Webrt replies not mailed to requestor

RT Users
1

Hello,

I installed RT a couple of nights ago and everything seems to be working
great, except one little detail (which happens to be a very important
one).

Using the web interface, replying to a request does not request in an
e-mail sent to the requestor. There are no error messages and no entry in
our mail log, web server error log, etc. However, if I CC the reply to
someone, the CC does go through which makes me believe I don’t have a
sendmail problem. Any quick ideas why the mail does not get sent to the
requestor? Anything else that you may need to know to help?

Verion info as requested by the FAQ included below.

% /usr/local/rt/bin/rt
Welcome to Request Tracker 1.0.4 (no patches installed or applied)

Apache 1.3.3 / sendmail 8.8.5

% uname -a
BSDI BSD/OS 3.1 Kernel #4

% perl -V
Summary of my perl5 (5.0 patchlevel 5 subversion 3) configuration:
Platform:
osname=bsdos, osvers=3.1, archname=i386-bsdos
uname=‘bsdos force.daze.net 3.1 bsdi bsdos 3.1 kernel #4: thu oct 16
16:16:5
2 mdt 1997
polk@corp.bsdi.com:amddemiurgehomepolksys-3.0patchescompilegeneric i3
86 ’
hint=recommended, useposix=true, d_sigaction=define
usethreads=undef useperlio=undef d_sfio=undef
Compiler:
cc=‘shlicc2’, optimize=’-O2’, gccversion=2.7.2.1
cppflags=‘-I/usr/local/include’
ccflags =‘-I/usr/local/include’
stdchar=‘char’, d_stdstdio=undef, usevfork=false
intsize=4, longsize=4, ptrsize=4, doublesize=8
d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12
alignbytes=4, usemymalloc=n, prototype=define
Linker and Libraries:
ld=‘shlicc2’, ldflags =’ -L/usr/X11/lib -L/usr/local/lib’
libpth=/usr/local/lib /usr/shlib /shlib /usr/lib /usr/X11/lib
libs=-lrpc -lcurses -ltermcap -lXpm -lXaw -lXmu -lXt -lSM -lICE -lXext
-lX11
-ldl -lm -lc
libc=/usr/lib/libc.a, so=o, useshrplib=false, libperl=libperl.a
Dynamic Linking:
dlsrc=dl_dlopen.xs, dlext=o, d_dlsymun=undef, ccdlflags=’ ’
cccdlflags=’ ‘, lddlflags=’-r -L/usr/X11/lib -L/usr/local/lib’

Characteristics of this binary (from libperl):
Built under bsdos
Compiled at Nov 4 1999 22:57:38
@INC:
/usr/local/lib/perl5/5.00503/i386-bsdos
/usr/local/lib/perl5/5.00503
/usr/local/lib/perl5/site_perl/5.005/i386-bsdos
/usr/local/lib/perl5/site_perl/5.005
.

2

Could this be the problem. Note that the header below shows a blank “To:”
address. I CC’d the reply via webrt to bill@daze.net. I received the CC
but the requestor did not receive the reply.

One other thing that I left out before. I have autoreply turned on and
the requestor does received the autoreply.Subject: [RTS #3] (test) did that change do it?
Reply-To: Bill Gerrard via RT test@daze.net
From: Bill Gerrard via RT test@daze.net
To:
Cc: bill@daze.net
X-Request-ID: 3
X-RT-Loop-Prevention: RTS
X-Sender: bill
X-Managed-By: Request Tracker 1.0.4 (http://www.fsck.com/projects/rt)
Precedence:

3

You should know that if the requestor is a queue member, they won’t get the requestor copy.On Tue, Sep 12, 2000 at 04:26:31PM -0700, bill@daze.net wrote:

Could this be the problem. Note that the header below shows a blank “To:”
address. I CC’d the reply via webrt to bill@daze.net. I received the CC
but the requestor did not receive the reply.

One other thing that I left out before. I have autoreply turned on and
the requestor does received the autoreply.

Subject: [RTS #3] (test) did that change do it?
Reply-To: Bill Gerrard via RT test@daze.net
From: Bill Gerrard via RT test@daze.net
To:
Cc: bill@daze.net
X-Request-ID: 3
X-RT-Loop-Prevention: RTS
X-Sender: bill
X-Managed-By: Request Tracker 1.0.4 (http://www.fsck.com/projects/rt)
Precedence:

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
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
Transporters are so ungodly. if god had wanted us to travel great distances
instantaneously, he would have given us an internal
materialisation/dematerialisation control.
– Shoshe Cole

4

You should know that if the requestor is a queue member, they won’t get the requestor copy.

The request is coming in via e-mail from an unrelated third-party
domain (the e-mail address of the requestor is on a different machine far
far away). I’m testing this as if an actual user was sending us a request.

Currently I’m looking at mail.pm subroutine template_mail.
$in_recipient is blank. I am trying to trace back where template_mail
gets called. Any hints?> On Tue, Sep 12, 2000 at 04:26:31PM -0700, bill@daze.net wrote:

Could this be the problem. Note that the header below shows a blank “To:”
address. I CC’d the reply via webrt to bill@daze.net. I received the CC
but the requestor did not receive the reply.

One other thing that I left out before. I have autoreply turned on and
the requestor does received the autoreply.

Subject: [RTS #3] (test) did that change do it?
Reply-To: Bill Gerrard via RT test@daze.net
From: Bill Gerrard via RT test@daze.net
To:
Cc: bill@daze.net
X-Request-ID: 3
X-RT-Loop-Prevention: RTS
X-Sender: bill
X-Managed-By: Request Tracker 1.0.4 (http://www.fsck.com/projects/rt)
Precedence: