Requestors field is sometimes empty

I’m in the latter stages of preparing RT-3.4.1 for deployment. RT is
receiving and creating tickets from mail messages, but I noticed that
requestors were not receiving replies, which should be default behaviour
and is unchanged.

The log (for scrip#6: On Correspond Notify Requestors and Ccs with
template Correspondence) says: ‘No recipients found. Not sending.’

So I started to poke around and see what I could find.

In the ‘RT at a glance’ page’s ‘Quick search’ I can click on the queue
name and there is no value in the Requestors field. However, if bring
up the ticket itself, the Requestors field has a value.

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

In the ‘RT at a glance’ page’s ‘Quick search’ I can click on the queue
name and there is no value in the Requestors field. However, if bring
up the ticket itself, the Requestors field has a value.

Possibly a permissions problem?

http://wiki.bestpractical.com/index.cgi?PrivilegedUsers

Russell Mosemann, Ph.D. * Computing Services * Concordia University, Nebraska
"This message was manufactured with 80% post-consumer electrons."

Possibly a permissions problem?

I’m not sure which permissions you are suggesting that may be missing.
The requestor has (among many others) permission to create, and a ticket
is indeed created for this queue. The agent had, among many others,
SeeQueue rights and ReplyToTicket rights on that queue. But even if they
hadn’t the correct rights, surely it would have failed to update the
ticket and shown a permissions failed error? Instead the ticket was
correctly updated, but no requestor recipients were found for RT to send
mail to so it didn’t attempt to send notification mail. However, when
looking at the ticket, the requestor field has the correct value.

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines

Possibly a permissions problem?

I’m not sure which permissions you are suggesting that may be missing.
The requestor has (among many others) permission to create, and a ticket
is indeed created for this queue. The agent had, among many others,
SeeQueue rights and ReplyToTicket rights on that queue. But even if they
hadn’t the correct rights, surely it would have failed to update the
ticket and shown a permissions failed error? Instead the ticket was
correctly updated, but no requestor recipients were found for RT to send
mail to so it didn’t attempt to send notification mail. However, when
looking at the ticket, the requestor field has the correct value.

I have verified that the problem remains when examined with superuser
rights.

Duncan Hutty
System Administrator, ECE
Carnegie Mellon University

Please use informative subject lines