RT not sending out email on Forward

Hi,

I just upgraded RT from 4.0.19 to 4.2.8 on a Debian jessie system.

One issue I haven’t had any success in solving is that Forward
operations on tickets and transactions do not actually send out any
mail, even though they appear to be successful to the user. A
"forwarded" transaction is recorded in the ticket history, although no
"outgoing mail" transaction is created. I’ve made sure to test this with
an email address completely outside of RT and with tickets containing
correspondence (not only comments).

What’s more, other RT operations such as Correspond do actually send out
mail without any issues, so I’m confident I can rule out any issue with
the MTA.

I’ve looked at the logs (up to ‘debug’ level) in the hopes of catching
an error, to no avail. The MTA’s log doesn’t contain any traces of these
forwarded messages. I’ve checked permissions (granted) and templates
(contain default values) related to forwarding, and still, everything
appears normal.

Thanks,

Jérôme Charaoui
Technicien informatique
Collège de Maisonneuve

I found the problem: the scrips handling forwarded messages were simply
missing. Upon trying to recreate them, I also noticed the scrip
conditions related to forwarding messages were also missing… ouch!

I fixed my problem by first adding the scrip conditions via SQL and then
recreating the scrips via the web interface, using
https://github.com/bestpractical/rt/blob/rt-4.2.8/etc/initialdata as my
reference.

cheers!

Jérôme Charaoui
Technicien informatique
Collège de MaisonneuveLe 2015-08-07 15:08, Jérôme Charaoui a écrit :

Hi,

I just upgraded RT from 4.0.19 to 4.2.8 on a Debian jessie system.

One issue I haven’t had any success in solving is that Forward
operations on tickets and transactions do not actually send out any
mail, even though they appear to be successful to the user. A
"forwarded" transaction is recorded in the ticket history, although no
"outgoing mail" transaction is created. I’ve made sure to test this with
an email address completely outside of RT and with tickets containing
correspondence (not only comments).

What’s more, other RT operations such as Correspond do actually send out
mail without any issues, so I’m confident I can rule out any issue with
the MTA.

I’ve looked at the logs (up to ‘debug’ level) in the hopes of catching
an error, to no avail. The MTA’s log doesn’t contain any traces of these
forwarded messages. I’ve checked permissions (granted) and templates
(contain default values) related to forwarding, and still, everything
appears normal.

Thanks,