Outbound mail "problem" (or misunderstanding?)

RT Users
1

Hi everyone,

I’m playing with our rather vanilla installation of RT in which we’re
supposed to have, at least for the moment, one general queue from which
tickets will be moved into two other real queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour
which I can’t totally explain and was wondering if anyone could help
figuring out.

When I create a ticket from the web interface, an e-mail is correctly
sent to the requestor.
My possibly wrong understanding is that any following “Reply” to the
ticket also generates a mail. However, this does not get delivered.

I’m a bit puzzled as if RT manages to send the first one I assume the
configuration of the e-mail is correct. rt.log shows this sequence (edited):

[Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of
ticket #7 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xc6ff3cc), id 190
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
In-Reply-To: rt-3.8.7-10240-1291041857-1530.7-5-0@example.com
References: RT-Ticket-7@example.com
rt-3.8.7-10240-1291041857-1530.7-5-0@example.com
Message-ID: rt-3.8.7-10240-1291043608-791.7-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #7
Managed-by: RT 3.8.7 (Request Tracker — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from
[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text

And again, multiple times. I assume it’s because 6 scrips match.
However, none of these is ever delivered. A series of error about gpg
follows (which I assume it’s not required for the system to work, as it
manages to send the first e-mail without complaining).

I haven’t configured the scrips myself, they seemed to be part of the
“standard” install and I had assumed they are needed for the system to
work… maybe I’m wrong about this.

Any hint about this?

  • Scrips: is there any way to deactivate them? Are they required?
  • E-mail: what else should I check?

Thanks,
Giuseppe

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

2

Giuseppe,

Most likely, you do not have a notification scrip for “On Correspond”. I
believe the book has several good examples on how to build a simple scrip
like that. Anyway, check your Global/Queue notification scrip sand see if
that’s the case. Hope this helps.

Kenn
LBNLOn Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

Hi everyone,

I’m playing with our rather vanilla installation of RT in which we’re
supposed to have, at least for the moment, one general queue from which
tickets will be moved into two other real queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour
which I can’t totally explain and was wondering if anyone could help
figuring out.

When I create a ticket from the web interface, an e-mail is correctly sent
to the requestor.
My possibly wrong understanding is that any following “Reply” to the ticket
also generates a mail. However, this does not get delivered.

I’m a bit puzzled as if RT manages to send the first one I assume the
configuration of the e-mail is correct. rt.log shows this sequence (edited):

[Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for transaction
#189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for transaction
#190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for transaction
#190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of
ticket #7 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xc6ff3cc), id 190
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
From: “Giuseppe Sollazzo via RT” our_rt_address@sgul.ac.ukour_rt_address@sgul.ac.uk
Reply-To: our_rt_address@sgul.ac.uk
In-Reply-To: rt-3.8.7-10240-1291041857-1530.7-5-0@example.comrt-3.8.7-10240-1291041857-1530.7-5-0@example.com
References: RT-Ticket-7@example.com RT-Ticket-7@example.com
rt-3.8.7-10240-1291041857-1530.7-5-0@example.comrt-3.8.7-10240-1291041857-1530.7-5-0@example.com
Message-ID: rt-3.8.7-10240-1291043608-791.7-5-0@example.comrt-3.8.7-10240-1291043608-791.7-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #7
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from To:
line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text

And again, multiple times. I assume it’s because 6 scrips match. However,
none of these is ever delivered. A series of error about gpg follows (which
I assume it’s not required for the system to work, as it manages to send the
first e-mail without complaining).

I haven’t configured the scrips myself, they seemed to be part of the
“standard” install and I had assumed they are needed for the system to
work… maybe I’m wrong about this.

Any hint about this?

  • Scrips: is there any way to deactivate them? Are they required?
  • E-mail: what else should I check?

Thanks,
Giuseppe

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

3

Giuseppe,

Most likely, you do not have a notification scrip for “On Correspond”.
I believe the book has several good examples on how to build a simple
scrip like that. Anyway, check your Global/Queue notification scrip
sand see if that’s the case. Hope this helps.

Kenn
LBNL

Hi Kenneth… that’s actually my doubt.
I mean, in my configuration I see 11 scrips. Are they all “active”? It’s
not clear to me if you can have “disabled” and “enabled” scrips.

For example, one of them is:
6 http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0 On
Correspond Notify Requestors and Ccs
</Admin/Global/Scrip.html?id=6&Queue=0> TransactionCreate On
Correspond Notify Requestors and Ccs Correspondence

Which I had assumed was the one you mention.
I have correctly(?) set up Set($UseTransactionBatch,1);

Found 6 scrips for TransactionCreate stage with applicable type(s)
Correspond (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for
transaction #212 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn #212 of
ticket #10 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)

But I get a “recipients not found” or “recipients are” and a null string…
Moreover, in the bottom bit of the reply, the "

Messages about this ticket will not be sent to...

/(Check boxes to enable notifications to the listed recipients)/ "

part is actually empty.

Any hint?

Thanks everyone,
Giuseppe> On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk mailto:gsollazz@sgul.ac.uk> wrote:

Hi everyone,

I'm playing with our rather vanilla installation of RT in which
we're supposed to have, at least for the moment, one general queue
from which tickets will be moved into two other real queue
according to the department.

Trying to configure mail in and mail out, I happen to have a
behaviour which I can't totally explain and was wondering if
anyone could help figuring out.

When I create a ticket from the web interface, an e-mail is
correctly sent to the requestor.
My possibly wrong understanding is that any following "Reply" to
the ticket also generates a mail. However, this does not get
delivered.

I'm a bit puzzled as if RT manages to send the first one I assume
the configuration of the e-mail is correct. rt.log shows this
sequence (edited):

[Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips
for transaction #189
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for
transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips
for transaction #190
(/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for
transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn
#190 of ticket #7 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests
for transaction RT::Transaction=HASH(0xc6ff3cc), id 190
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To;
recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
From: "Giuseppe Sollazzo via RT" <our_rt_address@sgul.ac.uk>
<mailto:our_rt_address@sgul.ac.uk>
Reply-To: our_rt_address@sgul.ac.uk <http://sgul.ac.uk>
In-Reply-To: <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
<mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
References: <RT-Ticket-7@example.com>
<mailto:RT-Ticket-7@example.com>
<rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
<mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
Message-ID: <rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
<mailto:rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #7
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients
for attribute creation
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc;
recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text


And again, multiple times. I assume it's because 6 scrips match.
However, none of these is ever delivered. A series of error about
gpg follows (which I assume it's not required for the system to
work, as it manages to send the first e-mail without complaining).

I haven't configured the scrips myself, they seemed to be part of
the "standard" install and I had assumed they are needed for the
system to work... maybe I'm wrong about this.

Any hint about this?
- Scrips: is there any way to deactivate them? Are they required?
- E-mail: what else should I check?

Thanks,
Giuseppe

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

4

Giuseppe,

Exactly who is NOT getting a notification on Correspondence? Compare their
role with the recipients. If they are not listed as a “Cc” Watcher (for
example) on either the Queue or the Ticket, then they will not get a
notification as a “Cc”, etc.

Kenn
LBNLOn Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

On 29/11/10 17:48, Kenneth Crocker wrote:

Giuseppe,

Most likely, you do not have a notification scrip for “On Correspond”. I
believe the book has several good examples on how to build a simple scrip
like that. Anyway, check your Global/Queue notification scrip sand see if
that’s the case. Hope this helps.

Kenn
LBNL

Hi Kenneth… that’s actually my doubt.
I mean, in my configuration I see 11 scrips. Are they all “active”? It’s
not clear to me if you can have “disabled” and “enabled” scrips.

For example, one of them is:
6 http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0 On
Correspond Notify Requestors and Ccshttp://Admin/Global/Scrip.html?id=6&Queue=0
TransactionCreate On Correspond Notify Requestors and Ccs Correspondence

Which I had assumed was the one you mention.
I have correctly(?) set up Set($UseTransactionBatch,1);

Found 6 scrips for TransactionCreate stage with applicable type(s)
Correspond (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for transaction
#212 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn #212 of
ticket #10 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)

But I get a “recipients not found” or “recipients are” and a null string…
Moreover, in the bottom bit of the reply, the "
Messages about this ticket will not be sent to… (Check boxes to enable
notifications to the listed recipients) "

part is actually empty.

Any hint?

Thanks everyone,
Giuseppe

On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

Hi everyone,

I’m playing with our rather vanilla installation of RT in which we’re
supposed to have, at least for the moment, one general queue from which
tickets will be moved into two other real queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour
which I can’t totally explain and was wondering if anyone could help
figuring out.

When I create a ticket from the web interface, an e-mail is correctly sent
to the requestor.
My possibly wrong understanding is that any following “Reply” to the
ticket also generates a mail. However, this does not get delivered.

I’m a bit puzzled as if RT manages to send the first one I assume the
configuration of the e-mail is correct. rt.log shows this sequence (edited):

[Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for transaction
#190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of
ticket #7 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xc6ff3cc), id 190
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
From: “Giuseppe Sollazzo via RT” our_rt_address@sgul.ac.ukour_rt_address@sgul.ac.uk
Reply-To: our_rt_address@sgul.ac.uk
In-Reply-To: rt-3.8.7-10240-1291041857-1530.7-5-0@example.comrt-3.8.7-10240-1291041857-1530.7-5-0@example.com
References: RT-Ticket-7@example.com RT-Ticket-7@example.com
rt-3.8.7-10240-1291041857-1530.7-5-0@example.comrt-3.8.7-10240-1291041857-1530.7-5-0@example.com
Message-ID: rt-3.8.7-10240-1291043608-791.7-5-0@example.comrt-3.8.7-10240-1291043608-791.7-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #7
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from To:
line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text

And again, multiple times. I assume it’s because 6 scrips match. However,
none of these is ever delivered. A series of error about gpg follows (which
I assume it’s not required for the system to work, as it manages to send the
first e-mail without complaining).

I haven’t configured the scrips myself, they seemed to be part of the
“standard” install and I had assumed they are needed for the system to
work… maybe I’m wrong about this.

Any hint about this?

  • Scrips: is there any way to deactivate them? Are they required?
  • E-mail: what else should I check?

Thanks,
Giuseppe

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

5

Hi Kenneth,
it’s actually the requestor.

But if I set up a Cc (a one-time Cc) the same thing happens.

GiuseppeOn 30/11/10 17:00, Kenneth Crocker wrote:

Giuseppe,

Exactly who is NOT getting a notification on Correspondence? Compare
their role with the recipients. If they are not listed as a “Cc”
Watcher (for example) on either the Queue or the Ticket, then they
will not get a notification as a “Cc”, etc.

Kenn
LBNL

On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk mailto:gsollazz@sgul.ac.uk> wrote:

On 29/11/10 17:48, Kenneth Crocker wrote:

Giuseppe,

Most likely, you do not have a notification scrip for "On
Correspond". I believe the book has several good examples on how
to build a simple scrip like that. Anyway, check your
Global/Queue notification scrip sand see if that's the case. Hope
this helps.

Kenn
LBNL

Hi Kenneth... that's actually my doubt.
I mean, in my configuration I see 11 scrips. Are they all
"active"? It's not clear to me if you can have "disabled" and
"enabled" scrips.

For example, one of them is:
6 <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0> 	On
Correspond Notify Requestors and Ccs
<http://Admin/Global/Scrip.html?id=6&Queue=0> 	TransactionCreate
On Correspond 	Notify Requestors and Ccs 	Correspondence



Which I had assumed was the one you mention.
I have correctly(?) set up Set($UseTransactionBatch,1);


Found 6 scrips for TransactionCreate stage with applicable type(s)
Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for
transaction #212 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn
#212 of ticket #10 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests
for transaction RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)

But I get a "recipients not found" or "recipients are" and a null
string..
Moreover, in the bottom bit of the reply, the "


    Messages about this ticket will not be sent to...

/(Check boxes to enable notifications to the listed recipients)/ "

part is actually empty.

Any hint?

Thanks everyone,
Giuseppe

On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>> wrote:

    Hi everyone,

    I'm playing with our rather vanilla installation of RT in
    which we're supposed to have, at least for the moment, one
    general queue from which tickets will be moved into two other
    real queue according to the department.

    Trying to configure mail in and mail out, I happen to have a
    behaviour which I can't totally explain and was wondering if
    anyone could help figuring out.

    When I create a ticket from the web interface, an e-mail is
    correctly sent to the requestor.
    My possibly wrong understanding is that any following "Reply"
    to the ticket also generates a mail. However, this does not
    get delivered.

    I'm a bit puzzled as if RT manages to send the first one I
    assume the configuration of the e-mail is correct. rt.log
    shows this sequence (edited):

    [Mon Nov 29 15:13:14 2010] [debug]: About to think about
    scrips for transaction #189
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
    [Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips
    for transaction #189
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
    [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
    TransactionCreate stage with applicable type(s) Correspond
    (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
    [Mon Nov 29 15:13:28 2010] [debug]: About to think about
    scrips for transaction #190
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
    [Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips
    for transaction #190
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
    [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
    TransactionCreate stage with applicable type(s) Correspond
    (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
    [Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips
    for transaction #190
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
    [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on
    txn #190 of ticket #7
    (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
    [Mon Nov 29 15:13:28 2010] [debug]: Calling
    SetRecipientDigests for transaction
    RT::Transaction=HASH(0xc6ff3cc), id 190
    (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
    [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To;
    recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
    [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
    From: "Giuseppe Sollazzo via RT" <our_rt_address@sgul.ac.uk>
    <mailto:our_rt_address@sgul.ac.uk>
    Reply-To: our_rt_address@sgul.ac.uk <http://sgul.ac.uk>
    In-Reply-To:
    <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
    <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
    References: <RT-Ticket-7@example.com>
    <mailto:RT-Ticket-7@example.com>
    <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
    <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
    Message-ID: <rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
    <mailto:rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
    Precedence: bulk
    X-RT-Loop-Prevention: SGUL
    RT-Ticket: SGUL #7
    Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
    RT-Originator: gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>
    MIME-Version: 1.0
    Content-Transfer-Encoding: 8bit
    Content-Type: text/plain; charset="utf-8"
    X-RT-Original-Encoding: utf-8
    (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)
    [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred
    recipients from To: line
    (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
    [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred
    recipients for attribute creation
    (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
    [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc;
    recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
    [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text


    And again, multiple times. I assume it's because 6 scrips
    match. However, none of these is ever delivered. A series of
    error about gpg follows (which I assume it's not required for
    the system to work, as it manages to send the first e-mail
    without complaining).

    I haven't configured the scrips myself, they seemed to be
    part of the "standard" install and I had assumed they are
    needed for the system to work... maybe I'm wrong about this.

    Any hint about this?
    - Scrips: is there any way to deactivate them? Are they required?
    - E-mail: what else should I check?

    Thanks,
    Giuseppe

    -- 
    ____________________________________

    Giuseppe Sollazzo
    Senior Systems Analyst
    Computing Services
    Information Services
    St. George's, University Of London
    Cranmer Terrace
    London SW17 0RE

    Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
    Direct Dial: +44 20 8725 5160
    Fax: +44 20 8725 3583

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

6

Giuseppe,

List for me the following information for each Notification scrip that uses
“On Correspond” as the condition:

Description:
Condition:
Action:
Template:
Stage:

Unless you have specific information in a template from Ticket/Custom Field
data being set by a scrip running in “TransactionBatch”, you really can have
them in stage “TransactionCreate”.

Kenn
LBNLOn Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

Hi Kenneth,
it’s actually the requestor.

But if I set up a Cc (a one-time Cc) the same thing happens.

Giuseppe

On 30/11/10 17:00, Kenneth Crocker wrote:

Giuseppe,

Exactly who is NOT getting a notification on Correspondence? Compare their
role with the recipients. If they are not listed as a “Cc” Watcher (for
example) on either the Queue or the Ticket, then they will not get a
notification as a “Cc”, etc.

Kenn
LBNL

On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

On 29/11/10 17:48, Kenneth Crocker wrote:

Giuseppe,

Most likely, you do not have a notification scrip for “On Correspond”. I
believe the book has several good examples on how to build a simple scrip
like that. Anyway, check your Global/Queue notification scrip sand see if
that’s the case. Hope this helps.

Kenn
LBNL

Hi Kenneth… that’s actually my doubt.
I mean, in my configuration I see 11 scrips. Are they all “active”? It’s
not clear to me if you can have “disabled” and “enabled” scrips.

For example, one of them is:
6 http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0 On
Correspond Notify Requestors and Ccshttp://Admin/Global/Scrip.html?id=6&Queue=0
TransactionCreate On Correspond Notify Requestors and Ccs Correspondence

Which I had assumed was the one you mention.
I have correctly(?) set up Set($UseTransactionBatch,1);

Found 6 scrips for TransactionCreate stage with applicable type(s)
Correspond (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for
transaction #212 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn #212 of
ticket #10 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc39118), id 212
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)

But I get a “recipients not found” or “recipients are” and a null string…

Moreover, in the bottom bit of the reply, the "
Messages about this ticket will not be sent to… (Check boxes to enable
notifications to the listed recipients) "

part is actually empty.

Any hint?

Thanks everyone,
Giuseppe

On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo gsollazz@sgul.ac.ukwrote:

Hi everyone,

I’m playing with our rather vanilla installation of RT in which we’re
supposed to have, at least for the moment, one general queue from which
tickets will be moved into two other real queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour
which I can’t totally explain and was wondering if anyone could help
figuring out.

When I create a ticket from the web interface, an e-mail is correctly
sent to the requestor.
My possibly wrong understanding is that any following “Reply” to the
ticket also generates a mail. However, this does not get delivered.

I’m a bit puzzled as if RT manages to send the first one I assume the
configuration of the e-mail is correct. rt.log shows this sequence (edited):

[Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for
transaction #189 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for
transaction #190 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of
ticket #7 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xc6ff3cc), id 190
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
From: “Giuseppe Sollazzo via RT” our_rt_address@sgul.ac.ukour_rt_address@sgul.ac.uk
Reply-To: our_rt_address@sgul.ac.uk
In-Reply-To: rt-3.8.7-10240-1291041857-1530.7-5-0@example.comrt-3.8.7-10240-1291041857-1530.7-5-0@example.com
References: RT-Ticket-7@example.com RT-Ticket-7@example.com
rt-3.8.7-10240-1291041857-1530.7-5-0@example.comrt-3.8.7-10240-1291041857-1530.7-5-0@example.com
Message-ID: rt-3.8.7-10240-1291043608-791.7-5-0@example.comrt-3.8.7-10240-1291043608-791.7-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #7
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from To:
line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text

And again, multiple times. I assume it’s because 6 scrips match. However,
none of these is ever delivered. A series of error about gpg follows (which
I assume it’s not required for the system to work, as it manages to send the
first e-mail without complaining).

I haven’t configured the scrips myself, they seemed to be part of the
“standard” install and I had assumed they are needed for the system to
work… maybe I’m wrong about this.

Any hint about this?

  • Scrips: is there any way to deactivate them? Are they required?
  • E-mail: what else should I check?

Thanks,
Giuseppe

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

7

Hi Kenneth,
thanks a lot for your help. These are the 4 scrips that use the “On
Correspond” condition"

“On Correspond Notify AdminCcs” TransactionCreate On
Correspond Notify AdminCcs Admin Correspondence
“On Correspond Notify Other Recipients” TransactionCreate On
Correspond Notify Other Recipients Correspondence
“On Correspond Notify Requestors and Ccs” TransactionCreate On
Correspond Notify Requestors and Ccs Correspondence
“On Correspond Open Tickets” TransactionCreate On
Correspond Open Tickets Blank

I would have assumed that the third script would create the reply?

GiuseppeOn 30/11/10 20:25, Kenneth Crocker wrote:

Giuseppe,

List for me the following information for each Notification scrip that
uses “On Correspond” as the condition:

Description:
Condition:
Action:
Template:
Stage:

Unless you have specific information in a template from Ticket/Custom
Field data being set by a scrip running in “TransactionBatch”, you
really can have them in stage “TransactionCreate”.

Kenn
LBNL

On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk mailto:gsollazz@sgul.ac.uk> wrote:

Hi Kenneth,
it's actually the requestor.

But if I set up a Cc (a one-time Cc) the same thing happens.

Giuseppe


On 30/11/10 17:00, Kenneth Crocker wrote:

Giuseppe,

Exactly who is NOT getting a notification on Correspondence?
Compare their role with the recipients. If they are not listed as
a "Cc" Watcher (for example) on either the Queue or the Ticket,
then they will not get a notification as a "Cc", etc.

Kenn
LBNL

On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>> wrote:

    On 29/11/10 17:48, Kenneth Crocker wrote:

    Giuseppe,

    Most likely, you do not have a notification scrip for "On
    Correspond". I believe the book has several good examples on
    how to build a simple scrip like that. Anyway, check your
    Global/Queue notification scrip sand see if that's the case.
    Hope this helps.

    Kenn
    LBNL

    Hi Kenneth... that's actually my doubt.
    I mean, in my configuration I see 11 scrips. Are they all
    "active"? It's not clear to me if you can have "disabled" and
    "enabled" scrips.

    For example, one of them is:
    6
    <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0>
    On Correspond Notify Requestors and Ccs
    <http://Admin/Global/Scrip.html?id=6&Queue=0>
    TransactionCreate 	On Correspond 	Notify Requestors and Ccs
    Correspondence



    Which I had assumed was the one you mention.
    I have correctly(?) set up Set($UseTransactionBatch,1);


    Found 6 scrips for TransactionCreate stage with applicable
    type(s) Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
    [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips
    for transaction #212
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
    [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on
    txn #212 of ticket #10
    (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
    [Tue Nov 30 16:02:55 2010] [debug]: Calling
    SetRecipientDigests for transaction
    RT::Transaction=HASH(0xbc39118), id 212
    (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
    [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
    recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)

    But I get a "recipients not found" or "recipients are" and a
    null string..
    Moreover, in the bottom bit of the reply, the "


        Messages about this ticket will not be sent to...

    /(Check boxes to enable notifications to the listed
    recipients)/ "

    part is actually empty.

    Any hint?

    Thanks everyone,
    Giuseppe

    On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>> wrote:

        Hi everyone,

        I'm playing with our rather vanilla installation of RT
        in which we're supposed to have, at least for the
        moment, one general queue from which tickets will be
        moved into two other real queue according to the department.

        Trying to configure mail in and mail out, I happen to
        have a behaviour which I can't totally explain and was
        wondering if anyone could help figuring out.

        When I create a ticket from the web interface, an e-mail
        is correctly sent to the requestor.
        My possibly wrong understanding is that any following
        "Reply" to the ticket also generates a mail. However,
        this does not get delivered.

        I'm a bit puzzled as if RT manages to send the first one
        I assume the configuration of the e-mail is correct.
        rt.log shows this sequence (edited):

        [Mon Nov 29 15:13:14 2010] [debug]: About to think about
        scrips for transaction #189
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
        [Mon Nov 29 15:13:14 2010] [debug]: About to prepare
        scrips for transaction #189
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
        [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for
        TransactionCreate stage with applicable type(s)
        Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
        [Mon Nov 29 15:13:28 2010] [debug]: About to think about
        scrips for transaction #190
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
        [Mon Nov 29 15:13:28 2010] [debug]: About to prepare
        scrips for transaction #190
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
        [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
        TransactionCreate stage with applicable type(s)
        Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
        [Mon Nov 29 15:13:28 2010] [debug]: About to commit
        scrips for transaction #190
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
        [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5
        on txn #190 of ticket #7
        (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
        [Mon Nov 29 15:13:28 2010] [debug]: Calling
        SetRecipientDigests for transaction
        RT::Transaction=HASH(0xc6ff3cc), id 190
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
        [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield
        To; recipients are 
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
        [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
        From: "Giuseppe Sollazzo via RT"
        <our_rt_address@sgul.ac.uk>
        <mailto:our_rt_address@sgul.ac.uk>
        Reply-To: our_rt_address@sgul.ac.uk <http://sgul.ac.uk>
        In-Reply-To:
        <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        References: <RT-Ticket-7@example.com>
        <mailto:RT-Ticket-7@example.com>
        <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        Message-ID:
        <rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
        <mailto:rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
        Precedence: bulk
        X-RT-Loop-Prevention: SGUL
        RT-Ticket: SGUL #7
        Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
        RT-Originator: gsollazz@sgul.ac.uk
        <mailto:gsollazz@sgul.ac.uk>
        MIME-Version: 1.0
        Content-Transfer-Encoding: 8bit
        Content-Type: text/plain; charset="utf-8"
        X-RT-Original-Encoding: utf-8
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)
        [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred
        recipients from To: line
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
        [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred
        recipients for attribute creation
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
        [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield
        Cc; recipients are 
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
        [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text


        And again, multiple times. I assume it's because 6
        scrips match. However, none of these is ever delivered.
        A series of error about gpg follows (which I assume it's
        not required for the system to work, as it manages to
        send the first e-mail without complaining).

        I haven't configured the scrips myself, they seemed to
        be part of the "standard" install and I had assumed they
        are needed for the system to work... maybe I'm wrong
        about this.

        Any hint about this?
        - Scrips: is there any way to deactivate them? Are they
        required?
        - E-mail: what else should I check?

        Thanks,
        Giuseppe

        -- 
        ____________________________________

        Giuseppe Sollazzo
        Senior Systems Analyst
        Computing Services
        Information Services
        St. George's, University Of London
        Cranmer Terrace
        London SW17 0RE

        Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
        Direct Dial: +44 20 8725 5160
        Fax: +44 20 8725 3583

    -- 
    ____________________________________

    Giuseppe Sollazzo
    Senior Systems Analyst
    Computing Services
    Information Services
    St. George's, University Of London
    Cranmer Terrace
    London SW17 0RE

    Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
    Direct Dial: +44 20 8725 5160
    Fax: +44 20 8725 3583

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

8

Just to add a little bit of info, the “Admin Correspondence” template
only did

"RT-Attach-Message: yes

<URL: {RT->Config->Get(‘WebURL’)}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}"

so I was not sure it e-mailed (it should). To be sure, I created a
template called “Reply” attached to the script that does as follows:
"Subject: Information about: {$Ticket->Subject} - ID {$Ticket->id()}

Greetings,

This message has been automatically generated in response to the status
update of a ticket regarding:
“{$Ticket->Subject()}”,
a summary of which appears below.

                     Thank you,
                     {$Ticket->QueueObj->CorrespondAddress()}

{$Transaction->Content()}"

but still no luck.

GiusepeOn 01/12/10 10:42, Giuseppe Sollazzo wrote:

Hi Kenneth,
thanks a lot for your help. These are the 4 scrips that use the “On
Correspond” condition"

“On Correspond Notify AdminCcs” TransactionCreate On
Correspond Notify AdminCcs Admin Correspondence
“On Correspond Notify Other Recipients” TransactionCreate On
Correspond Notify Other Recipients Correspondence
“On Correspond Notify Requestors and Ccs” TransactionCreate On
Correspond Notify Requestors and Ccs Correspondence
“On Correspond Open Tickets” TransactionCreate On
Correspond Open Tickets Blank

I would have assumed that the third script would create the reply?

Giuseppe

On 30/11/10 20:25, Kenneth Crocker wrote:

Giuseppe,

List for me the following information for each Notification scrip
that uses “On Correspond” as the condition:

Description:
Condition:
Action:
Template:
Stage:

Unless you have specific information in a template from Ticket/Custom
Field data being set by a scrip running in “TransactionBatch”, you
really can have them in stage “TransactionCreate”.

Kenn
LBNL

On Tue, Nov 30, 2010 at 9:04 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk mailto:gsollazz@sgul.ac.uk> wrote:

Hi Kenneth,
it's actually the requestor.

But if I set up a Cc (a one-time Cc) the same thing happens.

Giuseppe


On 30/11/10 17:00, Kenneth Crocker wrote:

Giuseppe,

Exactly who is NOT getting a notification on Correspondence?
Compare their role with the recipients. If they are not listed
as a "Cc" Watcher (for example) on either the Queue or the
Ticket, then they will not get a notification as a "Cc", etc.

Kenn
LBNL

On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>> wrote:

    On 29/11/10 17:48, Kenneth Crocker wrote:

    Giuseppe,

    Most likely, you do not have a notification scrip for "On
    Correspond". I believe the book has several good examples
    on how to build a simple scrip like that. Anyway, check
    your Global/Queue notification scrip sand see if that's the
    case. Hope this helps.

    Kenn
    LBNL

    Hi Kenneth... that's actually my doubt.
    I mean, in my configuration I see 11 scrips. Are they all
    "active"? It's not clear to me if you can have "disabled"
    and "enabled" scrips.

    For example, one of them is:
    6
    <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0> 	On
    Correspond Notify Requestors and Ccs
    <http://Admin/Global/Scrip.html?id=6&Queue=0>
    TransactionCreate 	On Correspond 	Notify Requestors and
    Ccs 	Correspondence



    Which I had assumed was the one you mention.
    I have correctly(?) set up Set($UseTransactionBatch,1);


    Found 6 scrips for TransactionCreate stage with applicable
    type(s) Correspond
    (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
    [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips
    for transaction #212
    (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
    [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on
    txn #212 of ticket #10
    (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
    [Tue Nov 30 16:02:55 2010] [debug]: Calling
    SetRecipientDigests for transaction
    RT::Transaction=HASH(0xbc39118), id 212
    (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
    [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To;
    recipients are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)

    But I get a "recipients not found" or "recipients are" and a
    null string..
    Moreover, in the bottom bit of the reply, the "


        Messages about this ticket will not be sent to...

    /(Check boxes to enable notifications to the listed
    recipients)/ "

    part is actually empty.

    Any hint?

    Thanks everyone,
    Giuseppe

    On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <gsollazz@sgul.ac.uk <mailto:gsollazz@sgul.ac.uk>> wrote:

        Hi everyone,

        I'm playing with our rather vanilla installation of RT
        in which we're supposed to have, at least for the
        moment, one general queue from which tickets will be
        moved into two other real queue according to the
        department.

        Trying to configure mail in and mail out, I happen to
        have a behaviour which I can't totally explain and was
        wondering if anyone could help figuring out.

        When I create a ticket from the web interface, an
        e-mail is correctly sent to the requestor.
        My possibly wrong understanding is that any following
        "Reply" to the ticket also generates a mail. However,
        this does not get delivered.

        I'm a bit puzzled as if RT manages to send the first
        one I assume the configuration of the e-mail is
        correct. rt.log shows this sequence (edited):

        [Mon Nov 29 15:13:14 2010] [debug]: About to think
        about scrips for transaction #189
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
        [Mon Nov 29 15:13:14 2010] [debug]: About to prepare
        scrips for transaction #189
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
        [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips
        *for TransactionCreate stage with applicable type(s)
        Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
        [Mon Nov 29 15:13:28 2010] [debug]: About to think
        about scrips for transaction #190
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
        [Mon Nov 29 15:13:28 2010] [debug]: About to prepare
        scrips for transaction #190
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
        [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for
        TransactionCreate stage with applicable type(s)
        Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
        [Mon Nov 29 15:13:28 2010] [debug]: About to commit
        scrips for transaction #190
        (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
        [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5
        on txn #190 of ticket #7
        (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
        [Mon Nov 29 15:13:28 2010] [debug]: Calling
        SetRecipientDigests for transaction
        RT::Transaction=HASH(0xc6ff3cc), id 190
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
        [Mon Nov 29 15:13:28 2010] [debug]: Working on
        mailfield To; recipients are 
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
        [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text
        From: "Giuseppe Sollazzo via RT"
        <our_rt_address@sgul.ac.uk>
        <mailto:our_rt_address@sgul.ac.uk>
        Reply-To: our_rt_address@sgul.ac.uk <http://sgul.ac.uk>
        In-Reply-To:
        <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        References: <RT-Ticket-7@example.com>
        <mailto:RT-Ticket-7@example.com>
        <rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        <mailto:rt-3.8.7-10240-1291041857-1530.7-5-0@example.com>
        Message-ID:
        <rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
        <mailto:rt-3.8.7-10240-1291043608-791.7-5-0@example.com>
        Precedence: bulk
        X-RT-Loop-Prevention: SGUL
        RT-Ticket: SGUL #7
        Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
        RT-Originator: gsollazz@sgul.ac.uk
        <mailto:gsollazz@sgul.ac.uk>
        MIME-Version: 1.0
        Content-Transfer-Encoding: 8bit
        Content-Type: text/plain; charset="utf-8"
        X-RT-Original-Encoding: utf-8
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653)
        [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred
        recipients from To: line
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
        [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred
        recipients for attribute creation
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
        [Mon Nov 29 15:13:28 2010] [debug]: Working on
        mailfield Cc; recipients are 
        (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
        [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text


        And again, multiple times. I assume it's because 6
        scrips match. However, none of these is ever delivered.
        A series of error about gpg follows (which I assume
        it's not required for the system to work, as it manages
        to send the first e-mail without complaining).

        I haven't configured the scrips myself, they seemed to
        be part of the "standard" install and I had assumed
        they are needed for the system to work... maybe I'm
        wrong about this.

        Any hint about this?
        - Scrips: is there any way to deactivate them? Are they
        required?
        - E-mail: what else should I check?

        Thanks,
        Giuseppe

        -- 
        ____________________________________

        Giuseppe Sollazzo
        Senior Systems Analyst
        Computing Services
        Information Services
        St. George's, University Of London
        Cranmer Terrace
        London SW17 0RE

        Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
        Direct Dial: +44 20 8725 5160
        Fax: +44 20 8725 3583

    -- 
    ____________________________________

    Giuseppe Sollazzo
    Senior Systems Analyst
    Computing Services
    Information Services
    St. George's, University Of London
    Cranmer Terrace
    London SW17 0RE

    Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
    Direct Dial: +44 20 8725 5160
    Fax: +44 20 8725 3583

-- 
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email:gsollazz@sgul.ac.uk  <mailto:gsollazz@sgul.ac.uk>
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email:gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

9

I’m playing with our rather vanilla installation of RT in which we’re supposed to have, at
least for the moment, one general queue from which tickets will be moved into two other real
queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour which I can’t totally
explain and was wondering if anyone could help figuring out.

When I create a ticket from the web interface, an e-mail is correctly sent to the requestor.
My possibly wrong understanding is that any following “Reply” to the ticket also generates a
mail. However, this does not get delivered.

Guiseppe, you trim a lot of logs which makes deciphering this
difficult, but in your tests, who is the requestor and who is the
person using Reply?

-kevin

10

Giuseppe,

I was just gonna ask you the same Question Kevin did.

KennOn Wed, Dec 1, 2010 at 9:15 AM, Kevin Falcone falcone@bestpractical.comwrote:

On Mon, Nov 29, 2010 at 04:00:15PM +0000, Giuseppe Sollazzo wrote:

I’m playing with our rather vanilla installation of RT in which we’re
supposed to have, at
least for the moment, one general queue from which tickets will be
moved into two other real
queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour
which I can’t totally
explain and was wondering if anyone could help figuring out.

When I create a ticket from the web interface, an e-mail is correctly
sent to the requestor.
My possibly wrong understanding is that any following “Reply” to the
ticket also generates a
mail. However, this does not get delivered.

Guiseppe, you trim a lot of logs which makes deciphering this
difficult, but in your tests, who is the requestor and who is the
person using Reply?

-kevin

11

Hi Kevin and Kenneth
sorry for the trim. I’ll paste it again below.

The requestor and creator of the tickets (if that’s what you mean by
“using reply”) are the same person (i.e. I create a ticket with my RT
account - using LDAP), and set my e-mail address (using LDAP
autocompletion) as requestor, which should - according to the
configuration - point to the same entry.
This shouldn’t make a difference though as considering the semantics of
the scrip any combination of these should be fine.

So here’s the log. I will paste everything I see, creating a new log
file - jump to 4] for the problem itself:
1] service start
2] login
3] ticket creation
4] ticket reply

1] Service start: LDAP module loaded
[Thu Dec 2 09:14:58 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:14:58 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:14:58 2010] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 2 09:14:58 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test with.
Nexting
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

2] I login using my account “gsollazz” - it logs me in fine
[Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:17:31 2010] [debug]: Attempting to use external auth
service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:17:31 2010] [debug]: Calling UserExists with $username
(gsollazz) and $service (My_LDAP)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Thu Dec 2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) == Attrs:
(edited)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec 2 09:17:31 2010] [debug]: Password validation required for
service - Executing…
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Thu Dec 2 09:17:31 2010] [debug]: Trying external auth service:
My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=gsollazz)(uid=)) == Attrs: dn
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Thu Dec 2 09:17:31 2010] [debug]: Found LDAP DN:
uid=gsollazz,ou=(edited)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Thu Dec 2 09:17:31 2010] [info]:
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ):
gsollazz
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP password validation result: 1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Thu Dec 2 09:17:31 2010] [debug]: Password Validation Check Result: 1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Thu Dec 2 09:17:31 2010] [debug]: Authentication successful. Now
updating user information and attempting login.
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
[Thu Dec 2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) == Attrs:
(edited)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec 2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) ==
Attrs:(edited)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter:
(&(uid=)(employeenumber=none)(uid=gsollazz)) == Attrs: uid
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:398)
[Thu Dec 2 09:17:31 2010] [warning]: Couldn’t enable user 58
(/opt/rt3/bin/…/lib/RT/User_Overlay.pm:1143)
[Thu Dec 2 09:17:31 2010] [info]: User marked as ENABLED ( gsollazz )
per External Service (, )
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20
with: Name: gsollazz
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Thu Dec 2 09:17:31 2010] [debug]: Attempting to get user info using
this external service: My_LDAP
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Thu Dec 2 09:17:31 2010] [debug]: Attempting to use this
canonicalization key: Name
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) == Attrs:
(edited)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu Dec 2 09:17:31 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
City: London, Country: ,(edited)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Thu Dec 2 09:17:31 2010] [debug]: About to think about scrips for
transaction #233 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:17:31 2010] [debug]: UPDATED user ( gsollazz ) from
External Service
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307)
[Thu Dec 2 09:17:31 2010] [info]: Successful login for gsollazz from
172.16.13.65
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)
[Thu Dec 2 09:17:31 2010] [debug]: Autohandler called ExternalAuth.
Response: (1, Successful login)
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

3] Ticket creation: I create a ticket from my account, setting up myself
as well as requestor and marking the ticket as “open”. In this case mail
is correctly sent to the requestor (and I confirm I receive it).
[Thu Dec 2 09:22:00 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:01 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:01 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #234 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #235 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #236 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #237 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #238 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to prepare scrips for
transaction #238 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Thu Dec 2 09:22:22 2010] [debug]: Found 4 scrips for TransactionCreate
stage with applicable type(s) Create
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:22:22 2010] [debug]: About to commit scrips for
transaction #238 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #3 on txn #238 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:22:22 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc8e454), id 238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield To; recipients
are gsollazz@sgul.ac.uk (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test
ticket for mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14970-1291281742-200.12-3-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
Auto-Submitted: auto-replied
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Got user mail preference ‘Individual
messages’ for user gsollazz@sgul.ac.uk
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:667)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test
ticket for mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14970-1291281742-200.12-3-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
Auto-Submitted: auto-replied
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Bcc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test
ticket for mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14970-1291281742-200.12-3-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
Auto-Submitted: auto-replied
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: No recipients found for deferred
delivery on transaction #238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-200.12-3-0@example.com #12/238 - Scrip 3 On
Create Autoreply To Requestors
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-200.12-3-0@example.com sent To:
gsollazz@sgul.ac.uk (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:331)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #239 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #4 on txn #238 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:22:22 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc8e454), id 238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14970-1291281742-1725.12-4-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14970-1291281742-1725.12-4-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Bcc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14970-1291281742-1725.12-4-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: No recipients found for deferred
delivery on transaction #238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-1725.12-4-0@example.com #12/238 - Scrip 4 On
Create Notify AdminCcs (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-1725.12-4-0@example.com No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #11 on txn #238 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:22:22 2010] [info]: Ticket 12 created in queue ‘General’
by gsollazz (/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:667)
[Thu Dec 2 09:22:22 2010] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Create
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:22:22 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:23 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

4] Always using my account, I enter a reply to the message: no mail is
sent - note the “recipients are” empty.
[Thu Dec 2 09:43:55 2010] [debug]: Reloading RT::User to work around a
bug in RT-3.8.0 and RT-3.8.1
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:43:56 2010] [debug]: About to think about scrips for
transaction #240 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:43:56 2010] [debug]: About to prepare scrips for
transaction #240 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Thu Dec 2 09:43:56 2010] [debug]: Found 6 scrips for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:44:10 2010] [debug]: About to think about scrips for
transaction #241 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:44:10 2010] [debug]: About to prepare scrips for
transaction #241 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Thu Dec 2 09:44:10 2010] [debug]: Found 6 scrips for TransactionCreate
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:44:10 2010] [debug]: About to commit scrips for
transaction #241 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #5 on txn #241 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbca1db8), id 241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred
delivery on transaction #241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-56.12-5-0@example.com #12/241 - Scrip 5 On
Correspond Notify AdminCcs (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-56.12-5-0@example.com No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #7 on txn #241 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbca1db8), id 241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-703.12-7-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-703.12-7-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for
mailing list
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-703.12-7-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred
delivery on transaction #241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-703.12-7-0@example.com #12/241 - Scrip 7 On
Correspond Notify Other Recipients
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-703.12-7-0@example.com No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #6 on txn #241 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbca1db8), id 241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information
about: Test ticket for mailing list - ID 12
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-737.12-6-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information
about: Test ticket for mailing list - ID 12
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-737.12-6-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients
are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information
about: Test ticket for mailing list - ID 12
In-Reply-To:
References: RT-Ticket-12@example.com
Message-ID: rt-3.8.7-14967-1291283050-737.12-6-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients from
Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred
delivery on transaction #241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-737.12-6-0@example.com #12/241 - Scrip 6 On
Correspond Notify Requestors and Ccs
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-737.12-6-0@example.com No recipients found.
Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #11 on txn #241 of
ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)

In particular, note the “Scrip 6 On Correspond Notify Requestors and
Ccs” which should fire the e-mail… unless I’m missing some step in here.

Thanks again for all your help.

Best regards,
GiuseppeOn 01/12/10 17:15, Kevin Falcone wrote:

On Mon, Nov 29, 2010 at 04:00:15PM +0000, Giuseppe Sollazzo wrote:

I'm playing with our rather vanilla installation of RT in which we're supposed to have, at
least for the moment, one general queue from which tickets will be moved into two other real
queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour which I can't totally
explain and was wondering if anyone could help figuring out.

When I create a ticket from the web interface, an e-mail is correctly sent to the requestor.
My possibly wrong understanding is that any following "Reply" to the ticket also generates a
mail. However, this does not get delivered.

Guiseppe, you trim a lot of logs which makes deciphering this
difficult, but in your tests, who is the requestor and who is the
person using Reply?

-kevin

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

12

Hi Kevin and Kenneth
sorry for the trim. I’ll paste it again below.

The requestor and creator of the tickets (if that’s what you mean by
“using reply”) are the same person (i.e. I create a ticket with my
RT account - using LDAP), and set my e-mail address (using LDAP
autocompletion) as requestor, which should - according to the
configuration - point to the same entry.

Actually

This shouldn’t make a difference though as considering the semantics
of the scrip any combination of these should be fine.

This makes all the difference in the world.

What is your value for $NotifyActor in your config (and you should
read the docs associated with it)

-kevin

13

This makes all the difference in the world.

What is your value for $NotifyActor in your config (and you should
read the docs associated with it)

-kevin

Uhm ok - I’ll take in the critic, now that you point it it was pretty
obvious :slight_smile:

Let me just say that no mention of $NotifyActor is made in the book
until the Appendix - maybe it should get some more importance as I would
have expected the default behaviour to be the opposite one. (And if I
can be a little pedantic, wouldn’t one expect that $NotifyActor=0
suppress also the first ticket creation notification if the rationale
is, as the book says, not to notify the person who performs the update
“as they already know what they’ve done”?)

Thanks a lot for the help - I’ve now added $NotifyActor to the
configuration and got it to work as expected :wink:

Giuseppe

So here’s the log. I will paste everything I see, creating a new log
file - jump to 4] for the problem itself:
1] service start
2] login
3] ticket creation
4] ticket reply

1] Service start: LDAP module loaded
[Thu Dec 2 09:14:58 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:14:58 2010] [debug]: Attempting to use external auth
service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:14:58 2010] [debug]: SSO Failed and no user to test
with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 2 09:14:58 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth
service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test
with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec 2 09:15:00 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:15:00 2010] [debug]: Attempting to use external auth
service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:15:00 2010] [debug]: SSO Failed and no user to test
with. Nexting (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec 2 09:15:00 2010] [debug]: Autohandler called ExternalAuth.
Response: (0, No User) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

2] I login using my account “gsollazz” - it logs me in fine
[Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:17:31 2010] [debug]: Attempting to use external auth
service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec 2 09:17:31 2010] [debug]: Calling UserExists with
$username (gsollazz) and $service (My_LDAP) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Thu Dec 2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) == Attrs:
(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec 2 09:17:31 2010] [debug]: Password validation required for
service - Executing… (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Thu Dec 2 09:17:31 2010] [debug]: Trying external auth service:
My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=gsollazz)(uid=)) == Attrs:
dn (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Thu Dec 2 09:17:31 2010] [debug]: Found LDAP DN:
uid=gsollazz,ou=(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Thu Dec 2 09:17:31 2010] [info]:
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP
): gsollazz (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP password validation result:
1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Thu Dec 2 09:17:31 2010] [debug]: Password Validation Check
Result: 1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Thu Dec 2 09:17:31 2010] [debug]: Authentication successful. Now
updating user information and attempting login. (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
[Thu Dec 2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) == Attrs:
(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec 2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) ==
Attrs:(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter:
(&(uid=)(employeenumber=none)(uid=gsollazz)) == Attrs: uid (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:398)
[Thu Dec 2 09:17:31 2010] [warning]: Couldn’t enable user 58
(/opt/rt3/bin/…/lib/RT/User_Overlay.pm:1143)
[Thu Dec 2 09:17:31 2010] [info]: User marked as ENABLED ( gsollazz
) per External Service (, ) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
[Thu Dec 2 09:17:31 2010] [debug]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm
20 with: Name: gsollazz (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Thu Dec 2 09:17:31 2010] [debug]: Attempting to get user info
using this external service: My_LDAP (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Thu Dec 2 09:17:31 2010] [debug]: Attempting to use this
canonicalization key: Name (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu Dec 2 09:17:31 2010] [debug]: LDAP Search === Base:
ou=people,o=(edited) == Filter: (&(uid=)(uid=gsollazz)) == Attrs:
(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu Dec 2 09:17:31 2010] [info]:
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: ,
City: London, Country: ,(edited) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Thu Dec 2 09:17:31 2010] [debug]: About to think about scrips for
transaction #233 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:17:31 2010] [debug]: UPDATED user ( gsollazz ) from
External Service (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307)
[Thu Dec 2 09:17:31 2010] [info]: Successful login for gsollazz
from 172.16.13.65 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)
[Thu Dec 2 09:17:31 2010] [debug]: Autohandler called ExternalAuth.
Response: (1, Successful login) (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec 2 09:17:31 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

3] Ticket creation: I create a ticket from my account, setting up
myself as well as requestor and marking the ticket as “open”. In
this case mail is correctly sent to the requestor (and I confirm I
receive it).
[Thu Dec 2 09:22:00 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:01 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:01 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #234 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #235 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #236 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #237 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #238 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: About to prepare scrips for
transaction #238 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Thu Dec 2 09:22:22 2010] [debug]: Found 4 scrips for
TransactionCreate stage with applicable type(s) Create
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:22:22 2010] [debug]: About to commit scrips for
transaction #238 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #3 on txn #238
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:22:22 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc8e454), id 238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield To;
recipients are gsollazz@sgul.ac.uk
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply:
Test ticket for mailing list
From: "Default support request via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14970-1291281742-200.12-3-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
Auto-Submitted: auto-replied
To: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Got user mail preference
‘Individual messages’ for user gsollazz@sgul.ac.uk
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:667)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Cc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply:
Test ticket for mailing list
From: "Default support request via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14970-1291281742-200.12-3-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
Auto-Submitted: auto-replied
To: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients
from Cc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply:
Test ticket for mailing list
From: "Default support request via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14970-1291281742-200.12-3-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
Auto-Submitted: auto-replied
To: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients
from Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: No recipients found for deferred
delivery on transaction #238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-200.12-3-0@example.com #12/238 - Scrip 3
On Create Autoreply To Requestors
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-200.12-3-0@example.com sent To:
gsollazz@sgul.ac.uk (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:331)
[Thu Dec 2 09:22:22 2010] [debug]: About to think about scrips for
transaction #239 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #4 on txn #238
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:22:22 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbc8e454), id 238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield To;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14970-1291281742-1725.12-4-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Cc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14970-1291281742-1725.12-4-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients
from Cc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14970-1291281742-1725.12-4-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:22:22 2010] [debug]: Removing deferred recipients
from Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:22:22 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:22:22 2010] [debug]: No recipients found for deferred
delivery on transaction #238
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-1725.12-4-0@example.com #12/238 - Scrip
4 On Create Notify AdminCcs
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:22:22 2010] [info]:
rt-3.8.7-14970-1291281742-1725.12-4-0@example.com No recipients
found. Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:22:22 2010] [debug]: Committing scrip #11 on txn #238
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:22:22 2010] [info]: Ticket 12 created in queue
‘General’ by gsollazz (/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:667)
[Thu Dec 2 09:22:22 2010] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:22:22 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:22:23 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

4] Always using my account, I enter a reply to the message: no mail
is sent - note the “recipients are” empty.
[Thu Dec 2 09:43:55 2010] [debug]: Reloading RT::User to work
around a bug in RT-3.8.0 and RT-3.8.1 (/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec 2 09:43:56 2010] [debug]: About to think about scrips for
transaction #240 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:43:56 2010] [debug]: About to prepare scrips for
transaction #240 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Thu Dec 2 09:43:56 2010] [debug]: Found 6 scrips for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:44:10 2010] [debug]: About to think about scrips for
transaction #241 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:163)
[Thu Dec 2 09:44:10 2010] [debug]: About to prepare scrips for
transaction #241 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:167)
[Thu Dec 2 09:44:10 2010] [debug]: Found 6 scrips for
TransactionCreate stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)
[Thu Dec 2 09:44:10 2010] [debug]: About to commit scrips for
transaction #241 (/opt/rt3/bin/…/lib/RT/Transaction_Overlay.pm:187)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #5 on txn #241
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbca1db8), id 241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from Cc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-56.12-5-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred
delivery on transaction #241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-56.12-5-0@example.com #12/241 - Scrip 5
On Correspond Notify AdminCcs
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-56.12-5-0@example.com No recipients
found. Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #7 on txn #241
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbca1db8), id 241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-703.12-7-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-703.12-7-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from Cc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket
for mailing list
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-703.12-7-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred
delivery on transaction #241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-703.12-7-0@example.com #12/241 - Scrip 7
On Correspond Notify Other Recipients
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-703.12-7-0@example.com No recipients
found. Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #6 on txn #241
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0xbca1db8), id 241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:630)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield To;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information
about: Test ticket for mailing list - ID 12
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-737.12-6-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from To: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Cc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information
about: Test ticket for mailing list - ID 12
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-737.12-6-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from Cc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:646)
[Thu Dec 2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information
about: Test ticket for mailing list - ID 12
From: "Giuseppe Sollazzo via RT"rtmail@sgul.ac.uk
Reply-To: rtmail@sgul.ac.uk
In-Reply-To:
References:RT-Ticket-12@example.com
Message-ID:rt-3.8.7-14967-1291283050-737.12-6-0@example.com
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (Request Tracker... So much more than a help desk — Best Practical Solutions)
RT-Originator: gsollazz@sgul.ac.uk
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:653)
[Thu Dec 2 09:44:10 2010] [debug]: Removing deferred recipients
from Bcc: line (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:676)
[Thu Dec 2 09:44:10 2010] [debug]: Setting deferred recipients for
attribute creation (/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:685)
[Thu Dec 2 09:44:10 2010] [debug]: No recipients found for deferred
delivery on transaction #241
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:698)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-737.12-6-0@example.com #12/241 - Scrip 6
On Correspond Notify Requestors and Ccs
(/opt/rt3/bin/…/lib/RT/Action/SendEmail.pm:300)
[Thu Dec 2 09:44:10 2010] [info]:
rt-3.8.7-14967-1291283050-737.12-6-0@example.com No recipients
found. Not sending. (/opt/rt3/bin/…/lib/RT/Interface/Email.pm:342)
[Thu Dec 2 09:44:10 2010] [debug]: Committing scrip #11 on txn #241
of ticket #12 (/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:190)
[Thu Dec 2 09:44:10 2010] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Correspond
(/opt/rt3/bin/…/lib/RT/Scrips_Overlay.pm:370)

In particular, note the “Scrip 6 On Correspond Notify Requestors and
Ccs” which should fire the e-mail… unless I’m missing some step in
here.

Thanks again for all your help.

Best regards,
Giuseppe

I'm playing with our rather vanilla installation of RT in which we're supposed to have, at
least for the moment, one general queue from which tickets will be moved into two other real
queue according to the department.

Trying to configure mail in and mail out, I happen to have a behaviour which I can't totally
explain and was wondering if anyone could help figuring out.

When I create a ticket from the web interface, an e-mail is correctly sent to the requestor.
My possibly wrong understanding is that any following "Reply" to the ticket also generates a
mail. However, this does not get delivered.

Guiseppe, you trim a lot of logs which makes deciphering this
difficult, but in your tests, who is the requestor and who is the
person using Reply?

-kevin

–

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George’s, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsollazz@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583

14

Let me just say that no mention of $NotifyActor is made in the book
until the Appendix - maybe it should get some more importance as I
would have expected the default behaviour to be the opposite one.

Updates to the wiki or documentation patches to make it clearer are
certainly welcome.

(And if I can be a little pedantic, wouldn’t one expect that
$NotifyActor=0 suppress also the first ticket creation notification
if the rationale is, as the book says, not to notify the person who
performs the update “as they already know what they’ve done”?)

Autoreply isn’t actually a Notify action, so it doesn’t check it.

-kevin