Hi, Our RT 3.8.8 installation does not send autoreplies to requestors if the ticket is opened via E-Mail. If it is opened via the web interface, the autoreply is sent. The debug log shows the following behavior:
(Only the autoreply part contained) [Mon Aug 23 15:05:21 2010] [debug]: Converting 'ISO-8859-15' to 'utf-8' for text/plain - hfg (/usr/local/rt/bin/../lib/RT/I18N.pm:249) [Mon Aug 23 15:05:21 2010] [debug]: Mail from user #347309 ([email protected]) (/usr/local/rt/bin/../lib/RT/Interface/Email/Auth/MailFrom.pm:75) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714762 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714763 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714764 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714765 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to think about scrips for transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:163) [Mon Aug 23 15:05:22 2010] [debug]: About to prepare scrips for transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:167) [Mon Aug 23 15:05:22 2010] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Create (/usr/local/rt/bin/../lib/RT/Scrips_Overlay.pm:370) [Mon Aug 23 15:05:24 2010] [debug]: About to commit scrips for transaction #714766 (/usr/local/rt/bin/../lib/RT/Transaction_Overlay.pm:187) [Mon Aug 23 15:05:24 2010] [debug]: Committing scrip #68 on txn #714766 of ticket #99050 (/usr/local/rt/bin/../lib/RT/Scrips_Overlay.pm:190) [Mon Aug 23 15:05:24 2010] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x911cc68), id 714766 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:635) [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield To; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) [Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre Anfrage hfg From: "Christopher Kunz via RT" <[email protected]> Reply-To: [email protected] In-Reply-To: <[email protected]> References: <[email protected]> <[email protected]> Message-ID: <[email protected]> Precedence: bulk X-RT-Loop-Prevention: Filoo GmbH RT-Ticket: Filoo GmbH #99050 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: [email protected] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658) [Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from To: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681) [Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690) [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield Cc; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) [Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre Anfrage hfg From: "Christopher Kunz via RT" <[email protected]> Reply-To: [email protected] In-Reply-To: <[email protected]> References: <[email protected]> <[email protected]> Message-ID: <[email protected]> Precedence: bulk X-RT-Loop-Prevention: Filoo GmbH RT-Ticket: Filoo GmbH #99050 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: [email protected] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658) [Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from Cc: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681) [Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690) [Mon Aug 23 15:05:24 2010] [debug]: Working on mailfield Bcc; recipients are (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:651) [Mon Aug 23 15:05:24 2010] [debug]: Subject: [Filoo GmbH #99050] Ihre Anfrage hfg From: "Christopher Kunz via RT" <[email protected]> Reply-To: [email protected] In-Reply-To: <[email protected]> References: <[email protected]> <[email protected]> Message-ID: <[email protected]> Precedence: bulk X-RT-Loop-Prevention: Filoo GmbH RT-Ticket: Filoo GmbH #99050 Managed-by: RT 3.8.8 (http://www.bestpractical.com/rt/) RT-Originator: [email protected] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:658) [Mon Aug 23 15:05:24 2010] [debug]: Removing deferred recipients from Bcc: line (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:681) [Mon Aug 23 15:05:24 2010] [debug]: Setting deferred recipients for attribute creation (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:690) [Mon Aug 23 15:05:24 2010] [debug]: No recipients found for deferred delivery on transaction #714766 (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:703) [Mon Aug 23 15:05:24 2010] [info]: <[email protected]> #99050/714766 - Scrip 68 Autoreply (/usr/local/rt/bin/../lib/RT/Action/SendEmail.pm:300) [Mon Aug 23 15:05:24 2010] [info]: <[email protected]> No recipients found. Not sending. (/usr/local/rt/bin/../lib/RT/Interface/Email.pm:352) The last line shows the "No recipients found. Not sending" behavior that is outlined in the FAQ - but only for AdminCC or CC fields. However, this is a pretty standard scrip and it is being executed: Scrip #68 Description: Autoreply Condition: On Create Action: Autoreply To Requestors Template: Autoreply de-punkt Stage: TransactionCreate I'm baffled that although there's a legitimate, usable mail address in the From (and the ticket is created without any problem), the autoreply doesn't find any usable addresses. Does anyone have any idea for this? Is it possible that the settiing "Outgoing Mail" is implicitly set to 0 for all existing users, overriding the Set($NotifyActor, 1) configuration option in my config? If so, how to remedy? Regards, --ck RT Training in Washington DC, USA on Oct 25 & 26 2010 Last one this year -- Learn how to get the most out of RT!
