All,
We’ve just upgrade to 4.0.6 and are experiencing some issues with notifications. The current issue is with Scrip #5. When a priviliged user responds to the ticket via email, Scrip #5 runs and notifications are sent to AdminCCs. When a unpriviliged user (i.e. the requestor) responds to the ticket via email, the correspondence is added to the ticket history, but notifications are not actually sent out to AdminCCs. I upped the logs and did a side by side comparison of responses via email from a priviliged user and unprivliged user. I’ve highlighted the main difference that I see in red.
[Thu Sep 6 00:50:23 2012] [debug]: Found 4 scrips for TransactionBatch stage with applicable type(s) Correspond for txn #1421196 on ticket #162291 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:425)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Checking Transaction Type: Correspond ((eval 1554):10)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Owner = RT::Ticket=HASH(0x7f8a8704f708)->Owner ((eval 1554):11)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Requestor = unprivileged@domain.commailto:unprivileged@domain.com ((eval 1554):12)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Actor = priviliged@domain.commailto:priviliged@domain.com ((eval 1554):13)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Ticket ID = RT::Ticket=HASH(0x7f8a8704f708)->ID ((eval 1554):14)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Correspondence. Checking content. ((eval 1554):16)
[Thu Sep 6 00:50:23 2012] [debug]: Scrip #5: Content does not begin with --. Returning 1. ((eval 1554):18)
[Thu Sep 6 00:50:23 2012] [info]: > Scrip #57 - Check Exception On Create Notify ((eval 1580):10)
[Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #57 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:247)
[Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #2 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:247)
[Thu Sep 6 00:50:23 2012] [debug]: Skipping Scrip #10 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:247)
[Thu Sep 6 00:50:23 2012] [debug]: Committing scrip #5 on txn #1421196 of ticket #162291 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:192)
[Thu Sep 6 00:50:23 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7f8a940f7d00), id 1421196 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:651)
[Thu Sep 6 00:50:23 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:667)
[Thu Sep 6 00:50:23 2012] [debug]: Subject: RE: [DevOps #162291] Resolved: Test Ticket - Correspondence
In-Reply-To: <randomtext@emailserver.domain.commailto:randomtext@emailserver.domain.com>
References: RT-Ticket-162291@domain.commailto:RT-Ticket-162291@domain.com randomtext@emailserver.domain.com,<rt-4.0.6-random@domain.commailto:randomtext@emailserver.domain.com,rt-4.0.6-random@domain.com> <randomtext@emailserver.domain.commailto:randomtext@emailserver.domain.com>
Message-ID: <rt-4.0.6-randomtemailto:rt-4.0.6-753-1346892623-1068.162291-5-0@prg.comxt@domain.com>
Precedence: bulk
X-RT-Loop-Prevention: domain.com
RT-Ticket: domain.com #162291
Managed-by: RT 4.0.6 (Request Tracker — Best Practical Solutions)
RT-Originator: priviligeduser@domain.commailto:priviligeduser@domain.com
Bcc: List of AdminCcs
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:674)
[Thu Sep 6 00:50:23 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:697)
[Thu Sep 6 00:50:23 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:706)
When the priviliged user responds to a ticket via email, Bcc: and To: are listed as part of the email. When a non-priviliged user responds, these lines are just missing. Eventually, I see the following line when I’l looking at the output from an unpriviliged user:
[Thu Sep 6 00:50:01 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:706)
[Thu Sep 6 00:50:01 2012] [debug]: No recipients found for deferred delivery on transaction #1421195 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:719)
[Thu Sep 6 00:50:01 2012] [info]: <rt-4.0.6-784-randomtext@domain.commailto:rt-4.0.6-784-randomtext@domain.com> #162291/1421195 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:308)
[Thu Sep 6 00:50:01 2012] [info]: <rt-4.0.6-784-randomtext@domain.commailto:rt-4.0.6-784-randomtext@domain.com> No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:353)
I’ve customized the actions in Scrip #5 so that email that are empty and begin with --(the signature bit in rt) are not sent. However, I’ve updated it back to just condition: Correspondence, and saw the exact same results.
I’ve updated permssions, as I originally thought this was a permissions issue. The queue that I’ve been tested allows “Everyone” the ability to create, comment, and reply to tickets. Is this a bug or am I missing something? We heavily rely on email in our current use of RT, so this is a pretty major issue for us…
P.S., Thank you for all of the improvements to RT4!
Thanks!
Jennifer