Auto Reply not sending

Hi Guys,

I really could use some ideas to track this one down.
RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail.

When an email is received, the ticket is parsed correctly, custom fields
are created and filled, ticket is put in the right queue etc, but the
email to the requestor and to the Admin CC’s to notify of arrival are
not being sent. After that, everything works fine.

This only affects a few queues, some of which have been working for
ages. I have compared the config to queues that are working and they are
identical, even down to the same template files and scrip names.

Anyone any ideas how to find this?

Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com

Hi,

Looks like this may be indicative. Anyone any ideas how to fix it? This
has only just started to happen, on a system which hasn’t been updated
since 3.4.5 was released.

Dec 18 16:45:17 gpsummit RT:
RT::Action::ExtractCustomFieldValues=HASH(0x272c454) was created without
a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 16:45:17 gpsummit RT: RT::Action::Autoreply=HASH(0x2625f60) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 16:45:17 gpsummit RT: error: unexpected end of header\n\n
(/opt/rt3/lib/RT/Template_Overlay.pm:369)\n
Dec 18 16:45:17 gpsummit RT: RT::Action::Notify=HASH(0x21c9d20) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 17:17:25 gpsummit RT: RT::Action::AutoOpen=HASH(0x24c6e14) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 17:17:25 gpsummit RT: RT::Action::Notify=HASH(0x217b290) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 17:17:26 gpsummit RT: RT::Action::Notify=HASH(0x2513fb4) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 21:06:00 gpsummit RT: RT::Action::Notify=HASH(0x24945fc) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 21:06:01 gpsummit RT: RT::Action::Notify=HASH(0x25ee4d8) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 21:06:01 gpsummit RT: RT::Action::AutoOpen=HASH(0x24af7a0) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 23:22:25 gpsummit RT: RT::Action::Notify=HASH(0x240e6c4) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 23:22:59 gpsummit RT: RT::Action::Notify=HASH(0x24db27c) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:12:45 gpsummit RT: RT::Action::Notify=HASH(0x2496e60) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:12:47 gpsummit RT: RT::Action::Notify=HASH(0x25019e0) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:21:25 gpsummit RT:
RT::Action::ExtractCustomFieldValues=HASH(0x2371e38) was created without
a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:21:25 gpsummit RT:
RT::Action::ExtractCustomFieldValues=HASH(0x23c21e4) was created without
a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 01:17:49 gpsummit RT: RT::Action::Notify=HASH(0x22f98f4) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 01:17:51 gpsummit RT: RT::Action::Notify=HASH(0x24e3554) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n

Any advice would be fantastic

Message: 3Date: Mon, 18 Dec 2006 16:30:39 +0000
From: Richard Ellis Richard.Ellis@Sun.COM
Subject: [rt-users] Auto Reply not sending
To: rt-users@lists.bestpractical.com

Message-ID: 4586C22F.8030908@sun.com
Content-Type: text/plain; format=flowed; charset=ISO-8859-1

Hi Guys,

I really could use some ideas to track this one down.
RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail.

When an email is received, the ticket is parsed correctly, custom fields
are created and filled, ticket is put in the right queue etc, but the
email to the requestor and to the Admin CC’s to notify of arrival are
not being sent. After that, everything works fine.

This only affects a few queues, some of which have been working for
ages. I have compared the config to queues that are working and they are
identical, even down to the same template files and scrip names.

Anyone any ideas how to find this?

Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com

Interesting. I’m getting that exact same error message when running
rtx-shredder from the command line.

I’m eager to see what the outcome is.

Mathew

Richard Ellis wrote:

Hi,

Also seeing the following in rt.log:
[Tue Dec 19 09:17:49 2006] [err]: RT::Action::Notify=HASH(0x22f98f4) was
created without a CurrentUser
1 (/opt/rt3/lib/RT/Base.pm:92)
[Tue Dec 19 09:17:51 2006] [warning]: at /opt/rt3/lib/RT/Base.pm line 92
RT::Base::CurrentUser(‘RT::Action::Notify=HASH(0x24e3554)’, ‘undef’)
called at /opt/rt3/lib/RT/Action/Generic.pm line 100
RT::Action::Generic::_Init(‘RT::Action::Notify=HASH(0x24e3554)’,
‘ScripActionObj’, ‘RT::ScripAction=HASH(0x24a78b0)’, ‘TicketObj’,
‘RT::Ticket=HASH(0x24a9a64)’, ‘ScripObj’, ‘RT::Scrip=HASH(0x227f514)’,
‘TransactionObj’, ‘RT::Transaction=HASH(0x24a3554)’, …) called at
/opt/rt3/lib/RT/Action/Generic.pm line 80
RT::Action::Generic::new(‘RT::Action::Notify’, ‘ScripActionObj’,
‘RT::ScripAction=HASH(0x24a78b0)’, ‘TicketObj’,
‘RT::Ticket=HASH(0x24a9a64)’, ‘ScripObj’, ‘RT::Scrip=HASH(0x227f514)’,
‘TransactionObj’, ‘RT::Transaction=HASH(0x24a3554)’, …) called at
/opt/rt3/lib/RT/ScripAction_Vendor.pm line 26
RT::ScripAction::LoadAction(‘RT::ScripAction=HASH(0x24a78b0)’,
‘ScripObj’, ‘RT::Scrip=HASH(0x227f514)’, ‘TicketObj’,
‘RT::Ticket=HASH(0x24a9a64)’, ‘TransactionObj’,
‘RT::Transaction=HASH(0x24a3554)’) called at
/opt/rt3/lib/RT/Scrip_Overlay.pm line 473
eval {…} called at /opt/rt3/lib/RT/Scrip_Overlay.pm line 472
RT::Scrip::Prepare(‘RT::Scrip=HASH(0x227f514)’, ‘TicketObj’,
‘RT::Ticket=HASH(0x24a9a64)’, ‘TransactionObj’,
‘RT::Transaction=HASH(0x24a3554)’) called at
/opt/rt3/lib/RT/Scrips_Overlay.pm line 236
RT::Scrips::Prepare(‘RT::Scrips=HASH(0x22b2234)’, ‘Stage’,
‘TransactionCreate’, ‘Type’, ‘Correspond’, ‘Ticket’, 5076,
‘Transaction’, 85594, …) called at
/opt/rt3/lib/RT/Transaction_Overlay.pm line 162
RT::Transaction::Create(‘RT::Transaction=HASH(0x24a5a1c)’,
‘ObjectId’, 5076, ‘ObjectType’, ‘RT::Ticket’, ‘TimeTaken’, 0, ‘Type’,
‘Correspond’, …) called at /opt/rt3/lib/RT/Record.pm line 1438
RT::Record::_NewTransaction(‘RT::Ticket=HASH(0x2193210)’, ‘Type’,
‘Correspond’, ‘Data’, ‘Re: [Partner Web Support #5076] Training
Competency\x{a}’, ‘TimeTaken’, 0, ‘MIMEObj’,
‘MIME::Entity=HASH(0x208211c)’, …) called at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 2404
RT::ticket::_RecordNote(‘RT::Ticket=HASH(0x2193210)’,
‘BccMessageTo’, ‘undef’, ‘CcMessageTo’, ‘undef’, ‘MIMEObj’,
‘MIME::Entity=HASH(0x208211c)’, ‘NoteType’, ‘Correspond’, …) called at
/opt/rt3/lib/RT/Ticket_Overlay.pm line 2319
RT::ticket::Correspond(‘RT::Ticket=HASH(0x2193210)’, ‘MIMEObj’,
‘MIME::Entity=HASH(0x208211c)’) called at
/opt/rt3/lib/RT/Interface/Email.pm line 807
RT::Interface::email::Gateway(‘HASH(0x1bfa4c4)’) called at
/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 58
HTML::Mason::Commands::ANON(‘SessionType’, ‘REST’, ‘action’,
‘correspond’, ‘queue’, ‘ww-pw-competency’, ‘message’, ‘From
sun-partnerweb-ww-competency-ext-request@sun.com Tue Dec…’) called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Component.pm line 136

HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x1befce8)’,
‘SessionType’, ‘REST’, ‘action’, ‘correspond’, ‘queue’,
‘ww-pw-competency’, ‘message’, ‘From
sun-partnerweb-ww-competency-ext-request@sun.com Tue Dec…’, …)
called at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm
line 1069
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(‘undef’, ‘undef’, ‘undef’, ‘SessionType’,
‘REST’, ‘action’, ‘correspond’, ‘queue’, ‘ww-pw-competency’, …) called
at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 338
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm line 297

HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x22eee3c)’)
called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134
eval {…} called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134

HTML::Mason::Request::ApacheHandler::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x22eee3c)’)
called at
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827

HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=HASH(0x16e6198)’,
‘Apache=SCALAR(0x24a0700)’) called at /opt/rt3/bin/webmux.pl line 123
eval {…} called at /opt/rt3/bin/webmux.pl line 123
RT::Mason::handler(‘Apache=SCALAR(0x24a0700)’) called at /dev/null
line 0
eval {…} called at /dev/null line 0 (/opt/rt3/lib/RT.pm:287)

Thanks

Rik

Richard Ellis wrote:

Hi,

Looks like this may be indicative. Anyone any ideas how to fix it?
This has only just started to happen, on a system which hasn’t been
updated since 3.4.5 was released.

Dec 18 16:45:17 gpsummit RT:
RT::Action::ExtractCustomFieldValues=HASH(0x272c454) was created
without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 16:45:17 gpsummit RT: RT::Action::Autoreply=HASH(0x2625f60) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 16:45:17 gpsummit RT: error: unexpected end of header\n\n
(/opt/rt3/lib/RT/Template_Overlay.pm:369)\n
Dec 18 16:45:17 gpsummit RT: RT::Action::Notify=HASH(0x21c9d20) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 17:17:25 gpsummit RT: RT::Action::AutoOpen=HASH(0x24c6e14) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 17:17:25 gpsummit RT: RT::Action::Notify=HASH(0x217b290) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 17:17:26 gpsummit RT: RT::Action::Notify=HASH(0x2513fb4) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 21:06:00 gpsummit RT: RT::Action::Notify=HASH(0x24945fc) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 21:06:01 gpsummit RT: RT::Action::Notify=HASH(0x25ee4d8) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 21:06:01 gpsummit RT: RT::Action::AutoOpen=HASH(0x24af7a0) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 23:22:25 gpsummit RT: RT::Action::Notify=HASH(0x240e6c4) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 18 23:22:59 gpsummit RT: RT::Action::Notify=HASH(0x24db27c) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:12:45 gpsummit RT: RT::Action::Notify=HASH(0x2496e60) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:12:47 gpsummit RT: RT::Action::Notify=HASH(0x25019e0) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:21:25 gpsummit RT:
RT::Action::ExtractCustomFieldValues=HASH(0x2371e38) was created
without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 00:21:25 gpsummit RT:
RT::Action::ExtractCustomFieldValues=HASH(0x23c21e4) was created
without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 01:17:49 gpsummit RT: RT::Action::Notify=HASH(0x22f98f4) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n
Dec 19 01:17:51 gpsummit RT: RT::Action::Notify=HASH(0x24e3554) was
created without a CurrentUser\n1 (/opt/rt3/lib/RT/Base.pm:92)\n

Any advice would be fantastic

Message: 3
Date: Mon, 18 Dec 2006 16:30:39 +0000
From: Richard Ellis Richard.Ellis@Sun.COM
Subject: [rt-users] Auto Reply not sending
To: rt-users@lists.bestpractical.com

Message-ID: 4586C22F.8030908@sun.com
Content-Type: text/plain; format=flowed; charset=ISO-8859-1

Hi Guys,

I really could use some ideas to track this one down.
RT3.4.5 on Solaris 9, Perl 5.8.1 using MySQL and Sendmail.

When an email is received, the ticket is parsed correctly, custom
fields are created and filled, ticket is put in the right queue etc,
but the email to the requestor and to the Admin CC’s to notify of
arrival are not being sent. After that, everything works fine.

This only affects a few queues, some of which have been working for
ages. I have compared the config to queues that are working and they
are identical, even down to the same template files and scrip names.

Anyone any ideas how to find this?

Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com

anything in the mail logs?

are the autoreplies configured per-queue or globally?On Dec 18, 2006, at 11:30 AM, Richard Ellis wrote:

When an email is received, the ticket is parsed correctly, custom
fields are created and filled, ticket is put in the right queue
etc, but the email to the requestor and to the Admin CC’s to notify
of arrival are not being sent. After that, everything works fine.

This only affects a few queues, some of which have been working for
ages. I have compared the config to queues that are working and
they are identical, even down to the same template files and scrip
names.

smime.p7s (2.47 KB)

Still no word on this?

Mathew

Richard Ellis wrote:

Hi, Auto Replies are configured per queue. I’m using AutoAssign as a
workaround at the moment, so that triggers an email. This affects 4
queues out of 125, 2 are long established queues that have always worked
and 2 are reasonably new. I have verified that all the scrips are built
the same, with the exception of the first on, which is specific to the
main queue afected. xxxxx Custom Fields
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1426&Queue=162
On Create Extract Custom Field Values with template xxxxx Custom Data
AutoReply
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1434&Queue=162
On Create Autoreply To Requestors with template Autoreply-English
Comment1
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1435&Queue=162
On Comment Notify Requestors, Ccs and AdminCcs as Comment with template
Comment-English Correspond1
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1510&Queue=162
On Correspond Notify Requestors, Ccs and AdminCcs as Comment with
template Correspondence-English Correspond2
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1511&Queue=162
On Correspond Notify Other Recipients with template
Correspondence-English Comment2
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1512&Queue=162
On Comment Notify Other Recipients as Comment with template
Comment-English resolved
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1513&Queue=162
On Resolve Notify Requestors, Ccs and AdminCcs with template
Resolved-English Admin CC’s
http://request-tracker.eng:3000/Admin/Queues/Scrip.html?id=1521&Queue=162
On Create Notify AdminCcs with template Transaction-English Anyone any
suggestions at all, no matter how wild? Rik Message: 5 Date: Tue, 19 Dec
2006 15:56:40 -0500 From: Vivek Khera vivek@khera.org Subject: Re:
[rt-users] Auto Reply not sending To: RT Users
rt-users@lists.bestpractical.com Message-ID:
0B16ED29-C3CC-453A-BD68-1C7649B85FC0@khera.org Content-Type:
text/plain; charset=“us-ascii” anything in the mail logs? are the
autoreplies configured per-queue or globally? On Dec 18, 2006, at 11:30
AM, Richard Ellis wrote:

When an email is received, the ticket is parsed correctly, custom
fields are created and filled, ticket is put in the right queue
etc, but the email to the requestor and to the Admin CC’s to notify
of arrival are not being sent. After that, everything works fine.

This only affects a few queues, some of which have been working for
ages. I have compared the config to queues that are working and
they are identical, even down to the same template files and scrip
names.

Richard Ellis
.Sun B2B Operations
Sun Microsystems x24727
http://sun.com