RT only sending email to Queue watcher after default scrips modified

RT Users
1

A couple of the default scrips on a customer’s installation (3.6.5) were
modified. Since then, RT is only emailing the Queue Watcher. The
biggest problem being that when tickets are generated by email, the
requestor isn’t getting an autoreply.

I went into RT and tracked down scrips 1 and 2, and rebuilt them to the
default conditions/actions/names. Even after restarting
Apache/MySQLd/Postfix, the same behavior persists.

I’m not 100% sure that it’s the scrip’ing that was the cause of the
problem, but it stood out as a possibility. I can’t think of any other
changes that have been made to the system that would have caused the
problems.

Any ideas?

Thanks,
Ben

Ben Weston
Maine Phone & Data
(207) 376-0137 x2202

2

Ben,

What are the settings for those scrips?

Kenn
LBNLOn 1/11/2008 2:28 PM, Ben Weston wrote:

A couple of the default scrips on a customer’s installation (3.6.5) were
modified. Since then, RT is only emailing the Queue Watcher. The
biggest problem being that when tickets are generated by email, the
requestor isn’t getting an autoreply.

I went into RT and tracked down scrips 1 and 2, and rebuilt them to the
default conditions/actions/names. Even after restarting
Apache/MySQLd/Postfix, the same behavior persists.

I’m not 100% sure that it’s the scrip’ing that was the cause of the
problem, but it stood out as a possibility. I can’t think of any other
changes that have been made to the system that would have caused the
problems.

Any ideas?

Thanks,
Ben

3

Hi Ben,

Double check that someone hasn’t “cleaned up” the templates by removing the
top blank line. The first line of a template generally needs to be blank
so that the mailer knows where the headers end and the message body
begins. This bites a LOT of people.

Regards,
Gene

At 02:28 PM 1/11/2008, Ben Weston wrote:

A couple of the default scrips on a customer’s installation (3.6.5) were
modified. Since then, RT is only emailing the Queue Watcher. The biggest
problem being that when tickets are generated by email, the requestor
isn’t getting an autoreply.

I went into RT and tracked down scrips 1 and 2, and rebuilt them to the
default conditions/actions/names. Even after restarting
Apache/MySQLd/Postfix, the same behavior persists.

I’m not 100% sure that it’s the scrip’ing that was the cause of the
problem, but it stood out as a possibility. I can’t think of any other
changes that have been made to the system that would have caused the problems.

Any ideas?

Thanks,
Ben

Gene LeDuc, GSEC
Security Analyst
San Diego State University