I reported this problem to rt-users@ in December when I was using 3.0.6, and
just verified it still happens with 3.0.9. Below is the part of my mail in
December which explains the problem and gives the debug log info.
If I log into RT’s web interface as root and reply to a ticket which has
addresses in the Cc field, it sends an email to the Cc list as well as
requestors. If I log into RT as any user and reply though, only the requestors
get the email.
I tried sending out email from the shell as user nobody (what the httpd runs
as) and it can send email out fine to the same addresses, so I dont think this
is a sendmail problem and probably not an httpd problem.
I enabled LogToFile with debug to see if it gave information different from
what goes in syslog.
This is the output to the RT log that I get if I try replying to a ticket as a
non-root user in the web interface:
[Wed Dec 17 20:00:05 2003] [warning]: Cannot Encode::Guess; fallback to
iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:370)
[Wed Dec 17 20:00:05 2003] [debug]: Converting ‘iso-8859-1’ to ‘utf-8’ for
text/plain - (/opt/rt3/lib/RT/I18N.pm:196)
[Wed Dec 17 20:00:05 2003] [info]: RT::Scrip=HASH(0x934f968): Couldn’t prepare
Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
[Wed Dec 17 20:00:06 2003] [info]:
rt-3.0.6-6-27.8.93547763149023@rt.office.com #6/27 - Scrip 4
(/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Wed Dec 17 20:00:06 2003] [info]:
rt-3.0.6-6-27.8.93547763149023@rt.office.com
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)
[Wed Dec 17 20:00:06 2003] [info]:
rt-3.0.6-6-27.12.573333183328@rt.office.com #6/27 - Scrip 5
(/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Wed Dec 17 20:00:07 2003] [info]:
rt-3.0.6-6-27.12.573333183328@rt.office.com sent To:
root@rt.office.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:302)
[Wed Dec 17 20:00:07 2003] [info]:
rt-3.0.6-6-27.5.0771862315856@rt.office.com #6/27 - Scrip 6
(/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Wed Dec 17 20:00:07 2003] [info]:
rt-3.0.6-6-27.5.0771862315856@rt.office.com
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)
The Cc field as you can see is blank there. The requestors, however, do get
email. Now, when I log in as root and reply to the same ticket, I get:
[Wed Dec 17 20:07:54 2003] [warning]: Cannot Encode::Guess; fallback to
iso-8859-1 (/opt/rt3/lib/RT/I18N.pm:370)
[Wed Dec 17 20:07:54 2003] [debug]: Converting ‘iso-8859-1’ to ‘utf-8’ for
text/plain - (/opt/rt3/lib/RT/I18N.pm:196)
[Wed Dec 17 20:07:54 2003] [info]: RT::Scrip=HASH(0x95edf34): Couldn’t prepare
Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
[Wed Dec 17 20:07:54 2003] [info]:
rt-3.0.6-6-28.13.3347835017317@rt.office.com #6/28 - Scrip 4
(/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Wed Dec 17 20:07:55 2003] [info]:
rt-3.0.6-6-28.13.3347835017317@rt.office.com
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)
[Wed Dec 17 20:07:55 2003] [info]:
rt-3.0.6-6-28.9.65899319925761@rt.office.com #6/28 - Scrip 5
(/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Wed Dec 17 20:07:55 2003] [info]:
rt-3.0.6-6-28.9.65899319925761@rt.office.com sent To:
root@rt.office.aol.com Cc: CraigSchenk1@office.com Bcc:
(/opt/rt3/lib/RT/Action/SendEmail.pm:302)
[Wed Dec 17 20:07:56 2003] [info]:
rt-3.0.6-6-28.15.1540439651325@rt.office.com #6/28 - Scrip 6
(/opt/rt3/lib/RT/Action/SendEmail.pm:92)
[Wed Dec 17 20:07:56 2003] [info]:
rt-3.0.6-6-28.15.1540439651325@rt.office.com
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)
And the email goes out fine to requestors and Ccs.
Any ideas why its ignoring the Cc field as non-root? It does show the Cc list
in the web ticket when not root, but it does not send the email to it, and
from the logs above, it doesnt seem to even be trying.