Client reply receive by 1 admin CC only

Hi,

I’ve been investigating this and cannot find a real answer.

We have 3 persons on AdminCC.

When client replies via email to the ticket, it will be received by the 3
persons’ mailbox.

Last week, there was a client replied, only 1 adminCC got the response. I
did a test. All replies to RT are being received by 3 AdminCC.

I found this on RT log. It only send to 1 adminCC. RT usually send to 3
adminCCs or sometimes to 2 if, the other is the updating the ticket.

[Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Fri Apr 30 08:59:59 2010] [info]: <
rt-3.4.5-30212-1272617998-981.16221-5-0@xxx.worx.net> sent To: Cc: Bcc:
admin1@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)

Further the client retained the RT system email address in their reply, and
didn’t change that email to be 1 AdminCc.

I attached the ticket display page. It shows that client sent to RT email
address and not directly to the email address of 1 adminCC.

There are no changes on the scrips. I am also looking at the logs this is
the only time RT sends to 1 adminCC.

An ideas on why does RT only send to 1 adminCC?

RT Version is 3.4.5

Guys,

It happened again for the same client responding to the same ticket but only
1 adminCC received it. The client sent it to RT email (prodxxx@xxx.worx.net)

Below are the RT logs.

I believe Scrip 5 is responsible for sending the email. Scrip5:
Condition: On Correspond
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: TransactionCreat

I no longer know which to check, please help.

THANKS!

RT LOGS:

[Thu May 6 17:36:13 2010] [debug]: Found 6 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May 6 17:38:10 2010] [debug]: Found a ticket ID. It’s 16221
(/opt/rt3/lib/RT/Interface/Email.pm:455)
[Thu May 6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May 6 17:38:11 2010] [debug]: About to prepare scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Thu May 6 17:38:11 2010] [debug]: Found 9 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May 6 17:38:11 2010] [debug]: About to commit scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net> #16221/163798 - Scrip
5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May 6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net> sent To: Cc: Bcc:
admincc1@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net> #16221/163798 - Scrip
6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net> No recipients found.
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net> #16221/163798 - Scrip
7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net> No recipients found.
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)On Tue, May 4, 2010 at 11:30 AM, rmp dmd rmp.dmd1229@gmail.com wrote:

Hi,

I’ve been investigating this and cannot find a real answer.

We have 3 persons on AdminCC.

When client replies via email to the ticket, it will be received by the 3
persons’ mailbox.

Last week, there was a client replied, only 1 adminCC got the response. I
did a test. All replies to RT are being received by 3 AdminCC.

I found this on RT log. It only send to 1 adminCC. RT usually send to 3
adminCCs or sometimes to 2 if, the other is the updating the ticket.

[Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Fri Apr 30 08:59:59 2010] [info]: <
rt-3.4.5-30212-1272617998-981.16221-5-0@xxx.worx.net> sent To: Cc: Bcc:
admin1@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)

Further the client retained the RT system email address in their reply, and
didn’t change that email to be 1 AdminCc.

I attached the ticket display page. It shows that client sent to RT email
address and not directly to the email address of 1 adminCC.

There are no changes on the scrips. I am also looking at the logs this is
the only time RT sends to 1 adminCC.

An ideas on why does RT only send to 1 adminCC?

RT Version is 3.4.5

Rmp,

Offhand, I’d say there might be a confusion about what an ADminCc is. To
determine this, I need to know if these AdminCc’s are listed as AdminCc’s as
Queue Watchers or on the Ticket as AdminCc’s?
There is a BIG difference between the two and you may not have or are not
using the correct scrip for this.

Kenn
LBNLOn Thu, May 6, 2010 at 12:00 PM, rmp dmd rmp.dmd1229@gmail.com wrote:

Guys,

It happened again for the same client responding to the same ticket but
only 1 adminCC received it. The client sent it to RT email (
prodxxx@xxx.worx.net)

Below are the RT logs.

I believe Scrip 5 is responsible for sending the email. Scrip5:
Condition: On Correspond
Action: Notify AdminCcs
Template: Global template: Admin Correspondence
Stage: TransactionCreat

I no longer know which to check, please help.

THANKS!

RT LOGS:

[Thu May 6 17:36:13 2010] [debug]: Found 6 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May 6 17:38:10 2010] [debug]: Found a ticket ID. It’s 16221
(/opt/rt3/lib/RT/Interface/Email.pm:455)
[Thu May 6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May 6 17:38:11 2010] [debug]: About to prepare scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Thu May 6 17:38:11 2010] [debug]: Found 9 scrips
(/opt/rt3/lib/RT/Scrips_Overlay.pm:356)
[Thu May 6 17:38:11 2010] [debug]: About to commit scrips for transaction
#163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net> #16221/163798 -
Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May 6 17:38:11 2010] [debug]: About to think about scrips for
transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-5-0@xxx.worx.net> sent To: Cc: Bcc:
admincc1@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net> #16221/163798 -
Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-6-0@xxx.worx.net> No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net> #16221/163798 -
Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Thu May 6 17:38:11 2010] [info]: <
rt-3.4.5-22269-1273167490-1816.16221-7-0@xxx.worx.net> No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)

On Tue, May 4, 2010 at 11:30 AM, rmp dmd rmp.dmd1229@gmail.com wrote:

Hi,

I’ve been investigating this and cannot find a real answer.

We have 3 persons on AdminCC.

When client replies via email to the ticket, it will be received by the 3
persons’ mailbox.

Last week, there was a client replied, only 1 adminCC got the response. I
did a test. All replies to RT are being received by 3 AdminCC.

I found this on RT log. It only send to 1 adminCC. RT usually send to 3
adminCCs or sometimes to 2 if, the other is the updating the ticket.

[Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for
transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Fri Apr 30 08:59:59 2010] [info]: <
rt-3.4.5-30212-1272617998-981.16221-5-0@xxx.worx.net> sent To: Cc: Bcc:
admin1@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297)

Further the client retained the RT system email address in their reply,
and didn’t change that email to be 1 AdminCc.

I attached the ticket display page. It shows that client sent to RT email
address and not directly to the email address of 1 adminCC.

There are no changes on the scrips. I am also looking at the logs this is
the only time RT sends to 1 adminCC.

An ideas on why does RT only send to 1 adminCC?

RT Version is 3.4.5

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