Changing email "From:" Field

randommantis · July 7, 2023, 3:49pm

I’m trying to change the AutoReply and Reply to from fields so that it is queue@domain.com and the ticket reply uses the techs email on their user account.

I have seen that you can make templates for it, but when I did that it broke my outgoing emails
Change the RT::Action::SendEmail::SetFrom or something like that but is there an easier way I dont want to break anything.

randommantis · July 28, 2023, 4:41pm

Wanted to comback to explain my questions better. I was wondering if i could make it so that when a person replies to a ticker it does “their name via RT ” as it is right now it just does “their real name via RT”.

Rob_Lister · July 31, 2023, 2:02pm

I’m not sure I understand what you mean by

“their name via RT ” as it is right now it just does “their real name via RT”. - you mean it’s using their username instead of the Real Name field?

Do you just want the tech’s email to appear in the comment part of the From: header, or do you want the from header to actually be set to their email as well?

randommantis · July 31, 2023, 2:39pm

Sorry about the confusion, I want the techs email to show up in the To: field when a requestor tries to reply to a ticket. Most of our ticketing is done through email so currently when someone put its in a ticket it shows “Real Name Field via RT” with no email to route to. Same goes for technicians their replies to tickets just show their real name field via RT.

If I understnad your correctly I want the from header to actually be set to their email as well.

Rob_Lister · August 1, 2023, 12:40pm

This behaviour is by design in RT (and pretty much all ticket systems) to ensure that all correspondence only goes back to the ticket and not to individual inboxes, as this is the point of a ticket system where a team can all see and respond to tickets in queues etc.

The only possible exception I can think of is a configuration where all email addresses for techs also goes to the ticketer, and they have no separate inboxes - everything will go to RT in any event.

For the email gateway, headers should look like:-

From: Joe User via RT <support@example.com>

(If by “Real Name Field via RT” with no email to route to" you mean there is no email address there, then something is broken with your RT setup, because there should always be an email address in the From: header.)

You need to be extremely careful if you set the From: header to ensure it only gets applied for your internal users/techs and you do not “forge” the From: header for any external domains - this will not go well and emails will likely get rejected due to anti-spoofing/SPF policies etc.

That said, if you really want to do it, you can just modify the Correspondence template (or whatever template is set for your Scrip, usually “On Correspond Notify Requestors and Ccs” and/or “On Correspond Notify Other Recipients”. UseActorAsSender - Request Tracker Wiki gives a little example of how to modify the From: header. Not too difficult to modify it.

Template:

This sets the email address to either the queue’s address, say, “support@example.com” or “support-comment@example.com” if it’s a comment sent only internally. This should mirror the default behaviour. Then, only if the user updating the ticket email address ends example.com, set their email address.

This goes at the top of the template, note the blank line between the headers and the message body.

From: {
  my $u = $Transaction->CreatorObj;
  my $txn_email = $u->EmailAddress;
  my $email = $Ticket->QueueObj->CorrespondAddress;
  $email = $Ticket->QueueObj->CommentAddress if ( $Transaction->Type eq 'Comment' );
  $email = $txn_email if ($txn_email=~ /\@example.com$/);
  my $res = $u->RealName || $u->Name;
  $res .= " via RT" . " <" . $email .">" ;
$res; }
RT-Attach-Message: yes

{$Transaction->Content()}

Looks like RT adds a “Reply-To:” header to the queue address in any case, so users hitting reply will go back to the queue address. You could also set that if you want to.

There are other ways you could decide when it’s an internal user, for example if the user a member of a particular admins or staff group.

randommantis · August 1, 2023, 2:15pm

Thank you, it does seem like I have some type of misconfiguration in my RT we originally were going to do the queue email but when we put it in the correspondence address field emails just stoppped working.

Thank you for the template for changing the from field.

Rob_Lister · August 1, 2023, 2:19pm

Hmm. Maybe take a look at your mail server/RT debug logs to see what might be going wrong there.

randommantis · August 1, 2023, 10:12pm

I checked the logs and everything looks normal it just doesnt send the auto reply when a ticket is created. When the queue has a reply to address.

Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield To; recipients are Redacted (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] In-Reply-To:#012Auto-Submitted: auto-replied#012X-RT-Originator: Redacted#012From: “Helpdesk queue via RT” <redacted>#012Subject: [REDACTED Helpdesk #1432] AutoReply: test#012References: RT-Ticket-1432@example.com#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-17”#012X-RT-Loop-Prevention: REDACTED Helpdesk#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012To: Redacted#012Message-ID: rt-5.0.4-4311-1690927282-120.1432-7-0@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Got user mail preference ‘Individual messages’ for user Redacted (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:730)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] In-Reply-To:#012Auto-Submitted: auto-replied#012X-RT-Originator: Redacted#012From: “Helpdesk queue via RT” <redacted>#012Subject: [REDACTED Helpdesk #1432] AutoReply: test#012References: RT-Ticket-1432@example.com#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-17”#012X-RT-Loop-Prevention: REDACTED Helpdesk#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012To: Redacted#012Message-ID: rt-5.0.4-4311-1690927282-120.1432-7-0@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Cc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Bcc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] In-Reply-To:#012Auto-Submitted: auto-replied#012X-RT-Originator: Redacted#012From: “Helpdesk queue via RT” <redacted>#012Subject: [REDACTED Helpdesk #1432] AutoReply: test#012References: RT-Ticket-1432@example.com#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-17”#012X-RT-Loop-Prevention: REDACTED Helpdesk#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012To: Redacted#012Message-ID: rt-5.0.4-4311-1690927282-120.1432-7-0@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Bcc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] No recipients found for deferred delivery on transaction #22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:761)
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-120.1432-7-0@example.com #1432/22579 - Scrip 7 On Create Autoreply To Requestors
Aug 1 17:01:22 redacted-rt postfix/sendmail[4355]: warning: /etc/postfix/main.cf, line 49: overriding earlier entry: relayhost=[redacted-smtp1.redacted.org]:587
Aug 1 17:01:22 redacted-rt postfix/postdrop[4356]: warning: /etc/postfix/main.cf, line 49: overriding earlier entry: relayhost=[redacted-smtp1.redacted.org]:587
Aug 1 17:01:22 redacted-rt postfix/pickup[4119]: 5698080355: uid=33 from=
Aug 1 17:01:22 redacted-rt postfix/cleanup[4112]: 5698080355: message-id=rt-5.0.4-4311-1690927282-120.1432-7-0@example.com
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-120.1432-7-0@example.com sent To: Redacted
Aug 1 17:01:22 redacted-rt RT: [4311] We found a part. we want to record it. (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:580)
Aug 1 17:01:22 redacted-rt RT: [4311] We found a part. we want to record it. (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:580)
Aug 1 17:01:22 redacted-rt postfix/qmgr[3757]: 5698080355: from=<www-data@redacted-smtp1.redacted.org>, size=2274, nrcpt=1 (queue active)
Aug 1 17:01:22 redacted-rt RT: [4311] Converting ‘utf-8’ to ‘utf-8’ for text/plain - Subjectless message (/opt/rt5/sbin/…/lib/RT/I18N.pm:294)
Aug 1 17:01:22 redacted-rt RT: [4311] Converting ‘utf-8’ to ‘utf-8’ for text/html - Subjectless message (/opt/rt5/sbin/…/lib/RT/I18N.pm:294)
Aug 1 17:01:22 redacted-rt RT: [4311] Encode::Guess guessed encoding: ascii (/opt/rt5/sbin/…/lib/RT/I18N.pm:583)
Aug 1 17:01:22 redacted-rt RT: [4311] Encode::Guess guessed encoding: ascii (/opt/rt5/sbin/…/lib/RT/I18N.pm:583)
Aug 1 17:01:22 redacted-rt postfix/smtp[4357]: warning: /etc/postfix/main.cf, line 49: overriding earlier entry: relayhost=[redacted-smtp1.redacted.org]:587
Aug 1 17:01:22 redacted-rt RT: [4311] Skipping scrips for transaction #22580 (/opt/rt5/sbin/…/lib/RT/Transaction.pm:181)
Aug 1 17:01:22 redacted-rt RT: [4311] Committing scrip #8 on txn #22579 of ticket #1432 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:293)
Aug 1 17:01:22 redacted-rt RT: [4311] Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x55df5c840b30), id 22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:693)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield To; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] In-Reply-To:#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012X-RT-Originator: Redacted#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-18”#012Message-ID: rt-5.0.4-4311-1690927282-344.1432-8-0@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] In-Reply-To:#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012X-RT-Originator: Redacted#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-18”#012Message-ID: rt-5.0.4-4311-1690927282-344.1432-8-0@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Cc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Bcc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] In-Reply-To:#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012X-RT-Originator: Redacted#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-18”#012Message-ID: rt-5.0.4-4311-1690927282-344.1432-8-0@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Bcc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] No recipients found for deferred delivery on transaction #22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:761)
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-344.1432-8-0@example.com #1432/22579 - Scrip 8 On Create Notify Owner and AdminCcs
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-344.1432-8-0@example.com No recipients found. Not sending.
Aug 1 17:01:22 redacted-rt RT: [4311] Committing scrip #9 on txn #22579 of ticket #1432 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:293)
Aug 1 17:01:22 redacted-rt RT: [4311] Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x55df5c840b30), id 22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:693)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield To; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012Subject: [REDACTED Helpdesk #1432] test#012Message-ID: rt-5.0.4-4311-1690927282-958.1432-9-0@example.com#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-19”#012In-Reply-To:#012X-RT-Loop-Prevention: REDACTED Helpdesk#012From: “redacted redacted via RT” <redacted>#012X-RT-Originator: Redacted (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012Subject: [REDACTED Helpdesk #1432] test#012Message-ID: rt-5.0.4-4311-1690927282-958.1432-9-0@example.com#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-19”#012In-Reply-To:#012X-RT-Loop-Prevention: REDACTED Helpdesk#012From: “redacted redacted via RT” <redacted>#012X-RT-Originator: Redacted (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Cc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Bcc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012Subject: [REDACTED Helpdesk #1432] test#012Message-ID: rt-5.0.4-4311-1690927282-958.1432-9-0@example.com#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-19”#012In-Reply-To:#012X-RT-Loop-Prevention: REDACTED Helpdesk#012From: “redacted redacted via RT” <redacted>#012X-RT-Originator: Redacted (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Bcc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] No recipients found for deferred delivery on transaction #22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:761)
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-958.1432-9-0@example.com #1432/22579 - Scrip 9 On Create Notify Ccs
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-958.1432-9-0@example.com No recipients found. Not sending.
Aug 1 17:01:22 redacted-rt RT: [4311] Committing scrip #10 on txn #22579 of ticket #1432 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:293)
Aug 1 17:01:22 redacted-rt RT: [4311] Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x55df5c840b30), id 22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:693)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield To; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Originator: Redacted#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012In-Reply-To:#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-20”#012Message-ID: rt-5.0.4-4311-1690927282-1612.1432-10-0@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Originator: Redacted#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012In-Reply-To:#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-20”#012Message-ID: rt-5.0.4-4311-1690927282-1612.1432-10-0@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Cc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Bcc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Originator: Redacted#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012In-Reply-To:#012Reply-To: redacted#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-20”#012Message-ID: rt-5.0.4-4311-1690927282-1612.1432-10-0@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Bcc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] No recipients found for deferred delivery on transaction #22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:761)
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-1612.1432-10-0@example.com #1432/22579 - Scrip 10 On Create Notify Other Recipients
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-1612.1432-10-0@example.com No recipients found. Not sending.
Aug 1 17:01:22 redacted-rt RT: [4311] Committing scrip #13 on txn #22579 of ticket #1432 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:293)
Aug 1 17:01:22 redacted-rt RT: [4311] Committing scrip #19 on txn #22579 of ticket #1432 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:293)
Aug 1 17:01:22 redacted-rt RT: [4311] Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x55df5c840b30), id 22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:693)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield To; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Originator: Redacted#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012In-Reply-To:#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-21”#012Reply-To: redacted#012Message-ID: rt-5.0.4-4311-1690927282-51.1432-19-0@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from To: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Cc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Originator: Redacted#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012In-Reply-To:#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-21”#012Reply-To: redacted#012Message-ID: rt-5.0.4-4311-1690927282-51.1432-19-0@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Cc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] Working on mailfield Bcc; recipients are (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:709)
Aug 1 17:01:22 redacted-rt RT: [4311] X-RT-Originator: Redacted#012From: “redacted redacted via RT” <redacted>#012X-RT-Loop-Prevention: REDACTED Helpdesk#012In-Reply-To:#012Content-Type: multipart/alternative; boundary=“----------=_1690927282-4311-21”#012Reply-To: redacted#012Message-ID: rt-5.0.4-4311-1690927282-51.1432-19-0@example.com#012Subject: [REDACTED Helpdesk #1432] test#012X-Managed-BY: RT 5.0.4 (Request Tracker — Best Practical Solutions)#012X-RT-Ticket: REDACTED Helpdesk #1432#012References: RT-Ticket-1432@example.com (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:716)
Aug 1 17:01:22 redacted-rt RT: [4311] Removing deferred recipients from Bcc: line (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:739)
Aug 1 17:01:22 redacted-rt RT: [4311] Setting deferred recipients for attribute creation (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:748)
Aug 1 17:01:22 redacted-rt RT: [4311] No recipients found for deferred delivery on transaction #22579 (/opt/rt5/sbin/…/lib/RT/Action/SendEmail.pm:761)
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-51.1432-19-0@example.com #1432/22579 - Scrip 19 New TIcket Email notification
Aug 1 17:01:22 redacted-rt RT: [4311] rt-5.0.4-4311-1690927282-51.1432-19-0@example.com No recipients found. Not sending.
Aug 1 17:01:22 redacted-rt RT: [4311] Ticket 1432 created in queue ‘Helpdesk’ by redacted.redacted
Aug 1 17:01:22 redacted-rt RT: [4311] Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #22579 on ticket #1432 (/opt/rt5/sbin/…/lib/RT/Scrips.pm:482)
Aug 1 17:01:22 redacted-rt postfix/smtp[4357]: 5698080355: to=, relay=redacted-smtp1.redacted.org[192.168.0.10]:25, delay=0.07, delays=0.01/0.01/0/0.05, dsn=2.6.0, status=sent (250 2.6.0 rt-5.0.4-4311-1690927282-120.1432-7-0@example.com Queued mail for delivery)
Aug 1 17:01:22 redacted-rt postfix/qmgr[3757]: 5698080355: removed
Aug 1 17:01:22 redacted-rt RT: [4311] Rendering attachment #19231 of ‘text/html’ type (/opt/rt5/share/html/Elements/ShowTransactionAttachments:238)

GreenJimll · August 2, 2023, 7:05am

Just to check - you’re not replying to your own tickets during testing are you? Only RT has a setting (which is a default IIRC) to not send you emails about tickets you’ve just replied to, on the sensible basis that you should know about them because you’ve just worked on them.

randommantis · August 2, 2023, 6:35pm

Yes, I was but I also have a problem with email just not being sent when I have an email in the reply to field on a queue.

randommantis · August 2, 2023, 9:58pm

I got it fixed thank you for the information.