Hi Kenneth,
it's actually the requestor.
But if I set up a Cc (a one-time Cc) the same thing happens.
Giuseppe
On 30/11/10 17:00, Kenneth Crocker wrote:
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] <mailto:[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] <mailto:[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]>
<mailto:[email protected]>
Reply-To: [email protected] <http://sgul.ac.uk>
In-Reply-To:
<[email protected]>
<mailto:[email protected]>
References: <[email protected]>
<mailto:[email protected]>
<[email protected]>
<mailto:[email protected]>
Message-ID: <[email protected]>
<mailto:[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] <mailto:[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] <mailto:[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] <mailto:[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
