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 >
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