The only template that I have changed was just the autoreply one, and that was just slight rewording.
Am I right in assuming that the workflow of tickets should work like this: 1. User sends a helpdesk request 2. RT sends an autoresponse 3. User can send a reply back to RT with the [Blah #XXX] number in the subject 3a. RT will attach their correspondance to the ticket (shows in the web UI) 3b. RT will send an autoresponse back to the requestor What I am seeing is that 3b. is not working. Also, I would assume that RT should send an email to the ticket owner to let them know that there has been an update to the ticket. In my case, that's not happening. If it helps diagnose, I can post the output of any log entry or config file. Everything *looks* like it should work, but for whatever reason, it's not. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com -----Original Message----- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, February 22, 2007 1:32 PM To: Ben Ruset Cc: Matthew Keller; [email protected] Subject: Re: [rt-users] No recipients found. Not sending. Ben, If there is a problem with the template, I don't believe the E_mail will be sent. The only other thing I can think of is if the UserId for the owner is NOT a privileged user and you have not allowed unprivileged users to get mail. Hope this helps. Kenn LBNL Ben Ruset wrote: > In this particular case, yes. However the problem happens when when > the requestor and owner are different people. > > I am not using any custom conditions or actions either. Everything > (apart from a customized template or two, and the LDAP overlay) is > bone stock. > > > Ben Ruset > IT Manager, GridApp Systems > email: [EMAIL PROTECTED] > tel: 646-452-4042 > web: http://www.gridapp.com > > -----Original Message----- > From: Matthew Keller [mailto:[EMAIL PROTECTED] > Sent: Thursday, February 22, 2007 10:50 AM > To: Ben Ruset > Cc: [email protected] > Subject: Re: [rt-users] No recipients found. Not sending. > > Is the requestor and the owner the same person? Are you using custom > conditions or actions? If so can you post them please? > > On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote: >> I recently setup RT and for the most part am loving it. I have been >> bitten by a nasty bug. >> >> I have RT set to authenticate users via LDAP. This is working with no >> problem. A user can create a ticket via email and be emailed back an >> autoresponder. >> >> The problem is, if they add a comment to the ticket, it gets added to >> the ticket but no auto response gets sent back out to the user. I >> also > >> created a scrip to notify the ticket owner if there is a comments on >> the ticket. In those cases I am getting the following errors in my RT >> log: >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> #36/430 - Scrip 5 >> (/opt/rt3/lib/RT/Action/SendEmail.pm:243) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> No recipients >> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> #36/430 - Scrip 6 >> (/opt/rt3/lib/RT/Action/SendEmail.pm:243) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> No recipients >> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> #36/430 - Scrip 7 >> (/opt/rt3/lib/RT/Action/SendEmail.pm:243) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> No recipients >> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> #36/430 - Scrip >> 16 >> (/opt/rt3/lib/RT/Action/SendEmail.pm:243) >> >> [Thu Feb 22 14:49:36 2007] [info]: >> <[EMAIL PROTECTED]> No recipients >> found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) >> >> Scrip 16 is the one to notify the ticket owner if the requestor has >> updated the ticket. >> >> This is RT 3.6.3, running on CentOS 4.4 32 bit. >> >> Ben Ruset >> IT Manager, GridApp Systems >> email: [EMAIL PROTECTED] >> tel: 646-452-4042 >> web: http://www.gridapp.com >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Community help: http://wiki.bestpractical.com Commercial support: >> [EMAIL PROTECTED] >> >> >> Discover RT's hidden secrets with RT Essentials from O'Reilly Media. >> Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com Commercial support: > [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
