*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
