Email Question

RT Users
1

All:

I have my current production version which is on version 3.4.2 When I create a new ticket I receive an email as a requestor and also an email as an AdminCc since I am setup as an AdminCc on the queue that I am creating the ticket in.

I am testing the latest version of RT on 3.6.5 with the same data setup from 3.4.2 and when I create a new ticket in RT using the RT interface I only receive one email as a Requestor. But I don’t receive the email as an AdminCc. If I create the ticket from my outlook by sending an email to RT I receive both the emails as a requestor and also as an AdminCc. Why is that? Is that normal functionality of version 3.6.5?

The same thing happens, when I try to resolve a ticket for which I was the requestor as well. And I don’t receive any email when I resolve the ticket.

Please comment.

Deepika Bhatia
Sr. Manager
Prosum Technology Services

2

I’m having trouble running RT using the

    PerlOptions +Parent

directive.

My httpd.conf file:

NameVirtualHost *

<VirtualHost *>
ServerName default.name.com
DocumentRoot “/var/www/html”
<Directory “/var/www/html”>
Options FollowSymLinks
AllowOverride None
Order allow,deny
Allow from all

<VirtualHost *>
ServerName rt.name.com
DocumentRoot “/opt/rt3/share/html”
AddDefaultCharset UTF-8

ErrorLog            logs/error_log_foo2
CustomLog           logs/access_log_foo2 combined

# This PerlOptions line causes DB connect failure
#PerlOptions +Parent

PerlRequire /opt/rt3/bin/webmux.pl

<Location />
    SetHandler      perl-script
    PerlHandler     RT::Mason
</Location>

This config file works great. I can surf to rt.name.com (port 80) and
login to RT.

When I uncomment the

PerlOptions +Parent

line, however, and restart Apache, I get the following errors:

DBI connect('ORA001,‘rt’,…) failed: ERROR OCIEnvNlsCreate. Check
ORACLE_HOME and NLS settings etc.
at /usr/lib/perl5/site_perl/5.8.8/DBIx/SearchBuilder/Handle.pm line 106

Connect Failed ERROR OCIEnvNlsCreate. (check ORACLE_HOME and NLS
settings etc.)
at /opt/rt3/lib/RT.pm line 220

Versions:

rt: 3.6.5
perl: 5.8.8
mod_perl: 2.03
HTML-Mason: 1.35
httpd: 2.2.6
oracle: 11.1.0.6.0
linux: 2.6.22 (F7)

Any help is appreciated. Thanks.

George L. Roman
Arion Systems Inc.

3

See NotifyActor in RT_SiteConfig.pm.On 11/11/07, Deepika Bhatia Deepika.Bhatia@prosum.com wrote:

All:

I have my current production version which is on version 3.4.2 When I create
a new ticket I receive an email as a requestor and also an email as an
AdminCc since I am setup as an AdminCc on the queue that I am creating the
ticket in.

I am testing the latest version of RT on 3.6.5 with the same data setup from
3.4.2 and when I create a new ticket in RT using the RT interface I only
receive one email as a Requestor. But I don’t receive the email as an
AdminCc. If I create the ticket from my outlook by sending an email to RT I
receive both the emails as a requestor and also as an AdminCc. Why is that?
Is that normal functionality of version 3.6.5?

The same thing happens, when I try to resolve a ticket for which I was the
requestor as well. And I don’t receive any email when I resolve the ticket.

Please comment.


Deepika Bhatia

Sr. Manager

Prosum Technology Services


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4

Todd-

I did check my current production version which is on 3.4.2 and that has the value of NotifyActor set as 0.

And my new production environment is on 3.6.5 and the NotifyActor there is also 0. Why does RT react differently if the values are the same.

Any help in this matter is appreciated.

DeepikaFrom: Todd Chapman [mailto:todd@chaka.net]
Sent: Sunday, November 11, 2007 7:52 AM
To: Deepika Bhatia
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Email Question

See NotifyActor in RT_SiteConfig.pm.