RT 4.0.24 auto responder for email-submitted tickets not working


Our organization is using, what I’ve been told, is a heavily modified/customized version of RT 4.0.24. Unfortunately, the person who did said customization left a long time ago, and much of the changes went undocumented.

Anyway, we recently moved our servers over to Ubuntu and, around the same time the auto responder that sends a response when tickets are submitted via email stopped working. I volnteered to look into the issue, mostly because no one else wants to touch the system with a 10ft pole at this point =P.

Here’s what the original scrip that did the job looked like:

my $trans = $self->TransactionObj;
return 0 unless $trans->Type eq "Create";

my $msgattr = $trans->Message->First;
return 0 unless $msgattr;

return 0 unless $msgattr->GetHeader('Received');

# Do not do this for token renewal tickets
return 0 if $self->TicketObj->FirstCustomFieldValue('RequestType') =~ /tokenrenew/i;
return 1;

“Custom action preparation code” was set to 1;, same goes for “Custom action cleanup code”.

Near as I can tell, it’s based on the OnCreateFromEmail. I’m not sure why it broke to be honest. If someone could point me in the right direction on how to troubleshoot this, I’d really appreciate it.

If you guys need any more information, please let me know!