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:15 rtbox RT:
rt-3.4.1-188-2630-3.11.1243845203619@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
Apr 21 10:51:15 rtbox RT: Ticket 188 created in queue ‘1 - Sales’ by
rbellamy (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Apr 21 10:51:19 rtbox RT: Queue->CustomFields is deprecated, use
Queue->TicketCustomFields instead at
/usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507.
(/usr/share/request-tracker3.4/lib/RT.pm:277)
Apr 21 10:51:26 rtbox RT: Queue->CustomFields is deprecated, use
Queue->TicketCustomFields instead at
/usr/share/request-tracker3.4/lib/RT/Queue_Overlay.pm line 507.
(/usr/share/request-tracker3.4/lib/RT.pm:277)
Apr 21 10:51:27 rtbox RT: About to think about scrips for transaction
#2632
Apr 21 10:51:27 rtbox RT: About to prepare scrips for transaction #2632
Apr 21 10:51:27 rtbox RT: Found 2 scrips Apr 21 10:51:27 rtbox RT: About
to commit scrips for transaction #2632 Apr 21 10:51:35 rtbox RT: About
to think about scrips for transaction
#2633
Apr 21 10:51:35 rtbox RT: About to prepare scrips for transaction #2633
Apr 21 10:51:35 rtbox RT: Found 4 scrips Apr 21 10:51:42 rtbox RT: About
to think about scrips for transaction
#2634
Apr 21 10:51:42 rtbox RT: About to prepare scrips for transaction #2634
Apr 21 10:51:42 rtbox RT: Found 3 scrips Apr 21 10:51:42 rtbox RT: About
to commit scrips for transaction #2634 Apr 21 10:51:42 rtbox RT:
rt-3.4.1-188-2634-9.18.4357766547811@domain.com #188/2634 - Scrip 9
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:51:42 rtbox RT:
rt-3.4.1-188-2634-9.18.4357766547811@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)

[2]
SYSLOG OF GOOD TRANSACTION:
Apr 21 10:56:46 rtbox RT: RT::Date used date::parse to make 2005-04-23
17:56:30 1114304190 Apr 21 10:56:47 rtbox RT: About to think about
scrips for transaction
#2635
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2636
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2637
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2638
Apr 21 10:56:47 rtbox RT: About to think about scrips for transaction
#2639
Apr 21 10:56:47 rtbox RT: About to prepare scrips for transaction #2639
Apr 21 10:56:47 rtbox RT: Found 5 scrips Apr 21 10:56:48 rtbox RT: About
to commit scrips for transaction #2639 Apr 21 10:56:48 rtbox RT:
rt-3.4.1-189-2639-2.6.3486997301159@domain.com #189/2639 - Scrip 2
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction
#2640 Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-2.6.3486997301159@domain.com sent To:
requestor@domain.com Cc: Bcc:
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-3.12.7561615252908@domain.com #189/2639 - Scrip 3
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT: About to think about scrips for transaction
#2641
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-3.12.7561615252908@domain.com sent To: Cc: Bcc:
admincc1@domain.com, admincc2@domain.com
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:295)
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-15.9.93842905105026@domain.com #189/2639 - Scrip 15
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:49 rtbox RT:
rt-3.4.1-189-2639-15.9.93842905105026@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
Apr 21 10:56:49 rtbox RT: Ticket 189 created in queue ‘0 - Support’ by
requestor (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:730)
Apr 21 10:56:54 rtbox RT: About to think about scrips for transaction
#2642
Apr 21 10:56:54 rtbox RT: About to prepare scrips for transaction #2642
Apr 21 10:56:54 rtbox RT: Found 4 scrips Apr 21 10:56:59 rtbox RT: About
to think about scrips for transaction
#2643
Apr 21 10:56:59 rtbox RT: About to prepare scrips for transaction #2643
Apr 21 10:56:59 rtbox RT: Found 3 scrips Apr 21 10:56:59 rtbox RT: About
to commit scrips for transaction #2643 Apr 21 10:56:59 rtbox RT:
rt-3.4.1-189-2643-9.19.361214629161@domain.com #189/2643 - Scrip 9
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:235)
Apr 21 10:56:59 rtbox RT:
rt-3.4.1-189-2643-9.19.361214629161@domain.com No recipients found.
Not sending.
(/usr/share/request-tracker3.4/lib/RT/Action/SendEmail.pm:247)
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