No To: Field being generated

For some reason messages/tickets sent by RT have no To: Fields, only

sub To {
my $self = shift;
return ($self->_AddressesFromHeader(‘To’));
}

it makes me think the To: field in the head object was not
extracted/populated. Am I on the right track or just idling aimlessly?

Mauricio,

Without logs and additional info we can not help you.On Tue, May 11, 2010 at 6:25 PM, Mauricio Tavares raubvogel@gmail.com wrote:

For some reason messages/tickets sent by RT have no To: Fields, only
Reply-To:. Why would it be doing that? Looking into SendEmail.pm,

sub To {
my $self = shift;
return ($self->_AddressesFromHeader(‘To’));
}

it makes me think the To: field in the head object was not
extracted/populated. Am I on the right track or just idling aimlessly?

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

Mauricio,

Without logs and additional info we can not help you.

 Sorry for that. I sent a test email,From: Mauricio Tavares <raubvogel@gmail.com>

To: support@domain.com
Date: Wed, May 12, 2010 at 3:28 PM
Subject: A Test

Here is the output of the RT log file for that ticket:

[Wed May 12 19:28:41 2010] [debug]: Converting ‘ISO-8859-1’ to ‘utf-8’
for text/plain - A Test
(/usr/share/request-tracker3.6/lib/RT/I18N.pm:240)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21919
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21920
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21921
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21922
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to think about scrips for
transaction #21923
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:41 2010] [debug]: About to prepare scrips for
transaction #21923
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:171)
[Wed May 12 19:28:41 2010] [debug]: Found 5 scrips
(/usr/share/request-tracker3.6/lib/RT/Scrips_Overlay.pm:365)
[Wed May 12 19:28:42 2010] [debug]: About to commit scrips for
transaction #21923
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:180)
[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692521-949.1186-3-0@domain.com #1186/21923 -
Scrip 3 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692521-949.1186-3-0@domain.com sent To:
raubvogel@gmail.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Wed May 12 19:28:42 2010] [debug]: About to think about scrips for
transaction #21924
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692522-49.1186-4-0@domain.com #1186/21923 - Scrip
4 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692522-49.1186-4-0@domain.com sent Bcc:
banana2@domain.com, banana1@domain.com, banana3@domain.com,
banana4@domain.com, banana5@domain.com
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:297)
[Wed May 12 19:28:42 2010] [debug]: About to think about scrips for
transaction #21925
(/usr/share/request-tracker3.6/lib/RT/Transaction_Overlay.pm:167)
[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692522-1233.1186-16-0@domain.com #1186/21923 -
Scrip 16 Notify Cc when ticket is created
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:266)
[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692522-1233.1186-16-0@domain.com No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)
[Wed May 12 19:28:42 2010] [info]: Ticket 1186 created in queue
’Support’ by raubvogel@gmail.com
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:756)

I believe the line that is telling me the To: field is not being populated is

[Wed May 12 19:28:42 2010] [info]:
rt-3.6.7-23269-1273692522-1233.1186-16-0@domain.com No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:278)

Does this help any?

Hello,

I believe you should become more familiar with NotifyActor option.On Sat, May 15, 2010 at 1:34 AM, Mauricio Tavares raubvogel@gmail.com wrote:

On Tue, May 11, 2010 at 3:21 PM, Ruslan Zakirov ruz@bestpractical.com wrote:

Mauricio,

Without logs and additional info we can not help you.

Sorry for that. I sent a test email,

Best regards, Ruslan.

Hello,

I believe you should become more familiar with NotifyActor option.

  I apologize but I am still confused. From what I read

http://wiki.bestpractical.com/view/EmailInterface, I thought
NotifyActor was just there to select whether the person who replied to
the ticket gets a copy of this reply or not. Here is my test email,
which I sent from my gmail account, after being passed through RT:Subject: [domain support #1186] A Test
From: “Mauricio Tavares” raubvogel@gmail.com
Date: Wed, 12 May 2010 15:28:42 -0400
Return-Path: raubvogel@gmail.com
Delivered-To: mauricio@domain.com
Reply-To: support@domain.com
In-Reply-To: AANLkTiksnE66lAyxlkCIh3G6i0A2wDBCIMpGWyaAgVI_@mail.gmail.com
References: RT-Ticket-1186@domain.com
AANLkTiksnE66lAyxlkCIh3G6i0A2wDBCIMpGWyaAgVI_@mail.gmail.com
Message-ID: rt-3.6.7-23269-1273692522-49.1186-4-0@domain.com
Precedence: bulk
X-RT-Loop-Prevention: domain support
RT-Ticket: domain support #1186
Managed-by: RT 3.6.7 (http://www.bestpractical.com/rt/)
RT-Originator: support@domain.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8

The System is Down

Now, mauricio@domain.com is a member of the support group, so it
should receive this email. But, as you can see from above, there is no
To: field.

Mauricio,

Without logs and additional info we can not help you.

Sorry for that. I sent a test email,


Best regards, Ruslan.

On Tue, 18 May 2010 16:58:18 -0400, "Mauricio Tavares"
raubvogel@gmail.com said:

Now, mauricio@domain.com is a member of the support group, so it
should receive this email. But, as you can see from above, there is no
To: field.

If mauricio@domain.com is set up as an AdminCC watcher on the queue,
then I believe they will be bcc’ed in an email separate from what is
sent to Requestors, so the email they get will not have a To: field set.