RT Not Sending Autoreply E-Mails On Ticket Creation Via E-Mail

RT Users
1

I have an RT 4.2.11 instance that is not sending autoreply messages
when tickets are created via e-mail. If you create a ticket on behalf
of a user through the web form, an autoreply is sent. It’s only when
a ticket is created via e-mail that an autoreply is not sent. The
Sendmail log file shows no attempt to send an autoreply, and no
outbound e-mail is recorded in the ticket’s transaction history.

My global scrips screen is attached. There are no queue-specific scrips.

What would cause RT to not send autoreplys to requestors when tickets
are created via e-mail?

Tim Gustafson
tjg@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A

2

I have an RT 4.2.11 instance that is not sending autoreply messages
when tickets are created via e-mail. If you create a ticket on behalf
of a user through the web form, an autoreply is sent. It’s only when
a ticket is created via e-mail that an autoreply is not sent. The
Sendmail log file shows no attempt to send an autoreply, and no
outbound e-mail is recorded in the ticket’s transaction history.

Hi Tim,

Set the log level to debug, and compare the output of creating a ticket
in the UI and via email. Heres the config I use:

Set($LogToFile, ‘debug’);
Set($LogDir, ‘/opt/rt4/var/log’);
Set($LogToFileNamed, ‘rt.log’);

Regards,

3

Set the log level to debug, and compare the output of creating a ticket in
the UI and via email. Heres the config I use:

Here’s what I see:

Committing scrip #5 on txn #28447 of ticket #1938
(/usr/local/lib/perl5/site_perl/RT/Scrips.pm:290)
Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x81294e168), id 28447
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:624)
Working on mailfield To; recipients are
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:640)

So that last line is the one that’s odd; the “recipients are” part
seems to suggest that there should be a recipient listed there, but
it’s not. Here’s the same section for a ticket created via the web:

Committing scrip #5 on txn #28453 of ticket #1939
(/usr/local/lib/perl5/site_perl/RT/Scrips.pm:290)
Calling SetRecipientDigests for transaction
RT::Transaction=HASH(0x813452d68), id 28453
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:624)
Working on mailfield To; recipients are tjg@ucsc.edu
(/usr/local/lib/perl5/site_perl/RT/Action/SendEmail.pm:640)

I think the problem is that NotifyActor is set to 0; when I changed it
to 1, the e-mail originator got their autoreply. But it seems to me
that an autoreply should go out, even if NotifyActor is set to 0. Did
something change around that option recently?

Tim Gustafson
Technical Lead, Baskin School of Engineering
tjg@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A

4

I think the problem is that NotifyActor is set to 0; when I changed it
to 1, the e-mail originator got their autoreply. But it seems to me
that an autoreply should go out, even if NotifyActor is set to 0. Did
something change around that option recently?

This is the difference between the Notify* actions, which respects the
NotifyActor setting, and the “Autoreply To Requestors” action, which
sends always an auto reply regarding of the NotifyActor setting.

The screen shot of your scrips shows, that you only user the Notify*
actions and don’t have a script which uses the “Autoreply To Requestors”
action.
The “On Create Autoreply To Requestors” scrip [1], which is created on
RT installation, is missing.

Chris

[1]

5

The screen shot of your scrips shows, that you only user the Notify*
actions and don’t have a script which uses the “Autoreply To Requestors”
action.

The “On Create Autoreply To Requestors” scrip [1], which is created on
RT installation, is missing.

Ahh, that did it. I changed the autoreply scrip to use the “Autoreply
to Requestors” action, and now it seems to be working. Thanks for the
pointer!

Tim Gustafson
Technical Lead, Baskin School of Engineering
tjg@ucsc.edu
831-459-5354
Baskin Engineering, Room 313A