I think my problem centers around this part of the logs: [Fri Feb 22 20:39:02 2013] [info]: < rt-4.0.10-3716-1361565542-874.2-...@mycompany.com> sent Cc: requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
[Fri Feb 22 20:39:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - Re: [Operations #2] AutoReply: first ticket (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) [Fri Feb 22 20:39:02 2013] [debug]: About to think about scrips for transaction #160 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173) [Fri Feb 22 20:39:02 2013] [debug]: Committing scrip #1 on txn #159 of ticket #2 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) Thanks, Tim On Fri, Feb 22, 2013 at 2:52 PM, Tim Dunphy <bluethu...@gmail.com> wrote: > Hello, > > > I just recently setup a new RT 4.0.10 instance and it's working great > except for a certain key point. RT will reply to tickets by email but if > you try to update the ticket to the 'reply' address you get nothing back. > But the ticket itself is updated. > > Currently I'm pulling RT's mail from another server with the addresses ' > requ...@mycompany.com', 'request-re...@mycompany.com' and ' > request-comm...@mycompany.com' > > All three addresses seem to allow you to update the ticket but > request-reply and request-comment does not send the user back a reply. The > addresses are on another mail server and pulled down and into rt by a > fetchmail client called 'getmail'. That worked really well for my last RT > server and seems to be doing it's job here as well. Information is getting > into tickets by email. > > I'm thinking this might be a scrip issue. This is what I see happening in > the logs when I send to the reply address: > > Precedence: bulk > > X-RT-Loop-Prevention: mycompany.com > > RT-Ticket: mycompany.com #11 > > Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/) > > RT-Originator: tim.dun...@mycompany.com > > CC: requ...@mycompany.com > > MIME-Version: 1.0 > > Content-Transfer-Encoding: 8bit > > Content-Type: text/plain; charset="utf-8" > > X-RT-Original-Encoding: utf-8 > (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) > > [Fri Feb 22 19:32:02 2013] [debug]: Got user mail preference 'Individual > messages' for user > requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:665) > > [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Cc: > line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) > > [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for > attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) > > [Fri Feb 22 19:32:02 2013] [debug]: Working on mailfield Bcc; recipients > are (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:644) > > [Fri Feb 22 19:32:02 2013] [debug]: Subject: Re: [Operations #11] > AutoReply: another test to the queue > > From: "Tim Dunphy via RT" <request-re...@mycompany.com> > > Reply-To: request-re...@mycompany.com > > In-Reply-To: <cd4d31be.e8401%tim.dun...@mycompany.com> > > References: <rt-ticket...@mycompany.com> > > <rt-4.0.10-31060-1361559842-482.11-...@mycompany.com> > > <cd4d31be.e8401%tim.dun...@mycompany.com> > > Message-ID: <rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> > > Precedence: bulk > > X-RT-Loop-Prevention: mycompany.com > > RT-Ticket: mycompany.com #11 > > Managed-BY: RT 4.0.10 (http://www.bestpractical.com/rt/) > > RT-Originator: tim.dun...@mycompany.com > > CC: requ...@mycompany.com > > MIME-Version: 1.0 > > Content-Transfer-Encoding: 8bit > > Content-Type: text/plain; charset="utf-8" > > X-RT-Original-Encoding: utf-8 > (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:651) > > [Fri Feb 22 19:32:02 2013] [debug]: Removing deferred recipients from Bcc: > line (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:674) > > [Fri Feb 22 19:32:02 2013] [debug]: Setting deferred recipients for > attribute creation (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:683) > > [Fri Feb 22 19:32:02 2013] [debug]: No recipients found for deferred > delivery on transaction #108 > (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:696) > > [Fri Feb 22 19:32:02 2013] [info]: < > rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> #11/108 - Scrip 6 On > Correspond Notify Requestors and Ccs > (/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) > > [Fri Feb 22 19:32:02 2013] [info]: < > rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> sent Cc: > requ...@mycompany.com(/usr/local/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) > > [Fri Feb 22 19:32:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for > text/plain - Re: [Operations #11] AutoReply: another test to the queue > (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) > > [Fri Feb 22 19:32:02 2013] [debug]: About to think about scrips for > transaction #109 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:173) > > [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #1 on txn #108 of > ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) > > [Fri Feb 22 19:32:02 2013] [debug]: Committing scrip #11 on txn #108 of > ticket #11 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:182) > > [Fri Feb 22 19:32:02 2013] [debug]: Found 0 scrips for TransactionBatch > stage with applicable type(s) Correspond for txn #108 on ticket #11 > (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:377) > > [Fri Feb 22 19:33:02 2013] [debug]: Converting 'utf-8' to 'utf-8' for > text/plain - Re: [Operations #11] AutoReply: another test to the queue > (/usr/local/rt4/sbin/../lib/RT/I18N.pm:244) > > [Fri Feb 22 19:33:02 2013] [critical]: RT Received mail (< > rt-4.0.10-31080-1361561522-380.11-...@mycompany.com> > > ) from itself. (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:1846) > > [Fri Feb 22 19:33:02 2013] [crit]: RT thinks this message may be a bounce > (/usr/local/rt4/sbin/../lib/RT/Interface/Email.pm:248) > > [Fri Feb 22 19:33:02 2013] [error]: Could not record email: Message > Bounced (/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) > > I was hoping I could get some advice on how to get this to work. > > Thanks, > Tim > > -- > GPG me!! > > gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B > > -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
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