Scrip9 (autoresponse after ticket is resolved) fails with no Recipient

RT Users
1

Hi,

I just realized that my scrip9 (which is responsible for sending emails
to clients, if the tickets status changes

to ‘resolved’) is not working properly. The status is changed (which is
not part of scrip9, but this point is working)

but the email is not send.

syslog reports

Mar 24 13:04:39 dmsbsrv5 RT: rt-3.0.8-35-230.0.606156788158714@dmsb.de
#35/230 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:92)

Mar 24 13:04:39 dmsbsrv5 RT: rt-3.0.8-35-230.0.606156788158714@dmsb.de
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)

The client and admincc have valid addresses and are registered in this
example-ticket (#35). I have atm absolutely

no idea where this fails or is missing information. well ok, it fails in
SendEmail:257, but if I dump the MIMEObj with data-dumper

I only get those email addresses

    'In-Reply-To: <rt-35@dmsb.de>

    'Message-Id: <rt-3.0.8-35-233.9.55522076235191@dmsb.de>

    'Reply-To: rt-allgemein@ticket.intranet.dmsb.de

    'RT-Originator: bauer@dmsb.de

    'From: "Felix Bauer via RT"

rt-allgemein@ticket.intranet.dmsb.de

but this is missing the To-field. In fact I don’t have a clue and would
appreciate any help…

cheers

-fe

2

What is your setting in RT_SiteConfig.pm for $NotifyActor?

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 behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);On Wed, Mar 24, 2004 at 01:27:59PM +0100, Bauer, Felix wrote:

Hi,

I just realized that my scrip9 (which is responsible for sending emails
to clients, if the tickets status changes

to ‘resolved’) is not working properly. The status is changed (which is
not part of scrip9, but this point is working)

but the email is not send.

syslog reports

Mar 24 13:04:39 dmsbsrv5 RT: rt-3.0.8-35-230.0.606156788158714@dmsb.de
#35/230 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:92)

Mar 24 13:04:39 dmsbsrv5 RT: rt-3.0.8-35-230.0.606156788158714@dmsb.de
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)

The client and admincc have valid addresses and are registered in this
example-ticket (#35). I have atm absolutely

no idea where this fails or is missing information. well ok, it fails in
SendEmail:257, but if I dump the MIMEObj with data-dumper

I only get those email addresses

    'In-Reply-To: <rt-35@dmsb.de>

    'Message-Id: <rt-3.0.8-35-233.9.55522076235191@dmsb.de>

    'Reply-To: rt-allgemein@ticket.intranet.dmsb.de

    'RT-Originator: bauer@dmsb.de

    'From: "Felix Bauer via RT"

rt-allgemein@ticket.intranet.dmsb.de

but this is missing the To-field. In fact I don’t have a clue and would
appreciate any help…

cheers

-fe

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3

I just realized that my scrip9 (which is responsible for sending emails
to clients, if the tickets status changes to ‘resolved’) is not working
properly. The status is changed (which is not part of scrip9, but this
point is working)

but the email is not send.

I had a similar situation with Scrip 2 (Autoreply)… the email passed to
a list manager before arriving to RT, and it had a header:

Precedence: bulk

which is trapped by the function CheckForAutoGenerated
(RT/Interface/Email.pm), and adds the header line ‘RT-Squelch-Replies-To’
with the email address, and when it arrives to RT/Action/SendEmail.pm
the email address is discarded thus not sending the email.

This is only one possibility, check if the message has a header line like
‘Precedence: bulk’ or ‘Precedence: junk’.

Paulo Matos

|Sys & Net Admin | Servi�o de Inform�tica |
|Faculdade de Ci�ncias e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |

4

Thanks Todd, your absolutly right. I missed that point in my
configuration
and was working by myself with my account grml :frowning:

What is your setting in RT_SiteConfig.pm for $NotifyActor?

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

behaviour,

Set $NotifyActor to 1

Set($NotifyActor, 0);

Hi,

I just realized that my scrip9 (which is responsible for sending
emails
to clients, if the tickets status changes

to ‘resolved’) is not working properly. The status is changed
(which
is
not part of scrip9, but this point is working)

but the email is not send.

syslog reports

Mar 24 13:04:39 dmsbsrv5 RT: <rt-3.0.8-35-
230.0.606156788158714@dmsb.de>
#35/230 - Scrip 9 (/opt/rt3/lib/RT/Action/SendEmail.pm:92)

Mar 24 13:04:39 dmsbsrv5 RT: <rt-3.0.8-35-
230.0.606156788158714@dmsb.de>
No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:257)

The client and admincc have valid addresses and are registered in
this
example-ticket (#35). I have atm absolutely

no idea where this fails or is missing information. well ok, it
fails