Re: [rt-users] RT stops sending mails to ticket requestors
Peer Michael schrieb: It's seems, that your Autoreply script isn't a global script, but a script, that runs only in a specific queue. So? Of course it's a local scrip, I need a different autoreply template for each of my queues. Regards, --ck -- http://www.de-punkt.de [ [EMAIL PROTECTED] ]http://www.stormix.de PHP-Anwendungen sind gefährdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... böhmische Dörfer? Dann gleich PHP-Sicherheit direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
Hi, I really need a solution to this problem ASAP, our complete ticketing has ground to a halt. How can it happen that only a completely new requestor (not known to RT before) receives the initial autoreply and all correspondence via e-mail, but all known requestors don't receive anything *at all*? Without RT sending responses to requestors, it has no use for our organization at all, I really need this fixed... Thanks, --ck -- http://www.de-punkt.de [ [EMAIL PROTECTED] ]http://www.stormix.de PHP-Anwendungen sind gefährdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... böhmische Dörfer? Dann gleich PHP-Sicherheit direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
Hi, the rt debug log looks like this during one of the broken transactions: [Fri Aug 31 14:26:21 2007] [debug]: About to commit scrips for transaction #324709 (/usr/local/rt/lib/RT/Transaction_Overlay.pm:173) [Fri Aug 31 14:26:21 2007] [info]: [EMAIL PROTECTED] #59902/324709 - Scrip 7 CorrespondNotify (/usr/local/rt/lib/RT/Action/SendEmail.pm:237) [Fri Aug 31 14:26:21 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/usr/local/rt/lib/RT/Action/SendEmail.pm:249) [Fri Aug 31 14:26:21 2007] [info]: [EMAIL PROTECTED] #59902/324709 - Scrip 5 CorrespondNotifyAdminCC (/usr/local/rt/lib/RT/Action/SendEmail.pm:237) [Fri Aug 31 14:26:21 2007] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - Re: AW: AW: [Filoo GmbH #59902] testmail (/usr/local/rt/lib/RT/I18N.pm:226) [Fri Aug 31 14:26:21 2007] [debug]: About to think about scrips for transaction #324710 (/usr/local/rt/lib/RT/Transaction_Overlay.pm:160) [Fri Aug 31 14:26:21 2007] [info]: [EMAIL PROTECTED] sent To: AdminCc of Filoo GmbH Ticket #59902:; Bcc: [EMAIL PROTECTED], [EMAIL PROTECTED], [EMAIL PROTECTED] (/usr/local/rt/lib/RT/Action/SendEmail.pm:312) [Fri Aug 31 14:26:21 2007] [info]: [EMAIL PROTECTED] #59902/324709 - Scrip 6 CorrespondNotifyReq (/usr/local/rt/lib/RT/Action/SendEmail.pm:237) [Fri Aug 31 14:26:21 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/usr/local/rt/lib/RT/Action/SendEmail.pm:249) [Fri Aug 31 14:26:21 2007] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway line 66. (/usr/local/rt/share/html/REST/1.0/NoAuth/mail-gateway:66) The scrip is actually executed, but no recipient is found... how could that happen? --ck ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] RT stops sending mails to ticket requestors
It's seems, that your Autoreply script isn't a global script, but a script, that runs only in a specific queue. Michael No - the following scrips are active for that queue: Scrips which apply to all queues * Open Blank On Correspond Open Tickets with template Blank * OwnerChangeNotify On Owner Change Notify Owner with template Transaction * CreateNotifyAdminCC On Create Notify AdminCcs with template Transaction * CorrespondNotifyAdminCC On Correspond Notify AdminCcs with template Admin Correspondence * CorrespondNotifyReq On Correspond Notify Requestors and Ccs with template Correspondence * CorrespondNotify On Correspond Notify Other Recipients with template Correspondence * CommentNotifyAdminCC On Comment Notify AdminCcs as Comment with template Admin Comment * CommentNotify On Comment Notify Other Recipients as Comment with template Correspondence Current Scrips Autoreply On Create Autoreply To Requestors with template Autoreply de-punkt AFAICT, they are all untouched. I'm really at a loss as to where the problem might be... Regards, --ck -- http://www.de-punkt.de [ [EMAIL PROTECTED] ]http://www.stormix.de PHP-Anwendungen sind gefährdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... böhmische Dörfer? Dann gleich PHP-Sicherheit direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
Kenneth Crocker schrieb: Christopher, Did you happen to modify the scrip to do a notify instead of an autoreply? A notify will not send an E_mail to the requestor if the requestor is the creator of the ticket, an autoreply will. No - the following scrips are active for that queue: Scrips which apply to all queues * Open Blank On Correspond Open Tickets with template Blank * OwnerChangeNotify On Owner Change Notify Owner with template Transaction * CreateNotifyAdminCC On Create Notify AdminCcs with template Transaction * CorrespondNotifyAdminCC On Correspond Notify AdminCcs with template Admin Correspondence * CorrespondNotifyReq On Correspond Notify Requestors and Ccs with template Correspondence * CorrespondNotify On Correspond Notify Other Recipients with template Correspondence * CommentNotifyAdminCC On Comment Notify AdminCcs as Comment with template Admin Comment * CommentNotify On Comment Notify Other Recipients as Comment with template Correspondence Current Scrips Autoreply On Create Autoreply To Requestors with template Autoreply de-punkt AFAICT, they are all untouched. I'm really at a loss as to where the problem might be... Regards, --ck -- http://www.de-punkt.de [ [EMAIL PROTECTED] ]http://www.stormix.de PHP-Anwendungen sind gefährdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... böhmische Dörfer? Dann gleich PHP-Sicherheit direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
Christopher, Did you happen to modify the scrip to do a notify instead of an autoreply? A notify will not send an E_mail to the requestor if the requestor is the creator of the ticket, an autoreply will. Kenn LBNL On 8/24/2007 11:36 AM, Christopher Kunz wrote: Hi, System groups: Everyone: CreateTicket Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket, ShowOutgoingEmail, Watch No user-defined groups with special privileges exist. For the problematic queue: Everyone: CommentOnTicket, CreateTicket, ReplyToTicket I really can't see any more privileges that might collide with the reply to the ticket requestor, however the fact that only new requestors receive a reply points into that direction I think... Any idea on how to debug that? The debug log just says no recipient found, not sending on one of the problematic cases, but it doesn't say why... Regards, --ck PS: And sorry for the resend. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
Hi, System groups: Everyone: CreateTicket Unprivileged: CreateTicket, ReplyToTicket, ShowOutgoingEmail, Watch Requestor: CreateTicket, ModifyTicket, ReplyToTicket, ShowOutgoingEmail, Watch No user-defined groups with special privileges exist. For the problematic queue: Everyone: CommentOnTicket, CreateTicket, ReplyToTicket I really can't see any more privileges that might collide with the reply to the ticket requestor, however the fact that only new requestors receive a reply points into that direction I think... Any idea on how to debug that? The debug log just says no recipient found, not sending on one of the problematic cases, but it doesn't say why... Regards, --ck PS: And sorry for the resend. -- http://www.de-punkt.de [ [EMAIL PROTECTED] ]http://www.stormix.de PHP-Anwendungen sind gefährdet! SQL-Injection, XSS, Session-Angriffe, CSRF, Commandshells, Response Splitting,... böhmische Dörfer? Dann gleich PHP-Sicherheit direkt beim Verlag vorbestellen! http://www.php-sicherheit.de/ ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT stops sending mails to ticket requestors
Christopher, What kind of privileges have you set up both globally and by Queue for the role Requestor. Also, you may have some privileges for system groups or user-defined groups that overlap the requestor so that even if the actual user does not have a particular privilege as a requestor, they may have it as part of the other groups. Hope this helps. Kenn LBNL Christopher Kunz wrote: Hi, we have been running RT for several years now with great results (around 60K tickets so far). However, our RT installation recently started to display a weird behavior: If a new requestor (has never before opened a ticket with their mail address, thus unknown to RT) starts a new ticket, they get the usual auto-reply and the ticket is forwarded to the watchers. If one of them answers via e-mail, the reply is sent to the other watchers and shows in the web-based ticket view, but it is not sent to the requestor. If one of the watchers answers via the web-based ticket view, the answer is forwarded to the other watchers AND the requestor. For each additional ticket that the (then no longer unknown) requestor opens with our RT, they do not even receive the auto-reply that is supposed to be sent. They also don't receive any replies sent via e-mail. I looked into the mail server logs and it can't be a transport problem since the mails aren't even queued - RT just doesn't send them. There are no recent changes on either RT, the local Perl version or OS that coincide with this odd behavior. Any pointers? Regards, --ck ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
