Problem with AdminCC's not being sent

Hi folks:

I’ve been pouring over the lists and trying to debug this for a while, but
can’t seem to come up with a reason. I have a group set up on a queue with
all rights. When I set that group to watch a ticket as adminCC, and then
create a scrip that notifies the adminCCs on comment, all indications are
that the email is being sent but it doesn’t ever arrive. Below is a section
of the RT log, where all the XXXX’s are to protect the identities of the
unwilling.

Please note, everything works just fine when the group is set to watch as
CC’s rather than AdminCCs. This very well could be a problem with the mail
setup, but if so I need to communicate that to the systems folks very
clearly.

[Tue Mar 3 21:33:25 2009] [debug]: Subject: [xxxxxx.mtvn.com #2468]
[Comment] Test ticket from blake
In-Reply-To: <C5D30B3D.158F7%blake.crawford@xxxxxxxxx.comC5D30B3D.158F7%blake.crawford@xxxxxxxxx.com

References: RT-Ticket-2468@bizops.mtvn.com <
C5D30B3D.158F7%blake.crawford@xxxxxxxx.comC5D30B3D.158F7%blake.crawford@xxxxxxxx.com

Message-ID: rt-3.8.1-25239-1236116005-1140.2468-24-0@xxxxxx.mtvn.com
Precedence: bulk
X-RT-Loop-Prevention:xxxxxx.mtvn.com
RT-Ticket: xxxxxx.mtvn.com #2468
Managed-by: RT 3.8.1 (http://www.bestpractical.com/rt/)
RT-Originator: Blake.Crawford@xxxxxxx.com
Bcc: xxxx.xxxxxx@xxxxxx.com, xxxx.xxxxxx@xxxxxx.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/Action/SendEmail.pm:647)
[Tue Mar 3 21:33:25 2009] [debug]: Got user mail preference ‘Individual
messages’ for user xxxx.xxxxxx@xxxxxx.com (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/A
ction/SendEmail.pm:661)
[Tue Mar 3 21:33:25 2009] [debug]: Got user mail preference ‘Individual
messages’ for user xxxx.xxxxxx@xxxxxx.com (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/Ac
tion/SendEmail.pm:661)
[Tue Mar 3 21:33:25 2009] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt3_xxxxxxx.mtvn.com/bin/…/lib/RT/Action/SendEmail.pm:670)
[Tue Mar 3 21:33:25 2009] [debug]: Setting deferred recipients for
attribute creation (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/Action/SendEmail.pm:679)
[Tue Mar 3 21:33:25 2009] [debug]: No recipients found for deferred
delivery on transaction #15667 (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/Action/SendEmail.pm:
692)
[Tue Mar 3 21:33:25 2009] [info]: <
rt-3.8.1-25239-1236116005-1140.2468-24-0@xxxxxx.mtvn.com> #2468/15667 -
Scrip 24 On comment Notify Admin CCs with Template C
DM OASIS Comment Template (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/Action/SendEmail.pm:302)
[Tue Mar 3 21:33:25 2009] [error]: <
rt-3.8.1-25239-1236116005-1140.2468-24-0@xxxxxx.mtvn.com>:
/usr/sbin/sendmail -oi -t exitted with code 64 (/opt/rt3_xxxxxx
s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417)
[Tue Mar 3 21:33:25 2009] [info]: <
rt-3.8.1-25239-1236116005-1140.2468-24-0@xxxxx.mtvn.com> sent To: “AdminCc
of bizops.mtvn.com Ticket #2468”:; Bcc: xxx.g
xxxxxxx@viacom.com, xxx.xxxxx@viacom.com (/opt/
rt3_xxxxxx.mtvn.com/bin/…/lib/RT/Action/SendEmail.pm:333)

Blake Crawford wrote, On 3/3/09 4:54 PM:

Hi folks:

I’ve been pouring over the lists and trying to debug this for a while,
but can’t seem to come up with a reason. I have a group set up on a
queue with all rights. When I set that group to watch a ticket as
adminCC, and then create a scrip that notifies the adminCCs on comment,
all indications are that the email is being sent but it doesn’t ever
arrive. Below is a section of the RT log, where all the XXXX’s are to
protect the identities of the unwilling.

Please note, everything works just fine when the group is set to watch
as CC’s rather than AdminCCs. This very well could be a problem with
the mail setup, but if so I need to communicate that to the systems
folks very clearly.

[…]

[Tue Mar 3 21:33:25 2009] [error]:
<rt-3.8.1-25239-1236116005-1140.2468-24-0@xxxxxx.mtvn.com
mailto:rt-3.8.1-25239-1236116005-1140.2468-24-0@xxxxxx.mtvn.com>:
/usr/sbin/sendmail -oi -t exitted with code 64 (/opt/rt3_xxxxxx
s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417
http://s.mtvn.com/bin/../lib/RT/Interface/Email.pm:417)

Sendmail choked on the message.

If RT can send any mail at all successfully, then the most likely cause of
this particular problem is a broken email address for one of the recipients.
The ‘-t’ flag that RT is passing to sendmail tells it to scan the headers
for recipients. If sendmail sees an improper email address (such as one
containing a non-ASCII character) in a To/Cc/Bcc header, it will reject the
message altogether. I do not know for sure, but I’d bet that RT is less
strict in what it allows as a user email address than sendmail is.