Set up email notification on create ticket in every queue version 4.2.8

RT Users
1

hi friends

I have problem with setting up mail notification on ticket creation.

i use this template

To: haghi.shadi710@gmail.com
RT-Attach-Message: yes

A new ticket has been created in the {$Ticket->QueueObj->Name} queue. Details are as follows:

Ticket #: {$Ticket->id}
 Created: {$Transaction->CreatedAsString}

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

{my $out = “”;
$out = $Transaction->Content() unless $Transaction->Content() eq “This transaction appears to have no content”;
$out;
}

and active scrip for it

but did not work

plz guide me

thank you

2

Do you see it being called, or any errors, in the logs?

3

which log do you mean i can show you

4

relay=none, delay=100978, delays=100978/0.08/0/0, dsn=4.4.3, status=deferred (delivery temporarily suspended: Host or domain name not found. Name service error for name=… type=MX: Host not found, try again)

5

another one : Committing scrip #13 on txn #113682 of ticket #15194 (/usr/share/request-tracker4/lib/RT/Scrips.pm:306)
Jul 16 15:59:01 support RT: [31463] Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #113682 on ticket #15194 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495)
Jul 16 15:59:02 support RT: [31463] Rendering attachment #39341 of ‘text/html’ type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)

6

That looks like a mail transfer agent (aka mail server) log file entry. Its telling you that the destination host for the email doesn’t have a valid MX record in the DNS.

7

after i correct the MX it said another error:
Jul 16 15:59:01 support RT: [31463] Found 0 scrips for TransactionBatch stage with applicable type(s) Status for txn #113682 on ticket #15194 (/usr/share/request-tracker4/lib/RT/Scrips.pm:495)
Jul 16 15:59:02 support RT: [31463] Rendering attachment #39341 of ‘text/html’ type (/usr/share/request-tracker4/html/Elements/ShowTransactionAttachments:182)

i should say my stage just has two mod normal and batch it does not have TransactionCreate

8

ohhhhh nooo it again i have error in MX record

what should I do plzzzzzzzzzzz help

9

Fixing your MX record is a bit beyond the RT forum I’m afraid - that’ll depend on the mail system you run (or others run for you of course).

10

i fix the mx issue and notif become ok.

thank you

11

excuseme friend

when i change gmail to another email (organization email) it send some error and doesn’t notify to that email
Jul 17 12:10:42 support postfix/smtpd[4874]: warning: database /etc/aliases.db is older than source file /etc/aliases
Jul 17 12:10:42 support postfix/smtpd[4874]: connect from unknown[185.234.217.38]
Jul 17 12:10:43 support postfix/smtpd[4874]: lost connection after AUTH from unknown[185.234.217.38]
Jul 17 12:10:43 support postfix/smtpd[4874]: disconnect from unknown[185.234.217.38]
Jul 17 12:11:22 support postfix/smtpd[4874]: warning: hostname nowsms.endolar.com does not resolve to address 78.46.120.6
Jul 17 12:11:22 support postfix/smtpd[4874]: connect from unknown[78.46.120.6]
Jul 17 12:11:22 support postfix/smtpd[4874]: disconnect from unknown[78.46.120.6]
like this

can you help me
thank you

12

Jul 17 12:51:18 support postfix/smtp[4993]: D2A1B148395: to=www-data@pishro.computer, relay=mail.pishro.computer[178.216.250.110]:25, delay=0.56, delays=0/0/0.56/0, dsn=5.4.6, status=bounced (mail for pishro.computer loops back to myself)

13

i should change anything in my dns ?

14

Those are postfix mail transfer agent errors, rather than problems with RT. It looks like your mail server isn’t happy with the transaction coming in because “nowsms.endolar.com” isn’t a valid DNS name that resolves to address 78.46.120.6. However that IP address does have a reverse address (in-addr-arpa) PTR record that points to nowsms.endolar.com, so it looks like your DNS configuration is stuffed up - you’ll need to talk to your network and/or email folk to sort this out.

15

Jul 17 12:51:18 support postfix/smtp[4993]: D2A1B148395: to=www-data@pishro.computer, relay=mail.pishro.computer[178.216.250.110]:25, delay=0.56, delays=0/0/0.56/0, dsn=5.4.6, status=bounced (mail for pishro.computer loops back to myself)

did you see this???

16

Hi Haghi

Those look like issues with a Postfix MTA rate ethan RT. I would suggest you talk to whoever looks after your mail system

regards
Garry

17

I am the admin of that:cry:

could you say what do you mean by postfix MTA??

18

MTA = Mail Transfer Agent

It appears that you need to fix your DNS

19

you mean i should add
this to my dsn
mail.pishro.computer[178.216.250.110]:

20

plz say someting that i can handle my problem i understand i have DNS problem but what change i should perform