RT thinks that the ticket has no recipients

RT Users
1

RT version 3.8.1, ExternalAuth version 0.08

I’ve run into a problem with testing the instance of RT I’ve installed that the notification emails aren’t getting sent. The mail log doesn’t list anything being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks.

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

2

RT version 3.8.1, ExternalAuth version 0.08

I’ve run into a problem with testing the instance of RT I’ve installed that the notification emails aren’t getting sent. The mail log doesn’t list anything being processed, so I checked the httpd error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]: <rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks.

Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

3

You sent this same message 1.5 hours earlier. You (likely) didn’t get
a response because you didn’t include any specific information. At
10k feet it could be anything. Start at a lower level – who should
have gotten mail? Who shows up on the People tab of the ticket? If
there’s nobody there…On Apr 21, 2009, at 3:27 PM, Gary Greene wrote:

RT version 3.8.1, ExternalAuth version 0.08

I’ve run into a problem with testing the instance of RT I’ve
installed that the notification emails aren’t getting sent. The mail
log doesn’t list anything being processed, so I checked the httpd
error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/
perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other Recipients (/
usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs
(/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD
actually) record since we use Exchange for email. Can someone please
shed some light on why this is failing? Thanks.

–
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

The rt-users Archives

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

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

4

[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/
perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[snip]

[info] means its informational. If was an error it would say [error]. So,
those log entries don’t really tell you anything other than what you already
know. The problem is likely your config and/or usage.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

5

-----Original Message-----
From: Jo Rhett [mailto:jrhett@netconsonance.com]
Sent: Tuesday, April 21, 2009 4:30 PM
To: Gary Greene
Cc: RT Users; Gary Greene
Subject: Re: [rt-users] RT thinks that the ticket has no
recipients…

You sent this same message 1.5 hours earlier. You (likely)
didn’t get
a response because you didn’t include any specific information. At
10k feet it could be anything. Start at a lower level – who should
have gotten mail? Who shows up on the People tab of the ticket? If
there’s nobody there…

RT version 3.8.1, ExternalAuth version 0.08

I’ve run into a problem with testing the instance of RT I’ve
installed that the notification emails aren’t getting sent.
The mail
log doesn’t list anything being processed, so I checked the httpd
error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs
(/usr/lib/
perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other
Recipients (/
usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify
Requestors and Ccs
(/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD
actually) record since we use Exchange for email. Can
someone please
shed some light on why this is failing? Thanks.

–
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

The rt-users Archives

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

–
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Regarding sending twice, that was because I didn’t see it come through the list, since the Exchange server thought it fun to deliver only the CC’d version of the message instead of the one for the ML. Apologies about that…

In the People tab:
Owner: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Requestors: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Cc:
AdminCc:

As I said, I’m testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month.

If you need any other info, please ask.

6

In the People tab:
Owner: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Requestors: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Cc:
AdminCc:

And what are you expecting to get? An email to the owner? An email to the
requestor? Both?

Do you have scrips configured in this queue (or global ones) that cover
those recipients for the event you want to trigger the email?

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

7

In the People tab:
Owner: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Requestors: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Cc:
AdminCc:

As I said, I’m testing this for various queue interaction items to
see if any gotchas will come up for my users when I roll this out in
the next month.

The default setting is not to send e-mail to people about their own
tickets. This duplicate suppression is why you’re getting no e-mail.
You can change this in your settings, or use some freemail (Google,
Yahoo, etc) accounts for testing purposes.

Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

8

-----Original Message-----
From: Tom Lahti [mailto:toml@bitstatement.net]
Sent: Tuesday, April 21, 2009 4:55 PM
To: Gary Greene
Cc: RT Users
Subject: Re: [rt-users] RT thinks that the ticket has no
recipients…

In the People tab:
Owner: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Requestors: “Gary Greene”
ggreene@minervanetworks.com (ggreene)
Cc:
AdminCc:

And what are you expecting to get? An email to the owner? An
email to the
requestor? Both?

I expect that the owner of the ticket will get a confirmation email when they first post and when a reply comes in, and if the requestor responds to the ticket, that the owner will get a confirmation email. From the sound of it, it requires a little more setup on my part to get it to do precisely what I want.

Do you have scrips configured in this queue (or global ones)
that cover
those recipients for the event you want to trigger the email?

I should, since I’ve got the normal global scrips set for comments and replies.

9

-----Original Message-----
From: Jo Rhett [mailto:jrhett@netconsonance.com]
Sent: Tuesday, April 21, 2009 5:00 PM
To: Gary Greene
Cc: RT Users
Subject: Re: [rt-users] RT thinks that the ticket has no
recipients…

In the People tab:
Owner: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Requestors: “Gary Greene”
ggreene@minervanetworks.com (ggreene)
Cc:
AdminCc:

As I said, I’m testing this for various queue interaction items to
see if any gotchas will come up for my users when I roll
this out in
the next month.

The default setting is not to send e-mail to people about their own
tickets. This duplicate suppression is why you’re getting no
e-mail.
You can change this in your settings, or use some freemail (Google,
Yahoo, etc) accounts for testing purposes.

Where in the settings? I don’t see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm?

10

Do you have scrips configured in this queue (or global ones)
that cover
those recipients for the event you want to trigger the email?

I should, since I’ve got the normal global scrips set for comments and replies.

“I should” tells me you haven’t looked at the scrips for the queue (and I
have no idea what the “normal” global scrips would be, been quite a while
since I had a default installation).

Configuration → Queues → → Scrips

Pay attention to the condition. “On create” is a different condition than
“on comment” and “on correspond”.

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

11

Where in the settings? I don’t see a setting for it in the web UI. Is
this another option that needs set in RT_SiteConfig.pm?

Yes, its in the config, not the UI.

By default, RT doesn’t notify the person who performs an update, as they
already know what they’ve done. If you’d like to change this behavior,
Set $NotifyActor to 1.

Set($NotifyActor, 1);

– ============================
Tom Lahti
BIT Statement LLC

(425)251-0833 x 117
http://www.bitstatement.net/
– ============================

12

Check NotifyActor in RT_SiteConfig.pm

Gary Greene wrote:

-----Original Message-----
From: Jo Rhett [mailto:jrhett@netconsonance.com]
Sent: Tuesday, April 21, 2009 4:30 PM
To: Gary Greene
Cc: RT Users; Gary Greene
Subject: Re: [rt-users] RT thinks that the ticket has no
recipients…

You sent this same message 1.5 hours earlier. You (likely)
didn’t get
a response because you didn’t include any specific information. At
10k feet it could be anything. Start at a lower level – who should
have gotten mail? Who shows up on the People tab of the ticket? If
there’s nobody there…

RT version 3.8.1, ExternalAuth version 0.08

I’ve run into a problem with testing the instance of RT I’ve
installed that the notification emails aren’t getting sent.

The mail

log doesn’t list anything being processed, so I checked the httpd
error_log, and see the following:

[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> #5/96 - Scrip 5 On Correspond Notify AdminCcs

(/usr/lib/

perl5/vendo
r_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-319.5-5-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> #5/96 - Scrip 7 On Correspond Notify Other

Recipients (/

usr/lib/per
l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346849-737.5-7-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> #5/96 - Scrip 6 On Correspond Notify

Requestors and Ccs

(/usr/lib/p
erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302)
[Tue Apr 21 20:47:30 2009] [info]:
<rt-3.8.1-25329-1240346850-536.5-6-0@minervan
etworks.com> No recipients found. Not sending. (/usr/lib/perl5/
vendor_perl/5.8.8
/RT/Interface/Email.pm:338)

All users at Minerva Networks have a mail field in their LDAP (AD
actually) record since we use Exchange for email. Can

someone please

shed some light on why this is failing? Thanks.

–
Gary L. Greene, Jr.
IT Operations
Minerva Networks, Inc.
Cell: (650) 704-6633
Phone: (408) 240-1239

The rt-users Archives

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

–
Jo Rhett
Net Consonance : consonant endings by net philanthropy, open source
and other randomness

Regarding sending twice, that was because I didn’t see it come through the list, since the Exchange server thought it fun to deliver only the CC’d version of the message instead of the one for the ML. Apologies about that…

In the People tab:
Owner: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Requestors: “Gary Greene” ggreene@minervanetworks.com (ggreene)
Cc:
AdminCc:

As I said, I’m testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month.

If you need any other info, please ask.

The rt-users Archives

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

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati