I turned on debug mode but that's way too much info to copy here. So I changed it to 'info' mode. Below is the log.
I sent in a problem, RT got it. Then I (root user in RT) took it, replied to it (error#1:email wasn't sent), created an Incident from the report and finally launched an Investigation with a correspondent (error#2:email wasn't sent). Here is the log (if it helps better, I create a new one with debug mode): root@rtir-virtual-machine:/home/rtir# service rtir-service start root@rtir-virtual-machine:/home/rtir# Plack::Handler::Starlet: Accepting connections at http://0:443/ [13526] [Mon May 19 11:11:45 2014] [info]: <rt-4.0.18-13526-1400497904-1322.53-...@cert-hungary.hu> #53/738 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13526] [Mon May 19 11:11:45 2014] [info]: <rt-4.0.18-13526-1400497904-1322.53-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13526] [Mon May 19 11:11:45 2014] [info]: <rt-4.0.18-13526-1400497904-1714.53-...@cert-hungary.hu> #53/738 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13526] [Mon May 19 11:11:45 2014] [info]: <rt-4.0.18-13526-1400497904-1714.53-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13526] [Mon May 19 11:11:45 2014] [info]: Ticket 53 created in queue 'Incident Reports' by problem_sen...@acme.com (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [13530] [Mon May 19 11:12:09 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13529] [Mon May 19 11:12:16 2014] [info]: <rt-4.0.18-13529-1400497936-1293.53-...@cert-hungary.hu> #53/742 - Scrip 2 On Owner Change Notify Owner (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13529] [Mon May 19 11:12:16 2014] [info]: <rt-4.0.18-13529-1400497936-1293.53-...@cert-hungary.hu> sent To: root@localhost (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [13531] [Mon May 19 11:12:18 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-1073.53-...@cert-hungary.hu> #53/745 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-1073.53-...@cert-hungary.hu> sent To: "AdminCc of cert-hungary.hu Ticket #53":; Bcc: rtir_t...@cert-hungary.hu (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-1996.53-...@cert-hungary.hu> #53/745 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-1996.53-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-1507.53-...@cert-hungary.hu> #53/745 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-1507.53-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-399.53-5...@cert-hungary.hu> #53/745 - Scrip 50 Response to Sender (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:12:41 2014] [info]: <rt-4.0.18-13534-1400497961-399.53-5...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13535] [Mon May 19 11:12:42 2014] [critical]: RT Received mail (<rt-4.0.18-13534-1400497961-1073.53-...@cert-hungary.hu> ) from itself. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1855) [13535] [Mon May 19 11:12:42 2014] [crit]: RT Bounce: [cert-hungary.hu #53] Spam report: RT thinks this message may be a bounce (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:248) [13535] [Mon May 19 11:12:42 2014] [error]: Could not record email: Message Bounced (/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) [13533] [Mon May 19 11:12:42 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13527] [Mon May 19 11:13:20 2014] [info]: <rt-4.0.18-13527-1400498000-407.54-...@cert-hungary.hu> #54/753 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13527] [Mon May 19 11:13:20 2014] [info]: <rt-4.0.18-13527-1400498000-407.54-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13527] [Mon May 19 11:13:20 2014] [info]: <rt-4.0.18-13527-1400498000-1375.54-...@cert-hungary.hu> #54/753 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13527] [Mon May 19 11:13:20 2014] [info]: <rt-4.0.18-13527-1400498000-1375.54-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13527] [Mon May 19 11:13:20 2014] [info]: Ticket 54 created in queue 'Incidents' by root (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [13528] [Mon May 19 11:13:21 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) [13534] [Mon May 19 11:14:03 2014] [info]: <rt-4.0.18-13534-1400498043-1233.55-...@cert-hungary.hu> #55/760 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:14:03 2014] [info]: <rt-4.0.18-13534-1400498043-1233.55-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:14:03 2014] [info]: <rt-4.0.18-13534-1400498043-829.55-...@cert-hungary.hu> #55/760 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:14:03 2014] [info]: <rt-4.0.18-13534-1400498043-829.55-...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:14:03 2014] [info]: <rt-4.0.18-13534-1400498043-17.55-4...@cert-hungary.hu> #55/760 - Scrip 49 On Create Notify Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [13534] [Mon May 19 11:14:03 2014] [info]: <rt-4.0.18-13534-1400498043-17.55-4...@cert-hungary.hu> No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385) [13534] [Mon May 19 11:14:03 2014] [info]: Ticket 55 created in queue 'Investigations' by root (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [13535] [Mon May 19 11:14:04 2014] [info]: Finished adding callbacks (/opt/rt4/local/plugins/RT-IR/html/Callbacks/RTIR/Elements/MakeClicky/Default:212) Tamas Szep GovCERT-Hungary -- RT Training - Dallas May 20-21 http://bestpractical.com/training