RT / RTIR not sending mail to Correspondents when launching an investigation

RTIR
1

We’re running our RTIR setup for more than 4 weeks now, currently in a “near productive” mode.
We’re quite certain that we used to be able to send email to external recipients by launching an investigation and entering their email address into the “Correspondents” field, but this stopped working somewhen.

I’ve searched through the mailinglist already, but only found http://permalink.gmane.org/gmane.comp.bug-tracking.request-tracker.user/74385 which didn’t help.

For an example investigation I entered a colleagues email address into the correspondent field and left all other recipient fields empty. The debug log doesn’t even show the correspondent mail address.
I’m wondering if the indented lines “Working on mailfield: To” somehow give a clue of the problem?

(I’ve anonymized all user names and email addresses in the following debug output, I hope the original meaning is still there)

[27673] [Thu Dec 4 16:44:56 2014] [debug]: Found MakeClicky cache (/opt/rt4/share/html/Elements/MakeClicky:144)
[27673] [Thu Dec 4 16:44:56 2014] [debug]: Rendering attachment #13080 of ‘text/html’ type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/html - [TESTINCIDENT] Testsubject(/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: About to prepare scrips for transaction #60726 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:187)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Found 4 scrips for TransactionCreate stage with applicable type(s) AddLink for txn #60726 on ticket #5212 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:495)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Skipping Scrip #11 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
[27669] [Thu Dec 4 16:45:10 2014] [debug]: Skipping Scrip #28 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Skipping Scrip #35 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: About to commit scrips for transaction #60726 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:210)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Committing scrip #13 on txn #60726 of ticket #5212 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) AddLink for txn #60726 on ticket #5212 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:495)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: About to prepare scrips for transaction #60727 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:187)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Found 8 scrips for TransactionCreate stage with applicable type(s) Create for txn #60727 on ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:495)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-940.5221-8-0@localhost not sending to owneraddress@example.com, creator of the transaction, due to NotifyActor setting (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:840)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/plain - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/html - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Encode::Guess guessed encoding: utf8 (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Encode::Guess guessed encoding: utf8 (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/plain - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/html - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Encode::Guess guessed encoding: utf8 (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Encode::Guess guessed encoding: utf8 (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/plain - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Converting ‘utf-8’ to ‘utf-8’ for text/html - Subjectless message (/opt/rt4/sbin/…/lib/RT/I18N.pm:295)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Encode::Guess guessed encoding: utf8 (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Encode::Guess guessed encoding: utf8 (/opt/rt4/sbin/…/lib/RT/I18N.pm:574)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Skipping Scrip #11 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Skipping Scrip #26 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Skipping Scrip #29 because it isn’t applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:353)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: About to commit scrips for transaction #60727 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:210)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Committing scrip #8 on txn #60727 of ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x8b03358), id 60727 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:623)
--------> [27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-1"Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-940.5221-8-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=”----------=_1417711511-27669-1"
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-940.5221-8-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-1”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-940.5221-8-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: No recipients found for deferred delivery on transaction #60727 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:691)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-940.5221-8-0@localhost #5221/60727 - Scrip 8 On Create Notify Owner and AdminCcs (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:284)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-940.5221-8-0@localhost No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:378)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Committing scrip #9 on txn #60727 of ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x8b03358), id 60727 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:623)
-------------> [27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-2”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-1112.5221-9-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-2”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-1112.5221-9-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-2”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-1112.5221-9-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: No recipients found for deferred delivery on transaction #60727 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:691)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-1112.5221-9-0@localhost #5221/60727 - Scrip 9 On Create Notify Ccs (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:284)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-1112.5221-9-0@localhost No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:378)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Committing scrip #10 on txn #60727 of ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x8b03358), id 60727 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:623)
--------------> [27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-3”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-1557.5221-10-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-3”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-1557.5221-10-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:639)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Content-Type: multipart/alternative; boundary=“----------=_1417711511-27669-3”
Subject: [RT-System #5221] [TESTINCIDENT] Testsubject
From: “Owner” rt_address@example.com
Reply-To: rt_address@example.com
In-Reply-To:
References: RT-Ticket-5221@localhost
Message-ID: rt-4.2.9-27669-1417711511-1557.5221-10-0@localhost
X-RT-Loop-Prevention: RT-System
X-RT-Ticket: RT-System #5221
X-Managed-BY: RT 4.2.9 (http://www.bestpractical.com/rt/)
X-RT-Originator: owneraddress@example.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:646)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:669)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:678)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: No recipients found for deferred delivery on transaction #60727 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:691)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-1557.5221-10-0@localhost #5221/60727 - Scrip 10 On Create Notify Other Recipients (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:284)
[27669] [Thu Dec 4 16:45:11 2014] [info]: rt-4.2.9-27669-1417711511-1557.5221-10-0@localhost No recipients found. Not sending. (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:378)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Committing scrip #13 on txn #60727 of ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Committing scrip #34 on txn #60727 of ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:306)
[27669] [Thu Dec 4 16:45:11 2014] [info]: Ticket 5221 created in queue ‘Investigations’ by owner-rtusername (/opt/rt4/sbin/…/lib/RT/Ticket.pm:548)
[27669] [Thu Dec 4 16:45:11 2014] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #60727 on ticket #5221 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:495)
[27677] [Thu Dec 4 16:45:12 2014] [debug]: Found MakeClicky cache (/opt/rt4/share/html/Elements/MakeClicky:144)
[27677] [Thu Dec 4 16:45:12 2014] [debug]: Rendering attachment #13106 of ‘text/html’ type (/opt/rt4/share/html/Elements/ShowTransactionAttachments:182)

RTIR does(!) send mail to all the other recipients if these fields are filled, resulting in emails with only the “cc” address field filled, for example.

Any help or hin on where to look first is highly appreciated!
Kind regards
Marek

Sitz der Gesellschaft / Corporate Headquarters: Lufthansa Systems Aktiengesellschaft, Kelsterbach, Registereintragung / Registration: Amtsgericht Darmstadt 84307
Vorsitzende des Aufsichtsrats / Chairperson of the Supervisory Board: Simone Menne
Vorstand / Executive Board: Stefan Hansen (Vorsitzender / Chairman), Dr. Gunter Kuechler

2

We’re running our RTIR setup for more than 4 weeks now, currently in a “near
productive” mode.

You’ve not said what versions (I’ve divined 4.2.9 from your logs, but
the RTIR version is also important). You also should say if this is a
fresh install or an upgrade.

We’re quite certain that we used to be able to send email to external
recipients by launching an investigation and entering their email address into
the “Correspondents” field, but this stopped working somewhen.

Have you disabled scrips in the system? Namely, anything having to do
with On Create Notify? I don’t see anything firing that would do On
Create Notify Requestors or the default On Create Autoreply to
Requestors scrips.

-kevin

3

Hi,

sorry for not mentioning this. We’re running RT 4.2.9 and RTIR 3.2, so we’re up-to-date. We’ve started with the beta versions in November and upgraded to the final versions when they became available.
I’ve solved the problem for us by creating(!) a Snip “On Create Notify Correspondents” as we’ve disabled the “on create autoreply to requestors”. It wasn’t clear to us that this snip is responsible for sending email to the correspondents upon creating an investigation.
The settings for “On create notify correspondents” are:
Condition: On create
Action: Notify Requestors
Template: Correspondence
Applies to: Investigations

I hope we’re not running into any unforeseen problems with this workaround, but until now it seems to be just what we needed.

marek

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From: rtir [mailto:rtir-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Monday, December 08, 2014 7:48 PM
To: rtir@lists.bestpractical.com
Subject: Re: [Rtir] RT / RTIR not sending mail to Correspondents when launching an investigation

We’re running our RTIR setup for more than 4 weeks now, currently in a
“near productive” mode.

You’ve not said what versions (I’ve divined 4.2.9 from your logs, but the RTIR version is also important). You also should say if this is a fresh install or an upgrade.

We’re quite certain that we used to be able to send email to external
recipients by launching an investigation and entering their email
address into the “Correspondents” field, but this stopped working somewhen.

Have you disabled scrips in the system? Namely, anything having to do with On Create Notify? I don’t see anything firing that would do On Create Notify Requestors or the default On Create Autoreply to Requestors scrips.

-kevin

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