Strange error when replying back on a ticket

Hi,

I was just informed that when a user creates a ticket via email, the
system will do the auto-respond, but when our admin reply’s to the user
request, an email isn’t sent back to the user.

I took a look in my /var/log/maillog, and didn’t see anything, so I then
looked in /var/log/messages and found this.

Oct 10 13:32:56 pandora2 RT:
rt-3.4.2-61-816-5.17.2883571790934@example.local #61/816 - Scrip 5
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
Oct 10 13:32:56 pandora2 RT:
rt-3.4.2-61-816-5.17.2883571790934@example.local No recipients found.
Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247)
Oct 10 13:32:56 pandora2 RT:
rt-3.4.2-61-816-7.13.6174906473852@example.local #61/816 - Scrip 7
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
Oct 10 13:32:56 pandora2 RT:
rt-3.4.2-61-816-7.13.6174906473852@example.local No recipients found.
Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247)
Oct 10 13:33:18 pandora2 RT:
rt-3.4.2-61-818-5.13.3657018448564@example.local #61/818 - Scrip 5
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
Oct 10 13:33:18 pandora2 RT:
rt-3.4.2-61-818-5.13.3657018448564@example.local No recipients found.
Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247)
Oct 10 13:33:18 pandora2 RT:
rt-3.4.2-61-818-7.1.32492013823295@example.local #61/818 - Scrip 7
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
Oct 10 13:33:18 pandora2 RT:
rt-3.4.2-61-818-7.1.32492013823295@example.local No recipients found.
Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247)
Oct 10 13:35:25 pandora2 RT:
rt-3.4.2-61-821-5.7.78048808011739@example.local #61/821 - Scrip 5
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
Oct 10 13:35:25 pandora2 RT:
rt-3.4.2-61-821-5.7.78048808011739@example.local No recipients found.
Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247)
Oct 10 13:35:25 pandora2 RT:
rt-3.4.2-61-821-7.7.52387969259843@example.local #61/821 - Scrip 7
(/usr/local/rt3/lib/RT/Action/SendEmail.pm:235)
Oct 10 13:35:25 pandora2 RT:
rt-3.4.2-61-821-7.7.52387969259843@example.local No recipients found.
Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247)

This just started about 10 minutes ago. And nothing has changed from 4
months ago when the system was installed.

Any help would be very great.

Thank you,

Bryant

ok so I found out something. ( I’m sure RTFM ), but I didn’t find
anything regarding it so far.

so here is the deal.

If you own a ticket, and are also a requester, you cannot from the web
UI, reply back to yourself.

Also, it seems that the default file size for attachments of 10MB is
stripping out files of lesser than 10MB with file extentions of *.zip,
*.bmp, *.png, *.exe etc. The only file I could get attached was an *.xls
file.

any ideas?

ok so I found out something. ( I’m sure RTFM ), but I didn’t find
anything regarding it so far.
It’s in FAQ on the wiki, it’s in RT_SiteConfig.
Answer is a NotifyActor config option.
RTFM :slight_smile:

so here is the deal.

If you own a ticket, and are also a requester, you cannot from the web
UI, reply back to yourself.

Also, it seems that the default file size for attachments of 10MB is
stripping out files of lesser than 10MB with file extentions of *.zip,
*.bmp, *.png, *.exe etc. The only file I could get attached was an *.xls
file.

any ideas?
Start new thread for this with more info about your setup. If DB is
mysql then check FAQ and max_allowed_packet in my.cnf.


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