Auto reply question

Hi All,

I create different queues in RT system, setup auto reply to each queue too.

One work without any issue, but the other doesn’t work. Both queue are setting up with the same way.

I find this in the error log:

[Thu Aug 23 21:08:38 2012] [info]: rt-4.0.6-25365-1345756118-175.2979-21-0@internet2.edu #2979/35628 - Scrip 21 Autoreply on Create netplus-cenic (/usr/local/pkg/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)
[Thu Aug 23 21:08:38 2012] [info]: rt-4.0.6-25365-1345756118-175.2979-21-0@internet2.edu No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/…/lib/RT/Interface/Email.pm:353)
[Thu Aug 23 21:08:38 2012] [info]: rt-4.0.6-25365-1345756118-548.2979-4-0@internet2.edu #2979/35628 - Scrip 4 On Create Notify AdminCcs (/usr/local/pkg/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)
[Thu Aug 23 21:08:38 2012] [info]: rt-4.0.6-25365-1345756118-548.2979-4-0@internet2.edu No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/…/lib/RT/Interface/Email.pm:353)
[Thu Aug 23 21:08:38 2012] [info]: Ticket 2979 created in queue ‘netplus-cenic’ by netplus-cenic@internet2.edu (/usr/local/pkg/rt4/sbin/…/lib/RT/Ticket.pm:688)

If I manually run that command from command line:

rt4/bin/rt-mailgate --queue netplus-cenic --action correspond --url https://localhost < /tmp/10

which it works just fine and I will get the auto response which I setup on this queue.

when I compare those tickets which the different is that one see the requestor and the other ticket doesn’t then of course the one ticket sees the requestor then it does is job and I will get the auto reply.

Owner:Nobody in particular

Requestors:Ming Ho

Cc:

AdminCc:

The other ticket that doesn’t see the requestor then it will send auto response out but new ticket still created.

Owner:Nobody in particular

Requestors:

Cc:

AdminCc:

The most funny thing is that when setup another queue with the same setting that it see the requestor with no problem at all.

Any one has experience this issue? Any suggestion are greatly appreciated!!!

Thanks

Ming Ho, System Administrator
Internet2
sho@internet2.edu
office:+1-734-352-7078 | mobile: +1-734-474-7143

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I create different queues in RT system, setup auto reply to each queue too.
One work without any issue, but the other doesn’t work. Both queue are setting up with the
same way.
I find this in the error log:

#2979/35628 - Scrip 21 Autoreply on Create netplus-cenic
(/usr/local/pkg/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/…/lib/RT/Interface/Email.pm:353)

#2979/35628 - Scrip 4 On Create Notify AdminCcs
(/usr/local/pkg/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

No recipients found. Not sending. (/usr/local/pkg/rt4/sbin/…/lib/RT/Interface/Email.pm:353)
[Thu Aug 23 21:08:38 2012] [info]: Ticket 2979 created in queue ‘netplus-cenic’ by
[5]netplus-cenic@internet2.edu (/usr/local/pkg/rt4/sbin/…/lib/RT/Ticket.pm:688)
If I manually run that command from command line:
rt4/bin/rt-mailgate --queue netplus-cenic --action correspond --url [6]https://localhost <
/tmp/10
which it works just fine and I will get the auto response which I setup on this queue.
when I compare those tickets which the different is that one see the requestor and the other
ticket doesn’t then of course the one ticket sees the requestor then it does is job and I will
get the auto reply.
Owner:Nobody in particular
Requestors:Ming Ho

Cc:
AdminCc:
The other ticket that doesn’t see the requestor then it will send auto response out but new
ticket still created.
Owner:Nobody in particular
Requestors:
Cc:
AdminCc:
The most funny thing is that when setup another queue with the same setting that it see the
requestor with no problem at all.
Any one has experience this issue? Any suggestion are greatly appreciated!!!

Unfortunately, without seeing a sample mail that fails on one queue but
not the other, it’s hard to guess at the problem.

It’s clear that RT doesn’t think you have a valid Requestor.
Make sure your logs are on Debug and make sure that the Requestor
email address isn’t also one of the comment or correspond addresses in
the system.

-kevin