Re: [rt-users] Outbound mail "problem" (or misunderstanding?)

[Giuseppe Sollazzo]

Hi Kevin and Kenneth
sorry for the trim. I'll paste it again below.
The requestor and creator of the tickets (if that's what you mean by 
"using reply") are the same person (i.e. I create a ticket with my RT 
account - using LDAP), and set my e-mail address (using LDAP 
autocompletion) as requestor, which should - according to the 
configuration - point to the same entry.
This shouldn't make a difference though as considering the semantics of 
the scrip any combination of these should be fine.

So here's the log. I will paste everything I see, creating a new log 
file - jump to 4] for the problem itself:
1] service start
2] login
3] ticket creation
4] ticket reply

1] Service start: LDAP module loaded
[Thu Dec  2 09:14:58 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:14:58 2010] [debug]: Attempting to use external auth 
service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec  2 09:14:58 2010] [debug]: SSO Failed and no user to test with. 
Nexting 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec  2 09:14:58 2010] [debug]: Autohandler called ExternalAuth. 
Response: (0, No User) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec  2 09:15:00 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:15:00 2010] [debug]: Attempting to use external auth 
service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec  2 09:15:00 2010] [debug]: SSO Failed and no user to test with. 
Nexting 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec  2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. 
Response: (0, No User) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec  2 09:15:00 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:15:00 2010] [debug]: Attempting to use external auth 
service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec  2 09:15:00 2010] [debug]: SSO Failed and no user to test with. 
Nexting 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:92)
[Thu Dec  2 09:15:00 2010] [debug]: Autohandler called ExternalAuth. 
Response: (0, No User) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)

2] I login using my account "gsollazz" - it logs me in fine
[Thu Dec  2 09:17:31 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:17:31 2010] [debug]: Attempting to use external auth 
service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[Thu Dec  2 09:17:31 2010] [debug]: Calling UserExists with $username 
(gsollazz) and $service (My_LDAP) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:105)
[Thu Dec  2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP Search ===  Base: 
ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs: 
(edited) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec  2 09:17:31 2010] [debug]: Password validation required for 
service - Executing... 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:155)
[Thu Dec  2 09:17:31 2010] [debug]: Trying external auth service: 
My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:16)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP Search ===  Base: 
ou=people,o=(edited) == Filter: (&(uid=gsollazz)(uid=*)) == Attrs: dn 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:43)
[Thu Dec  2 09:17:31 2010] [debug]: Found LDAP DN: 
uid=gsollazz,ou=(edited) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:75)
[Thu Dec  2 09:17:31 2010] [info]: 
RT::Authen::ExternalAuth::LDAP::GetAuth External Auth OK ( My_LDAP ): 
gsollazz 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:139)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP password validation result: 1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:334)
[Thu Dec  2 09:17:31 2010] [debug]: Password Validation Check Result:  1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:159)
[Thu Dec  2 09:17:31 2010] [debug]: Authentication successful. Now 
updating user information and attempting login. 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:179)
[Thu Dec  2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP Search ===  Base: 
ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs: 
(edited) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec  2 09:17:31 2010] [debug]: UserExists params:
username: gsollazz , service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:274)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP Search ===  Base: 
ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == 
Attrs:(edited) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:304)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP Search ===  Base: 
ou=people,o=(edited) == Filter: 
(&(uid=*)(employeenumber=none)(uid=gsollazz)) == Attrs: uid 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:398)
[Thu Dec  2 09:17:31 2010] [warning]: Couldn't enable user 58 
(/opt/rt3/bin/../lib/RT/User_Overlay.pm:1143)
[Thu Dec  2 09:17:31 2010] [info]: User marked as ENABLED ( gsollazz ) 
per External Service (, ) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:274)
[Thu Dec  2 09:17:31 2010] [debug]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo called by RT::User 
/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/User_Vendor.pm 20 
with: Name: gsollazz 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:450)
[Thu Dec  2 09:17:31 2010] [debug]: Attempting to get user info using 
this external service: My_LDAP 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:458)
[Thu Dec  2 09:17:31 2010] [debug]: Attempting to use this 
canonicalization key: Name 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:472)
[Thu Dec  2 09:17:31 2010] [debug]: LDAP Search ===  Base: 
ou=people,o=(edited) == Filter: (&(uid=*)(uid=gsollazz)) == Attrs: 
(edited) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth/LDAP.pm:195)
[Thu Dec  2 09:17:31 2010] [info]: 
RT::Authen::ExternalAuth::CanonicalizeUserInfo returning Address1: , 
City: London, Country: ,(edited)  
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:536)
[Thu Dec  2 09:17:31 2010] [debug]: About to think about scrips for 
transaction #233 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:17:31 2010] [debug]: UPDATED user ( gsollazz ) from 
External Service 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:307)
[Thu Dec  2 09:17:31 2010] [info]: Successful login for gsollazz from 
172.16.13.65 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:219)
[Thu Dec  2 09:17:31 2010] [debug]: Autohandler called ExternalAuth. 
Response: (1, Successful login) 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:26)
[Thu Dec  2 09:17:31 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

3] Ticket creation: I create a ticket from my account, setting up myself 
as well as requestor and marking the ticket as "open". In this case mail 
is correctly sent to the requestor (and I confirm I receive it).
[Thu Dec  2 09:22:00 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:22:01 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:22:01 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:22:22 2010] [debug]: About to think about scrips for 
transaction #234 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:22:22 2010] [debug]: About to think about scrips for 
transaction #235 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:22:22 2010] [debug]: About to think about scrips for 
transaction #236 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:22:22 2010] [debug]: About to think about scrips for 
transaction #237 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:22:22 2010] [debug]: About to think about scrips for 
transaction #238 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:22:22 2010] [debug]: About to prepare scrips for 
transaction #238 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Thu Dec  2 09:22:22 2010] [debug]: Found 4 scrips for TransactionCreate 
stage with applicable type(s) Create 
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Thu Dec  2 09:22:22 2010] [debug]: About to commit scrips for 
transaction #238 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Thu Dec  2 09:22:22 2010] [debug]: Committing scrip #3 on txn #238 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:22:22 2010] [debug]: Calling SetRecipientDigests for 
transaction RT::Transaction=HASH(0xbc8e454), id 238 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Thu Dec  2 09:22:22 2010] [debug]: Working on mailfield To; recipients 
are gsoll...@sgul.ac.uk (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test 
ticket for mailing list
From: "Default support request via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14970-1291281742-200.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
Auto-Submitted: auto-replied
To: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:22:22 2010] [debug]: Got user mail preference 'Individual 
messages' for user gsoll...@sgul.ac.uk 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:667)
[Thu Dec  2 09:22:22 2010] [debug]: Removing deferred recipients from 
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:22:22 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:22:22 2010] [debug]: Working on mailfield Cc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test 
ticket for mailing list
From: "Default support request via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14970-1291281742-200.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
Auto-Submitted: auto-replied
To: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:22:22 2010] [debug]: Removing deferred recipients from 
Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:22:22 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:22:22 2010] [debug]: Working on mailfield Bcc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:22:22 2010] [debug]: Subject: [SGUL #12] AutoReply: Test 
ticket for mailing list
From: "Default support request via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14970-1291281742-200.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
Auto-Submitted: auto-replied
To: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:22:22 2010] [debug]: Removing deferred recipients from 
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:22:22 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:22:22 2010] [debug]: No recipients found for deferred 
delivery on transaction #238 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698)
[Thu Dec  2 09:22:22 2010] [info]: 
<rt-3.8.7-14970-1291281742-200.12-...@example.com> #12/238 - Scrip 3 On 
Create Autoreply To Requestors 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Dec  2 09:22:22 2010] [info]: 
<rt-3.8.7-14970-1291281742-200.12-...@example.com> sent  To: 
gsoll...@sgul.ac.uk (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:331)
[Thu Dec  2 09:22:22 2010] [debug]: About to think about scrips for 
transaction #239 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:22:22 2010] [debug]: Committing scrip #4 on txn #238 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:22:22 2010] [debug]: Calling SetRecipientDigests for 
transaction RT::Transaction=HASH(0xbc8e454), id 238 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Thu Dec  2 09:22:22 2010] [debug]: Working on mailfield To; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14970-1291281742-1725.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:22:22 2010] [debug]: Removing deferred recipients from 
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:22:22 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:22:22 2010] [debug]: Working on mailfield Cc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14970-1291281742-1725.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:22:22 2010] [debug]: Removing deferred recipients from 
Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:22:22 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:22:22 2010] [debug]: Working on mailfield Bcc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:22:22 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14970-1291281742-1725.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:22:22 2010] [debug]: Removing deferred recipients from 
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:22:22 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:22:22 2010] [debug]: No recipients found for deferred 
delivery on transaction #238 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698)
[Thu Dec  2 09:22:22 2010] [info]: 
<rt-3.8.7-14970-1291281742-1725.12-...@example.com> #12/238 - Scrip 4 On 
Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Dec  2 09:22:22 2010] [info]: 
<rt-3.8.7-14970-1291281742-1725.12-...@example.com> No recipients found. 
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342)
[Thu Dec  2 09:22:22 2010] [debug]: Committing scrip #11 on txn #238 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:22:22 2010] [info]: Ticket 12 created in queue 'General' 
by gsollazz (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:667)
[Thu Dec  2 09:22:22 2010] [debug]: Found 0 scrips for TransactionBatch 
stage with applicable type(s) Create 
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Thu Dec  2 09:22:22 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:22:23 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)

4] Always using my account, I enter a reply to the message: no mail is 
sent - note the "recipients are" empty.
[Thu Dec  2 09:43:55 2010] [debug]: Reloading RT::User to work around a 
bug in RT-3.8.0 and RT-3.8.1 
(/opt/rt3/local/plugins/RT-Authen-ExternalAuth/html/Callbacks/ExternalAuth/autohandler/Auth:14)
[Thu Dec  2 09:43:56 2010] [debug]: About to think about scrips for 
transaction #240 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:43:56 2010] [debug]: About to prepare scrips for 
transaction #240 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Thu Dec  2 09:43:56 2010] [debug]: Found 6 scrips for TransactionCreate 
stage with applicable type(s) Correspond 
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Thu Dec  2 09:44:10 2010] [debug]: About to think about scrips for 
transaction #241 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:163)
[Thu Dec  2 09:44:10 2010] [debug]: About to prepare scrips for 
transaction #241 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:167)
[Thu Dec  2 09:44:10 2010] [debug]: Found 6 scrips for TransactionCreate 
stage with applicable type(s) Correspond 
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)
[Thu Dec  2 09:44:10 2010] [debug]: About to commit scrips for 
transaction #241 (/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:187)
[Thu Dec  2 09:44:10 2010] [debug]: Committing scrip #5 on txn #241 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:44:10 2010] [debug]: Calling SetRecipientDigests for 
transaction RT::Transaction=HASH(0xbca1db8), id 241 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield To; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-56.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-56.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-56.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-56.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: No recipients found for deferred 
delivery on transaction #241 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698)
[Thu Dec  2 09:44:10 2010] [info]: 
<rt-3.8.7-14967-1291283050-56.12-...@example.com> #12/241 - Scrip 5 On 
Correspond Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Dec  2 09:44:10 2010] [info]: 
<rt-3.8.7-14967-1291283050-56.12-...@example.com> No recipients found. 
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342)
[Thu Dec  2 09:44:10 2010] [debug]: Committing scrip #7 on txn #241 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:44:10 2010] [debug]: Calling SetRecipientDigests for 
transaction RT::Transaction=HASH(0xbca1db8), id 241 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield To; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-703.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-703.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Test ticket for 
mailing list
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-703.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: No recipients found for deferred 
delivery on transaction #241 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698)
[Thu Dec  2 09:44:10 2010] [info]: 
<rt-3.8.7-14967-1291283050-703.12-...@example.com> #12/241 - Scrip 7 On 
Correspond Notify Other Recipients 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Dec  2 09:44:10 2010] [info]: 
<rt-3.8.7-14967-1291283050-703.12-...@example.com> No recipients found. 
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342)
[Thu Dec  2 09:44:10 2010] [debug]: Committing scrip #6 on txn #241 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:44:10 2010] [debug]: Calling SetRecipientDigests for 
transaction RT::Transaction=HASH(0xbca1db8), id 241 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:630)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield To; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information 
about: Test ticket for mailing list - ID 12
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-737.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
To: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Cc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information 
about: Test ticket for mailing list - ID 12
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-737.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
Cc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: Working on mailfield Bcc; recipients 
are  (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:646)
[Thu Dec  2 09:44:10 2010] [debug]: Subject: [SGUL #12] Information 
about: Test ticket for mailing list - ID 12
From: "Giuseppe Sollazzo via RT" <rtm...@sgul.ac.uk>
Reply-To: rtm...@sgul.ac.uk
In-Reply-To:
References: <rt-ticket...@example.com>
Message-ID: <rt-3.8.7-14967-1291283050-737.12-...@example.com>
Precedence: bulk
X-RT-Loop-Prevention: SGUL
RT-Ticket: SGUL #12
Managed-by: RT 3.8.7 (http://www.bestpractical.com/rt/)
RT-Originator: gsoll...@sgul.ac.uk
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)
[Thu Dec  2 09:44:10 2010] [debug]: Removing deferred recipients from 
Bcc: line (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:676)
[Thu Dec  2 09:44:10 2010] [debug]: Setting deferred recipients for 
attribute creation (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:685)
[Thu Dec  2 09:44:10 2010] [debug]: No recipients found for deferred 
delivery on transaction #241 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:698)
[Thu Dec  2 09:44:10 2010] [info]: 
<rt-3.8.7-14967-1291283050-737.12-...@example.com> #12/241 - Scrip 6 On 
Correspond Notify Requestors and Ccs 
(/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:300)
[Thu Dec  2 09:44:10 2010] [info]: 
<rt-3.8.7-14967-1291283050-737.12-...@example.com> No recipients found. 
Not sending. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:342)
[Thu Dec  2 09:44:10 2010] [debug]: Committing scrip #11 on txn #241 of 
ticket #12 (/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:190)
[Thu Dec  2 09:44:10 2010] [debug]: Found 0 scrips for TransactionBatch 
stage with applicable type(s) Correspond 
(/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:370)


In particular, note the "Scrip 6 On Correspond Notify Requestors and 
Ccs" which should fire the e-mail... unless I'm missing some step in here.

Thanks again for all your help.

Best regards,
Giuseppe

On 01/12/10 17:15, Kevin Falcone wrote:
On Mon, Nov 29, 2010 at 04:00:15PM +0000, Giuseppe Sollazzo wrote:
   
    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.
     
Guiseppe, you trim a lot of logs which makes deciphering this
difficult, but in your tests, who is the requestor and who is the
person using Reply?

-kevin
   


--
____________________________________

Giuseppe Sollazzo
Senior Systems Analyst
Computing Services
Information Services
St. George's, University Of London
Cranmer Terrace
London SW17 0RE

Email: gsoll...@sgul.ac.uk
Direct Dial: +44 20 8725 5160
Fax: +44 20 8725 3583