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
