Re: [rt-users] RT thinks that the ticket has no recipients....
Check NotifyActor in RT_SiteConfig.pm Gary Greene wrote: -Original Message- From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Tuesday, April 21, 2009 4:30 PM To: Gary Greene Cc: RT Users; Gary Greene Subject: Re: [rt-users] RT thinks that the ticket has no recipients You sent this same message 1.5 hours earlier. You (likely) didn't get a response because you didn't include any specific information. At 10k feet it could be anything. Start at a lower level -- who should have gotten mail? Who shows up on the People tab of the ticket? If there's nobody there... On Apr 21, 2009, at 3:27 PM, Gary Greene wrote: RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness Regarding sending twice, that was because I didn't see it come through the list, since the Exchange server thought it fun to deliver only the CC'd version of the message instead of the one for the ML. Apologies about that... In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. If you need any other info, please ask. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Network Resources Department Raymond Walters College University of Cincinnati ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT thinks that the ticket has no recipients....
RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] RT thinks that the ticket has no recipients....
RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
You sent this same message 1.5 hours earlier. You (likely) didn't get a response because you didn't include any specific information. At 10k feet it could be anything. Start at a lower level -- who should have gotten mail? Who shows up on the People tab of the ticket? If there's nobody there... On Apr 21, 2009, at 3:27 PM, Gary Greene wrote: RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
[Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [snip] [info] means its informational. If was an error it would say [error]. So, those log entries don't really tell you anything other than what you already know. The problem is likely your config and/or usage. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
-Original Message- From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Tuesday, April 21, 2009 4:30 PM To: Gary Greene Cc: RT Users; Gary Greene Subject: Re: [rt-users] RT thinks that the ticket has no recipients You sent this same message 1.5 hours earlier. You (likely) didn't get a response because you didn't include any specific information. At 10k feet it could be anything. Start at a lower level -- who should have gotten mail? Who shows up on the People tab of the ticket? If there's nobody there... On Apr 21, 2009, at 3:27 PM, Gary Greene wrote: RT version 3.8.1, ExternalAuth version 0.08 I've run into a problem with testing the instance of RT I've installed that the notification emails aren't getting sent. The mail log doesn't list anything being processed, so I checked the httpd error_log, and see the following: [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com #5/96 - Scrip 5 On Correspond Notify AdminCcs (/usr/lib/ perl5/vendo r_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-319.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com #5/96 - Scrip 7 On Correspond Notify Other Recipients (/ usr/lib/per l5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346849-737.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com #5/96 - Scrip 6 On Correspond Notify Requestors and Ccs (/usr/lib/p erl5/vendor_perl/5.8.8/RT/Action/SendEmail.pm:302) [Tue Apr 21 20:47:30 2009] [info]: rt-3.8.1-25329-1240346850-536.5-...@minervan etworks.com No recipients found. Not sending. (/usr/lib/perl5/ vendor_perl/5.8.8 /RT/Interface/Email.pm:338) All users at Minerva Networks have a mail field in their LDAP (AD actually) record since we use Exchange for email. Can someone please shed some light on why this is failing? Thanks. -- Gary L. Greene, Jr. IT Operations Minerva Networks, Inc. Cell: (650) 704-6633 Phone: (408) 240-1239 ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness Regarding sending twice, that was because I didn't see it come through the list, since the Exchange server thought it fun to deliver only the CC'd version of the message instead of the one for the ML. Apologies about that... In the People tab: Owner: Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. If you need any other info, please ask. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: And what are you expecting to get? An email to the owner? An email to the requestor? Both? Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
On Apr 21, 2009, at 4:46 PM, Gary Greene wrote: In the People tab: Owner:Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. The default setting is not to send e-mail to people about their own tickets. This duplicate suppression is why you're getting no e-mail. You can change this in your settings, or use some freemail (Google, Yahoo, etc) accounts for testing purposes. -- Jo Rhett Net Consonance : consonant endings by net philanthropy, open source and other randomness ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
-Original Message- From: Tom Lahti [mailto:t...@bitstatement.net] Sent: Tuesday, April 21, 2009 4:55 PM To: Gary Greene Cc: RT Users Subject: Re: [rt-users] RT thinks that the ticket has no recipients In the People tab: Owner: Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: And what are you expecting to get? An email to the owner? An email to the requestor? Both? I expect that the owner of the ticket will get a confirmation email when they first post and when a reply comes in, and if the requestor responds to the ticket, that the owner will get a confirmation email. From the sound of it, it requires a little more setup on my part to get it to do precisely what I want. Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? I should, since I've got the normal global scrips set for comments and replies. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
-Original Message- From: Jo Rhett [mailto:jrh...@netconsonance.com] Sent: Tuesday, April 21, 2009 5:00 PM To: Gary Greene Cc: RT Users Subject: Re: [rt-users] RT thinks that the ticket has no recipients On Apr 21, 2009, at 4:46 PM, Gary Greene wrote: In the People tab: Owner: Gary Greene ggre...@minervanetworks.com (ggreene) Requestors: Gary Greene ggre...@minervanetworks.com (ggreene) Cc: AdminCc: As I said, I'm testing this for various queue interaction items to see if any gotchas will come up for my users when I roll this out in the next month. The default setting is not to send e-mail to people about their own tickets. This duplicate suppression is why you're getting no e-mail. You can change this in your settings, or use some freemail (Google, Yahoo, etc) accounts for testing purposes. Where in the settings? I don't see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
Do you have scrips configured in this queue (or global ones) that cover those recipients for the event you want to trigger the email? I should, since I've got the normal global scrips set for comments and replies. I should tells me you haven't looked at the scrips for the queue (and I have no idea what the normal global scrips would be, been quite a while since I had a default installation). Configuration - Queues - queue name - Scrips Pay attention to the _condition_. On create is a different condition than on comment and on correspond. -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT thinks that the ticket has no recipients....
Where in the settings? I don't see a setting for it in the web UI. Is this another option that needs set in RT_SiteConfig.pm? Yes, its in the config, not the UI. By default, RT doesn't notify the person who performs an update, as they already know what they've done. If you'd like to change this behavior, Set $NotifyActor to 1. Set($NotifyActor, 1); -- -- Tom Lahti BIT Statement LLC (425)251-0833 x 117 http://www.bitstatement.net/ -- ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
