RT not generating email for CCs/AdminCCs

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We’ve just recently upgraded our RT install to version 3.6.5. It
looks like, under the new version, CC users and AdminCC users aren’t
receiving email about ticket updates. Requesters are getting
email, so I know RT is capable of sending. According to my mail
logs, there isn’t even an attempt at sending messages to CC/AdminCC
users.

I’ve gone through the new RT_Config.pm and don’t see any
configuration options that directly relate to this. I’d considered
that the $RedistributeAutoGeneratedMessages setting might affect
this, but the AdminCCs and CCs being added are all manually created
RT users with privileges.

Do we just have the wrong expectation for how RT should be behaving
here?

I’ve done a bit of googling around for this, but didn’t have much
luck. Does this sound familiar to anyone?

My (slightly sanitized) RT_SiteConfig.pm is included below.

My appreciation for any suggestions.
Matt

Set($rtname, ‘Foo’);
Set($Organization, “Foo”);
Set($Timezone, ‘America/Toronto’);
Set($OWnerEmail, ‘admin@foo.ca’);
Set($LogToFile, ‘debug’);
@LogToSyslogConf = (socket=>‘inet’);
Set($WebBaseURL, “https://ticket.foo.ca”);
Set($RedistributeAutoGeneratedMessages, ‘privileged’);
@ActiveStatus = qw( new open patched tested stalled );
Set($WebSessionClass , ‘Apache::Session::File’);
1;

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Matt,

Based on your comment about not seeing attempts in the log, it SOUNDS 

like there isn’t a specific scrip for XX activity for AdminCc and Cc’s,
but since I’m sure you checked that, so it may be something else. I
assume these persons were getting email for this activity before? What
type of updates to the ticket are you talking about? When you upgraded,
did you do anything with the tables involving scrips? Did you create NEW
notification scrips or accidentally disable some?

Kenn
LBNLOn 12/6/2007 7:36 AM, Matt Pounsett wrote:

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We’ve just recently upgraded our RT install to version 3.6.5. It looks
like, under the new version, CC users and AdminCC users aren’t receiving
email about ticket updates. Requesters are getting email, so I know
RT is capable of sending. According to my mail logs, there isn’t even
an attempt at sending messages to CC/AdminCC users.

I’ve gone through the new RT_Config.pm and don’t see any configuration
options that directly relate to this. I’d considered that the
$RedistributeAutoGeneratedMessages setting might affect this, but the
AdminCCs and CCs being added are all manually created RT users with
privileges.

Do we just have the wrong expectation for how RT should be behaving here?

I’ve done a bit of googling around for this, but didn’t have much luck.
Does this sound familiar to anyone?

My (slightly sanitized) RT_SiteConfig.pm is included below.

My appreciation for any suggestions.
Matt

Set($rtname, ‘Foo’);
Set($Organization, “Foo”);
Set($Timezone, ‘America/Toronto’);
Set($OWnerEmail, ‘admin@foo.ca’);
Set($LogToFile, ‘debug’);
@LogToSyslogConf = (socket=>‘inet’);
Set($WebBaseURL, “https://ticket.foo.ca”);
Set($RedistributeAutoGeneratedMessages, ‘privileged’);
@ActiveStatus = qw( new open patched tested stalled );
Set($WebSessionClass , ‘Apache::Session::File’);
1;

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=c6aC
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Hash: SHA1On 2007-Dec-06, at 13:00, Kenneth Crocker wrote:

Matt,

Based on your comment about not seeing attempts in the log, it
SOUNDS like there isn’t a specific scrip for XX activity for
AdminCc and Cc’s, but since I’m sure you checked that, so it may be
something else. I assume these persons were getting email for this
activity before? What type of updates to the ticket are you talking
about? When you upgraded, did you do anything with the tables
involving scrips? Did you create NEW notification scrips or
accidentally disable some?

For that particular behaviour, we’re just using the default scrips.
I haven’t specifically checked that because the database we’re using
is an import/upgrade from the old one, and the old (default) scrips
should be there… and I haven’t made any changes to scrips in well
over a year.

I hadn’t actually considered that they may have stopped working for
some reason, but I can check that (I think). I haven’t seen any
errors logged anywhere related to this though, so I’ll have to do
some reading to figure out how to even debug that.

Thanks for the idea. I’ll check into it.

Matt

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Matt,

Navigate to Congifuration>Global>Scrips and tell me what scrips are 

listed. Then, navigate to Congifuration>Queues>(select the queue we are
discussing)>Scrips and tell me what scrips are listed. That will give us
a good start on finding out what is going on.

Kenn
LBNLOn 12/6/2007 10:07 AM, Matt Pounsett wrote:

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On 2007-Dec-06, at 13:00, Kenneth Crocker wrote:

Matt,

Based on your comment about not seeing attempts in the log, it 

SOUNDS like there isn’t a specific scrip for XX activity for AdminCc
and Cc’s, but since I’m sure you checked that, so it may be something
else. I assume these persons were getting email for this activity
before? What type of updates to the ticket are you talking about? When
you upgraded, did you do anything with the tables involving scrips?
Did you create NEW notification scrips or accidentally disable some?

For that particular behaviour, we’re just using the default scrips. I
haven’t specifically checked that because the database we’re using is an
import/upgrade from the old one, and the old (default) scrips should be
there… and I haven’t made any changes to scrips in well over a year.

I hadn’t actually considered that they may have stopped working for some
reason, but I can check that (I think). I haven’t seen any errors
logged anywhere related to this though, so I’ll have to do some reading
to figure out how to even debug that.

Thanks for the idea. I’ll check into it.

Matt

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Hash: SHA1On 2007-Dec-06, at 13:21, Kenneth Crocker wrote:

Matt,

Navigate to Congifuration>Global>Scrips and tell me what scrips
are listed. Then, navigate to Congifuration>Queues>(select the
queue we are discussing)>Scrips and tell me what scrips are listed.
That will give us a good start on finding out what is going on.

Sorry… to be more specific, I meant to say that I wouldn’t know how
to debug malfunctioning scrips. Figuring out which ones are there
and should be doing things is pretty straight-forward.

Having gone to do that, It’s starting to look to me like our problem
is a combination of two things:

  1. Incorrect assumptions about the default behaviour of the CC field
  2. Inconsistent use of CC and AdminCC by my users (and imprecise
    problem reporting)

I’ve been a bit more direct in my questioning of users, and dug
around a bit more, and here’s what I’ve found:

It seems that my interpretation of the default “On
{Comment,Correspond} Notify Other Recipients as…” scrips was wrong

  • – I’d assumed “Other Recipients” would include CC’d users, and it
    looks like it doesn’t. Does that sound correct to you?

On top of that, my users seem to be trying to use CC and AdminCC
interchangeably, resulting in inconsistent behaviour with regard to
mail going out (which might be my fault since I wasn’t even clear on
the difference).

I think the “fix” here might simply be writing up some simple process
for the developers/testers to follow.

Thanks for the pointers!
Matt

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Matt,

I think you're right about the understanding and the inconsistent 

procedures as a result. Let’s see if I can help:
For the “QUEUE” an AdminCc or CC watcher will be recipients of email
notification IF there is a notification scrip where the action is
"Notify AdminCc, CC’s…) or even spererate “Notify AdminCc”, “Notify
CC” where the condition is whatever. When the condition is “On
Correspondence” it means email sent to/from that queue/ticket. “On
Comment” means when someone makes a comment on a ticket in said queue.
“On Create” and the others are self explanatory. “Others” (as an action
recipient) refers to a user that is added to the “cc” or “Admincc"
people portion of an individual ticket.
What this means is, when you set up the queue, the users you identify
as the “Watchers” are ALWAYS going to get a notification on ANY ticket
IF and ONLY IF there is a notification scrip that applies to the
condition AND the action is to notify the watchers (“AdminCc” & “CC”).
For any other person to get an email for said action, you need to have
those users added to the appropriate “PEOPLE” section of the specific
ticket AND have ANOTHER scrip for that condition with the action being
"Notify Others …”.
What we do is have our “AdminCc” watcher function as the administrator
of the queue (be the person that monitors ticket
activity/ownership/resolution/granting groups privileges to the queue)
and set up notification scrips for when that person wants one, like “on
create” and “on resolve”. If they want to know every time someone makes
a comment or sends an email to/about a ticket, then we set up a
notification scrip for “On Correspond” or “On Comment”, with the action
set to “Notify AdminCc”. Some Queue Admins don’t want to be inundated
with email.
I would recommend sitting down with your people and discuss exactly how
you want RT to be used and administrated and set up everything
accordingly, as a whole and queue by queue. Watch out for setting up
privileges redundantly. Hope this helps.

Kenn
LBNLOn 12/6/2007 10:56 AM, Matt Pounsett wrote:

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On 2007-Dec-06, at 13:21, Kenneth Crocker wrote:

Matt,

Navigate to Congifuration>Global>Scrips and tell me what scrips 

are listed. Then, navigate to Congifuration>Queues>(select the queue
we are discussing)>Scrips and tell me what scrips are listed. That
will give us a good start on finding out what is going on.

Sorry… to be more specific, I meant to say that I wouldn’t know how to
debug malfunctioning scrips. Figuring out which ones are there and
should be doing things is pretty straight-forward.

Having gone to do that, It’s starting to look to me like our problem is
a combination of two things:

  1. Incorrect assumptions about the default behaviour of the CC field
  2. Inconsistent use of CC and AdminCC by my users (and imprecise problem
    reporting)

I’ve been a bit more direct in my questioning of users, and dug around a
bit more, and here’s what I’ve found:

It seems that my interpretation of the default “On {Comment,Correspond}
Notify Other Recipients as…” scrips was wrong - – I’d assumed “Other
Recipients” would include CC’d users, and it looks like it doesn’t.
Does that sound correct to you?

On top of that, my users seem to be trying to use CC and AdminCC
interchangeably, resulting in inconsistent behaviour with regard to mail
going out (which might be my fault since I wasn’t even clear on the
difference).

I think the “fix” here might simply be writing up some simple process
for the developers/testers to follow.

Thanks for the pointers!
Matt

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I think I have a similar issue trying to understand how the CC field
works on the Resolve Ticket page.

The Watchers CC and Watchers AdminCC work fine (after changing the
default scrip #10). When a ticket is resolved they receive an email.
Good.

But my users also want to add email addresses ‘on the fly’ to a ticket
resolution. Isn’t it what this CC field is about? I am not talking
about the Watcher CC.

Watching the email server log shows that RT does not send anything to
the CC field.

(This is on RT 3.6.5 updated from 3.6.4).

Thanks,
Thierry

For Scrip purposes, CC and BCC on the Ticket/Update.html page are
considered Others. You will want to use a Notify Others scrip on that
queue.

Thierry Thelliez wrote:

This is strange. About the scrip, the log says:

No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:278)

But I did enter an email address in the CC field.

Thierry

I must be missing something…I added a simple scrip:

Condition: On Resolve
Action: Notify Other Recipients
Template: Global template: Resolved
Stage: TransactionCreate

And there is still no emails going out for CCs. Do I need special
rights? I played with adding Watcher rights to Everybody and
Unpriviledges but no luck.

Thanks for any help.
Thierry

I am still stuck trying to have the CC field working (not the watcher): .

According to the log, my added scrip (On Resolve Notify Other
Recipients with template Resolved) is called but no emails are going
out for the CC field: ‘No recipients found. Not sending.’.

On the other hand, the default scrip #9 (On Comment Notify Other
Recipients as Comment with template Correspondence) works for the CC
field (if some text is present in the Message box).

What am I missing?

Thierry

The first line of your Resolved template is a blank line, correct?

At 02:37 PM 4/22/2008, Thierry Thelliez wrote:

I am still stuck trying to have the CC field working (not the watcher): .

According to the log, my added scrip (On Resolve Notify Other
Recipients with template Resolved) is called but no emails are going
out for the CC field: ‘No recipients found. Not sending.’.

On the other hand, the default scrip #9 (On Comment Notify Other
Recipients as Comment with template Correspondence) works for the CC
field (if some text is present in the Message box).

What am I missing?

Thierry


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Thierry,

Offhand, I can only think of a couple reasons. One is that the User ID 

you specified in the ticket CC field is invalid for some reason (not
privileged or not in User table). The other is that your scrip should
say the action is “Notify CC’s” and not “Notify Others”. I’d got to the
DB first to see if you can see the user ID you are entering. Maybe the
CC field needs the entire email address and not just the user id? Hope
this helps.

Kenn
LBNLOn 4/22/2008 2:37 PM, Thierry Thelliez wrote:

I am still stuck trying to have the CC field working (not the watcher): .

According to the log, my added scrip (On Resolve Notify Other
Recipients with template Resolved) is called but no emails are going
out for the CC field: ‘No recipients found. Not sending.’.

On the other hand, the default scrip #9 (On Comment Notify Other
Recipients as Comment with template Correspondence) works for the CC
field (if some text is present in the Message box).

What am I missing?

Thierry


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Gene, the first line was not blank. I added an empty line but it did
not change anything as far as the emailing is concerned.

Same: No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:278)

Thierry

Kenn,
I did not enter a userID. I used a valid email address. This email
address is picked up by the default scrip#9 but not by the one I
added…

I tested with another condition (On Status Change) and again the
Notify Other Recipients is not getting the CC email address.

Using Notify CCs emails the Watchers CCs. But it is not emailing the
email addresses in the CC field of the Resolve ticket form.

Thierry

Thierry,

For the scrips you are executing, does the action say "Notify Others"?

Kenn
LBNLOn 4/22/2008 3:49 PM, Thierry Thelliez wrote:

Kenn,
I did not enter a userID. I used a valid email address. This email
address is picked up by the default scrip#9 but not by the one I
added…

I tested with another condition (On Status Change) and again the
Notify Other Recipients is not getting the CC email address.

Using Notify CCs emails the Watchers CCs. But it is not emailing the
email addresses in the CC field of the Resolve ticket form.

Thierry


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The action says ‘Notify Other Recipients’. I do not have ‘Notify
Others’ as an option,

The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4.

Thierry

At Tuesday 4/22/2008 05:37 PM, Thierry Thelliez wrote:

I am still stuck trying to have the CC field working (not the watcher): .

According to the log, my added scrip (On Resolve Notify Other
Recipients with template Resolved) is called but no emails are going
out for the CC field: ‘No recipients found. Not sending.’.

On the other hand, the default scrip #9 (On Comment Notify Other
Recipients as Comment with template Correspondence) works for the CC
field (if some text is present in the Message box).

What am I missing?

Thierry

Thierry,

The issue is that there’s no way in the UI to specify “other
recipients” for a resolve transaction. The “other recipients” actions
can only be used in the context of a reply or comment. It’s not
immediately obvious, but if you resolve the ticket from
Ticket/Update.html, there are two transactions in play - a comment
(if you enter something in the message box) and a resolve. The other
recipients you enter in the Cc/Bcc fields apply to the comment, not
the resolve.

Steve

Steve,

Thanks for the great explanation.

It makes sense. But isn’t there a usability issue on the Ticket/Update
page? If you can fill the CC field without a Message, then the results
are not as expected (looking at a classic email interface, Outlook for
example). At a minimum an error message should mention that the CCs
were not emailed.

Maybe there is a way to make the CC emailing happen with a custom Scrip?

Thierry

Thiery,

We have 3.6.4 and no problem. "Notify Other Recipients" is what I was 

talking about so that’s ok. HHHMMM. Perhaps there is a config setting
that checks the USERS table for unprivileged users before it sends out
an email, I don’t know. I think at this point, we can say the scrip and
template (no changes in template?) are OK and it must be something with
your config settings or the way your RT is working with your mailgate or
something like that. Sorry I couldn’t be of more help.

Kenn
LBNLOn 4/22/2008 8:54 PM, Thierry Thelliez wrote:

The action says ‘Notify Other Recipients’. I do not have ‘Notify
Others’ as an option,

The RT version used is 3.6.6 updated from 3.6.5, updated in turn from 3.6.4.

Thierry


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