Giuseppe, Most likely, you do not have a notification scrip for "On Correspond". I believe the book has several good examples on how to build a simple scrip like that. Anyway, check your Global/Queue notification scrip sand see if that's the case. Hope this helps.
Kenn LBNL On Mon, Nov 29, 2010 at 8:00 AM, Giuseppe Sollazzo <[email protected]>wrote: > Hi everyone, > > I'm playing with our rather vanilla installation of RT in which we're > supposed to have, at least for the moment, one general queue from which > tickets will be moved into two other real queue according to the department. > > Trying to configure mail in and mail out, I happen to have a behaviour > which I can't totally explain and was wondering if anyone could help > figuring out. > > When I create a ticket from the web interface, an e-mail is correctly sent > to the requestor. > My possibly wrong understanding is that any following "Reply" to the ticket > also generates a mail. However, this does not get delivered. > > I'm a bit puzzled as if RT manages to send the first one I assume the > configuration of the e-mail is correct. rt.log shows this sequence (edited): > > [Mon Nov 29 15:13:14 2010] [debug]: About to think about scrips for > transaction #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) > [Mon Nov 29 15:13:14 2010] [debug]: About to prepare scrips for transaction > #189 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) > [Mon Nov 29 15:13:14 2010] [debug]: Found* 6 scrips *for TransactionCreate > stage with applicable type(s) Correspond > (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) > [Mon Nov 29 15:13:28 2010] [debug]: About to think about scrips for > transaction #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163) > [Mon Nov 29 15:13:28 2010] [debug]: About to prepare scrips for transaction > #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167) > [Mon Nov 29 15:13:28 2010] [debug]: Found 6 scrips for TransactionCreate > stage with applicable type(s) Correspond > (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) > [Mon Nov 29 15:13:28 2010] [debug]: About to commit scrips for transaction > #190 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) > [Mon Nov 29 15:13:28 2010] [debug]: Committing scrip #5 on txn #190 of > ticket #7 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Mon Nov 29 15:13:28 2010] [debug]: Calling SetRecipientDigests for > transaction RT::Transaction=HASH(0xc6ff3cc), id 190 > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) > [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield To; recipients > are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) > [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text > From: "Giuseppe Sollazzo via RT" > <[email protected]><[email protected]> > Reply-To: [email protected] > In-Reply-To: > <[email protected]><[email protected]> > References: <[email protected]> <[email protected]> > <[email protected]><[email protected]> > Message-ID: > <[email protected]><[email protected]> > Precedence: bulk > X-RT-Loop-Prevention: SGUL > RT-Ticket: SGUL #7 > Managed-by: RT 3.8.7 (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 > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:653) > [Mon Nov 29 15:13:28 2010] [debug]: Removing deferred recipients from To: > line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676) > [Mon Nov 29 15:13:28 2010] [debug]: Setting deferred recipients for > attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685) > [Mon Nov 29 15:13:28 2010] [debug]: Working on mailfield Cc; recipients > are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) > [Mon Nov 29 15:13:28 2010] [debug]: Subject: [SGUL #7] Text > > > And again, multiple times. I assume it's because 6 scrips match. However, > none of these is ever delivered. A series of error about gpg follows (which > I assume it's not required for the system to work, as it manages to send the > first e-mail without complaining). > > I haven't configured the scrips myself, they seemed to be part of the > "standard" install and I had assumed they are needed for the system to > work... maybe I'm wrong about this. > > Any hint about this? > - Scrips: is there any way to deactivate them? Are they required? > - E-mail: what else should I check? > > Thanks, > Giuseppe > > -- > ____________________________________ > > Giuseppe Sollazzo > Senior Systems Analyst > Computing Services > Information Services > St. George's, University Of London > Cranmer Terrace > London SW17 0RE > > Email: [email protected] > Direct Dial: +44 20 8725 5160 > Fax: +44 20 8725 3583 > > >
