No email on investigations

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Hello all

Apologies - me again.

My upgraded RT/RTIR is receiving email fine,
deposited nicely into the ‘Incident Reports’ queue.

If I try and launch an investigation or reply -
no email is sent.

If I go back to plain RT I can see the ‘General’ queue
but if an external user emails to that they get a ‘ticket permission’ error.
However generating a new ticket in that queue with an external CC
sends email as expected.

As I’ve never had this system in production as such,
I’m tempted to dump everything and start from a blank RT slate
and then put RTIR back on top.

Is there anything obvious I can investigate before I do this?


Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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My upgraded RT/RTIR is receiving email fine,
deposited nicely into the ‘Incident Reports’ queue.

If I try and launch an investigation or reply -
no email is sent.

And who is listed as ‘getting email’, in what roles, what’s in your
logs, etc etc. Without this information, we really can’t help you.

If I go back to plain RT I can see the ‘General’ queue
but if an external user emails to that they get a ‘ticket permission’ error.

RTIR doesn’t grant any rights on the General queue.
If you want to use that Queue, you have to set up the rights yourself.

However generating a new ticket in that queue with an external CC
sends email as expected.

As I’ve never had this system in production as such,
I’m tempted to dump everything and start from a blank RT slate
and then put RTIR back on top.

Assuming from this section, that you were attempting to CC someone
from your Investigation, you skipped this part of the upgrading
documentation.

http://bestpractical.com/docs/rtir/3.0/UPGRADING-3.0.html#Notifications

-kevin

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Hash: SHA1On 15/11/2013 16:04, Kevin Falcone wrote:

Assuming from this section, that you were attempting to CC someone
from your Investigation, you skipped this part of the upgrading
documentation.

UPGRADING-3.0 - RTIR 3.0.4 Documentation - Best Practical

Okay, thanks.

I’ll look at this again.


Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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Hello all

I’m still confused by this.

I’ve made the notification change:
http://bestpractical.com/docs/rtir/3.0/UPGRADING-3.0.html#Notifications

However, when I launch a new Investigation (linked
from an IR, which is linked to an Incident) I get

Correspondents:
CC:
Admin CC:

Whatever I put in ‘Correspondents’
receives no email.

I added a scrip to the Investigations queue of
Description: On Create Notify Correspondents
Condition: On Create
Action: Notify Requestors
Template: Global template: Correspondence
Stage: TransactionCreate

which fixes the problem but I’m worried
whether this is the wrong thing.

When I first setup RTIR I disabled the autocreation of tickets
globally as a large proportion of our incoming email is spam,
as recommended by the workflow document.


Peter Bates
Senior Information Security Officer Phone: +44(0)2076792049
Information Services Division Internal Ext: 32049
University College London
London WC1E 6BT
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Peter,

I’ve done the same thing. I removed the global ‘On create: notify
requesters’ and added it to the investigations, and blocks queues.
Partly due to SPAM but also because we get IRs from our Remedy system,
which if we respond to can cause a loop!

I’d like to see a way of disabling a global scrip for individual queues.

Regards,
Tony.On 22/11/13 12:43, Peter Bates wrote:

Hello all

I’m still confused by this.

I’ve made the notification change:
UPGRADING-3.0 - RTIR 3.0.4 Documentation - Best Practical

However, when I launch a new Investigation (linked from an IR,
which is linked to an Incident) I get

Correspondents: CC: Admin CC:

Whatever I put in ‘Correspondents’ receives no email.

I added a scrip to the Investigations queue of Description: On
Create Notify Correspondents Condition: On Create Action: Notify
Requestors Template: Global template: Correspondence Stage:
TransactionCreate

which fixes the problem but I’m worried whether this is the wrong
thing.

When I first setup RTIR I disabled the autocreation of tickets
globally as a large proportion of our incoming email is spam, as
recommended by the workflow document.


Tony Arnold, Tel: +44 (0) 161 275 6093
Head of IT Security, Fax: +44 (0) 705 344 3082
University of Manchester, Mob: +44 (0) 773 330 0039
Manchester M13 9PL. Email: tony.arnold@manchester.ac.uk
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I’d like to see a way of disabling a global scrip for individual queues.

Luckily this is a core feature, so it’ll be easier to do once we
finish up and release RTIR 3.2.0.

-kevin