Re: [rt-users] Reply not sending email
On Thu, 5 May 2011 13:47:47 -0400, Mike Johnson wrote: This could be related to the NotifyActor config setting. If this person was updating the ticket and was the only person that was to receive "correspondence", and NotifyActor was set to off, it wouldn't send any emails... HTH Mike. On Thu, May 5, 2011 at 6:08 AM, Matti Taina wrote: Hi everyone. I tried googling for this for a while, so I hope it's not something as trivial as R'ing TFM. What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed "Outgoing email recorded" on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open). The RT version is 3.8.8. Thanks in advance, Matti Actually I just noticed that the logs do have some memory errors: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute program: Cannot allocate memory at /usr/local/rt3.8/bin/../lib/RT/Interface/Email.pm line 447. I did some googling and it seems someone was able to fix this (or at least something similar) by changing the Apache2 from worker MPM to prefork MPM. Will give it a shot early tomorrow when there are no RT users online. http://www.gossamer-threads.com/lists/rt/users/82031 -Matti
Re: [rt-users] Reply not sending email
This could be related to the NotifyActor config setting. If this person was updating the ticket and was the only person that was to receive "correspondence", and NotifyActor was set to off, it wouldn't send any emails... HTH Mike. On Thu, May 5, 2011 at 6:08 AM, Matti Taina wrote: > Hi everyone. > > I tried googling for this for a while, so I hope it's not something as > trivial as R'ing TFM. > > What could be the cause for RT not sending email when replying to a ticket? > What happened is, that a helpdesk person was trying to reply to a ticket > several times, but only on their third try RT sent out the actual email > message and printed "Outgoing email recorded" on the ticket history. The > first two trys only resulted in the correspondence entry being printed on > the ticket history, but no email was sent and no message of outgoing email > was printed. The helpdesk person says that every try was identical and no > changes were made on the reply page, other than a change in ticket status > (between stalled and open). > The RT version is 3.8.8. > > Thanks in advance, > Matti > > -- Mike Johnson Datatel Programmer/Analyst Northern Ontario School of Medicine 955 Oliver Road Thunder Bay, ON P7B 5E1 Phone: (807) 766-7331 Email: mike.john...@nosm.ca
Re: [rt-users] Reply not sending email
On 05/05/2011 11:05 AM, Matti Taina wrote: > Does hitting "Save Changes" save the correspondence entry to the ticket > history, though (I can't test it myself at the moment)? If that is the > case, then your theory is indeed a possibility. Clicking "Save Changes" does not save the correspondence entry to the ticket. Thomas
Re: [rt-users] Reply not sending email
Does hitting "Save Changes" save the correspondence entry to the ticket history, though (I can't test it myself at the moment)? If that is the case, then your theory is indeed a possibility. -Matti On Thu, 5 May 2011 07:47:00 -0700, Kenneth Crocker wrote: Matti, I would go over instructions with them that when they want email to go "out", they should NOT hit "Save Changes", but to hit "Update Ticket". It sounds to me like they got confused as to which one to hit. Kenn LBNL On Thu, May 5, 2011 at 3:08 AM, Matti Taina wrote: Hi everyone. I tried googling for this for a while, so I hope it's not something as trivial as R'ing TFM. What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed "Outgoing email recorded" on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open). The RT version is 3.8.8. Thanks in advance, Matti Links: -- [1] mailto:matti.ta...@otaverkko.fi
Re: [rt-users] Reply not sending email
Matti, I would go over instructions with them that when they want email to go "out", they should NOT hit "Save Changes", but to hit "Update Ticket". It sounds to me like they got confused as to which one to hit. Kenn LBNL On Thu, May 5, 2011 at 3:08 AM, Matti Taina wrote: > Hi everyone. > > I tried googling for this for a while, so I hope it's not something as > trivial as R'ing TFM. > > What could be the cause for RT not sending email when replying to a ticket? > What happened is, that a helpdesk person was trying to reply to a ticket > several times, but only on their third try RT sent out the actual email > message and printed "Outgoing email recorded" on the ticket history. The > first two trys only resulted in the correspondence entry being printed on > the ticket history, but no email was sent and no message of outgoing email > was printed. The helpdesk person says that every try was identical and no > changes were made on the reply page, other than a change in ticket status > (between stalled and open). > The RT version is 3.8.8. > > Thanks in advance, > Matti > >
Re: [rt-users] Reply not sending email
On 05/05/2011 06:08 AM, Matti Taina wrote: > Hi everyone. > > I tried googling for this for a while, so I hope it's not something as > trivial as R'ing TFM. > > What could be the cause for RT not sending email when replying to a ticket? > What happened is, that a helpdesk person was trying to reply to a ticket > several times, but only on their third try RT sent out the actual email > message and printed "Outgoing email recorded" on the ticket history. The > first two trys only resulted in the correspondence entry being printed on the > ticket history, but no email was sent and no message of outgoing email was > printed. The helpdesk person says that every try was identical and no changes > were made on the reply page, other than a change in ticket status (between > stalled and open). > The RT version is 3.8.8. Look in your RT server logs for errors, and possibly your mail logs as well. In some cases the machine is too overloaded and RT can't start sendmail. Newer versions of RT report on the ticket when sending mail failed. Thomas
[rt-users] Reply not sending email
Hi everyone. I tried googling for this for a while, so I hope it's not something as trivial as R'ing TFM. What could be the cause for RT not sending email when replying to a ticket? What happened is, that a helpdesk person was trying to reply to a ticket several times, but only on their third try RT sent out the actual email message and printed "Outgoing email recorded" on the ticket history. The first two trys only resulted in the correspondence entry being printed on the ticket history, but no email was sent and no message of outgoing email was printed. The helpdesk person says that every try was identical and no changes were made on the reply page, other than a change in ticket status (between stalled and open). The RT version is 3.8.8. Thanks in advance, Matti
