Missing replies

Hi All,

Our support guys have bought a possible issue to my attention. It seems
that some correspondence is not being sent out from the ticket system.
It hasn’t been many, but enough to raise suspicions with customers
phoning asking about the status of their problem and wondering why they
haven’t been answered, when in fact they have.

We are using qmail as the mailer, and the vast majority of replies /
comments / auto responses get through with no problem. However the ones
that haven’t there has not even been a corresponding entry in the log
files to show that delivery has even been attempted.

In config.pm:

$MailCommand = ‘sendmailpipe’;
$SendmailArguments="-t";
$SendmailPath = “/var/qmail/bin/sendmail”;

In Queue Scrips:

OnCreate AutoreplyToRequestors with template 1st Line Autoreply
OnResolve NotifyRequestors with template 1st Line ticket
resolution
OnCorrespond NotifyRequestors with template Correspondence

Any ideas / comments / suggestions appreciated.

TIA,

Simon.

If you can find some way to reliably replicate the problem, then it’ll
be much easier to figure out how to fix it…

-jOn Wed, Nov 28, 2001 at 12:23:16PM +0000, Simon Woodward wrote:

Hi All,

Our support guys have bought a possible issue to my attention. It seems
that some correspondence is not being sent out from the ticket system.
It hasn’t been many, but enough to raise suspicions with customers
phoning asking about the status of their problem and wondering why they
haven’t been answered, when in fact they have.

We are using qmail as the mailer, and the vast majority of replies /
comments / auto responses get through with no problem. However the ones
that haven’t there has not even been a corresponding entry in the log
files to show that delivery has even been attempted.

In config.pm:

$MailCommand = ‘sendmailpipe’;
$SendmailArguments="-t";
$SendmailPath = “/var/qmail/bin/sendmail”;

In Queue Scrips:

OnCreate AutoreplyToRequestors with template 1st Line Autoreply
OnResolve NotifyRequestors with template 1st Line ticket
resolution
OnCorrespond NotifyRequestors with template Correspondence

Any ideas / comments / suggestions appreciated.

TIA,

Simon.


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If you can find some way to reliably replicate the problem, then it’ll
be much easier to figure out how to fix it…

-j

Thanks Jesse :wink:

If I was able to replicate it, I may not have had to post to the list !!
It was more a vague hope that someone else had experienced a similar
problem and could give me some pointers, because at the moment I am at a
loss.

Simon.