RT not sending e-mails to Requestors upon Ticket creation

(My apologies if this is a duplicate post. I wasn’t sure if it got
posted.)

Hello all,
I’m experiencing a problem with RT not sending e-mails to Requestors
when a Ticket is created. RT does send e-mails to Cc’s and AdminCc’s
upon the same ticket creations.

When I create a ticket, I don’t see entries in /var/log/maillog as I
see when e-mails are sent to Cc’s and AdminCc’s which seems to
indicate that RT is not even attempting to send e-mails to Requestors.

I haven’t changed the default Global Scrips, particularly, “On Create
Autoreply To Requestors”.

Is there some other configuration file or setting other than
RT_SiteConfig.pm and the Global Scrips that might effect e-mails to
Requestors? Has anyone seen this behavior in the past?(I’ve checked
on the “Googles” with no luck.)

I’m running RT 3.8.4 on RedHat EL 5 with Apache 2.2.3 and sendmail
8.13.8-2.el5. I’m also smart hosting e-mails to another mail server
via sendmail.

Contents of RT_SiteConfig.pm below:

Any configuration directives you include here will override

RT’s default configuration file, RT_Config.pm

To include a directive here, just copy the equivalent statement

from RT_Config.pm and change the value. We’ve included a single

sample value below.

This file is actually a perl module, so you can include valid

perl code, as well.

The converse is also true, if this file isn’t valid perl, you’re

going to run into trouble. To check your SiteConfig file, use

this comamnd:

perl -c /path/to/your/etc/RT_SiteConfig.pm

#Set( $rtname, ‘172.21.191.50’);
#Set( $rtname, ‘192.168.183.50’);
Set( $rtname, ‘.com’);

Set( $WebPath, ‘/rt’ );

Set($DatabasePassword , ‘password’);
Set($DatabaseUser, ‘rt_user’);

Size is expressed in bytes - 50MB

Set($MaxAttachmentSize, ‘50000000’);

1;

Jeff,

Could be a lot of things. Do you get any error message at all? Have you
tried re-creating this in a test environment with your config set to
Development (*Set($DevelMode, ‘1’);)? *This would greatly enhance our
chance to debugg the problem. Hope this helps.

Kenn
LBNLOn 1/6/2010 10:27 AM, Jeff Ilgen wrote:

(My apologies if this is a duplicate post. I wasn’t sure if it got
posted.)

Hello all,
I’m experiencing a problem with RT not sending e-mails to Requestors
when a Ticket is created. RT does send e-mails to Cc’s and AdminCc’s
upon the same ticket creations.

When I create a ticket, I don’t see entries in /var/log/maillog as I
see when e-mails are sent to Cc’s and AdminCc’s which seems to
indicate that RT is not even attempting to send e-mails to Requestors.

I haven’t changed the default Global Scrips, particularly, “On Create
Autoreply To Requestors”.

Is there some other configuration file or setting other than
RT_SiteConfig.pm and the Global Scrips that might effect e-mails to
Requestors? Has anyone seen this behavior in the past?(I’ve checked
on the “Googles” with no luck.)

I’m running RT 3.8.4 on RedHat EL 5 with Apache 2.2.3 and sendmail
8.13.8-2.el5. I’m also smart hosting e-mails to another mail server
via sendmail.

Contents of RT_SiteConfig.pm below:


Any configuration directives you include here will override

RT’s default configuration file, RT_Config.pm

To include a directive here, just copy the equivalent statement

from RT_Config.pm and change the value. We’ve included a single

sample value below.

This file is actually a perl module, so you can include valid

perl code, as well.

The converse is also true, if this file isn’t valid perl, you’re

going to run into trouble. To check your SiteConfig file, use

this comamnd:

perl -c /path/to/your/etc/RT_SiteConfig.pm

#Set( $rtname, ‘172.21.191.50’);
#Set( $rtname, ‘192.168.183.50’);
Set( $rtname, ‘.com’);

Set( $WebPath, ‘/rt’ );

Set($DatabasePassword , ‘password’);
Set($DatabaseUser, ‘rt_user’);

Size is expressed in bytes - 50MB

Set($MaxAttachmentSize, ‘50000000’);

1;


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