Reply not sending email

Hi everyone.

I tried googling for this for a while, so I hope it’s not something as trivial as R’ing TFM.

What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed “Outgoing email recorded” on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open).
The RT version is 3.8.8.

Thanks in advance,
Matti

Hi everyone.

I tried googling for this for a while, so I hope it’s not something as trivial as R’ing TFM.

What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed “Outgoing email recorded” on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open).
The RT version is 3.8.8.

Look in your RT server logs for errors, and possibly your mail logs as
well. In some cases the machine is too overloaded and RT can’t start
sendmail. Newer versions of RT report on the ticket when sending mail
failed.

Thomas

Matti,

I would go over instructions with them that when they want email to go
"out", they should NOT hit “Save Changes”, but to hit “Update Ticket”. It
sounds to me like they got confused as to which one to hit.

Kenn
LBNLOn Thu, May 5, 2011 at 3:08 AM, Matti Taina matti.taina@otaverkko.fiwrote:

Hi everyone.

I tried googling for this for a while, so I hope it’s not something as
trivial as R’ing TFM.

What could be the cause for RT not sending email when replying to a ticket?
What happened is, that a helpdesk person was trying to reply to a ticket
several times, but only on their third try RT sent out the actual email
message and printed “Outgoing email recorded” on the ticket history. The
first two trys only resulted in the correspondence entry being printed on
the ticket history, but no email was sent and no message of outgoing email
was printed. The helpdesk person says that every try was identical and no
changes were made on the reply page, other than a change in ticket status
(between stalled and open).
The RT version is 3.8.8.

Thanks in advance,
Matti

Does hitting “Save Changes” save the correspondence entry to the ticket
history, though (I can’t test it myself at the moment)? If that is the
case, then your theory is indeed a possibility.

-MattiOn Thu, 5 May 2011 07:47:00 -0700, Kenneth Crocker wrote:

Matti,

I would go over instructions with them that when they want email to
go “out”, they should NOT hit “Save Changes”, but to hit “Update
Ticket”. It sounds to me like they got confused as to which one to
hit.

Kenn
LBNL

On Thu, May 5, 2011 at 3:08 AM, Matti Taina wrote:

Hi everyone.

I tried googling for this for a while, so I hope it’s not
something as trivial as R’ing TFM.

What could be the cause for RT not sending email when replying to
a ticket? What happened is, that a helpdesk person was trying to
reply to a ticket several times, but only on their third try RT
sent
out the actual email message and printed "Outgoing email recorded"
on the ticket history. The first two trys only resulted in the
correspondence entry being printed on the ticket history, but no
email was sent and no message of outgoing email was printed. The
helpdesk person says that every try was identical and no changes
were made on the reply page, other than a change in ticket status
(between stalled and open).
The RT version is 3.8.8.

Thanks in advance,
Matti

Links:

[1] mailto:matti.taina@otaverkko.fi

Does hitting “Save Changes” save the correspondence entry to the ticket
history, though (I can’t test it myself at the moment)? If that is the
case, then your theory is indeed a possibility.

Clicking “Save Changes” does not save the correspondence entry to the
ticket.

Thomas

This could be related to the NotifyActor config setting.

If this person was updating the ticket and was the only person that was to
receive “correspondence”, and NotifyActor was set to off, it wouldn’t send
any emails…

HTH
Mike.On Thu, May 5, 2011 at 6:08 AM, Matti Taina matti.taina@otaverkko.fiwrote:

Hi everyone.

I tried googling for this for a while, so I hope it’s not something as
trivial as R’ing TFM.

What could be the cause for RT not sending email when replying to a ticket?
What happened is, that a helpdesk person was trying to reply to a ticket
several times, but only on their third try RT sent out the actual email
message and printed “Outgoing email recorded” on the ticket history. The
first two trys only resulted in the correspondence entry being printed on
the ticket history, but no email was sent and no message of outgoing email
was printed. The helpdesk person says that every try was identical and no
changes were made on the reply page, other than a change in ticket status
(between stalled and open).
The RT version is 3.8.8.

Thanks in advance,
Matti

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson@nosm.ca

This could be related to the NotifyActor config setting.

If this person was updating the ticket and was the only person that
was to receive “correspondence”, and NotifyActor was set to off, it
wouldn’t send any emails…

HTH
Mike.

Hi everyone.

I tried googling for this for a while, so I hope it’s not something
as trivial as R’ing TFM.

What could be the cause for RT not sending email when replying to a
ticket? What happened is, that a helpdesk person was trying to
reply
to a ticket several times, but only on their third try RT sent out
the actual email message and printed “Outgoing email recorded” on
the ticket history. The first two trys only resulted in the
correspondence entry being printed on the ticket history, but no
email was sent and no message of outgoing email was printed. The
helpdesk person says that every try was identical and no changes
were made on the reply page, other than a change in ticket status
(between stalled and open).
The RT version is 3.8.8.

Thanks in advance,
Matti

Actually I just noticed that the logs do have some memory errors:

Could not send mail with command /usr/sbin/sendmail -oi -t: couldn’t
execute program: Cannot allocate memory at
/usr/local/rt3.8/bin/…/lib/RT/Interface/Email.pm line 447.

I did some googling and it seems someone was able to fix this (or at
least something similar) by changing the Apache2 from worker MPM to
prefork MPM. Will give it a shot early tomorrow when there are no RT
users online.

http://www.gossamer-threads.com/lists/rt/users/82031

-Matti