No recipients Found. Not sending?

RT Users
1

Hi All,

Every now and then when I update a ticket, I get the attached error message
in /var/log/messages.

It’s clear that in scrip 4 & 6 it finds no recipients and script 5 it does
and sends the email off.

Looking at the list of scrips, i can see that scrip 4 is:

On Correspond Notify AdminCcs with template Admin Correspondence

… and scrip 6 is:

On Correspond Notify Other Recipients with template Correspondence

I can see why scrip 6 might not find anyone to send to, as there is only
one requestor, one Cc and one AdminCc for this particular ticket #21 (then
again I’m not sure who “other recipients” actually covers), but scrip 4
sends an email to the AdminCcs and there is definitely one AdminCc for this
Queue.

Any ideas??

TIA,
Gonzalo

rt3.log (1006 Bytes)

2

Hi,

I got this exact same error when trying to update the ticket from ‘root’
whom didn’t have access to this queue. It would update the ticket on RT web
panel, but not actualy send a reply to the requestor.

I think instead of it saying ‘can’t prepare ticket’ it should say
‘permission denied’ though, I don’t know if this is the same in your case?

Please let me know how you go.

Thanks
BarryFrom: “Gonzalo Servat” gonzalo@linuxaus.com
To: rt-users@lists.fsck.com
Sent: Tuesday, June 17, 2003 11:44 AM
Subject: [rt-users] No recipients Found. Not sending??

Hi All,

Every now and then when I update a ticket, I get the attached error
message
in /var/log/messages.

It’s clear that in scrip 4 & 6 it finds no recipients and script 5 it does
and sends the email off.

Looking at the list of scrips, i can see that scrip 4 is:

On Correspond Notify AdminCcs with template Admin Correspondence

… and scrip 6 is:

On Correspond Notify Other Recipients with template Correspondence

I can see why scrip 6 might not find anyone to send to, as there is only
one requestor, one Cc and one AdminCc for this particular ticket #21 (then
again I’m not sure who “other recipients” actually covers), but scrip 4
sends an email to the AdminCcs and there is definitely one AdminCc for
this
Queue.

Any ideas??

TIA,
Gonzalo

Jun 17 09:29:49 venus RT: RT::Scrip=HASH(0x9332d64): Couldn’t prepare Open
Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
Jun 17 09:29:49 venus RT: rt-3.0.0-21-198.18.8707118022699@linuxaus.com
#21/198 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 17 09:29:49 venus RT: rt-3.0.0-21-198.18.8707118022699@linuxaus.com
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:170)
Jun 17 09:29:49 venus RT: rt-3.0.0-21-198.11.618586182189@linuxaus.com
#21/198 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 17 09:29:49 venus RT: rt-3.0.0-21-198.11.618586182189@linuxaus.com
sent To: brenton@other.com.au Cc: daniel@other.com.au Bcc:
(/opt/rt3/lib/RT/Action/SendEmail.pm:205)
Jun 17 09:29:49 venus RT: rt-3.0.0-21-198.11.6208200864683@linuxaus.com
#21/198 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 17 09:29:49 venus RT: rt-3.0.0-21-198.11.6208200864683@linuxaus.com
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:170)

3

Hi,

I got this exact same error when trying to update the ticket from ‘root’
whom didn’t have access to this queue. It would update the ticket on RT
web panel, but not actualy send a reply to the requestor.

I think instead of it saying ‘can’t prepare ticket’ it should say
‘permission denied’ though, I don’t know if this is the same in your case?

Please let me know how you go.

Actually, I’m updating it as myself and I have full access to the queue. It
actually sends the reply to the requestors, but it doesn’t send me an
“Admin Correspondence”. I’m logged in as the AdminCc and updating the
ticket via the UI. Perhaps it doesn’t send it if the AdminCc is the same as
the logged in user updating the ticket?

Thanks for your help.

Regards,
Gonzalo.

4

No,

I’ve set myself up as an AdminCC and I receive the replys.
Sorry I couldn’t have been more help. :confused:

No problem Barry.

I did notice one thing though. I logged in as root and replied to a ticket,
and I THEN got sent the admin correspondence. Looks to me like RT won’t
send if the person replying to the ticket is the sole AdminCc for the
queue. Makes sense but I don’t understand why it has to spit out those
errors in the log.

Best regards,
Gonzalo

5

Gonzalo Servat wrote:

I did notice one thing though. I logged in as root and replied to a ticket,
and I THEN got sent the admin correspondence. Looks to me like RT won’t
send if the person replying to the ticket is the sole AdminCc for the
queue. Makes sense but I don’t understand why it has to spit out those
errors in the log.

They’re not errors, they’re just diagnostics. And this is
normal, well-documented behaviour, that gets asked about
and answered every couple of weeks on this list.

For RT2: http://fsck.com/rtfm/article.html?id=5#73

For RT3: look at the NotifyActor config option.

For RT questions in general, look first at http://fsck.com/rtfm,
then search the list archives before asking. Please.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

6

For RT questions in general, look first at http://fsck.com/rtfm,
then search the list archives before asking. Please.

Sorry, that was very lazy of me. I’ll check the archives first next time.

Thanks,
Gonzalo