Re: [rt-users] client reply receive by 1 admin CC only
Guys, It happened again for the same client responding to the same ticket but only 1 adminCC received it. The client sent it to RT email (prod...@xxx.worx.net) Below are the RT logs. I believe Scrip 5 is responsible for sending the email. Scrip5: Condition: On Correspond Action: Notify AdminCcs Template: Global template: Admin Correspondence Stage: TransactionCreat I no longer know which to check, please help. THANKS! RT LOGS: [Thu May 6 17:36:13 2010] [debug]: Found 6 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Thu May 6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221 (/opt/rt3/lib/RT/Interface/Email.pm:455) [Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Thu May 6 17:38:11 2010] [debug]: About to prepare scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Thu May 6 17:38:11 2010] [debug]: Found 9 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Thu May 6 17:38:11 2010] [debug]: About to commit scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net sent To: Cc: Bcc: admin...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) On Tue, May 4, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are being received by 3 AdminCC. I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@xxx.worx.net sent To: Cc: Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. I attached the ticket display page. It shows that client sent to RT email address and not directly to the email address of 1 adminCC. There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. An ideas on why does RT only send to 1 adminCC? RT Version is 3.4.5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] client reply receive by 1 admin CC only
Rmp, Offhand, I'd say there might be a confusion about what an ADminCc is. To determine this, I need to know if these AdminCc's are listed as AdminCc's as Queue Watchers or on the Ticket as AdminCc's? There is a BIG difference between the two and you may not have or are not using the correct scrip for this. Kenn LBNL On Thu, May 6, 2010 at 12:00 PM, rmp dmd rmp.dmd1...@gmail.com wrote: Guys, It happened again for the same client responding to the same ticket but only 1 adminCC received it. The client sent it to RT email ( prod...@xxx.worx.net) Below are the RT logs. I believe Scrip 5 is responsible for sending the email. Scrip5: Condition: On Correspond Action: Notify AdminCcs Template: Global template: Admin Correspondence Stage: TransactionCreat I no longer know which to check, please help. THANKS! RT LOGS: [Thu May 6 17:36:13 2010] [debug]: Found 6 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Thu May 6 17:38:10 2010] [debug]: Found a ticket ID. It's 16221 (/opt/rt3/lib/RT/Interface/Email.pm:455) [Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Thu May 6 17:38:11 2010] [debug]: About to prepare scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Thu May 6 17:38:11 2010] [debug]: Found 9 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Thu May 6 17:38:11 2010] [debug]: About to commit scrips for transaction #163798 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Thu May 6 17:38:11 2010] [debug]: About to think about scrips for transaction #163799 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net sent To: Cc: Bcc: admin...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net #16221/163798 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:237) [Thu May 6 17:38:11 2010] [info]: rt-3.4.5-22269-1273167490-1816.16221-...@xxx.worx.net No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:249) On Tue, May 4, 2010 at 11:30 AM, rmp dmd rmp.dmd1...@gmail.com wrote: Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are being received by 3 AdminCC. I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@xxx.worx.net sent To: Cc: Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. I attached the ticket display page. It shows that client sent to RT email address and not directly to the email address of 1 adminCC. There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. An ideas on why does RT only send to 1 adminCC? RT Version is 3.4.5 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] client reply receive by 1 admin CC only
Hi, I've been investigating this and cannot find a real answer. We have 3 persons on AdminCC. When client replies via email to the ticket, it will be received by the 3 persons' mailbox. Last week, there was a client replied, only 1 adminCC got the response. I did a test. All replies to RT are being received by 3 AdminCC. I found this on RT log. It only send to 1 adminCC. RT usually send to 3 adminCCs or sometimes to 2 if, the other is the updating the ticket. [Fri Apr 30 08:59:59 2010] [debug]: About to think about scrips for transaction #161688 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Apr 30 08:59:59 2010] [info]: rt-3.4.5-30212-1272617998-981.16221-...@xxx.worx.net sent To: Cc: Bcc: adm...@worx.com (/opt/rt3/lib/RT/Action/SendEmail.pm:297) Further the client retained the RT system email address in their reply, and didn't change that email to be 1 AdminCc. I attached the ticket display page. It shows that client sent to RT email address and not directly to the email address of 1 adminCC. There are no changes on the scrips. I am also looking at the logs this is the only time RT sends to 1 adminCC. An ideas on why does RT only send to 1 adminCC? RT Version is 3.4.5 attachment: RT display.JPG Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
