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

[Giuseppe Sollazzo]

On 02/12/10 14:17, Kevin Falcone wrote:
This makes all the difference in the world.
What is your value for $NotifyActor in your config (and you should
read the docs associated with it)

-kevin

     

Uhm ok - I'll take in the critic, now that you point it it was pretty 
obvious :-)

Let me just say that no mention of $NotifyActor is made in the book 
until the Appendix - maybe it should get some more importance as I would 
have expected the default behaviour to be the opposite one. (And if I 
can be a little pedantic, wouldn't one expect that $NotifyActor=0 
suppress also the first ticket creation notification if the rationale 
is, as the book says, not to notify the person who performs the update 
"as they already know what they've done"?)

Thanks a lot for the help - I've now added $NotifyActor to the 
configuration and got it to work as expected ;)

Giuseppe



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


     


--
____________________________________

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