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