Reply via email from AdminCC does not go to Requestor

Hi everybody,

I am running a new installation of RT3.6, and most things work fine
except for the following:

A new user can send a mail to RT and properly get automatically
registered, and the AdminCCs get the new ticket notify sent to them.
If an AdminCC (or owner) uses the UI to reply, the Requestor is properly
sent a mail. However, if an AdminCC (or owner) sends a reply via email,
the other AdminCCs get notified, but not the Requestor.
In all cases the Requestor is different from the AdminCC (or owner)
sending the reply, and the Requestor is an unprivileged user.

I use the stock scrips:

  1. On Correspond Open Tickets with template Blank
  2. On Owner Change Notify Owner with template Transaction
  3. On Create Notify AdminCcs with template Transaction
  4. On Correspond Notify AdminCcs with template Admin Correspondence
  5. On Correspond Notify Requestors and Ccs with template Correspondence
  6. On Correspond Notify Other Recipients with template Correspondence
  7. On Comment Notify AdminCcs as Comment with template Admin Comment
  8. On Comment Notify Other Recipients as Comment with template
    Correspondence

Scrip 5 should be taking care of sending reply mail back to the
requestor. In the logs, I get the much discussed message:

Jul 30 15:32:06 rt RT:
rt-3.6.6-10700-1217399523-1220.10995-6-0@rt.example.com #10995/79531 -
Scrip 5 (/var/www/rt3/lib/RT/Action/SendEmail.pm:266)
Jul 30 15:32:06 rt RT:
rt-3.6.6-10700-1217399523-1220.10995-6-0@rt.example.com No recipients
found. Not sending. (/var/www/rt3/lib/RT/Action/SendEmail.pm:278)

The UI works, so maybe its a rights problem?
Currently the Requestor group has the following rights on the queue:
CreateTicket
ModifyTicket
ReplyToTicket
SeeQueue
ShowOutgoingEmail
ShowTicket
Watch

Also, NotifyActor is set to 1

I have searched the archives (and Google) and found there are people
with similar problems, but unfortunately without any solution that works
for me.

Any advice would be greatly appreciated.

Thanks,
Martin

At 7/30/2008 03:53 AM, =?ISO-2022-JP?B?GyRCJUElYyVzJUklaRsoQg==?= wrote:

Hi everybody,

I am running a new installation of RT3.6, and most things work fine
except for the following:

A new user can send a mail to RT and properly get automatically
registered, and the AdminCCs get the new ticket notify sent to them.
If an AdminCC (or owner) uses the UI to reply, the Requestor is properly
sent a mail. However, if an AdminCC (or owner) sends a reply via email,
the other AdminCCs get notified, but not the Requestor.
In all cases the Requestor is different from the AdminCC (or owner)
sending the reply, and the Requestor is an unprivileged user.

I use the stock scrips:

  1. On Correspond Open Tickets with template Blank
  2. On Owner Change Notify Owner with template Transaction
  3. On Create Notify AdminCcs with template Transaction
  4. On Correspond Notify AdminCcs with template Admin Correspondence
  5. On Correspond Notify Requestors and Ccs with template Correspondence
  6. On Correspond Notify Other Recipients with template Correspondence
  7. On Comment Notify AdminCcs as Comment with template Admin Comment
  8. On Comment Notify Other Recipients as Comment with template
    Correspondence

Scrip 5 should be taking care of sending reply mail back to the
requestor. In the logs, I get the much discussed message:

Sounds like the messages coming in from AdminCcs are comments rather
than replies. This could be simply because AdminCcs are replying to
messages generated by scrips 7 or 8, which is the correct behavior.
Or it could be that the queue’s reply & comment addresses are the
same - they should be different. Or perhaps there’s a mail config
issue (intended replies being forwarded to mailgate as comments).

Steve

Hello!

A new user can send a mail to RT and properly get automatically
registered, and the AdminCCs get the new ticket notify sent to them.
If an AdminCC (or owner) uses the UI to reply, the Requestor is properly
sent a mail. However, if an AdminCC (or owner) sends a reply via email,
the other AdminCCs get notified, but not the Requestor.
In all cases the Requestor is different from the AdminCC (or owner)
sending the reply, and the Requestor is an unprivileged user.

So If I understood it right, the person which send the reply to
the ticket, don’t get a reply. Independently if the sender is an
admin or a unprivileged user.

The UI works, so maybe its a rights problem?
but you can’t test it with the unprivileged user :wink:

Currently the Requestor group has the following rights on the queue:

hmm maybe this is the problem, maybe you can checke if the
problem still exist when you give the group 'everybody’
the right to reply and create tickets.

Also, NotifyActor is set to 1
This was of course what I thought first is the problem you have
"Set($NotifyActor, 1);" in the config file and restarted the
webserver?

I have searched the archives (and Google) and found there are people
with similar problems, but unfortunately without any solution that works
for me.

hmm rt is rather complicated with a lot of places to misconfigure.
As far as I can remember there was no issue with not
sending replies if configured, otherwise a lot of users would
complain.

regards

sven

Hi,

I am having a problem backing up the mysql db for our RT installation,

I can back it up correctly into an SQL file… move it to another machine with mysql running and get errors trying to restore it.

If I remove the attachments table from the restore then it restores fine,

the error i get is :

Error while executing this query:INSERT INTO rtdb.Attachments VALUES (179,455,178,’’,’’,NULL,‘text/plain’,‘none’

etc and then a mess of illedgable text.

I am looking into upgrading to the latest version of RT but I don’t want to do this until I can back everything up correctly.

Ideally I would like the attachments backed up though.

If
the attachment table can’t be saved what will happen if I restore this
DB on top of a new installation ? will I just not be able to browse the
attachments or will this make it so we are unable to browse the old
tickets?

I say this because the new RT will be running on a different machine as this one is coming to the end of it’s life unfortunatly.

Thanks in advance!

Andy
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Hi Sven,

Thank you very much for responding.

A new user can send a mail to RT and properly get automatically
registered, and the AdminCCs get the new ticket notify sent to them.
If an AdminCC (or owner) uses the UI to reply, the Requestor is properly
sent a mail. However, if an AdminCC (or owner) sends a reply via email,
the other AdminCCs get notified, but not the Requestor.
In all cases the Requestor is different from the AdminCC (or owner)
sending the reply, and the Requestor is an unprivileged user.

So If I understood it right, the person which send the reply to
the ticket, don’t get a reply. Independently if the sender is an
admin or a unprivileged user.

Actually, the person sending the reply is an AdminCC, and the person expecting
to get the reply but not getting it is the requestor. These two actors are
different people.

The UI works, so maybe its a rights problem?

but you can’t test it with the unprivileged user :wink:

Currently the Requestor group has the following rights on the queue:

hmm maybe this is the problem, maybe you can checke if the
problem still exist when you give the group 'everybody’
the right to reply and create tickets.

Thanks for the advice. I should have put this in my earlier mail,
The ‘everybody’ group already has the (global) right to create and reply to
tickets.

Also, NotifyActor is set to 1

This was of course what I thought first is the problem you have
"Set($NotifyActor, 1);" in the config file and restarted the
webserver?

Yes, the webserver has been restarted after changing the configuration, to no
avail.

I have searched the archives (and Google) and found there are people
with similar problems, but unfortunately without any solution that works
for me.

hmm rt is rather complicated with a lot of places to misconfigure.
As far as I can remember there was no issue with not
sending replies if configured, otherwise a lot of users would
complain.

Yeah, I would think it is one of the most basic functions of RT, and it is
frustrating that it doesn’t work…I figure I must just have it misconfigured
somewhere, so I would much appreciate your continued help to work me through
to the solution!

Thanks,
Martin

Hi Steve,

Thanks for the response!

Scrip 5 should be taking care of sending reply mail back to the
requestor. In the logs, I get the much discussed message:

Sounds like the messages coming in from AdminCcs are comments rather
than replies. This could be simply because AdminCcs are replying to
messages generated by scrips 7 or 8, which is the correct behavior.
Or it could be that the queue’s reply & comment addresses are the
same - they should be different. Or perhaps there’s a mail config
issue (intended replies being forwarded to mailgate as comments).

That’s an interesting thought, but the addressess for comments and
correspondence are different: q-a@ (–action correspond) and q-a-comment@
(–action comment), and looking at the maillog etc. it looks like everything
is properly coming from and going to the correspondence address.
Also, the log doesn’t indicate scrips 7 or 8 are being triggered (only 4,5 and
6 - with scrip 4 being properly executed), so that would indicate RT is
properly handling it as correspondence, but for some reason not picking up
the requestor address needed to execute scrip 5.

Thanks,
Martin

Hi,

Just so the record is complete, it turned out the problem was with the
mailing list application that I was using to forward mail into RT, and
not RT itself.
I don’t know exactly what was happening, but I suspect some header
information that RT was expecting was not there, or was in an unexpected
place.

Thanks to those that gave advice.

Cheers,
Martin