Giuseppe, Exactly who is NOT getting a notification on Correspondence? Compare their role with the recipients. If they are not listed as a "Cc" Watcher (for example) on either the Queue or the Ticket, then they will not get a notification as a "Cc", etc.
Kenn LBNL On Tue, Nov 30, 2010 at 8:04 AM, Giuseppe Sollazzo <[email protected]>wrote: > On 29/11/10 17:48, Kenneth Crocker wrote: > > 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 > > > Hi Kenneth... that's actually my doubt. > I mean, in my configuration I see 11 scrips. Are they all "active"? It's > not clear to me if you can have "disabled" and "enabled" scrips. > > For example, one of them is: > 6 <http://rt.sgul.ac.uk/Admin/Global/Scrip.html?id=6&Queue=0> On > Correspond Notify Requestors and > Ccs<http://Admin/Global/Scrip.html?id=6&Queue=0> > TransactionCreate On Correspond Notify Requestors and Ccs Correspondence > > Which I had assumed was the one you mention. > I have correctly(?) set up Set($UseTransactionBatch,1); > > > Found 6 scrips for TransactionCreate stage with applicable type(s) > Correspond (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370) > [Tue Nov 30 16:02:55 2010] [debug]: About to commit scrips for transaction > #212 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187) > [Tue Nov 30 16:02:55 2010] [debug]: Committing scrip #5 on txn #212 of > ticket #10 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190) > [Tue Nov 30 16:02:55 2010] [debug]: Calling SetRecipientDigests for > transaction RT::Transaction=HASH(0xbc39118), id 212 > (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630) > [Tue Nov 30 16:02:55 2010] [debug]: Working on mailfield To; recipients > are (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646) > > But I get a "recipients not found" or "recipients are" and a null string.. > Moreover, in the bottom bit of the reply, the " > Messages about this ticket will not be sent to... *(Check boxes to enable > notifications to the listed recipients)* " > > part is actually empty. > > Any hint? > > Thanks everyone, > Giuseppe > > > 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 >> >> >> >> > > > -- > ____________________________________ > > 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 > > >
