Tickets created by email not picking up requestor after upgrade from 3.8.6 to 4.0.5

RT Users
1

Hello all,

I’ve run across an odd situation. Just upgraded our internal version of
RT to 4.0.5 last night and now when tickets are created from the mail
gateway, they don’t get the requestor assigned. The ticket gets created
just fine and I can see the from address in the ticket, but it never
gets populated into the requestor field.

Has anyone else experienced this?

Dallas

2

I’ve run across an odd situation. Just upgraded our internal version of
RT to 4.0.5 last night and now when tickets are created from the mail
gateway, they don’t get the requestor assigned. The ticket gets created
just fine and I can see the from address in the ticket, but it never
gets populated into the requestor field.

I’ve not encountered that behavior with rt-mailgate. We see it
sometimes with misconfigured users and the SelfService interface.
Can you show the history of a relevant ticket? You’ll also want to
review any custom Scrips or MailPlugins or other customizations.

-kevin

3

I’ve not encountered that behavior with rt-mailgate. We see it
sometimes with misconfigured users and the SelfService interface.
Can you show the history of a relevant ticket? You’ll also want to
review any custom Scrips or MailPlugins or other customizations.

-kevin

Thanks for the reply Kevin.

This is getting interesting. I have tested with a few different queues
and removed scrips and it looks like it may be associated with my user
account.

If I send email (via pine or even direct SMTP to port 25) it won’t set
me as the requestor. I have had a fellow user of same groups and
permissions test and he gets set as the requestor when doing the same
process.

We are running a vanilla installation and have no additional plugins or
customizations that would be getting in the way.

Where should I be looking for oddities on my user account?

Dallas

4

I’ve not encountered that behavior with rt-mailgate. We see it
sometimes with misconfigured users and the SelfService interface.
Can you show the history of a relevant ticket? You’ll also want to
review any custom Scrips or MailPlugins or other customizations.

-kevin

[snip]

Where should I be looking for oddities on my user account?

Dallas

Aha! I found it. I had a queue set up for testing that was disbled and
it had my address in for the Reply Address. This caused an error that
was reported on the web interface when I attempted to create a ticket
through the web interface. Removing that address from the queue fixed it
up.

Dallas

5

I’ve not encountered that behavior with rt-mailgate. We see it
sometimes with misconfigured users and the SelfService interface.
Can you show the history of a relevant ticket? You’ll also want to
review any custom Scrips or MailPlugins or other customizations.

This is getting interesting. I have tested with a few different queues
and removed scrips and it looks like it may be associated with my user
account.

If I send email (via pine or even direct SMTP to port 25) it won’t set
me as the requestor. I have had a fellow user of same groups and
permissions test and he gets set as the requestor when doing the same
process.

We are running a vanilla installation and have no additional plugins or
customizations that would be getting in the way.

Where should I be looking for oddities on my user account?

I’d still like to see some history logs about the ticket so we fully
understand your error case.

You can always turn the RT logs up to debug and see what’s running.

-kevin