Urgent problem

RT Users
1

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

2

David,
in the main templates (Global) webgui in the autoreply template you can put
a “From:” right before the Subject:

eg: From: helpdesk@company.com

Atleast that’s how I did it and it works great.-----Original Message-----
From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 8:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

3

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Tue, 7 Aug 2001, Billy Gunn wrote:

I had the same issue. Replies are not configured by default. You need to
create a scrip to reply for each queue. The neccesary scrip might look like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

4

Hmm, funny thing about that… I just setup the global script to handle all
my responses either auto, or corrosponeds and resolve and they all work
find. I did notice however that if you have any global scripts for email
responses setup and you also have queue scripts setup for email responses
that you will run into all kinds of problems… this one being the one I
encounterd yesterday…From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 9:29 AM
To: Billy Gunn
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Urgent problem

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

I had the same issue. Replies are not configured by default. You need to
create a scrip to reply for each queue. The neccesary scrip might look
like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

5

Hello David,

We have this 2 scritps in RT2 and maiby it does what you want:

  • OnCorrespond AutoreplyToRequestors FollowupTemplate
  • OnCreate AutoreplyToRequestors Autoreply

FollowupTemplate is of course a customized template but you can choose the
default correspondance template.

Our followupTemplate looks like this:>>
Subject: {$Ticket->Subject}

Hi,

You’re receiving this as an update regarding request #{$Ticket->id()}.

Summary:
{$Transaction->Content()}
<<

and {$Transaction->Content()} display the content of your reply
This rule will also send this template to a user that reply to a ticket.
Summary will be what he wrote.

Steve Poirier
Project manager
Inet-Technologies inc.

From: “David C. Troy” dave@toad.net
To: “Billy Gunn” billy.gunn@porivo.com
Cc: rt-users@lists.fsck.com
Sent: Tuesday, August 07, 2001 12:29 PM
Subject: RE: [rt-users] Urgent problem

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

I had the same issue. Replies are not configured by default. You need
to
create a scrip to reply for each queue. The neccesary scrip might look
like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not
sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly
because
I don’t know what that is and have wanted to stick to simplicity first.
I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos
name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

6

Hmm, ya thats the way it looks. Atleast that’s what I saw yesterday! :(From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 10:16 AM
To: Taylor, Bryant
Cc: ‘Billy Gunn’; ‘rt-users@lists.fsck.com’
Subject: RE: [rt-users] Urgent problem

OK – seems like the deal is that it sends the correspondence to the
requestor if the requestor is not the owner or another RT user. Is this
maybe a function of loop detection/blocking?

Makes it hard for our admins to test…

Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

Hmm, funny thing about that… I just setup the global script to handle
all
my responses either auto, or corrosponeds and resolve and they all work
find. I did notice however that if you have any global scripts for email
responses setup and you also have queue scripts setup for email responses
that you will run into all kinds of problems… this one being the one I
encounterd yesterday…

-----Original Message-----
From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 9:29 AM
To: Billy Gunn
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Urgent problem

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

I had the same issue. Replies are not configured by default. You need
to
create a scrip to reply for each queue. The neccesary scrip might look
like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not
sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly
because
I don’t know what that is and have wanted to stick to simplicity first.
I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos
name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

7

OK – seems like the deal is that it sends the correspondence to the
requestor if the requestor is not the owner or another RT user. Is this
maybe a function of loop detection/blocking?

Makes it hard for our admins to test…

Dave

David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.netOn Tue, 7 Aug 2001, Taylor, Bryant wrote:

Hmm, funny thing about that… I just setup the global script to handle all
my responses either auto, or corrosponeds and resolve and they all work
find. I did notice however that if you have any global scripts for email
responses setup and you also have queue scripts setup for email responses
that you will run into all kinds of problems… this one being the one I
encounterd yesterday…

-----Original Message-----
From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 9:29 AM
To: Billy Gunn
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Urgent problem

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

On Tue, 7 Aug 2001, Billy Gunn wrote:

I had the same issue. Replies are not configured by default. You need to
create a scrip to reply for each queue. The neccesary scrip might look
like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

8

“DCT” == David C Troy dave@toad.net writes:

DCT> What I’m talking about is clicking on Reply in the Web UI; right now,
DCT> despite the fact that “Update Type: Response to Requestors” is what’s in
DCT> the “Update ticket” window, no response is sent to the requestors.

Right, but do you have the Scrip below enabled? By default no mail is
sent no matter what you do unless there is a scrip enabled to send the
mail.

DCT> On Tue, 7 Aug 2001, Billy Gunn wrote:

9

Ok. in rt-mailgate, try adding the line

$SquelchReplies = 1;

right after the line

if ($IsSuspiciousSender || $IsAutoGenerated || $IsALoop) {

If it works, this fix will be in 2.0.5On Tue, Aug 07, 2001 at 01:15:52PM -0400, David C. Troy wrote:

OK – seems like the deal is that it sends the correspondence to the
requestor if the requestor is not the owner or another RT user. Is this
maybe a function of loop detection/blocking?

Makes it hard for our admins to test…

Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

On Tue, 7 Aug 2001, Taylor, Bryant wrote:

Hmm, funny thing about that… I just setup the global script to handle all
my responses either auto, or corrosponeds and resolve and they all work
find. I did notice however that if you have any global scripts for email
responses setup and you also have queue scripts setup for email responses
that you will run into all kinds of problems… this one being the one I
encounterd yesterday…

-----Original Message-----
From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 9:29 AM
To: Billy Gunn
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Urgent problem

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

On Tue, 7 Aug 2001, Billy Gunn wrote:

I had the same issue. Replies are not configured by default. You need to
create a scrip to reply for each queue. The neccesary scrip might look
like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero.
-Tanj

10

Ack. I hit send too fast that would be add the line

$ErrorsTo = $RT::OwnerEmail;

right after the line

if ($IsSuspiciousSender || $IsAutoGenerated || $IsALoop) {

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

Hmm, funny thing about that… I just setup the global script to handle all
my responses either auto, or corrosponeds and resolve and they all work
find. I did notice however that if you have any global scripts for email
responses setup and you also have queue scripts setup for email responses
that you will run into all kinds of problems… this one being the one I
encounterd yesterday…

-----Original Message-----
From: David C. Troy [mailto:dave@toad.net]
Sent: Tuesday, August 07, 2001 9:29 AM
To: Billy Gunn
Cc: rt-users@lists.fsck.com
Subject: RE: [rt-users] Urgent problem

Hm – OK – this doesn’t seem to be changing anything. I’m not talking
about echoing correspondence received by mailgate from an owner being
echoed out to requestors – I think that’s what you’re talking about.

What I’m talking about is clicking on Reply in the Web UI; right now,
despite the fact that “Update Type: Response to Requestors” is what’s in
the “Update ticket” window, no response is sent to the requestors.

Can someone confirm that this is abnormal behavior? Seems really
unintuitive that “response to requestors” would ever not send mail to
requestors.

Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

I had the same issue. Replies are not configured by default. You need to
create a scrip to reply for each queue. The neccesary scrip might look
like:

OnCorrespond NotifyRequestors with template

Cheers,
Billy

-----Original Message-----
From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of David C. Troy
Sent: Tuesday, August 07, 2001 10:12 AM
To: rt-users@lists.fsck.com
Subject: [rt-users] Urgent problem

Hey all –

It just came to my attention that my 2.0.4 RT installation is not sending
mail to requestors that is entered in via the web interface. That is:

  • Requestor sends mail to queue
  • Ticket is opened, autoreply scrip is executed
  • Staff chooses “reply” from Web GUI, enters msg
  • Msg is recorded in DB but not sent to requestor via sendmail

Path to sendmail seems to be right; mail from this machine to same
requestors work OK. Have not tried ‘sendmailpipe’ options mostly because
I don’t know what that is and have wanted to stick to simplicity first. I
don’t see any logs on what may or may not be happening.

This is RH 7.1 with sendmail 8.11.2.

Other small question: when RT autoreplies, it uses ‘RT’ as the gecos name
– can that be changed to something else? If so, where?

Thanks,
Dave

=====================================================================
David C. Troy [dave@toad.net] 410-544-6193 Sales
ToadNet - Want to go fast? 410-544-1329 FAX
570 Ritchie Highway, Severna Park, MD 21146-2925 www.toad.net

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–
jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

There are no supercomputer applications that are solvable that cannot be solved
in finite time using a fucking TRS-80 with approprite disk/tape drives. Zero.
-Tanj

jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

“Mary had a crypto key / She kept it in escrow
And everything that Mary said / The Feds were sure to know” – Sam Simpson