RT stopped sending mail / No recipients found. Not sending

*Hi Everyone,
I’ve got a serious problem with our RT installation, which has worked
smoothly for over 6 months and then stopped sending emails (any kind of
emails: corresponcende, cc, owner change notifications etc.)

The weird thing is that there where no prior changes in queues, no new
users and no modification of rights.

I’ve looked through the mailing archives of this list and found some
postings of similar problems but could not derive a solution for my case.

Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "someuser@someplace.net")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue ‘Support’ by
someuser@someplace.net
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at #450/6567 - Scrip 2
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///)
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617.
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at #450/6569 - Scrip 5
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-6-0@rt.abaton.at #450/6569 - Scrip 6
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at #450/6569 - Scrip 7
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at #450/6569 - Scrip
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Global scrips:

/(no value)/ <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0>

On Correspond Open Tickets with template Blank
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0
On Owner Change Notify Owner with template Transaction
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0
On Create Notify AdminCcs with template Transaction
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0
On Correspond Notify AdminCcs with template Admin Correspondence
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0
On Correspond Notify Requestors and Ccs with template Correspondence
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0
On Correspond Notify Other Recipients with template Correspondence
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0
On Comment Notify AdminCcs as Comment with template Admin Comment
/(no value)/ http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0
On Comment Notify Other Recipients as Comment with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0
On Correspond Notify Owner with template Correspondence

Queue-Scrips:

Scrips which apply to all queues

* /(Scrip #1)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0>
  On Correspond Open Tickets with template Blank
* /(Scrip #2)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0>
  On Owner Change Notify Owner with template Transaction
* /(Scrip #4)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0>
  On Create Notify AdminCcs with template Transaction
* /(Scrip #5)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0>
  On Correspond Notify AdminCcs with template Admin Correspondence
* /(Scrip #6)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0>
  On Correspond Notify Requestors and Ccs with template Correspondence
* /(Scrip #7)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0>
  On Correspond Notify Other Recipients with template Correspondence
* /(Scrip #8)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0>
  On Comment Notify AdminCcs as Comment with template Admin Comment
* /(Scrip #9)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0>
  On Comment Notify Other Recipients as Comment with template
  Correspondence
* /(Scrip #15)/
  <http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0>
  On Correspond Notify Owner with template Correspondence


Current Scrips

/(No scrips)/

Templates:

*Blank* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=1
A blank template

*Transaction* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=3
Default transaction template

RT-Attach-Message: yes

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Admin Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=4
Default admin correspondence template

RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=5
Default correspondence template

RT-Attach-Message: yes

{$Transaction->Content()}
Admin Comment
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=6
Default admin comment template

Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s
=~ s/[Comment]//g; $comment =~ s/^Re//i; $s;}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
This is a comment. It is not sent to the Requestor(s):

{$Transaction->Content()}
Status Change
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=7
Ticket status changed

Subject: Status Changed to: {$Transaction->NewValue}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

The ticked connected to the message log:

History Display mode: Brief headers — Full headers
http://192.168.1.213/rt/Ticket/Display.html?ShowHeaders=1;id=450

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6566 Mon Dec

17 16:44:53 2007 someuser@someplace.net - Ticket created
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Comment]

Subject: Request-Tracker Test
Date: Mon, 17 Dec 2007 16:44:09 +0100
To: support@abaton.at
From: Someuser someuser@someplace.net

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6566/3758/ [text/plain 65b]
Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6567 Mon Dec

17 16:45:02 2007 gruber - Taken

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6569 Mon Dec

17 16:45:50 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6569/3760/ [text/plain 175b]
Antwort über Reply.

l.G.
Alexander

Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6570 Mon Dec

17 16:45:50 2007 RT_System - Status changed from ‘new’ to ‘open’

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6573 Mon Dec

17 16:46:45 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6573/3763/ [text/plain 11b]
Antwort #2.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6575 Mon Dec

17 16:48:46 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6575/3765/ [text/plain 8b]
Test #3.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6577 Mon Dec

17 16:52:20 2007 root - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6577/3767/ [text/plain 7b]
Test #4

Note: There are no outgoing mails recorded here. If I reply to Test #4 I
get the following:

This message will be sent to...

/(Check boxes to disable notifications to the listed recipients)/

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

* *To*: someone@someplace.net

On Correspond Notify Other Recipients with template Correspondence

On Correspond Notify Owner with template Correspondence

* *To*: alexander.gruber@abaton.at


Messages about this ticket will not be sent to...

/(Check boxes to enable notifications to the listed recipients)/

-> Still there is no email sent.

Additional information:

Last week I found a posting in a forum / mailing list - archive
concerning the message: No recipients found. Not sending.
And an actual reply from the poster, stating that he did not have the
"organization" set to the DNS name of the host and that this was the
problem. I had a look and found that this was also the case here, so I
changed the value to the correct setting. Afterwards it looked like
the problem was solved - after restarting the apache2 service I was able
to successfully test the system and it was sending mails.

Today it stoped sending mails again and all my tests yielded the same
results as before.

RT_SiteConfig.pm:

RT_SiteConfig.pm

These are the bits you absolutely must edit.

To find out how, please read

/usr/share/doc/request-tracker3.6/NOTES.Debian

THE BASICS:

Set($rtname, ‘abaton’);
Set($Organization, ‘rt.abaton.at’);

Set($CorrespondAddress , ‘support@abaton.at’);
Set($CommentAddress , ‘support-comment@abaton.at’);

Set($Timezone , ‘Europe/Vienna’); # obviously choose what suits you

THE DATABASE:

Set($DatabaseType, ‘mysql’); # e.g. Pg or mysql

These are the settings we used above when creating the RT database,

you MUST set these to what you chose in the section above.

Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘******’);
Set($DatabaseName , ‘rtdb’);

THE WEBSERVER:

Set($WebPath , “/rt”);
Set($WebBaseURL , “http://192.168.1.213”);

By default, RT sets the outgoing mail’s “From:” header to

“SenderName via RT”. Setting this option to 0 disables it.

Set($UseFriendlyFromLine , 1);

sprintf() format of the friendly ‘From:’ header; its arguments

are SenderName and SenderEmailAddress.

Set($FriendlyFromLineFormat , “”%s" <%s>");

Set($LogoURL , $WebImagesURL . “abaton_logo.gif”);

1;

Rights:

* There are no rights granted on user-level.
* I've granted redundant CreateTicket / ReplyToTicket rights
  (Everyone has those so the rest is quite an overkill - that was
  just to be sure ... but did not help)
* Rights are set on group-level:

Unprivileged / Everyone / Privileged / Requestor

  Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Note: Abaton is the group that all support-members are part of.

Abaton

  Current rights

/(Check box to revoke right)/
AdminCustomField
AdminUsers
AssignCustomFields
CommentOnTicket
ModifyACL
ModifyCustomField
ModifySelf
SeeCustomField
ShowACL
ShowConfigTab
WatchAsAdminCc

Queue - GroupRights (All queues have the same setup):

Everyone

  Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Owner

  Current rights

/(Check box to revoke right)/
ModifyTicket

Requestor

  Current rights

/(Check box to revoke right)/
ReplyToTicket
ShowTicket

Note: Support is the group that handles the queue support.

Support

  Current rights

/(Check box to revoke right)/
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyACL
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc

If anyone has any idea how to get that thing working in a stable way
again I’d be very happy as I’ve been tinkering around with the system
for a very long time now.

Thanks in advance!

Alexander R. Gruber

   Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH

Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Straße 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at

Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I’ve got a serious problem with our RT installation, which has worked
smoothly for over 6 months and then stopped sending emails (any kind
of emails: corresponcende, cc, owner change notifications etc.)

The weird thing is that there where no prior changes in queues, no new
users and no modification of rights.

I’ve looked through the mailing archives of this list and found some
postings of similar problems but could not derive a solution for my case.
Can you send email (directly using either sendmail or what you have
installed) from that box to the in RT indicated recipients?
This will indicate whether RT or the system/mail is at fault.
Further: disk full?, mail relaying?, just the obvious.

Joop

Alexander,

IT could be that RT isn't getting to the User table for some reason. 

The error message isn’t saying it can’t find a function or some module
isn’t responding. It is just saying that it can’t find a recipient.
Since recipients are (usually) some form of user, I would look into the
DataBase to see if the users ARE there and if they are, is the DB down
OR has the password for RT to use the DB changed, etc. Hope this helps.

Kenn
LBNLOn 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I’ve got a serious problem with our RT installation, which has worked
smoothly for over 6 months and then stopped sending emails (any kind of
emails: corresponcende, cc, owner change notifications etc.)

The weird thing is that there where no prior changes in queues, no new
users and no modification of rights.

I’ve looked through the mailing archives of this list and found some
postings of similar problems but could not derive a solution for my case.

Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "someuser@someplace.net")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue ‘Support’ by
someuser@someplace.net
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at #450/6567 - Scrip 2
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///)
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617.
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at #450/6569 - Scrip 5
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-6-0@rt.abaton.at #450/6569 - Scrip 6
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at #450/6569 - Scrip 7
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at #450/6569 - Scrip
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Global scrips:

/(no value)/ 

http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0
On Correspond Open Tickets with template Blank
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0
On Owner Change Notify Owner with template Transaction
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0
On Create Notify AdminCcs with template Transaction
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0
On Correspond Notify AdminCcs with template Admin Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0
On Correspond Notify Requestors and Ccs with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0
On Correspond Notify Other Recipients with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0
On Comment Notify AdminCcs as Comment with template Admin Comment
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0
On Comment Notify Other Recipients as Comment with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0
On Correspond Notify Owner with template Correspondence

Queue-Scrips:

Scrips which apply to all queues

Current Scrips

/(No scrips)/

Templates:

*Blank* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=1
A blank template

*Transaction* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=3
Default transaction template

RT-Attach-Message: yes

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject
given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Admin Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=4
Default admin correspondence template

RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=5
Default correspondence template

RT-Attach-Message: yes

{$Transaction->Content()}
Admin Comment
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=6
Default admin comment template

Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject); $s
=~ s/[Comment]//g; $comment =~ s/^Re//i; $s;}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
This is a comment. It is not sent to the Requestor(s):

{$Transaction->Content()}
Status Change
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=7
Ticket status changed

Subject: Status Changed to: {$Transaction->NewValue}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

The ticked connected to the message log:

History Display mode: Brief headers — Full headers
http://192.168.1.213/rt/Ticket/Display.html?ShowHeaders=1;id=450

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6566 Mon

Dec 17 16:44:53 2007 someuser@someplace.net - Ticket created
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Comment]

Subject: Request-Tracker Test
Date: Mon, 17 Dec 2007 16:44:09 +0100
To: support@abaton.at
From: Someuser someuser@someplace.net

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6566/3758/ [text/plain 65b]
Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6567 Mon

Dec 17 16:45:02 2007 gruber - Taken

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6569 Mon

Dec 17 16:45:50 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6569/3760/ [text/plain 175b]
Antwort über Reply.

l.G.
Alexander

On Mon Dec 17 16:44:53 2007, someuser@someplace.net wrote:

Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6570 Mon

Dec 17 16:45:50 2007 RT_System - Status changed from ‘new’ to
’open’

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6573 Mon

Dec 17 16:46:45 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6573/3763/ [text/plain 11b]
Antwort #2.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6575 Mon

Dec 17 16:48:46 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6575/3765/ [text/plain 8b]
Test #3.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6577 Mon

Dec 17 16:52:20 2007 root - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6577/3767/ [text/plain 7b]
Test #4

Note: There are no outgoing mails recorded here. If I reply to Test #4 I
get the following:

This message will be sent to…

/(Check boxes to disable notifications to the listed recipients)/

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

On Correspond Notify Owner with template Correspondence

Messages about this ticket will not be sent to…

/(Check boxes to enable notifications to the listed recipients)/

-> Still there is no email sent.

Additional information:

Last week I found a posting in a forum / mailing list - archive
concerning the message: No recipients found. Not sending.
And an actual reply from the poster, stating that he did not have the
"organization" set to the DNS name of the host and that this was the
problem. I had a look and found that this was also the case here, so I
changed the value to the correct setting. Afterwards it looked like
the problem was solved - after restarting the apache2 service I was able
to successfully test the system and it was sending mails.

Today it stoped sending mails again and all my tests yielded the same
results as before.

RT_SiteConfig.pm:

RT_SiteConfig.pm

These are the bits you absolutely must edit.

To find out how, please read

/usr/share/doc/request-tracker3.6/NOTES.Debian

THE BASICS:

Set($rtname, ‘abaton’);
Set($Organization, ‘rt.abaton.at’);

Set($CorrespondAddress , ‘support@abaton.at’);
Set($CommentAddress , ‘support-comment@abaton.at’);

Set($Timezone , ‘Europe/Vienna’); # obviously choose what suits you

THE DATABASE:

Set($DatabaseType, ‘mysql’); # e.g. Pg or mysql

These are the settings we used above when creating the RT database,

you MUST set these to what you chose in the section above.

Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘******’);
Set($DatabaseName , ‘rtdb’);

THE WEBSERVER:

Set($WebPath , “/rt”);
Set($WebBaseURL , “http://192.168.1.213”);

By default, RT sets the outgoing mail’s “From:” header to

“SenderName via RT”. Setting this option to 0 disables it.

Set($UseFriendlyFromLine , 1);

sprintf() format of the friendly ‘From:’ header; its arguments

are SenderName and SenderEmailAddress.

Set($FriendlyFromLineFormat , “”%s" <%s>");

Set($LogoURL , $WebImagesURL . “abaton_logo.gif”);

1;

Rights:

  • There are no rights granted on user-level.
  • I’ve granted redundant CreateTicket / ReplyToTicket rights
    (Everyone has those so the rest is quite an overkill - that was
    just to be sure … but did not help)
  • Rights are set on group-level:

Unprivileged / Everyone / Privileged / Requestor

 Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Note: Abaton is the group that all support-members are part of.

Abaton

 Current rights

/(Check box to revoke right)/
AdminCustomField
AdminUsers
AssignCustomFields
CommentOnTicket
ModifyACL
ModifyCustomField
ModifySelf
SeeCustomField
ShowACL
ShowConfigTab
WatchAsAdminCc

Queue - GroupRights (All queues have the same setup):

Everyone

 Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Owner

 Current rights

/(Check box to revoke right)/
ModifyTicket

Requestor

 Current rights

/(Check box to revoke right)/
ReplyToTicket
ShowTicket

Note: Support is the group that handles the queue support.

Support

 Current rights

/(Check box to revoke right)/
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyACL
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc


If anyone has any idea how to get that thing working in a stable way
again I’d be very happy as I’ve been tinkering around with the system
for a very long time now.

Thanks in advance!

Alexander R. Gruber

Joop schrieb:

Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I’ve got a serious problem with our RT installation, which has worked
smoothly for over 6 months and then stopped sending emails (any kind
of emails: corresponcende, cc, owner change notifications etc.)

The weird thing is that there where no prior changes in queues, no
new users and no modification of rights.

I’ve looked through the mailing archives of this list and found some
postings of similar problems but could not derive a solution for my
case.
Can you send email (directly using either sendmail or what you have
installed) from that box to the in RT indicated recipients?
This will indicate whether RT or the system/mail is at fault.
Further: disk full?, mail relaying?, just the obvious.
It’s a VE where nothing else is running. It has 4.3 GB more diskspace
and memory to spare. Sending mail via commandline “mail” works (via.
Exim/Sendmail).
The RT-System has been sending mail until recently … began working
instable (it worked one day and didn’t on the next) and then one day it
just stopped completely.

The weird thing is that usually I was told something like “Message
recorded” and “Outgoing Message recorded” (or something) when updating a
ticket with mail-action and I saw the outgoing mail + mailbody in the
Ticket but that just stopped - there is nothing shown there anymore. If
my memory servers me right it did not say anything about the outgoing
mail on ticket-update either recently, it just showed the mail in the
ticket (so I knew it was sent). In this case the /var/log/messages also
looked funny.

That was after changing the: organization setting to rt.abaton.at in the
RT_SiteConfig.pm:

Dec 12 12:42:42 rt RT: Successful login for gruber from 192.168.80.23
(/usr/share/request-tracker3.6/html/autohandler:244)
Dec 12 12:42:55 rt RT: Use of uninitialized value in substitution (s///)
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617.
(/usr/share/request-tracker3.6/l
ib/RT/Interface/Web.pm:617)
Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-5-0@rt.abaton.at #429/6351 - Scrip
5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-5-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-6-0@rt.abaton.at #429/6351 - Scrip
6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-6-0@rt.abaton.at sent To:
alexander.gruber@gmx.at
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325)

Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-7-0@rt.abaton.at #429/6351 - Scrip
7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-7-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-15-0@rt.abaton.at #429/6351 - Scrip
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT:
rt-3.6.1-15916-1197459835-738.429-15-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250
)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-5-0@rt.abaton.at #429/6353 - Scrip
5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-5-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250
)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-6-0@rt.abaton.at #429/6353 - Scrip
6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-6-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250
)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-7-0@rt.abaton.at #429/6353 - Scrip
7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-7-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250
)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-15-0@rt.abaton.at #429/6353 - Scrip
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT:
rt-3.6.1-15916-1197459986-1630.429-15-0@rt.abaton.at sent To:
alexander.gruber@abaton.at
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm
:325)
Dec 12 12:49:31 rt RT:
rt-3.6.1-15918-1197460171-255.429-2-0@rt.abaton.at #429/6355 - Scrip
2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:49:31 rt RT:
rt-3.6.1-15918-1197460171-255.429-2-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Dec 12 12:49:58 rt RT:
rt-3.6.1-15918-1197460198-475.429-2-0@rt.abaton.at #429/6356 - Scrip
2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:49:58 rt RT:
rt-3.6.1-15918-1197460198-475.429-2-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Dec 12 12:50:06 rt RT: Use of uninitialized value in substitution (s///)
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617.
(/usr/share/request-tracker3.6/l
ib/RT/Interface/Web.pm:617)
Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-5-0@rt.abaton.at #429/6358 - Scrip 5
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-5-0@rt.abaton.at No recipients found.
Not sending. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-6-0@rt.abaton.at #429/6358 - Scrip 6
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-6-0@rt.abaton.at sent To:
alexander.gruber@gmx.at
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325)

Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-7-0@rt.abaton.at #429/6358 - Scrip 7
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-7-0@rt.abaton.at sent Cc:
avs@sbox.tugraz.at
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325)
Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-15-0@rt.abaton.at #429/6358 - Scrip
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:50:33 rt RT:
rt-3.6.1-15918-1197460232-78.429-15-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

It was sending mail for a short periode of time then.

2 Days later it stopped working again.
It says that a message will be sent to the email-address, but it simply
does nothing.

Joop

If you need any more information please tell me.

Thanks!
Alexander R. Gruber

   Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH

Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Straße 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at

Kenneth Crocker schrieb:

Alexander,

IT could be that RT isn't getting to the User table for some 

reason. The error message isn’t saying it can’t find a function or
some module isn’t responding. It is just saying that it can’t find a
recipient. Since recipients are (usually) some form of user, I would
look into the DataBase to see if the users ARE there and if they are,
is the DB down OR has the password for RT to use the DB changed, etc.
Hope this helps.

Kenn
LBNL

Kenn,

please correct me if I got the concept of the RT wrong, but if that was
the case - RT having no access to the user-table due to a
misconfiguration - wouldn’t that mean I would not be able to log in or
create any tickets / change owners etc?

Hmm - I just took up the hint and looked into the mysql-database
rtdb->Users and it seems there are all the people who ever opened a
ticket on the system.

Like this entry: (one of my own addresses)

| 2046 | alexander.gruber@gmx.at |
NO-PASSWORD | Autocreated on ticket
submission |
NULL
| alexander.gruber@gmx.at | NULL |
NULL | Alexander Rudolf
Gruber | NULL | NULL | NULL |
NULL | NULL | NULL | NULL
| NULL | NULL | NULL | NULL |
NULL | NULL | NULL |
NULL | NULL | NULL | NULL | NULL | NULL | NULL | 1 |
2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 |

I also tried in RT Web-Interface:

Users matching search criteria

Select a user:

* alexander.gruber@gmx.at
  <http://192.168.1.213/rt/Admin/Users/Modify.html?id=2046>
* alexander.r.gruber@jeranet.eu
  <http://192.168.1.213/rt/Admin/Users/Modify.html?id=104>
* gruber <http://192.168.1.213/rt/Admin/Users/Modify.html?id=46>

/(Download as a tab-delimited file
http://192.168.1.213/rt/Download/Tabular/User/682,2046,104,46/Users.tsv)

/This seems to be okay - at least looks that way to me.

gruber is my RT-User and the other addresses are my own private ones I
used to test the system.

If I can provide any more information that could be helpful, please tell me.

Thanks!
Alexander R. Gruber> On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I’ve got a serious problem with our RT installation, which has worked
smoothly for over 6 months and then stopped sending emails (any kind
of emails: corresponcende, cc, owner change notifications etc.)

The weird thing is that there where no prior changes in queues, no
new users and no modification of rights.

I’ve looked through the mailing archives of this list and found some
postings of similar problems but could not derive a solution for my
case.

Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "someuser@someplace.net")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue ‘Support’ by
someuser@someplace.net
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at #450/6567 -
Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution
(s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line
617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at #450/6569 -
Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-6-0@rt.abaton.at #450/6569 -
Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at #450/6569 -
Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at #450/6569 -
Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Global scrips:

/(no value)/ 

http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0
On Correspond Open Tickets with template Blank
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0
On Owner Change Notify Owner with template Transaction
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0
On Create Notify AdminCcs with template Transaction
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0
On Correspond Notify AdminCcs with template Admin Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0
On Correspond Notify Requestors and Ccs with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0
On Correspond Notify Other Recipients with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0
On Comment Notify AdminCcs as Comment with template Admin Comment
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0
On Comment Notify Other Recipients as Comment with template
Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0
On Correspond Notify Owner with template Correspondence

Queue-Scrips:

Scrips which apply to all queues

Current Scrips

/(No scrips)/

Templates:

*Blank* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=1
A blank template

*Transaction* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=3
Default transaction template

RT-Attach-Message: yes

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject
given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Admin Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=4
Default admin correspondence template

RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=5
Default correspondence template

RT-Attach-Message: yes

{$Transaction->Content()}
Admin Comment
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=6
Default admin comment template

Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject);
$s =~ s/[Comment]//g; $comment =~ s/^Re//i; $s;}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
This is a comment. It is not sent to the Requestor(s):

{$Transaction->Content()}
Status Change
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=7
Ticket status changed

Subject: Status Changed to: {$Transaction->NewValue}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

The ticked connected to the message log:

History Display mode: Brief headers — Full headers
http://192.168.1.213/rt/Ticket/Display.html?ShowHeaders=1;id=450

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6566

Mon Dec 17 16:44:53 2007 someuser@someplace.net - Ticket
created [Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Comment]

Subject: Request-Tracker Test
Date: Mon, 17 Dec 2007 16:44:09 +0100
To: support@abaton.at
From: Someuser someuser@someplace.net

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6566/3758/ [text/plain 65b]
Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6567

Mon Dec 17 16:45:02 2007 gruber - Taken

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6569

Mon Dec 17 16:45:50 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6569/3760/ [text/plain 175b]
Antwort über Reply.

l.G.
Alexander

On Mon Dec 17 16:44:53 2007, someuser@someplace.net wrote:

Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6570

Mon Dec 17 16:45:50 2007 RT_System - Status changed from ‘new’ to
’open’

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6573

Mon Dec 17 16:46:45 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6573/3763/ [text/plain 11b]
Antwort #2.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6575

Mon Dec 17 16:48:46 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6575/3765/ [text/plain 8b]
Test #3.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6577

Mon Dec 17 16:52:20 2007 root - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6577/3767/ [text/plain 7b]
Test #4

Note: There are no outgoing mails recorded here. If I reply to Test
#4 I get the following:

This message will be sent to…

/(Check boxes to disable notifications to the listed recipients)/

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

On Correspond Notify Owner with template Correspondence

Messages about this ticket will not be sent to…

/(Check boxes to enable notifications to the listed recipients)/

-> Still there is no email sent.

Additional information:

Last week I found a posting in a forum / mailing list - archive
concerning the message: No recipients found. Not sending.
And an actual reply from the poster, stating that he did not have the
"organization" set to the DNS name of the host and that this was the
problem. I had a look and found that this was also the case here, so
I changed the value to the correct setting. Afterwards it looked
like the problem was solved - after restarting the apache2 service I
was able to successfully test the system and it was sending mails.

Today it stoped sending mails again and all my tests yielded the same
results as before.

RT_SiteConfig.pm:

RT_SiteConfig.pm

These are the bits you absolutely must edit.

To find out how, please read

/usr/share/doc/request-tracker3.6/NOTES.Debian

THE BASICS:

Set($rtname, ‘abaton’);
Set($Organization, ‘rt.abaton.at’);

Set($CorrespondAddress , ‘support@abaton.at’);
Set($CommentAddress , ‘support-comment@abaton.at’);

Set($Timezone , ‘Europe/Vienna’); # obviously choose what suits you

THE DATABASE:

Set($DatabaseType, ‘mysql’); # e.g. Pg or mysql

These are the settings we used above when creating the RT database,

you MUST set these to what you chose in the section above.

Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘******’);
Set($DatabaseName , ‘rtdb’);

THE WEBSERVER:

Set($WebPath , “/rt”);
Set($WebBaseURL , “http://192.168.1.213”);

By default, RT sets the outgoing mail’s “From:” header to

“SenderName via RT”. Setting this option to 0 disables it.

Set($UseFriendlyFromLine , 1);

sprintf() format of the friendly ‘From:’ header; its arguments

are SenderName and SenderEmailAddress.

Set($FriendlyFromLineFormat , “”%s" <%s>");

Set($LogoURL , $WebImagesURL . “abaton_logo.gif”);

1;

Rights:

  • There are no rights granted on user-level.
  • I’ve granted redundant CreateTicket / ReplyToTicket rights
    (Everyone has those so the rest is quite an overkill - that was
    just to be sure … but did not help)
  • Rights are set on group-level:

Unprivileged / Everyone / Privileged / Requestor

 Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Note: Abaton is the group that all support-members are part of.

Abaton

 Current rights

/(Check box to revoke right)/
AdminCustomField
AdminUsers
AssignCustomFields
CommentOnTicket
ModifyACL
ModifyCustomField
ModifySelf
SeeCustomField
ShowACL
ShowConfigTab
WatchAsAdminCc

Queue - GroupRights (All queues have the same setup):

Everyone

 Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Owner

 Current rights

/(Check box to revoke right)/
ModifyTicket

Requestor

 Current rights

/(Check box to revoke right)/
ReplyToTicket
ShowTicket

Note: Support is the group that handles the queue support.

Support

 Current rights

/(Check box to revoke right)/
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyACL
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc


If anyone has any idea how to get that thing working in a stable way
again I’d be very happy as I’ve been tinkering around with the system
for a very long time now.

Thanks in advance!

Alexander R. Gruber

   Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH

Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Straße 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at

Alexander,

I agree. If RT could not access the DB, then a lot of things would not 

be working. However, my point was really that based on the content of
the error message, RT thinks that it hasn’t FOUND the recipient. There
could, and probably are, many possible reasons for that. Perhaps after
accessing the DB, the data gets lost in transition or put into an area
that got misnamed or is not accessible for some reason. I am not a
"Systems" guy when it comes to playing with those technologies (UNIX,
ORACLE, MySQL, etc.), but I have been in the business for a long time
and my debugging skills tell me that RT is having trouble with either
capturing the data or finding/recognizing it after it has been
captured/found/stored. Somewhere in that process, the data is either
getting lost or it becomes unrecognizable, ergo the error message you’re
getting. Sorry I can’t be of more help. I am REALLY interested in what
you DO find when you get the problem resolved. Best of luck.

Kenn
LBNLOn 12/20/2007 1:41 AM, Alexander Rudolf Gruber wrote:

Kenneth Crocker schrieb:

Alexander,

IT could be that RT isn't getting to the User table for some 

reason. The error message isn’t saying it can’t find a function or
some module isn’t responding. It is just saying that it can’t find a
recipient. Since recipients are (usually) some form of user, I would
look into the DataBase to see if the users ARE there and if they are,
is the DB down OR has the password for RT to use the DB changed, etc.
Hope this helps.

Kenn
LBNL

Kenn,

please correct me if I got the concept of the RT wrong, but if that was
the case - RT having no access to the user-table due to a
misconfiguration - wouldn’t that mean I would not be able to log in or
create any tickets / change owners etc?

Hmm - I just took up the hint and looked into the mysql-database
rtdb->Users and it seems there are all the people who ever opened a
ticket on the system.

Like this entry: (one of my own addresses)

| 2046 | alexander.gruber@gmx.at |
NO-PASSWORD | Autocreated on ticket
submission |
NULL
| alexander.gruber@gmx.at | NULL |
NULL | Alexander Rudolf
Gruber | NULL | NULL | NULL |
NULL | NULL | NULL | NULL
| NULL | NULL | NULL | NULL |
NULL | NULL | NULL |
NULL | NULL | NULL | NULL | NULL | NULL | NULL | 1 |
2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 |

I also tried in RT Web-Interface:

Users matching search criteria

Select a user:

* alexander.gruber@gmx.at
  <http://192.168.1.213/rt/Admin/Users/Modify.html?id=2046>
* alexander.r.gruber@jeranet.eu
  <http://192.168.1.213/rt/Admin/Users/Modify.html?id=104>
* gruber <http://192.168.1.213/rt/Admin/Users/Modify.html?id=46>

/(Download as a tab-delimited file
http://192.168.1.213/rt/Download/Tabular/User/682,2046,104,46/Users.tsv)

/This seems to be okay - at least looks that way to me.

gruber is my RT-User and the other addresses are my own private ones I
used to test the system.

If I can provide any more information that could be helpful, please tell me.

Thanks!
Alexander R. Gruber

On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I’ve got a serious problem with our RT installation, which has worked
smoothly for over 6 months and then stopped sending emails (any kind
of emails: corresponcende, cc, owner change notifications etc.)

The weird thing is that there where no prior changes in queues, no
new users and no modification of rights.

I’ve looked through the mailing archives of this list and found some
postings of similar problems but could not derive a solution for my
case.

Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "someuser@someplace.net")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue ‘Support’ by
someuser@someplace.net
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at #450/6567 -
Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT:
rt-3.6.1-22185-1197906302-442.450-2-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution
(s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line
617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at #450/6569 -
Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-5-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-6-0@rt.abaton.at #450/6569 -
Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at #450/6569 -
Scrip 7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-7-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at #450/6569 -
Scrip 15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT:
rt-3.6.1-22185-1197906350-281.450-15-0@rt.abaton.at No recipients
found. Not sending.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)

Global scrips:

/(no value)/ 

http://192.168.1.213/rt/Admin/Global/Scrip.html?id=1&Queue=0
On Correspond Open Tickets with template Blank
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=2&Queue=0
On Owner Change Notify Owner with template Transaction
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=4&Queue=0
On Create Notify AdminCcs with template Transaction
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=5&Queue=0
On Correspond Notify AdminCcs with template Admin Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=6&Queue=0
On Correspond Notify Requestors and Ccs with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=7&Queue=0
On Correspond Notify Other Recipients with template Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=8&Queue=0
On Comment Notify AdminCcs as Comment with template Admin Comment
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=9&Queue=0
On Comment Notify Other Recipients as Comment with template
Correspondence
/(no value)/
http://192.168.1.213/rt/Admin/Global/Scrip.html?id=15&Queue=0
On Correspond Notify Owner with template Correspondence

Queue-Scrips:

Scrips which apply to all queues

Current Scrips

/(No scrips)/

Templates:

*Blank* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=1
A blank template

*Transaction* 

http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=3
Default transaction template

RT-Attach-Message: yes

{$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon.
Transaction: {$Transaction->Description}
Queue: {$Ticket->QueueObj->Name}
Subject: {$Transaction->Subject || $Ticket->Subject || “(No subject
given)”}
Owner: {$Ticket->OwnerObj->Name}
Requestors: {$Ticket->RequestorAddresses}
Status: {$Ticket->Status}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Admin Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=4
Default admin correspondence template

RT-Attach-Message: yes

<URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >

{$Transaction->Content()}
Correspondence
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=5
Default correspondence template

RT-Attach-Message: yes

{$Transaction->Content()}
Admin Comment
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=6
Default admin comment template

Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject);
$s =~ s/[Comment]//g; $comment =~ s/^Re//i; $s;}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
This is a comment. It is not sent to the Requestor(s):

{$Transaction->Content()}
Status Change
http://192.168.1.213/rt/Admin/Global/Template.html?Queue=0&Template=7
Ticket status changed

Subject: Status Changed to: {$Transaction->NewValue}

{$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

{$Transaction->Content()}

The ticked connected to the message log:

History Display mode: Brief headers — Full headers
http://192.168.1.213/rt/Ticket/Display.html?ShowHeaders=1;id=450

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6566

Mon Dec 17 16:44:53 2007 someuser@someplace.net - Ticket
created [Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6566&Action=Comment]

Subject: Request-Tracker Test
Date: Mon, 17 Dec 2007 16:44:09 +0100
To: support@abaton.at
From: Someuser someuser@someplace.net

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6566/3758/ [text/plain 65b]
Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6567

Mon Dec 17 16:45:02 2007 gruber - Taken

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6569

Mon Dec 17 16:45:50 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6569&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6569/3760/ [text/plain 175b]
Antwort über Reply.

l.G.
Alexander

On Mon Dec 17 16:44:53 2007, someuser@someplace.net wrote:

Hallo,

ein weiterer Test des Request-Trackers.

l.G.
Alexander

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6570

Mon Dec 17 16:45:50 2007 RT_System - Status changed from ‘new’ to
’open’

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6573

Mon Dec 17 16:46:45 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6573&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6573/3763/ [text/plain 11b]
Antwort #2.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6575

Mon Dec 17 16:48:46 2007 gruber - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6575&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6575/3765/ [text/plain 8b]
Test #3.

http://192.168.1.213/rt/Ticket/Display.html?id=450#txn-6577

Mon Dec 17 16:52:20 2007 root - Correspondence added
[Reply
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Respond]
[Comment
http://192.168.1.213/rt/Ticket/Update.html?id=450&QuoteTransaction=6577&Action=Comment]

Download (untitled)
http://192.168.1.213/rt/Ticket/Attachment/6577/3767/ [text/plain 7b]
Test #4

Note: There are no outgoing mails recorded here. If I reply to Test
#4 I get the following:

This message will be sent to…

/(Check boxes to disable notifications to the listed recipients)/

On Correspond Notify AdminCcs with template Admin Correspondence

On Correspond Notify Requestors and Ccs with template Correspondence

On Correspond Notify Other Recipients with template Correspondence

On Correspond Notify Owner with template Correspondence

Messages about this ticket will not be sent to…

/(Check boxes to enable notifications to the listed recipients)/

-> Still there is no email sent.

Additional information:

Last week I found a posting in a forum / mailing list - archive
concerning the message: No recipients found. Not sending.
And an actual reply from the poster, stating that he did not have the
"organization" set to the DNS name of the host and that this was the
problem. I had a look and found that this was also the case here, so
I changed the value to the correct setting. Afterwards it looked
like the problem was solved - after restarting the apache2 service I
was able to successfully test the system and it was sending mails.

Today it stoped sending mails again and all my tests yielded the same
results as before.

RT_SiteConfig.pm:

RT_SiteConfig.pm

These are the bits you absolutely must edit.

To find out how, please read

/usr/share/doc/request-tracker3.6/NOTES.Debian

THE BASICS:

Set($rtname, ‘abaton’);
Set($Organization, ‘rt.abaton.at’);

Set($CorrespondAddress , ‘support@abaton.at’);
Set($CommentAddress , ‘support-comment@abaton.at’);

Set($Timezone , ‘Europe/Vienna’); # obviously choose what suits you

THE DATABASE:

Set($DatabaseType, ‘mysql’); # e.g. Pg or mysql

These are the settings we used above when creating the RT database,

you MUST set these to what you chose in the section above.

Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘******’);
Set($DatabaseName , ‘rtdb’);

THE WEBSERVER:

Set($WebPath , “/rt”);
Set($WebBaseURL , “http://192.168.1.213”);

By default, RT sets the outgoing mail’s “From:” header to

“SenderName via RT”. Setting this option to 0 disables it.

Set($UseFriendlyFromLine , 1);

sprintf() format of the friendly ‘From:’ header; its arguments

are SenderName and SenderEmailAddress.

Set($FriendlyFromLineFormat , “”%s" <%s>");

Set($LogoURL , $WebImagesURL . “abaton_logo.gif”);

1;

Rights:

  • There are no rights granted on user-level.
  • I’ve granted redundant CreateTicket / ReplyToTicket rights
    (Everyone has those so the rest is quite an overkill - that was
    just to be sure … but did not help)
  • Rights are set on group-level:

Unprivileged / Everyone / Privileged / Requestor

 Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Note: Abaton is the group that all support-members are part of.

Abaton

 Current rights

/(Check box to revoke right)/
AdminCustomField
AdminUsers
AssignCustomFields
CommentOnTicket
ModifyACL
ModifyCustomField
ModifySelf
SeeCustomField
ShowACL
ShowConfigTab
WatchAsAdminCc

Queue - GroupRights (All queues have the same setup):

Everyone

 Current rights

/(Check box to revoke right)/
CreateTicket
ReplyToTicket

Owner

 Current rights

/(Check box to revoke right)/
ModifyTicket

Requestor

 Current rights

/(Check box to revoke right)/
ReplyToTicket
ShowTicket

Note: Support is the group that handles the queue support.

Support

 Current rights

/(Check box to revoke right)/
AssignCustomFields
CommentOnTicket
CreateTicket
DeleteTicket
ModifyACL
ModifyQueueWatchers
ModifyTicket
OwnTicket
ReplyToTicket
SeeQueue
ShowACL
ShowOutgoingEmail
ShowTicket
ShowTicketComments
StealTicket
TakeTicket
Watch
WatchAsAdminCc


If anyone has any idea how to get that thing working in a stable way
again I’d be very happy as I’ve been tinkering around with the system
for a very long time now.

Thanks in advance!

Alexander R. Gruber


   Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH

Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Straße 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

    I agree. If RT could not access the DB, then a lot of 

things would not be working. However, my point was really that
based on the content of the error message, RT thinks that it hasn’t
FOUND the recipient. There could, and probably are, many possible
reasons for that. Perhaps after accessing the DB, the data gets
lost in transition or put into an area that got misnamed or is not
accessible for some reason. I am not a “Systems” guy when it comes
to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but
I have been in the business for a long time and my debugging skills
tell me that RT is having trouble with either capturing the data or
finding/recognizing it after it has been captured/found/stored.
Somewhere in that process, the data is either getting lost or it
becomes unrecognizable, ergo the error message you’re getting.
Sorry I can’t be of more help. I am REALLY interested in what you
DO find when you get the problem resolved. Best of luck.

Kenn
LBNL

The “No recipients found” message just means that the scrip decided
that nobody should receive mail for this transaction - it doesn’t
mean that data is missing or corrupt. For example - if you have a
scrip with action ‘Notify AdminCcs’ and there are no AdminCcs for the
ticket or queue, you’ll see this message in the log.

Steve

Stephen,

AAAAAHHHHHHH! Kool. I just learned something. Then I really can't see 

why RT can’t find a recipient unless there is some disconnection between
what RT is looking for and where it looks for it. Alexander said there
were no changes to RT. The scrips are triggering, RT is looking, nothing
is found, no email goes out, but probably would have if RT had found a
recipient. I’m sure he checked the “organization” set to the DNS name of
the host" problem from before. I’m at a loss, but that’s no big surprise
since I am just now getting to learn about the “internals” of RT. Hope
someone has an idea that works for him.

Kenn
LBNLOn 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

    I agree. If RT could not access the DB, then a lot of things 

would not be working. However, my point was really that based on the
content of the error message, RT thinks that it hasn’t FOUND the
recipient. There could, and probably are, many possible reasons for
that. Perhaps after accessing the DB, the data gets lost in transition
or put into an area that got misnamed or is not accessible for some
reason. I am not a “Systems” guy when it comes to playing with those
technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the
business for a long time and my debugging skills tell me that RT is
having trouble with either capturing the data or finding/recognizing
it after it has been captured/found/stored. Somewhere in that process,
the data is either getting lost or it becomes unrecognizable, ergo the
error message you’re getting. Sorry I can’t be of more help. I am
REALLY interested in what you DO find when you get the problem
resolved. Best of luck.

Kenn
LBNL

The “No recipients found” message just means that the scrip decided that
nobody should receive mail for this transaction - it doesn’t mean that
data is missing or corrupt. For example - if you have a scrip with
action ‘Notify AdminCcs’ and there are no AdminCcs for the ticket or
queue, you’ll see this message in the log.

Steve

We had the problem of RT not sending mails to anybody too. But I don’t
think that there were messages about that in rt.log because the fault
was that somebody changed the IP of the mailserver. So all mails sent by
RT stayed in the spool of postfix unless I corrected the postfix
configuration with the new IP address of the mailserver. Unfortunately I
can’t check the logfile anymore because it doesn’t contain information
from this time anymore. But maybe that’s another part of the system
where you can have a look at. Good luck!

Ben

Kenneth Crocker schrieb:

Thanks for the many replies everyone and a happy new year 2008!

I’ve been away over the holidays and now I’m trying to resolve that
matter for good :slight_smile:
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to
rt-users-bounces@lists.bestpractical.com instead of
rt-users@lists.bestpractical.com (copied the wrong address).

Benjamin Weser schrieb:

We had the problem of RT not sending mails to anybody too. But I don’t
think that there were messages about that in rt.log because the fault
was that somebody changed the IP of the mailserver. So all mails sent
by RT stayed in the spool of postfix unless I corrected the postfix
configuration with the new IP address of the mailserver. Unfortunately
I can’t check the logfile anymore because it doesn’t contain
information from this time anymore. But maybe that’s another part of
the system where you can have a look at. Good luck!

Ben
Ben,

it seems I can’t pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients

  • so it looks like the scrips are working as they should - it just
    doesn’t do it for whatever reason.

Kenneth Crocker schrieb:

Stephen,

AAAAAHHHHHHH! Kool. I just learned something. Then I really can't 

see why RT can’t find a recipient unless there is some disconnection
between what RT is looking for and where it looks for it. Alexander
said there were no changes to RT. The scrips are triggering, RT is
looking, nothing is found, no email goes out, but probably would have
if RT had found a recipient. I’m sure he checked the “organization"
set to the DNS name of the host” problem from before. I’m at a loss,
but that’s no big surprise since I am just now getting to learn about
the “internals” of RT. Hope someone has an idea that works for him.

Kenn
LBNL

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

    I agree. If RT could not access the DB, then a lot of 

things would not be working. However, my point was really that
based on the content of the error message, RT thinks that it hasn’t
FOUND the recipient. There could, and probably are, many possible
reasons for that. Perhaps after accessing the DB, the data gets
lost in transition or put into an area that got misnamed or is not
accessible for some reason. I am not a “Systems” guy when it comes
to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but
I have been in the business for a long time and my debugging skills
tell me that RT is having trouble with either capturing the data or
finding/recognizing it after it has been captured/found/stored.
Somewhere in that process, the data is either getting lost or it
becomes unrecognizable, ergo the error message you’re getting.
Sorry I can’t be of more help. I am REALLY interested in what you
DO find when you get the problem resolved. Best of luck.

Kenn
LBNL

Kenn,

well … I don’t have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I’ll be able
to find whats wrong. If that doesn’t get me anywhere either I guess I’ll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I’ll let you know in any case what I did as soon as that problem is
resolved.

The “No recipients found” message just means that the scrip decided
that nobody should receive mail for this transaction - it doesn’t
mean that data is missing or corrupt. For example - if you have a
scrip with action ‘Notify AdminCcs’ and there are no AdminCcs for
the ticket or queue, you’ll see this message in the log.

Steve

Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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617 812 0745.

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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

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up to 20 percent off the price. This sale won’t last long, so get in
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617 812 0745.

Community help: http://wiki.bestpractical.com
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   Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH

Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Stra�e 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at

Re sending emails from Rt
if your mailserver is postfix, you might need to add the hostname of the
server running RT to the ‘relayhosts’ variable in postfix.
or the equivalent in sendmail.cf

regards
OliverOn Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote:

Thanks for the many replies everyone and a happy new year 2008!

I’ve been away over the holidays and now I’m trying to resolve that
matter for good :slight_smile:
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to
rt-users-bounces@lists.bestpractical.com instead of
rt-users@lists.bestpractical.com (copied the wrong address).

Benjamin Weser schrieb:

We had the problem of RT not sending mails to anybody too. But I don’t
think that there were messages about that in rt.log because the fault was
that somebody changed the IP of the mailserver. So all mails sent by RT
stayed in the spool of postfix unless I corrected the postfix configuration
with the new IP address of the mailserver. Unfortunately I can’t check the
logfile anymore because it doesn’t contain information from this time
anymore. But maybe that’s another part of the system where you can have a
look at. Good luck!

Ben
Ben,

it seems I can’t pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients

  • so it looks like the scrips are working as they should - it just
    doesn’t do it for whatever reason.

Kenneth Crocker schrieb:

Stephen,

AAAAAHHHHHHH! Kool. I just learned something. Then I really can't see 

why RT can’t find a recipient unless there is some disconnection between
what RT is looking for and where it looks for it. Alexander said there
were no changes to RT. The scrips are triggering, RT is looking, nothing
is found, no email goes out, but probably would have if RT had found a
recipient. I’m sure he checked the “organization” set to the DNS name of
the host" problem from before. I’m at a loss, but that’s no big surprise
since I am just now getting to learn about the “internals” of RT. Hope
someone has an idea that works for him.

Kenn
LBNL

On 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

    I agree. If RT could not access the DB, then a lot of things 

would not be working. However, my point was really that based on the
content of the error message, RT thinks that it hasn’t FOUND the
recipient. There could, and probably are, many possible reasons for
that. Perhaps after accessing the DB, the data gets lost in transition
or put into an area that got misnamed or is not accessible for some
reason. I am not a “Systems” guy when it comes to playing with those
technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the
business for a long time and my debugging skills tell me that RT is
having trouble with either capturing the data or finding/recognizing it
after it has been captured/found/stored. Somewhere in that process, the
data is either getting lost or it becomes unrecognizable, ergo the error
message you’re getting. Sorry I can’t be of more help. I am REALLY
interested in what you DO find when you get the problem resolved. Best
of luck.

Kenn
LBNL

Kenn,

well … I don’t have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I’ll be able
to find whats wrong. If that doesn’t get me anywhere either I guess I’ll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I’ll let you know in any case what I did as soon as that problem is
resolved.

The “No recipients found” message just means that the scrip decided that
nobody should receive mail for this transaction - it doesn’t mean that
data is missing or corrupt. For example - if you have a scrip with action
’Notify AdminCcs’ and there are no AdminCcs for the ticket or queue,
you’ll see this message in the log.

Steve

Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in touch
today. Email us at sales@bestpractical.com or call us at +1 617 812
0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch
today. Email us at sales@bestpractical.com or call us at +1 617 812
0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com


 Alexander Rudolf Gruber

abaton EDV-Dienstleistungs GmbH


Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Straße 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at


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If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch
today. Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media. Buy a
copy at http://rtbook.bestpractical.com

Oliver Nash

My problem with the RT-System has been resolved!

I’ve added an additional debug-level and got this:
– snip –
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at #450/6880 - Scrip
7 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at Debug: After
Recipients. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:254)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at Debug: After
Header. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:261)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at Debug: After
SendmailArguments.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:271)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at Debug:
‘sendmailpipe’
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:274)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at Debug: Couldn’t run
/usr/sbin/sendmail: Cannot allocate memory
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:281)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at Mail:
GLOB(0xd9507a8)
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:282)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at SendmailArguments:
-oi -t (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)
Jan 3 12:30:08 rt RT:
rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.atDebug: Could not
send mail. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:300)
– snap –

Then I knew it had something to do with a memory problem - although
"free" showed me:

rt:/var/log# free -m
total used free shared buffers cached
Mem: 2006 1970 35 0 135 1019
-/+ buffers/cache: 816 1190
Swap: 4094 0 4094

This was certainly not the problem, so I went deeper.
Further investigation got me:

cat /vz/root/104/proc/user_beancounters
Version: 2.5
uid resource held
maxheld barrier limit failcnt
104: kmemsize 4806443
6109370 32307712 32307712 0
lockedpages 0
0 128 128 0
privvmpages 230693
350667 2880450 3200500 106
shmpages 57
1993 19121 19121 0
dummy 0
0 0 0 0
numproc 80
93 650 650 0
physpages 91609
142076 0 2147483647 0
vmguarpages 0
0 78565 2147483647 0
oomguarpages 91609
142076 24576 2147483647 0
numtcpsock 6
22 540 540 0
numflock 4
8 252 280 0
numpty 0
2 16 16 0
numsiginfo 2
6 256 256 0
tcpsndbuf 104832
644416 2949120 4915200 0
tcprcvbuf 98304
341872 4128768 6881280 0
othersockbuf 13856
1212608 1365012 3500032 0
dgramrcvbuf 0
8464 368640 368640 0
numothersock 16
29 561 561 0
dcachesize 0
0 5662310 6291456 0
numfile 1365
1790 12288 12288 0
dummy 0
0 0 0 0
dummy 0
0 0 0 0
dummy 0
0 0 0 0
numiptent 10
10 128 128 0

So /privvmpages /was the problem (failcount 106 = 106 times RT could not
send mail due to page shortage) - I raised the respective value by
factor 10 and the system was able to send mails since then. Testing the
system on its own (which I did before) showed that I could definitely
send mails from the system, the system was not out of disk-space and I
had plenty ram/swap avaliable.

The rather odd thing was that there where no fail-messages from RT at
all (I mean before I added my own debug-level) or I would have solved
the mystery much earlier.

Thanks for all the hints and help everyone gave me!

best wishes,
Alexander

o.nash@cs.ucc.ie schrieb:

Re sending emails from Rt
if your mailserver is postfix, you might need to add the hostname of
the server running RT to the ‘relayhosts’ variable in postfix.
or the equivalent in sendmail.cf

regards
Oliver

Thanks for the many replies everyone and a happy new year 2008!

I’ve been away over the holidays and now I’m trying to resolve that
matter for good :slight_smile:
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to
rt-users-bounces@lists.bestpractical.com instead of
rt-users@lists.bestpractical.com (copied the wrong address).

Benjamin Weser schrieb:

We had the problem of RT not sending mails to anybody too. But I
don’t think that there were messages about that in rt.log because
the fault was that somebody changed the IP of the mailserver. So all
mails sent by RT stayed in the spool of postfix unless I corrected
the postfix configuration with the new IP address of the mailserver.
Unfortunately I can’t check the logfile anymore because it doesn’t
contain information from this time anymore. But maybe that’s another
part of the system where you can have a look at. Good luck!

Ben
Ben,

it seems I can’t pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients

  • so it looks like the scrips are working as they should - it just
    doesn’t do it for whatever reason.

Kenneth Crocker schrieb:

Stephen,

AAAAAHHHHHHH! Kool. I just learned something. Then I really 

can’t see why RT can’t find a recipient unless there is some
disconnection between what RT is looking for and where it looks for
it. Alexander said there were no changes to RT. The scrips are
triggering, RT is looking, nothing is found, no email goes out, but
probably would have if RT had found a recipient. I’m sure he
checked the “organization” set to the DNS name of the host" problem
from before. I’m at a loss, but that’s no big surprise since I am
just now getting to learn about the “internals” of RT. Hope someone
has an idea that works for him.

Kenn
LBNL

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

    I agree. If RT could not access the DB, then a lot of 

things would not be working. However, my point was really that
based on the content of the error message, RT thinks that it
hasn’t FOUND the recipient. There could, and probably are, many
possible reasons for that. Perhaps after accessing the DB, the
data gets lost in transition or put into an area that got
misnamed or is not accessible for some reason. I am not a
"Systems" guy when it comes to playing with those technologies
(UNIX, ORACLE, MySQL, etc.), but I have been in the business for
a long time and my debugging skills tell me that RT is having
trouble with either capturing the data or finding/recognizing it
after it has been captured/found/stored. Somewhere in that
process, the data is either getting lost or it becomes
unrecognizable, ergo the error message you’re getting. Sorry I
can’t be of more help. I am REALLY interested in what you DO find
when you get the problem resolved. Best of luck.

Kenn
LBNL

Kenn,

well … I don’t have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I’ll be able
to find whats wrong. If that doesn’t get me anywhere either I guess I’ll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I’ll let you know in any case what I did as soon as that problem is
resolved.

The “No recipients found” message just means that the scrip
decided that nobody should receive mail for this transaction - it
doesn’t mean that data is missing or corrupt. For example - if you
have a scrip with action ‘Notify AdminCcs’ and there are no
AdminCcs for the ticket or queue, you’ll see this message in the log.

Steve

Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31,
we’ll take
up to 20 percent off the price. This sale won’t last long, so get
in touch today. Email us at sales@bestpractical.com or call us
at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Media. Buy a copy at http://rtbook.bestpractical.com


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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

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up to 20 percent off the price. This sale won’t last long, so get in
touch today. Email us at sales@bestpractical.com or call us at +1
617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


 Alexander Rudolf Gruber

abaton EDV-Dienstleistungs GmbH


Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Stra�e 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at


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SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31,
we’ll take
up to 20 percent off the price. This sale won’t last long, so get in
touch today. Email us at sales@bestpractical.com or call us at +1
617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com


Oliver Nash

   Alexander Rudolf Gruber
abaton EDV-Dienstleistungs GmbH

Wielandgasse 14-16/IV/B11 A-8010 Graz
Mariahilfer Stra�e 1d/13 A-1060 Wien
LG f. ZRS Graz, FN202006v, ATU52569000
Tel: +43 (0) 316/817 896-0 Fax: DW 70
www.abaton.at alexander.gruber@abaton.at

Hi folks

I have recently experienced this same problem too, and would like to comment
on what I did as a workaround. To recap on the problem:

Outgoing email is not sent by RT, and " Outgoing email recorded " does not
appear on the ticket. Restarting Apache resolves this temporarily. It is
definitely related to sending large messages. To reproduce, I simply send an
email via RT with a large attachment (4MB) and RT will stop sending mail
until the next restart of Apache. The Apache error log shows it is unable to
allocate sufficient memory to launch sendmail:

“Couldn’t run /usr/sbin/sendmail: Cannot allocate memory at
/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line 320.”

In my case I am using exim4, so sendmail is just a symlink to that.

Alexander found a workaround for himself below, and I would like to add to
this conversation what I did to fix it.

I run Apache/2.2.8 (Ubuntu 8.04) mod_perl/2.0.3 Perl/v5.8.8 and Exim 4.69. I
seem to have found a workaround for this by replacing the Apache "worker"
MPM (mutli-processing module) with the older “prefork” MPM. On Ubuntu 8.04
this can be done by issuing “apt-get install apache2-mpm-prefork”. The
difference is that worker uses threads whereas prefork only uses processes
for concurrency. This is obviously not ideal, as you want RT to work with
any of the Apache MPMs.

Then I realised that while I am using Exim4, RT is configured to use
"sendmailpipe", so a more correct solution (than reconfiguring apache) might
be to change this setting to just “sendmail”, under the assumtion that the
"sendmailpipe" version is not compatible with other MTAs such as Exim.
Interestingly, this change does fix the issue. But unfortunately Exim sets
the envelope sender of the email to the local user (www-data@f.q.d.n)
instead of the desired email address (which is in thre From: header of the
mail). In some mail clients this results in sender listed as:

www-data [www-data@f.q.d.n]; on behalf of; Richard Brady [
support@example.com].

To get around this, RT needs to pass an envelope sender in the arguments to
senfdmail (exim4), which is currently not done in SendEmail.pm.

So I have gone with installing apache2-mpm-prefork as my workaround.

Regards,
RichardOn Tue, Jan 8, 2008 at 4:18 PM, Alexander Rudolf Gruber wrote:

My problem with the RT-System has been resolved!

I’ve added an additional debug-level and got this:
– snip –
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
#450/6880 - Scrip 7
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
Debug: After Recipients.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:254)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
Debug: After Header.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:261)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
Debug: After SendmailArguments.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:271)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
Debug: ‘sendmailpipe’
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:274)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
Debug: Couldn’t run /usr/sbin/sendmail: Cannot allocate memory
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:281)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
Mail: GLOB(0xd9507a8)
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:282)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.at
SendmailArguments: -oi -t
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)
Jan 3 12:30:08 rt RT: rt-3.6.1-24121-1199359807-997.450-7-0@rt.abaton.atDebug:
Could not send mail.
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:300)
– snap –

Then I knew it had something to do with a memory problem - although "free"
showed me:

rt:/var/log# free -m
total used free shared buffers cached
Mem: 2006 1970 35 0 135 1019
-/+ buffers/cache: 816 1190
Swap: 4094 0 4094

This was certainly not the problem, so I went deeper.
Further investigation got me:

cat /vz/root/104/proc/user_beancounters
Version: 2.5
uid resource held maxheld
barrier limit failcnt
104: kmemsize 4806443 6109370
32307712 32307712 0
lockedpages 0 0
128 128 0
privvmpages 230693 350667
2880450 3200500 106
shmpages 57 1993
19121 19121 0
dummy 0 0
0 0 0
numproc 80 93
650 650 0
physpages 91609 142076
0 2147483647 0
vmguarpages 0 0
78565 2147483647 0
oomguarpages 91609 142076
24576 2147483647 0
numtcpsock 6 22
540 540 0
numflock 4 8
252 280 0
numpty 0 2
16 16 0
numsiginfo 2 6
256 256 0
tcpsndbuf 104832 644416
2949120 4915200 0
tcprcvbuf 98304 341872
4128768 6881280 0
othersockbuf 13856 1212608
1365012 3500032 0
dgramrcvbuf 0 8464
368640 368640 0
numothersock 16 29
561 561 0
dcachesize 0 0
5662310 6291456 0
numfile 1365 1790
12288 12288 0
dummy 0 0
0 0 0
dummy 0 0
0 0 0
dummy 0 0
0 0 0
numiptent 10 10
128 128 0

So /privvmpages /was the problem (failcount 106 = 106 times RT could not
send mail due to page shortage) - I raised the respective value by factor 10
and the system was able to send mails since then. Testing the system on its
own (which I did before) showed that I could definitely send mails from the
system, the system was not out of disk-space and I had plenty ram/swap
avaliable.

The rather odd thing was that there where no fail-messages from RT at all
(I mean before I added my own debug-level) or I would have solved the
mystery much earlier.

Thanks for all the hints and help everyone gave me!

best wishes,
Alexander

o.nash@cs.ucc.ie schrieb:

Re sending emails from Rt

if your mailserver is postfix, you might need to add the hostname of the
server running RT to the ‘relayhosts’ variable in postfix.
or the equivalent in sendmail.cf

regards
Oliver

On Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote:

Thanks for the many replies everyone and a happy new year 2008!

I’ve been away over the holidays and now I’m trying to resolve that
matter for good :slight_smile:
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to
rt-users-bounces@lists.bestpractical.com instead of
rt-users@lists.bestpractical.com (copied the wrong address).

Benjamin Weser schrieb:

We had the problem of RT not sending mails to anybody too. But I don’t
think that there were messages about that in rt.log because the fault was
that somebody changed the IP of the mailserver. So all mails sent by RT
stayed in the spool of postfix unless I corrected the postfix configuration
with the new IP address of the mailserver. Unfortunately I can’t check the
logfile anymore because it doesn’t contain information from this time
anymore. But maybe that’s another part of the system where you can have a
look at. Good luck!

Ben

Ben,

it seems I can’t pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients

  • so it looks like the scrips are working as they should - it just
    doesn’t do it for whatever reason.

Kenneth Crocker schrieb:

Stephen,

AAAAAHHHHHHH! Kool. I just learned something. Then I really can’t
see why RT can’t find a recipient unless there is some disconnection between
what RT is looking for and where it looks for it. Alexander said there were
no changes to RT. The scrips are triggering, RT is looking, nothing is
found, no email goes out, but probably would have if RT had found a
recipient. I’m sure he checked the “organization” set to the DNS name of the
host" problem from before. I’m at a loss, but that’s no big surprise since I
am just now getting to learn about the “internals” of RT. Hope someone has
an idea that works for him.

Kenn
LBNL

On 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

   I agree. If RT could not access the DB, then a lot of things

would not be working. However, my point was really that based on the content
of the error message, RT thinks that it hasn’t FOUND the recipient. There
could, and probably are, many possible reasons for that. Perhaps after
accessing the DB, the data gets lost in transition or put into an area that
got misnamed or is not accessible for some reason. I am not a “Systems” guy
when it comes to playing with those technologies (UNIX, ORACLE, MySQL,
etc.), but I have been in the business for a long time and my debugging
skills tell me that RT is having trouble with either capturing the data or
finding/recognizing it after it has been captured/found/stored. Somewhere in
that process, the data is either getting lost or it becomes unrecognizable,
ergo the error message you’re getting. Sorry I can’t be of more help. I am
REALLY interested in what you DO find when you get the problem resolved.
Best of luck.

Kenn
LBNL

Kenn,

well … I don’t have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I’ll be able
to find whats wrong. If that doesn’t get me anywhere either I guess I’ll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I’ll let you know in any case what I did as soon as that problem is
resolved.

The “No recipients found” message just means that the scrip decided

that nobody should receive mail for this transaction - it doesn’t mean that
data is missing or corrupt. For example - if you have a scrip with action
’Notify AdminCcs’ and there are no AdminCcs for the ticket or queue, you’ll
see this message in the log.

Steve

Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.


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 Alexander Rudolf Gruber

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Tel: +43 (0) 316/817 896-0 Fax: DW 70
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