No recipients in 'Reply' to ticket on RT3.4.5 on FC4

I’m trying to complete an installation of RT 3.4.5 on Fedora Core 4.
Everything appears to be working, except for replying to tickets.
When I try to reply, no recipients are listed in the “This message
will be sent to…” area, it just says:

(Check boxes to disable notifications to the listed recipients)

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

When I hit the ‘Update Ticket’ button, no reply is sent, there is no
’Outgoing email recorded’ from RT_System in the ticket history, and
my debug log shows the output at the bottom of this mail.

The ticket I’m testing with (although this happens to any ticket I’ve
tried with) has just an owner and request set, no watchers are
configured.

I’ve been digging through the wiki and list archives but haven’t
found anything relevant. There was one message from a Chris Hall a
few days ago indicating that he had the same problem and it was
solved by installing Scalar-List-Utils manually. CPAN tells me that
module is installed properly and manually installing it hasn’t helped.

RT can send email when a new ticket is created, it is just when
trying to reply to a ticket that it doesn’t send anything.

Anyone have any ideas or suggestions? Thanks.

debug log output:

[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/RT/
Scrips_Overlay.pm:356)
[Mon Feb 6 19:49:22 2006] [debug]: About to commit scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com #7/125 - Scrip 5 (/
opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com No recipients found.
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com #7/125 - Scrip 6 (/
opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com No recipients found.
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com #7/125 - Scrip 7 (/
opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com No recipients found.
Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/RT/
Scrips_Overlay.pm:356)

are you commenting or replyingOn Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:

I’m trying to complete an installation of RT 3.4.5 on Fedora Core
4. Everything appears to be working, except for replying to
tickets. When I try to reply, no recipients are listed in the “This
message will be sent to…” area, it just says:

(Check boxes to disable notifications to the listed recipients)

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

When I hit the ‘Update Ticket’ button, no reply is sent, there is
no ‘Outgoing email recorded’ from RT_System in the ticket history,
and my debug log shows the output at the bottom of this mail.

The ticket I’m testing with (although this happens to any ticket
I’ve tried with) has just an owner and request set, no watchers are
configured.

I’ve been digging through the wiki and list archives but haven’t
found anything relevant. There was one message from a Chris Hall a
few days ago indicating that he had the same problem and it was
solved by installing Scalar-List-Utils manually. CPAN tells me that
module is installed properly and manually installing it hasn’t helped.

RT can send email when a new ticket is created, it is just when
trying to reply to a ticket that it doesn’t send anything.

Anyone have any ideas or suggestions? Thanks.

debug log output:

[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/RT/
Scrips_Overlay.pm:356)
[Mon Feb 6 19:49:22 2006] [debug]: About to commit scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com #7/125 - Scrip 5
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com #7/125 - Scrip 6
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com #7/125 - Scrip 7
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/RT/
Scrips_Overlay.pm:356)


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Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media
at http://rtbook.bestpractical.com

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training.html

Replying, and the ‘Update Type’ drop-box has 'Reply to requestors’
selected as well.On Feb 6, 2006, at 4:33 PM, Chaim Rieger wrote:

are you commenting or replying

On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:

I’m trying to complete an installation of RT 3.4.5 on Fedora Core
4. Everything appears to be working, except for replying to
tickets. When I try to reply, no recipients are listed in the
"This message will be sent to…" area, it just says:

(Check boxes to disable notifications to the listed recipients)

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

When I hit the ‘Update Ticket’ button, no reply is sent, there is
no ‘Outgoing email recorded’ from RT_System in the ticket history,
and my debug log shows the output at the bottom of this mail.

The ticket I’m testing with (although this happens to any ticket
I’ve tried with) has just an owner and request set, no watchers
are configured.

I’ve been digging through the wiki and list archives but haven’t
found anything relevant. There was one message from a Chris Hall a
few days ago indicating that he had the same problem and it was
solved by installing Scalar-List-Utils manually. CPAN tells me
that module is installed properly and manually installing it
hasn’t helped.

RT can send email when a new ticket is created, it is just when
trying to reply to a ticket that it doesn’t send anything.

Anyone have any ideas or suggestions? Thanks.

debug log output:

[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips
for transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/
RT/Scrips_Overlay.pm:356)
[Mon Feb 6 19:49:22 2006] [debug]: About to commit scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com #7/125 - Scrip 5
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com #7/125 - Scrip 6
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com #7/125 - Scrip 7
(/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips
for transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/
RT/Scrips_Overlay.pm:356)


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly
Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/
training.html

Wes,

If you re-named a Queue or changed any part of the Queue name, then 

the e_mail address will not match and nothing sent. Also, how have you
set up rights for “roles”. Do you have SeeOutgoingMail as a right for
your requestor, owner, everyone, what?

Kenn

Wesley Griffin wrote:

For posterity in the archives, RT is smart enough to remove the
address of the person replying in the WebUI. So my ‘problem’ was that
I was testing the system with a single account, so I was the
requestor, owner, and replier all at the same time. RT realized that
I didn’t need an email to myself, so it didn’t send one. Creating a
second testing user with a different email address ‘solved’ my problem.On Feb 6, 2006, at 6:40 PM, Ken Crocker wrote:

Wes,

If you re-named a Queue or changed any part of the Queue name,
then the e_mail address will not match and nothing sent. Also, how
have you set up rights for “roles”. Do you have SeeOutgoingMail as
a right for your requestor, owner, everyone, what?

Kenn

Wesley Griffin wrote:

Replying, and the ‘Update Type’ drop-box has ‘Reply to
requestors’ selected as well.

On Feb 6, 2006, at 4:33 PM, Chaim Rieger wrote:

are you commenting or replying

On Feb 6, 2006, at 12:36 PM, Wesley Griffin wrote:

I’m trying to complete an installation of RT 3.4.5 on Fedora
Core 4. Everything appears to be working, except for replying
to tickets. When I try to reply, no recipients are listed in
the “This message will be sent to…” area, it just says:

(Check boxes to disable notifications to the listed recipients)

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template
Correspondence

On Correspond Notify Other Recipients with template Correspondence

When I hit the ‘Update Ticket’ button, no reply is sent, there
is no ‘Outgoing email recorded’ from RT_System in the ticket
history, and my debug log shows the output at the bottom of
this mail.

The ticket I’m testing with (although this happens to any
ticket I’ve tried with) has just an owner and request set, no
watchers are configured.

I’ve been digging through the wiki and list archives but
haven’t found anything relevant. There was one message from a
Chris Hall a few days ago indicating that he had the same
problem and it was solved by installing Scalar-List-Utils
manually. CPAN tells me that module is installed properly and
manually installing it hasn’t helped.

RT can send email when a new ticket is created, it is just
when trying to reply to a ticket that it doesn’t send anything.

Anyone have any ideas or suggestions? Thanks.

debug log output:

[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips
for transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/
lib/ RT/Scrips_Overlay.pm:356)
[Mon Feb 6 19:49:22 2006] [debug]: About to commit scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com #7/125 - Scrip
5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com #7/125 - Scrip
6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com #7/125 - Scrip
7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips
for transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/
lib/ RT/Scrips_Overlay.pm:356)


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly
Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam,
Boston and
San Francisco - Find out more at http://bestpractical.com/
services/ training.html


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly
Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at http://bestpractical.com/services/
training.html

Check the $NotifyActor variable in RT_SiteConfig.pm too. For future
reference.

Wesley Griffin wrote:

For posterity in the archives, RT is smart enough to remove the
address of the person replying in the WebUI. So my ‘problem’ was that
I was testing the system with a single account, so I was the
requestor, owner, and replier all at the same time. RT realized that I
didn’t need an email to myself, so it didn’t send one. Creating a
second testing user with a different email address ‘solved’ my problem.

Wes,

If you re-named a Queue or changed any part of the Queue name,
then the e_mail address will not match and nothing sent. Also, how
have you set up rights for “roles”. Do you have SeeOutgoingMail as a
right for your requestor, owner, everyone, what?

Kenn

Wesley Griffin wrote:

Replying, and the ‘Update Type’ drop-box has 'Reply to requestors’
selected as well.

are you commenting or replying

I’m trying to complete an installation of RT 3.4.5 on Fedora Core
4. Everything appears to be working, except for replying to
tickets. When I try to reply, no recipients are listed in the
"This message will be sent to…" area, it just says:

(Check boxes to disable notifications to the listed recipients)

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

When I hit the ‘Update Ticket’ button, no reply is sent, there is
no ‘Outgoing email recorded’ from RT_System in the ticket
history, and my debug log shows the output at the bottom of this
mail.

The ticket I’m testing with (although this happens to any ticket
I’ve tried with) has just an owner and request set, no watchers
are configured.

I’ve been digging through the wiki and list archives but haven’t
found anything relevant. There was one message from a Chris Hall
a few days ago indicating that he had the same problem and it
was solved by installing Scalar-List-Utils manually. CPAN tells
me that module is installed properly and manually installing it
hasn’t helped.

RT can send email when a new ticket is created, it is just when
trying to reply to a ticket that it doesn’t send anything.

Anyone have any ideas or suggestions? Thanks.

debug log output:

[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips
for transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 5 scrips (/opt/rt3/lib/
RT/Scrips_Overlay.pm:356)
[Mon Feb 6 19:49:22 2006] [debug]: About to commit scrips for
transaction #125 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com #7/125 - Scrip
5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-5-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com #7/125 - Scrip
6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-6-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com #7/125 - Scrip
7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237)
[Mon Feb 6 19:49:22 2006] [info]:
rt-3.4.5-2445-1139255362-1674.7-7-0@sparta.com No recipients
found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:249)
[Mon Feb 6 19:49:22 2006] [debug]: About to think about scrips
for transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156)
[Mon Feb 6 19:49:22 2006] [debug]: About to prepare scrips for
transaction #126 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160)
[Mon Feb 6 19:49:22 2006] [debug]: Found 2 scrips (/opt/rt3/lib/
RT/Scrips_Overlay.pm:356)


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly
Media at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/ training.html


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media
at http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Download a free sample chapter of RT Essentials from O’Reilly Media at
http://rtbook.bestpractical.com

WE’RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and
San Francisco - Find out more at
http://bestpractical.com/services/training.html

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati