We have a global scrip configured like so: Description: CorrespondNotifyRequestorsCcs Condition: On Correspond Action: Notify Requestors and Ccs Template: Global template Correspondence Stage: TransactionCreate
Most of the time, this appears to be working perfectly, but we just had a user complain that he never received any replies to his ticket and when I looked at the ticket history on the web interface and the RT server logs, I can see that this scrip never sent the email that it was supposed to: [Mon Aug 27 22:02:12 2007] [debug]: About to think about scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Mon Aug 27 22:02:12 2007] [debug]: About to prepare scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:160) [Mon Aug 27 22:02:12 2007] [debug]: Found 8 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356) [Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89649 (/usr/lib/rt/RT/Transaction_Overlay.pm:169) [Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Mon Aug 27 22:02:13 2007] [debug]: About to prepare scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:160) [Mon Aug 27 22:02:13 2007] [debug]: Found 3 scrips (/usr/lib/rt/RT/Scrips_Overlay.pm:356) [Mon Aug 27 22:02:13 2007] [debug]: About to commit scrips for transaction #89650 (/usr/lib/rt/RT/Transaction_Overlay.pm:169) [Mon Aug 27 22:02:13 2007] [info]: <[EMAIL PROTECTED]> #3989/89649 - Scrip 5 CorrespondNotifyAdminCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Mon Aug 27 22:02:13 2007] [debug]: About to think about scrips for transaction #89651 (/usr/lib/rt/RT/Transaction_Overlay.pm:156) [Mon Aug 27 22:02:13 2007] [info]: <[EMAIL PROTECTED]> sent To: Cc: Bcc: [--== email addresses stripped out ==--] (/usr/lib/rt/RT/Action/SendEmail.pm:297) [Mon Aug 27 22:02:13 2007] [info]: <[EMAIL PROTECTED]> #3989/89649 - Scrip 6 CorrespondNotifyRequestorsCcs (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Mon Aug 27 22:02:13 2007] [info]: <[EMAIL PROTECTED]> No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) [Mon Aug 27 22:02:13 2007] [info]: <[EMAIL PROTECTED]> #3989/89649 - Scrip 7 CorrespondNotifyOther (/usr/lib/rt/RT/Action/SendEmail.pm:237) [Mon Aug 27 22:02:13 2007] [info]: <[EMAIL PROTECTED]> No recipients found. Not sending. (/usr/lib/rt/RT/Action/SendEmail.pm:249) Why does RT think there are no requestors to send the correspondence to? Looking at ticket #3989 on the web interface clearly shows that there is a requestor, and same with the rt command line: $ rt show ticket/3989 id: ticket/3989 Queue: General Owner: mccarthy Creator: <username_removed>@bnl.gov Subject: rterm fails on atlasgw01. Status: resolved Priority: 0 InitialPriority: 0 FinalPriority: 0 Requestors: <username_removed>@bnl.gov Cc: AdminCc: Created: Sat Aug 25 18:24:07 2007 Starts: Not set Started: Not set Due: Not set Resolved: Thu Aug 30 12:18:32 2007 Told: Thu Aug 30 12:18:32 2007 TimeEstimated: 0 TimeWorked: 0 TimeLeft: 0 Anyone have any ideas? Is this a bug? We are still using version 3.4.5. ~Jason -- /------------------------------------------------------------------\ | Jason A. Smith Email: [EMAIL PROTECTED] | | Atlas Computing Facility, Bldg. 510M Phone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \------------------------------------------------------------------/ _______________________________________________ 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
