No reply mail for the ticker requestor

Hi.

I got a problem with a newly installed rt-2.0.15. If somebody (ticket
owner) responds to a ticket, there is no reply message for the
requestor. The auto response for a new ticket is working fine.

I’ve checked the following things:

[x] I used to different person/e-mail adresses.
[x] /var/log/maillog shows no(!) sign of an outgoing mail.

Then I modified the code in ‘/rt2/lib/RT/Action/SendEmail.pm’. At the
beginning of the routine ‘Commit’ I dumped via
"Dumper($self->TemplateObj->MIMEObj->head);" to a logfile. Here’s the
result:

$VAR1 = bless( {
‘mail_hdr_list’ => [
‘Subject: [company.net #89] test’,
‘From: “Erik Wasser via RT” help-unix@company.net’,
‘Reply-To: help-unix@company.net’,
‘In-Reply-To: rt-89@company.net’,
‘Message-ID: rt-89-338.7.08217661043825@company.net’,
‘Precedence: bulk’,
‘X-RT-Loop-Prevention: company.net’,
‘RT-Ticket: company.net #89’,
‘Managed-by: RT 2.0.15 (http://bestpractical.com/rt/)’,
‘RT-Originator: fuzz@company.net
],
[…useless MIME::Head stuff…]
}, ‘MIME::Head’ );

You see, there is no “To”, “Cc” or “Bcc” field. Is that okay? This is
the reason why RT2 is sending no mail, but why is there no “To” field?

Ideas? Comment? B-)

Thanks for your help.

So long… Erik Wasser

Erik Wasser wrote:

I got a problem with a newly installed rt-2.0.15. If somebody (ticket
owner) responds to a ticket, there is no reply message for the
requestor. The auto response for a new ticket is working fine.

I’ve checked the following things:

[x] I used to different person/e-mail adresses.
[x] /var/log/maillog shows no(!) sign of an outgoing mail.

[ ] You have a suitable OnCorrespond scrip to send such email

�|� http://www.bestpractical.com/rt – Trouble Ticketing. Free.