People in the Cc: field are not receiving e-mails

Hi all -

Running RT 4.0.19 on Ubuntu 12.04.4 LTS.

During ticket creation from the Web UI, when someone places an e-mail
address in the CC: field, it doesn’t appear to send e-mails to those
people. Below is what I could find in rt.log. I’m not suer if there is a
better log to look at.

X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:652)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Got user mail preference
‘Individual messages’ for user
mmcgrath@carthage.edu(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:666)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Removing deferred recipients
from To: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:675)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:684)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Working on mailfield Cc;
recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:645)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Subject:
[help.carthage.edu#24526] AutoReply: Test

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Removing deferred recipients
from Cc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:675)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:684)

[14397] [Tue Feb 4 17:48:44 2014] [debug]: Working on mailfield Bcc;
recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:645)

I don’t know for sure, but I’m assuming the Removing deferred recipients
from Cc: line
is important. The question is, why are the recipients being
removed?

Much thanks!

Max
Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.edu

Running RT 4.0.19 on Ubuntu 12.04.4 LTS.

During ticket creation from the Web UI, when someone places an e-mail address in the CC:
field, it doesn’t appear to send e-mails to those people. Below is what I could find in
rt.log. I’m not suer if there is a better log to look at.

4.0 and previous didn’t ship On Create Notify Ccs.
New installs of 4.2 get these scrips by default, upgrades do not, you
can read about our recommended set of scrips here:
http://bestpractical.com/docs/rt/latest/UPGRADING-4.2.html
search for
New installs will notify Ccs
and you’ll find the relevant list item.

-kevin

Thanks Kevin!

That was very helpful!

Max

Max McGrath
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Tue, Feb 4, 2014 at 12:44 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Tue, Feb 04, 2014 at 11:57:18AM -0600, Max McGrath wrote:

Running RT 4.0.19 on Ubuntu 12.04.4 LTS.

During ticket creation from the Web UI, when someone places an e-mail
address in the CC:
field, it doesn’t appear to send e-mails to those people. Below is
what I could find in
rt.log. I’m not suer if there is a better log to look at.

4.0 and previous didn’t ship On Create Notify Ccs.
New installs of 4.2 get these scrips by default, upgrades do not, you
can read about our recommended set of scrips here:
UPGRADING-4.2 - RT 5.0.5 Documentation - Best Practical
search for
New installs will notify Ccs
and you’ll find the relevant list item.

-kevin