Reply to requestor problem

We just upgraded from RT2 (very old) to RT 3.4.4 and for some reason when we
reply to a
ticket, the reply to requestors never happen. We can submit a new ticket via
email no problem, so incoming, the mailgate is working well, but outgoing, it
doesn’t do anything but the autoreply we set up. The autoreply does work, so
the issue is not sendmail.

Also, on the replying screen there are two buttons, “Update Ticket” and “Save
Changes”, which one should we be using to correspond with our requestors?? Save
changes appears to do nothing useful and update ticket, seems to do something,
but no dialog returned that confirms message sent.

We’re running Redhat 4 EL with Apache 2.

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

We just upgraded from RT2 (very old) to RT 3.4.4 and for some reason when we
reply to a
ticket, the reply to requestors never happen. We can submit a new ticket via
email no problem, so incoming, the mailgate is working well, but outgoing, it
doesn’t do anything but the autoreply we set up. The autoreply does work, so
the issue is not sendmail.

Also, on the replying screen there are two buttons, “Update Ticket” and “Save
Changes”, which one should we be using to correspond with our requestors?? Save
changes appears to do nothing useful and update ticket, seems to do something,
but no dialog returned that confirms message sent.

We’re running Redhat 4 EL with Apache 2.

Do you have a Scrip with the description:

On Correspond Notify Requestors and Ccs with template Correspondence

— You wrote:

— You wrote:

Do you have a Scrip with the description:

On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —

Yes, and have is set as Global scrip.

Do you have RT configured to record outgoing e-mail?
— end of quote —

I believe so, I sent your question to the server admin. We do receive a message
when we resolve a ticket, but no content, when we reply to one. Really strange.

Are any outgoing e-mails recorded in your tickets? (should have a [show] link)

Also, always CC rt-users. Everyone should be able to participate in the discussion.

-Todd

— You wrote:

— You wrote:

Do you have a Scrip with the description:

On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —

Yes, and have is set as Global scrip.

Do you have RT configured to record outgoing e-mail?
— end of quote —

maybe this helps:

RT Variables

This is the one I was looking for:

RT::RecordOutgoingEmail 1

So are the e-mails you expect to be sent recorded in the ticket?

forgot to CC the list, a few coming through

— Forwarded message from Anthony D. Green —

Date: 31 Oct 2005 13:50:26 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)

— You wrote:

Do you have a Scrip with the description:

On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —

Yes, and have is set as Global scrip.

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— End of forwarded text —

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— Forwarded message from Anthony D. Green —

Date: 31 Oct 2005 14:16:32 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)

— You wrote:On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote:

— You wrote:

Do you have a Scrip with the description:

On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —

Yes, and have is set as Global scrip.

Do you have RT configured to record outgoing e-mail?
— end of quote —

maybe this helps:

RT Variables
RT::AmbiguousDayInPast 1
RT::BasePath /opt/rt3
RT::BinPath /opt/rt3/bin
RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm
RT::CommentAddress RT_CommentAddressNotSet
RT::CorrespondAddress RT_CorrespondAddressNotSet
RT::DatabaseHost localhost
RT::DatabaseName rt3
RT::DatabasePassword Password not printed
RT::DatabaseRTHost localhost
RT::DatabaseType mysql
RT::DatabaseUser rt_user
RT::DateDayBeforeMonth 1
RT::DefaultSearchResultFormat ‘id/TITLE:#’, ‘Subject/TITLE:Subject’,
Status, QueueName, OwnerName, Priority, ‘NEWLINE’, ‘’,
Requestors’, ‘CreatedRelative’,
ToldRelative’, ‘LastUpdatedRelative’,
'TimeLeft
RT::EmailOutputEncoding utf-8
RT::EtcPath /opt/rt3/etc
RT::FriendlyFromLineFormat “%s via RT” <%s>
RT::FriendlyToLineFormat “%s of Dartmouth.org Ticket #%s”:;
RT::LocalEtcPath /opt/rt3/local/etc
RT::LocalLexiconPath /opt/rt3/local/po
RT::LocalPath /opt/rt3/local
RT::LogDir /opt/rt3/var/log
RT::LogToFileNamed rt.log
RT::LogToScreen error
RT::LogToSyslog debug
RT::LogoURL /rt/NoAuth/images/bplogo.gif
RT::LoopsToRTOwner 1
RT::MailCommand sendmailpipe
RT::MasonComponentRoot /opt/rt3/share/html
RT::MasonDataDir /opt/rt3/var/mason_data
RT::MasonLocalComponentRoot /opt/rt3/local/html
RT::MasonSessionDir /opt/rt3/var/session_data
RT::MaxAttachmentSize 10000000
RT::MaxInlineBody 13456
RT::MessageBoxWidth 72
RT::MessageBoxWrap HARD
RT::MinimumPasswordLength 7
RT::MyRequestsLength 10
RT::MyTicketsLength 10
RT::Organization Dartmouth.org
RT::OwnerEmail joseph.l.hill@dartmouth.edu
RT::RTAddressRegexp ^rt@example.com$
RT::RecordOutgoingEmail 1
RT::RedistributeAutoGeneratedMessages 1
RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments -oi -t
RT::SendmailPath /usr/sbin/sendmail
RT::Timezone US/Eastern
RT::UseFriendlyFromLine 1
RT::VERSION 3.4.4
RT::VarPath /opt/rt3/var
RT::WebBaseURL http://localhost
RT::WebFlushDbCacheEveryRequest 1
RT::WebImagesURL /rt/NoAuth/images/
RT::WebPath /rt
RT::WebURL http://localhost/rt/
RT::rtname Dartmouth.org
Perl configuration

Summary of my perl5 (revision 5 version 8 subversion 5) configuration:
Platform:
osname=linux, osvers=2.4.21-27.0.2.elsmp, archname=i386-linux-thread-multi
uname=‘linux decompose.build.redhat.com 2.4.21-27.0.2.elsmp #1 smp wed jan
12 23:35:44 est 2005 i686 i686 i386 gnulinux ‘
config_args=’-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4
-Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root@localhost -Dcc=gcc
-Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
-Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads
-Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow
-Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005
-Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2
5.8.1 5.8.0’
hint=recommended, useposix=true, d_sigaction=define
usethreads=define use5005threads=undef useithreads=define
usemultiplicity=define
useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
use64bitint=undef use64bitall=undef uselongdouble=undef
usemymalloc=n, bincompat5005=undef
Compiler:
cc=‘gcc’, ccflags =’-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING
-fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE
-D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm’,
optimize=’-O2 -g -pipe -m32 -march=i386 -mtune=pentium4’,
cppflags=’-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe
-I/usr/local/include -I/usr/include/gdbm’
ccversion=’’, gccversion=‘3.4.4 20050721 (Red Hat 3.4.4-2)’,
gccosandvers=’‘
intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234
d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
ivtype=‘long’, ivsize=4, nvtype=‘double’, nvsize=8, Off_t=‘off_t’,
lseeksize=8
alignbytes=4, prototype=define
Linker and Libraries:
ld=‘gcc’, ldflags =’ -L/usr/local/lib’
libpth=/usr/local/lib /lib /usr/lib
libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc
perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc
libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so
gnulibc_version=‘2.3.4’
Dynamic Linking:
dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags=’-Wl,-E
-Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE’
cccdlflags=’-fPIC’, lddlflags=’-shared -L/usr/local/lib’

$BB|’ RT 3.4.4 Copyright 1996-2005 Best Practical Solutions, LLC.

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— End of forwarded text —

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— Forwarded message from Anthony D. Green —

Date: 31 Oct 2005 14:22:58 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)

— You wrote:On Mon, Oct 31, 2005 at 02:16:32PM -0500, Anthony D. Green wrote:

— You wrote:
On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote:

— You wrote:

Do you have a Scrip with the description:

On Correspond Notify Requestors and Ccs with template Correspondence
— end of quote —

Yes, and have is set as Global scrip.

Do you have RT configured to record outgoing e-mail?
— end of quote —

maybe this helps:

RT Variables

This is the one I was looking for:

RT::RecordOutgoingEmail 1

So are the e-mails you expect to be sent recorded in the ticket?
— end of quote —

No we don’t see that

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— End of forwarded text —

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— Forwarded message from Anthony D. Green —

Date: 31 Oct 2005 14:38:04 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)

— You wrote:

Are any of the outgoing e-mails recorded, such as the auto-reply on
ticket creation?
— end of quote —

No. not on create, but we do get a string of correspondence…I was set as
a watcher on a queue for a while and do receive mail as a watcher OnCreate
notify Admins with Template Transaction, so that is/was working. We normally
get way too many tickets to be notified each time.

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— End of forwarded text —

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— Forwarded message from Anthony D. Green —

Date: 31 Oct 2005 14:39:19 EST
From: Anthony D. Green
Subject: Re: [rt-users] Reply to requestor problem
To: todd@chaka.net (Todd Chapman)

— You wrote:

Are any of the outgoing e-mails recorded, such as the auto-reply on
ticket creation?
— end of quote —

I just readded myself as a watcher to see if it still works.

By the way-thanks for responding.

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.

— End of forwarded text —

When the box said “requires Windows XP or better,” I installed Linux!

Anthony D. Green '44A
User Support Analyst
Dartmouth College
Alumni Information Resources
6068 Blunt Alumni Center
Hanover, NH, 03755

http://alumni.dartmouth.edu/

603-646-0974
Fax 603-646-1600

IMPORTANT
You may access the new ONLINE DIRECTORY using your VAN Email user name and
password.

This email message contains information that may be confidential. Use by
parties other than the intended recipient is unauthorized and prohibited.
Please contact the sender if you received this transmission in error. Thank
you.