CC's not working

I have seen other posts concerning CC’s not working in RT, but a google
search produced nothing that looked like the problem I am having. CC’s
on my system just don’t work - in creation, comment, or replies.
Incidently, some of my users claim that this feature worked up until
yesterday morning. I think that the only config change with regard to RT
was a change in RT_SiteConfig.pm as follows:

#Set($RTAddressRegexp , ‘^rt@progeny.com$’);
Set($RTAddressRegexp , ‘^tickets@progeny.com$’);

which I assume is necessary since the RT instance is referred to by
http://tickets.progeny.com.

I get this in my mail logs on my RT system:

May 25 17:30:31 moe RT:
rt-3.4.1-10747-53934-3.16.8177927024377@progeny.com #10747/53934 -
Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 25 17:30:31 moe RT:
rt-3.4.1-10747-53934-3.16.8177927024377@progeny.com sent To: Cc: Bcc:
vicki@progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 25 17:30:31 moe RT:
rt-3.4.1-10747-53934-15.7.98929864261133@progeny.com #10747/53934 -
Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 25 17:30:31 moe RT:
rt-3.4.1-10747-53934-15.7.98929864261133@progeny.com No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)
May 25 17:30:31 moe RT:
rt-3.4.1-10747-53934-31.17.6632343304242@progeny.com #10747/53934 -
Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 25 17:30:31 moe RT:
rt-3.4.1-10747-53934-31.17.6632343304242@progeny.com sent To:
hoeferbe@progeny.com Cc: Bcc:(/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 25 17:30:31 moe RT: Ticket 10747 created in queue ‘System
Administration’ by hoeferbe (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)
May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column
’main.LookupType’ in ‘where clause’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn’t execute
the query ‘SELECT main.* FROM CustomFields main , ObjectCustomFields
ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId =
‘8’)OR(ObjectCustomFields_1.ObjectId = ‘0’)) AND ((main.Disabled = ‘0’))
AND ((main.LookupType = ‘RT::Queue-RT::Ticket’)) AND ((main.id =
ObjectCustomFields_1.CustomField)) ORDER BY
ObjectCustomFields_1.ObjectId ASC, ObjectCustomFields_1.SortOrder ASC’
at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column
’main.LookupType’ in ‘where clause’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn’t execute
the query ‘SELECT main.* FROM CustomFields main , ObjectCustomFields
ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId =
‘8’)OR(ObjectCustomFields_1.ObjectId = ‘0’)) AND ((main.Disabled = ‘0’))
AND ((main.LookupType = ‘RT::Queue-RT::Ticket-RT::Transaction’)) AND
((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomField))
ORDER BY ObjectCustomFields_1.ObjectId ASC,
ObjectCustomFields_1.SortOrder ASC’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column
’main.LookupType’ in ‘where clause’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn’t execute
the query ‘SELECT main.* FROM CustomFields main , ObjectCustomFields
ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId =
‘8’)OR(ObjectCustomFields_1.ObjectId = ‘0’)) AND ((main.Disabled = ‘0’))
AND ((main.LookupType = ‘RT::Queue-RT::Ticket-RT::Transaction’)) AND
((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomField))
ORDER BY ObjectCustomFields_1.ObjectId ASC,
ObjectCustomFields_1.SortOrder ASC’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: DBD::mysql::st execute failed: Unknown column
’main.LookupType’ in ‘where clause’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480.
(/opt/rt3/lib/RT.pm:277)
May 25 17:30:31 moe RT: RT::Handle=HASH(0x552d18a390) couldn’t execute
the query ‘SELECT main.* FROM CustomFields main , ObjectCustomFields
ObjectCustomFields_1 WHERE ((ObjectCustomFields_1.ObjectId =
‘8’)OR(ObjectCustomFields_1.ObjectId = ‘0’)) AND ((main.Disabled = ‘0’))
AND ((main.LookupType = ‘RT::Queue-RT::Ticket-RT::Transaction’)) AND
((main.Name = NULL)) AND ((main.id = ObjectCustomFields_1.CustomField))
ORDER BY ObjectCustomFields_1.ObjectId ASC,
ObjectCustomFields_1.SortOrder ASC’ at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 494.
(/opt/rt3/lib/RT.pm:277)

Any hints would be appreciated.

Vicki

Vicki Stanfield wrote:

Vicki Stanfield wrote:

I have seen other posts concerning CC’s not working in RT, but a
google search produced nothing that looked like the problem I am
having. CC’s on my system just don’t work - in creation, comment, or
replies. Incidently, some of my users claim that this feature worked
up until yesterday morning. I think that the only config change with
regard to RT was a change in RT_SiteConfig.pm as follows:

#Set($RTAddressRegexp , ‘^rt@progeny.com$’);
Set($RTAddressRegexp , ‘^tickets@progeny.com$’);

which I assume is necessary since the RT instance is referred to by
http://tickets.progeny.com.

Okay, I am still trying to figure this out, and it looks like a
database problem based on the log entry that I posted earlier. I went
to the database, and indeed there is no LookupType in the CustomFields
table. SO the database query is failing. Now my question is how do I
figure out what was supposed to be in that field and whether or not it
existed when I transitioned the database initially. I went back to my
old database from the RT 3.0.0 installation, and the field is not in
there either. So were the upgrade scripts supposed to add this field?
I see from a grep of the schema files in /opt/rt3/etc/ that the field
should exist and should be a varchar(255) NOT NULL field.

So the field was added during migration and can be added again? How do
I know what values to put in it?

Vicki

Well, I scoured the scripts that migrate the database and created the
missing field and populated it with data. Still no email. But the failed
mysql query is not there anymore. I still get the errors on Scrip 3, 15,
and 31 though, which I now believe to be indicating the actual problem.
Scrip 3 is On create,notify Admin CC; glob template:Transaction TransactionCreate. Scrip 15 is On create,notify Owner; glob
template:Transaction TransactionCreate. Scrip 31 is On create,Autoreplay To Requestors; glob template:Autoreply TransactionCreate. It makes sense that, if these scrips are failing, no
email is going out. But why might they be failing. I see the No recipients found. Not sending. but I don’t understand why no recipient
is found. The users in the test tickets that I create are all valid. Can
anyone see the problem?

May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-3.7.40102139464582@progeny.com #10759/54099 -
Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-3.7.40102139464582@progeny.com sent To: Cc:
Bcc: hoeferbe@progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-15.13.6557815247691@progeny.com #10759/54099 -
Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-15.13.6557815247691@progeny.com No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-31.18.5958145403654@progeny.com #10759/54099 -
Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-31.18.5958145403654@progeny.com sent To:
vicki@progeny.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 26 16:18:51 moe RT: Ticket 10759 created in queue ‘System
Administration’ by vicki (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)

Vicki

At Thursday 5/26/2005 05:42 PM, Vicki Stanfield wrote:

Well, I scoured the scripts that migrate the database and created the
missing field and populated it with data. Still no email. But the failed
mysql query is not there anymore. I still get the errors on Scrip 3, 15,
and 31 though, which I now believe to be indicating the actual problem.
Scrip 3 is On create,notify Admin CC; glob template:Transaction TransactionCreate. Scrip 15 is On create,notify Owner; glob
template:Transaction TransactionCreate. Scrip 31 is On create,Autoreplay To Requestors; glob template:Autoreply TransactionCreate. It makes sense
that, if these scrips are failing, no email is going out. But why might
they be failing. I see the No recipients found. Not sending. but I don’t
understand why no recipient is found. The users in the test tickets that I
create are all valid. Can anyone see the problem?

May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-3.7.40102139464582@progeny.com #10759/54099 - Scrip
3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-3.7.40102139464582@progeny.com sent To: Cc:
Bcc: hoeferbe@progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-15.13.6557815247691@progeny.com #10759/54099 -
Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-15.13.6557815247691@progeny.com No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-31.18.5958145403654@progeny.com #10759/54099 -
Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-31.18.5958145403654@progeny.com sent To:
vicki@progeny.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 26 16:18:51 moe RT: Ticket 10759 created in queue ‘System
Administration’ by vicki (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)

Vicki


Vicki,

None of the scrips you list send mail to CCs. Could you list all the scrips
define globally and for the ticket’s queue?

One other thing to check is the NotifyActor feaure - see
http://wiki.bestpractical.com/index.cgi?FAQ , mail gate section.

Steve

Stephen Turner wrote:

At Thursday 5/26/2005 05:42 PM, Vicki Stanfield wrote:

Well, I scoured the scripts that migrate the database and created the
missing field and populated it with data. Still no email. But the
failed mysql query is not there anymore. I still get the errors on
Scrip 3, 15, and 31 though, which I now believe to be indicating the
actual problem. Scrip 3 is On create,notify Admin CC; glob template:Transaction TransactionCreate. Scrip 15 is On create,notify
Owner; glob template:Transaction TransactionCreate. Scrip 31 is On create,Autoreplay To Requestors; glob template:Autoreply TransactionCreate. It makes sense that, if these scrips are failing,
no email is going out. But why might they be failing. I see the No recipients found. Not sending. but I don’t understand why no
recipient is found. The users in the test tickets that I create are
all valid. Can anyone see the problem?

May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-3.7.40102139464582@progeny.com #10759/54099 -
Scrip 3 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-3.7.40102139464582@progeny.com sent To: Cc:
Bcc: hoeferbe@progeny.com (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-15.13.6557815247691@progeny.com #10759/54099 -
Scrip 15 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-15.13.6557815247691@progeny.com No recipients
found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-31.18.5958145403654@progeny.com #10759/54099 -
Scrip 31 (/opt/rt3/lib/RT/Action/SendEmail.pm:235)
May 26 16:18:51 moe RT:
rt-3.4.1-10759-54099-31.18.5958145403654@progeny.com sent To:
vicki@progeny.com Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295)
May 26 16:18:51 moe RT: Ticket 10759 created in queue ‘System
Administration’ by vicki (/opt/rt3/lib/RT/Ticket_Overlay.pm:730)

Vicki


Vicki,

None of the scrips you list send mail to CCs. Could you list all the
scrips define globally and for the ticket’s queue?

One other thing to check is the NotifyActor feaure - see
http://wiki.bestpractical.com/index.cgi?FAQ , mail gate section.

Steve

Okay, I have wondered this before but never aloud…NotifyActor in
RT_Config.pm seems to only apply to whether the Actor in a ticket gets
an email saying what he himself has done. That is judging by the
comments surrounding it in the RT_Config.pm file. It appears that you
can turn this off and on with the NotifyActor option. However the FAQ
seems to indicate that it can do more. I haven’t found enough details
about it to know what all it can do. However, I turned it on, and it
didn’t improve my situation, I still get the “No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)” error.

Thanks for trying though, I am beginning to feel all alone out here! :wink:

Here are the scrips listed for all queues (and the only ones listed for
the queue that I started out trying to email):

On Create Notify AdminCcs with template Transaction
On Correspond Notify AdminCcs with template Admin Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve Notify Requestors with template Resolved
On Correspond Notify Owner with template Admin Correspondence
On Create Notify Owner with template Transaction
On Create Autoreply To Requestors with template Autoreply
On Owner Change Notify Owner with template Transaction

Vicki Stanfield

At Friday 5/27/2005 12:03 PM, Vicki Stanfield wrote:

Okay, I have wondered this before but never aloud…NotifyActor in
RT_Config.pm seems to only apply to whether the Actor in a ticket gets an
email saying what he himself has done. That is judging by the comments
surrounding it in the RT_Config.pm file. It appears that you can turn this
off and on with the NotifyActor option. However the FAQ seems to indicate
that it can do more. I haven’t found enough details about it to know what
all it can do. However, I turned it on, and it didn’t improve my
situation, I still get the “No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247)” error.

Thanks for trying though, I am beginning to feel all alone out here! :wink:

Here are the scrips listed for all queues (and the only ones listed for
the queue that I started out trying to email):

On Create Notify AdminCcs with template Transaction
On Correspond Notify AdminCcs with template Admin Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template Correspondence
On Resolve Notify Requestors with template Resolved
On Correspond Notify Owner with template Admin Correspondence
On Create Notify Owner with template Transaction
On Create Autoreply To Requestors with template Autoreply
On Owner Change Notify Owner with template Transaction

Vicki Stanfield

OK - the only scrip that will send mail to CCs is “On Correspond Notify
Requestors and Ccs with template Correspondence” and this will only fire
when a reply is added to an existing ticket. The log messages you sent
earlier show OnCreate scrips - in other words scrips that fire when a new
ticket is being created. So there are no scrips defined to send mail to CCs
when a new ticket is created.

The “No recipients found. Not sending” message is not really an error, it’s
more informational. RT checked the scrip, found no-one who should receive
the email, and made a note of that in the log. So “On Create Notify
AdminCcs with template Transaction” will not send mail if no Admin CCs are
present for the ticket.

The NotifyActor suggestion was just a wild guess. Quite often our users
report that “replies aren’t working” and we find that they were replying to
a ticket on which they were the requestor, so our NotifyActor setting was
suppressing the mail.

Steve

Stephen Turner wrote:

Here are the scrips listed for all queues (and the only ones listed
for the queue that I started out trying to email):

On Create Notify AdminCcs with template Transaction
On Correspond Notify AdminCcs with template Admin Correspondence
On Correspond Notify Requestors and Ccs with template Correspondence
On Correspond Notify Other Recipients with template Correspondence
On Comment Notify AdminCcs as Comment with template Admin Comment
On Comment Notify Other Recipients as Comment with template
Correspondence
On Resolve Notify Requestors with template Resolved
On Correspond Notify Owner with template Admin Correspondence
On Create Notify Owner with template Transaction
On Create Autoreply To Requestors with template Autoreply
On Owner Change Notify Owner with template Transaction

Vicki Stanfield

OK - the only scrip that will send mail to CCs is “On Correspond
Notify Requestors and Ccs with template Correspondence” and this will
only fire when a reply is added to an existing ticket. The log
messages you sent earlier show OnCreate scrips - in other words scrips
that fire when a new ticket is being created. So there are no scrips
defined to send mail to CCs when a new ticket is created.

The “No recipients found. Not sending” message is not really an error,
it’s more informational. RT checked the scrip, found no-one who
should receive the email, and made a note of that in the log. So “On
Create Notify AdminCcs with template Transaction” will not send mail
if no Admin CCs are present for the ticket.

The NotifyActor suggestion was just a wild guess. Quite often our
users report that “replies aren’t working” and we find that they were
replying to a ticket on which they were the requestor, so our
NotifyActor setting was suppressing the mail.

Steve

Okay, I need to dig a little deeper to see what these scrips do then,
because the system as I have it set up originally did send email to the
watchers when a ticket was created in their queue. When a ticket was
created in the sysadmin queue for which I am a watcher, I got an email.
I don’t now. As far as I can ascertain, the same scrips are there that
were there before. Likewise, when a comment is added, CCs and watchers
were notified and are not now. And also with replies. Now nada!

Did you expect a given scrip to be there that is not?

Vicki

At Friday 5/27/2005 12:32 PM, Vicki Stanfield wrote:

Okay, I need to dig a little deeper to see what these scrips do then,
because the system as I have it set up originally did send email to the
watchers when a ticket was created in their queue. When a ticket was
created in the sysadmin queue for which I am a watcher, I got an email. I
don’t now. As far as I can ascertain, the same scrips are there that were
there before. Likewise, when a comment is added, CCs and watchers were
notified and are not now. And also with replies. Now nada!

There’s some more info on scrips at
http://wiki.bestpractical.com/index.cgi?ManualScrips. Understanding these
is the key to figuring out what mail is sent when, and what it will look like.

Did you expect a given scrip to be there that is not?

No - I actually was expecting there to be no scrip to send replies to CCs,
as that was my best guess at what the problem was.

Steve

Stephen Turner wrote:

At Friday 5/27/2005 12:32 PM, Vicki Stanfield wrote:

Okay, I need to dig a little deeper to see what these scrips do then,
because the system as I have it set up originally did send email to
the watchers when a ticket was created in their queue. When a ticket
was created in the sysadmin queue for which I am a watcher, I got an
email. I don’t now. As far as I can ascertain, the same scrips are
there that were there before. Likewise, when a comment is added, CCs
and watchers were notified and are not now. And also with replies.
Now nada!

There’s some more info on scrips at
http://wiki.bestpractical.com/index.cgi?ManualScrips. Understanding
these is the key to figuring out what mail is sent when, and what it
will look like.

Did you expect a given scrip to be there that is not?

No - I actually was expecting there to be no scrip to send replies to
CCs, as that was my best guess at what the problem was.

Steve

Well, I am wondering if the reply, comment stuff is in the database and
there is some database corruption. I am unable to find a cause for this
problem. The scrips appear to be right. Email appears to be fine. I had
that missing database field and fixed that, but it didn’t fix this
problem. But that makes me wonder if there is other corruption.

Vicki

I still have the problem with mail not going out from RT. I get incoming
mails, but any outgoing mail seems to not happen. When I create a new
ticket in the general queue and set an address to be CC’ed, the
following lines get written to the rt machine’s mail log:

Jun 2 13:11:38 moe sendmail[29743]: j52IBcUO029743: from=nobody,
size=861, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-3.12.8352129586676@progeny.com,
relay=nobody@localhost
Jun 2 13:11:38 moe sendmail[29744]: j52IBcJY029744: from=nobody,
size=1169, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-22.15.5460730335586@progeny.com,
relay=nobody@localhost
Jun 2 13:11:38 moe sendmail[29745]: j52IBc8G029745: from=nobody,
size=1169, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-31.7.84443869078302@progeny.com,
relay=nobody@localhost

Nothing is written to the mail log on our mail server though. Do these
lines look like what the RT machine mail log should have in it? I am
beginning to suspect that there is something misconfigured in sendmail
on the RT machine. Most of our systems use Postfix these days, so my
sendmail skills are a bit rusty. Any help on this would be greately
appeciated.

Vicki

Vicki Stanfield wrote:

I still have the problem with mail not going out from RT. I get
incoming mails, but any outgoing mail seems to not happen. When I
create a new ticket in the general queue and set an address to be
CC’ed, the following lines get written to the rt machine’s mail log:

Jun 2 13:11:38 moe sendmail[29743]: j52IBcUO029743: from=nobody,
size=861, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-3.12.8352129586676@progeny.com,
relay=nobody@localhost
Jun 2 13:11:38 moe sendmail[29744]: j52IBcJY029744: from=nobody,
size=1169, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-22.15.5460730335586@progeny.com,
relay=nobody@localhost
Jun 2 13:11:38 moe sendmail[29745]: j52IBc8G029745: from=nobody,
size=1169, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-31.7.84443869078302@progeny.com,
relay=nobody@localhost

Nothing is written to the mail log on our mail server though. Do these
lines look like what the RT machine mail log should have in it? I am
beginning to suspect that there is something misconfigured in sendmail
on the RT machine. Most of our systems use Postfix these days, so my
sendmail skills are a bit rusty. Any help on this would be greately
appeciated.

Vicki


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Well, now I have switched that machine over to Postfix, and the problem
persists, so I am running out of ideas. Is it bad form to post my
RT_SiteConfig.pm (with the password blocked out of course)? I have been
beating my head against this problem for far too long.

Vicki

Baxter Shepperson wrote:

So mail is working per se on that machine? It�s not a question of a
mail installation problem but rather an RT config problem? (Sorry,
jumping in late on this)


*From: *Vicki Stanfield vicki@progeny.com
*Date: *Thu, 2 Jun 2005 13:31:32 -0700
*To: *Baxter Shepperson baxter@cerebra.com
*Subject: *Re: [rt-users] outgoing mail not working [was CC’s not
working.]

Baxter Shepperson wrote:

I assume you send mail from the command line otherwise?

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
rt-users-bounces@lists.bestpractical.com
To: ‘rt-users@lists.bestpractical.com’ rt-users@lists.bestpractical.com
Sent: Thu Jun 02 12:53:41 2005
Subject: Re: [rt-users] outgoing mail not working [was CC’s not working.]

Vicki Stanfield wrote:

I still have the problem with mail not going out from RT. I get
incoming mails, but any outgoing mail seems to not happen. When I
create a new ticket in the general queue and set an address to be
CC’ed, the following lines get written to the rt machine’s mail log:

Jun 2 13:11:38 moe sendmail[29743]: j52IBcUO029743: from=nobody,
size=861, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-3.12.8352129586676@progeny.com,
relay=nobody@localhost
Jun 2 13:11:38 moe sendmail[29744]: j52IBcJY029744: from=nobody,
size=1169, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-22.15.5460730335586@progeny.com,
relay=nobody@localhost
Jun 2 13:11:38 moe sendmail[29745]: j52IBc8G029745: from=nobody,
size=1169, class=-60, nrcpts=0,
msgid=rt-3.4.1-10839-55249-31.7.84443869078302@progeny.com,
relay=nobody@localhost

Nothing is written to the mail log on our mail server though. Do these
lines look like what the RT machine mail log should have in it? I am
beginning to suspect that there is something misconfigured in sendmail
on the RT machine. Most of our systems use Postfix these days, so my
sendmail skills are a bit rusty. Any help on this would be greately
appeciated.

Vicki


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Well, now I have switched that machine over to Postfix, and the problem
persists, so I am running out of ideas. Is it bad form to post my
RT_SiteConfig.pm (with the password blocked out of course)? I have been
beating my head against this problem for far too long.

Vicki


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Yes, I am now pretty sure the problem has to do with relaying. I want
this machine to be the MDA for rt@progeny.com, and all of the other
queue@progeny.com addresses but not for username@progeny.com, right? It
seems that this machine doesn’t know that it needs to handle all the rt
mail.

Vicki

It is fixed now. Strange thing is that I only toggled a value that I had
toggled before. Now I try either setting, and it seems to work. Gremlins!

Vicki

Baxter Shepperson wrote:

So mail is working per se on that machine? It�s not a question of a
mail installation problem but rather an RT config problem? (Sorry,
jumping in late on this)

Well, if I go to the command line and type “cat /etc/aliases |
/opt/rt3/bin/rt-mailgate --queue General --action correspond --url
http://tickets.progeny.com/”, a ticket is created with the aliases file
in it. If I do this from another machine, that works too. But if I try
to reply to an existing ticket that has CC addresses in it, no one gets
the email. If I create a comment for an existing ticket, no one gets the
email. I can’t really see how that could be a mail configuration
problem, but I am at a loss.

Vicki