RT Not sending emails

RT Users
1

I have a number of global scripts configured that I had hopped would notify people when a new ticket is created:

On Create Autoreply To Requestors 	TransactionCreate 	On Create 	Autoreply To Requestors 	Autoreply
On Create Notify AdminCCs 	TransactionCreate 	On Create 	Notify AdminCcs 	Transaction
On Create Notify Recipients 	TransactionCreate 	On Create 	Notify Other Recipients 	Transaction
On Transaction Notify Owner 	TransactionCreate 	On Transaction 	Notify Owner 	Transaction

However, when I create a ticket only the “On Transaction” email is sent to the Owner. No emails are sent to CC, and no email is sent to the requestor. In the logs I see:

Jul 30 14:34:36 titan RT: error:    couldn't parse head; error near:#012Hello from Xxxxxxx Request Tracker System,#012-------------------------------------------------------------------------#012This message is in response to the creation of a trouble ticket regarding: (/usr/share/request-tracker3.8/lib/RT/Template_Overlay.pm:380)
Jul 30 14:34:37 titan RT: <rt-3.8.8-4456-1532925276-465.1327-15-0@xxxxx.com> #1327/11396 - Scrip 15 On Create Notify AdminCCs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
Jul 30 14:34:37 titan RT: <rt-3.8.8-4456-1532925276-465.1327-15-0@xxxxx.com> No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382)
Jul 30 14:34:37 titan RT: <rt-3.8.8-4456-1532925277-766.1327-16-0@xxxxx.com> #1327/11396 - Scrip 16 On Create Notify Recipients (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
Jul 30 14:34:37 titan RT: <rt-3.8.8-4456-1532925277-766.1327-16-0@xxxxxx.com> No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:382)
Jul 30 14:34:37 titan RT: <rt-3.8.8-4456-1532925277-1113.1327-17-0@xxxxxx.com> #1327/11396 - Scrip 17 On Transaction Notify Owner (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:284)
Jul 30 14:34:37 titan RT: <rt-3.8.8-4456-1532925277-1113.1327-17-0@xxxxxx.com> sent  To: rstuart@lubemobile.com.au (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:315)
Jul 30 14:34:37 titan RT: Ticket 1327 created in queue 'Email issues ' by xxxxxx (/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:673)

I fell like I’m missing something obvious. This is request-tracker3.8.

2

The obvious question is do you have any AdminCCs or other recipients for the tickets that you are creating?

3

No AdminCC’s, but there were two CC’s and of course the requestor should have got his autoresponse.

4

I assume this one was coming from the autoreply? Were there log lines before it for the same transaction? Looks like a template may be faulty or having difficulty in dealing with some aspect of the email seeing as that top error says the problem was in RT/Template_Overlay.pm.

5

I assume this one was coming from the autoreply?

Perhaps. I’m not sure how to debug this stuff.

Looks like a template may be faulty or having difficulty in dealing with some aspect of the email seeing as that top error says the problem was in RT/Template_Overlay.pm.

Yeah, that was my first thought too. The This message is in response to the creation of a trouble ticket regarding: message looked to from the autoresponse template. I did look at, but as far as I can tell it’s just the default:

Subject: AutoReply: {$Ticket->Subject}
Hello from Lube Mobile Request Tracker System,
-------------------------------------------------------------------------
This message is in response to the creation of a trouble ticket regarding:

"{$Ticket->Subject()}", 

Your ticket has been assigned an ID of [{$Ticket->QueueObj->SubjectTag || $rtname}  #{$Ticket->id()}].
Please include the string:

     [{$Ticket->QueueObj->SubjectTag || $rtname} #{$Ticket->id}]

in the subject line of all future correspondence about this issue. 
To do so, you may reply to this message.

        Thank you,
                    {$Ticket->QueueObj->CorrespondAddress()}
-------------------------------------------------------------------------\n
{$Transaction->Content()}
6

Thank you. You made me look a little harder. Turns out that couldn’t parse head; message is generated by Perl’s MIME parser which made me look a little harder at the auto reply template. And indeed, it was missing the blank line separating the headers from the message body.

So now autoresponding to the requester generates a good looking email. There is still no email being sent to the CC’s though. But now I’ve been spurred on by that success I’ll dig further.

7

Final problem fixed.

Apparently when creating a ticket the wiki’s documentation for “Other Recipients”, Email the addresses in the Cc: and Bcc: fields of a ticket’s reply or comment does not mean what I though it meant. Apparently the Cc’s in the ticket when created don’t count as “other recipiets”.

Thanks for your help.