RT not always notifying the ticket requestor

RT Users
1

We have a global scrip configured like so:

Description: CorrespondNotifyRequestorsCcs
Condition: On Correspond
Action: Notify Requestors and Ccs
Template: Global template Correspondence
Stage: TransactionCreate

Most of the time, this appears to be working perfectly, but we just had
a user complain that he never received any replies to his ticket and
when I looked at the ticket history on the web interface and the RT
server logs, I can see that this scrip never sent the email that it was
supposed to:

[Mon Aug 27 22:02:12 2007] [debug]: About to think about scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Mon Aug 27 22:02:12 2007] [debug]: About to prepare scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Mon Aug 27 22:02:12 2007] [debug]: Found 8 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Mon Aug 27 22:02:13 2007] [debug]: About to prepare scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:160)
[Mon Aug 27 22:02:13 2007] [debug]: Found 3 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356)
[Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:169)
[Mon Aug 27 22:02:13 2007] [info]: rt-3.4.5-22010-1188252132-1730.3989-5-0@rt-racf.bnl.gov #3989/89649 - Scrip 5 CorrespondNotifyAdminCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89651 (/usr/lib/rt/RT/Transaction_Overlay.pm:156)
[Mon Aug 27 22:02:13 2007] [info]: rt-3.4.5-22010-1188252132-1730.3989-5-0@rt-racf.bnl.gov sent To: Cc: Bcc: [–== email addresses stripped out ==–] (/usr/lib/rt/RT/Action/SendEmail.pm:297)
[Mon Aug 27 22:02:13 2007] [info]: rt-3.4.5-22010-1188252132-1730.3989-6-0@rt-racf.bnl.gov #3989/89649 - Scrip 6 CorrespondNotifyRequestorsCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [info]: rt-3.4.5-22010-1188252132-1730.3989-6-0@rt-racf.bnl.gov No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Mon Aug 27 22:02:13 2007] [info]: rt-3.4.5-22010-1188252132-1730.3989-7-0@rt-racf.bnl.gov #3989/89649 - Scrip 7 CorrespondNotifyOther (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [info]: rt-3.4.5-22010-1188252132-1730.3989-7-0@rt-racf.bnl.gov No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249)

Why does RT think there are no requestors to send the correspondence to?
Looking at ticket #3989 on the web interface clearly shows that there is
a requestor, and same with the rt command line:

$ rt show ticket/3989
id: ticket/3989
Queue: General
Owner: mccarthy
Creator: <username_removed>@bnl.gov
Status: resolved
Priority: 0
InitialPriority: 0
FinalPriority: 0
Requestors: <username_removed>@bnl.gov
Cc:
AdminCc:
Created: Sat Aug 25 18:24:07 2007
Starts: Not set
Started: Not set
Due: Not set
Resolved: Thu Aug 30 12:18:32 2007
Told: Thu Aug 30 12:18:32 2007
TimeEstimated: 0
TimeWorked: 0
TimeLeft: 0

Anyone have any ideas? Is this a bug? We are still using version
3.4.5.

~Jason

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2

Hi Jason,

Make sure that you have
Set($NotifyActor, 1);
in RT_SiteConfig.pm.

By default, RT’s Notify module filters out the requestor’s address; setting
$NotifyActor to 1 suppresses this behavior. If it’s not set, RT filters
out the requestor’s address before sending the e-mail, so if the requestor
was the only recipient then there are no recipients left and you get the
message you quoted in your log file. This is one reason that the
“Autoreply To Requestors” action is necessary - otherwise “Notify
Requestors” would do the same thing.

If you do have it set in your config file, it’s time to load up your scrips
and templates with $RT::Logger->debug(“Value = $value”) type statements and
see what the log file tells you.

Regards,
Gene

At 10:19 AM 9/5/2007, Jason A. Smith wrote:

Description: CorrespondNotifyRequestorsCcs
Action: Notify Requestors and Ccs

Most of the time, this appears to be working perfectly, but we just had
a user complain that he never received any replies to his ticket and
when I looked at the ticket history on the web interface and the RT
server logs, I can see that this scrip never sent the email that it was
supposed to:

[Mon Aug 27 22:02:13 2007] [info]:
rt-3.4.5-22010-1188252132-1730.3989-6-0@rt-racf.bnl.gov #3989/89649 -
Scrip 6 CorrespondNotifyRequestorsCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [info]:
rt-3.4.5-22010-1188252132-1730.3989-6-0@rt-racf.bnl.gov No recipients
found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249)
[Mon Aug 27 22:02:13 2007] [info]:
rt-3.4.5-22010-1188252132-1730.3989-7-0@rt-racf.bnl.gov #3989/89649 -
Scrip 7 CorrespondNotifyOther (/usr/lib/rt/RT/Action/SendEmail.pm:237)
[Mon Aug 27 22:02:13 2007] [info]:
rt-3.4.5-22010-1188252132-1730.3989-7-0@rt-racf.bnl.gov No recipients
found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249)

Why does RT think there are no requestors to send the correspondence to?
Looking at ticket #3989 on the web interface clearly shows that there is
a requestor, and same with the rt command line:

Anyone have any ideas? Is this a bug? We are still using version
3.4.5.

Gene LeDuc, GSEC
Security Analyst
San Diego State University