OnCreate not sending mail

After a few days of playing with it, I’m just about ready to make the move
from RT1 to RT2. My one last problem is that new tickets are not
generating any email. Changes, resolutions, etc. do, so mail itself is
working fine. I have the following scrips set up:

OnCreate NotifyRequestors with template Autoreply
OnCreate NotifyAllWatchers with template Correspondence

I have people set up as AdminCC’s and regular watchers, and nobody
receives mail when tickets are created. The maillog (this is sendmail)
shows no attempts to send mail. The users in question have the perms to
Watch and WatchAsAdminCc.

Platform is FreeBSD, MTA is sendmail. I’m using version 2.0.8-02.

Logs show the following:

now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x87bca34): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
Ticket 23 created in queue ‘CSR2’.

Can anybody think of something I may be missing?

Thanks,

Dan Debertin
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss@bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7 CAE4 BEF4 0A5C 300D 2387

  1. Since the sender of a message is never Cced on their own messages
    with ‘Notify’ Actions, use “OnCreate” “AutoReplyToRequestor”

  2. Granting people “Watch” or “WatchAsAdminCc” merely gives them permission
    to watch the queue or tickets within it. it does not make them watchers.
    You need to add them as Ccs or AdminCcs of the queue explicitlyOn Fri, Nov 02, 2001 at 10:41:29AM -0600, Dan Debertin wrote:

After a few days of playing with it, I’m just about ready to make the move
from RT1 to RT2. My one last problem is that new tickets are not
generating any email. Changes, resolutions, etc. do, so mail itself is
working fine. I have the following scrips set up:

OnCreate NotifyRequestors with template Autoreply
OnCreate NotifyAllWatchers with template Correspondence

I have people set up as AdminCC’s and regular watchers, and nobody
receives mail when tickets are created. The maillog (this is sendmail)
shows no attempts to send mail. The users in question have the perms to
Watch and WatchAsAdminCc.

Platform is FreeBSD, MTA is sendmail. I’m using version 2.0.8-02.

Logs show the following:

now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x87bca34): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
Ticket 23 created in queue ‘CSR2’.

Can anybody think of something I may be missing?

Thanks,

Dan Debertin

++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss@bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7 CAE4 BEF4 0A5C 300D 2387


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  1. Since the sender of a message is never Cced on their own messages
    with ‘Notify’ Actions, use “OnCreate” “AutoReplyToRequestor”

Ah, okay. I did this. See below.

  1. Granting people “Watch” or “WatchAsAdminCc” merely gives them permission
    to watch the queue or tickets within it. it does not make them watchers.
    You need to add them as Ccs or AdminCcs of the queue explicitly

Yes. Those who have the Watch rights are also set up as Ccs or AdminCcs.

Anyway, I’m still not getting mail, but we appear to be closer. I now
have:

OnCreate NotifyAllWatchers with template Correspondence
OnCreate NotifyRequestors with template Autoreply

Myself and another person are set up as Watchers and AdminCc:'s for the
queue. If I send a message into the queue, it opens up a ticket, but no
mail is sent to either myself (the requestor), or any watchers (myself and
the other person). Here’s what’s in the log now:

now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x8828818): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
Ticket 25 created in queue ‘CSR2’.

I know it’s something obvious. RT2 is a whole new world compared to RT1,
and the doco appears to be half-done. Apologies in advance.

Dan Debertin
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss@bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7 CAE4 BEF4 0A5C 300D 2387

[ replying to myself… ]

  1. Since the sender of a message is never Cced on their own messages
    with ‘Notify’ Actions, use “OnCreate” “AutoReplyToRequestor”

Ah, okay. I did this. See below.

and ‘below’ shows that I didn’t :). Okay, here’s the RT log with the
following added scrip. Still no joy.

OnCreate AutoReplyToRequestors with template Autoreply

RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyAllWatchers
RT::Transaction=HASH(0x8774fa8): Committed NotifyAllWatchers
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Autoreply
RT::Transaction=HASH(0x8774fa8): Prepared AutoreplyToRequestors
Use of uninitialized value at /usr/local/rt2/lib/RT/Action/SendEmail.pm
line 84, chunk 18.
Use of uninitialized value at /usr/local/rt2/lib/RT/Action/SendEmail.pm
line 86, chunk 18.
Use of uninitialized value at /usr/local/rt2/lib/RT/Action/SendEmail.pm
line 106, chunk 18.
RT::Transaction=HASH(0x8774fa8): Committed AutoreplyToRequestors
now requiring RT::Condition::AnyTransaction
RT::Transaction=HASH(0x8774fa8): Checking condition OnCreate…
RT::Transaction=HASH(0x8774fa8): Matches condition OnCreate…
now requiring RT::Action::Notify
RT::Transaction=HASH(0x8774fa8): Prepared NotifyRequestors
RT::Action::Notify=HASH(0x8848604): No recipients found. Not sending.
RT::Transaction=HASH(0x8774fa8): Committed NotifyRequestors
Ticket 26 created in queue ‘CSR2’.

Dan Debertin
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss@bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7 CAE4 BEF4 0A5C 300D 2387

[ Replying once again to my own mail… ]

Just want to let people know that this turned out to be operator error. I
skimmed over this comment in config.pm:

If you picked ‘sendmailpipe’, you MUST add a -t flag to $SendmailArguments

Stupid me. Sorry for the noise.

Dan Debertin
++ Dan Debertin
++ Senior Systems Administrator
++ Bitstream Underground, LLC
++ airboss@bitstream.net
++ (612)321-9290 x108
++ GPG Fingerprint: 0BC5 F4D6 649F D0C8 D1A7 CAE4 BEF4 0A5C 300D 2387