Re: [rt-users] No recipients found. Not sending.
On Thu, Feb 23, 2012 at 08:23:51AM +0200, Bruce Blacklaws wrote: I've tried both AdminCC and CC... nothing works. There's no need to copy me on replies, I read the mailing list. Are the users you're adding as AdminCcs users with email addresses and are those users someone other than you? -kevin On Wed, Feb 22, 2012 at 7:32 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote: Anyone know what causes this and how to fix it? I've added individual user accounts and groups as queue watches but they do not receive the notification email messages when a new ticket arrives. I enabled logging and found... What kind of Watchers are they? The Scrip you're quoting is looking for AdminCcs (assuming a standard RT install). [Wed Feb 22 08:19:04 2012] [info]: rt-4.0.1-18896-1329898744-768.58-4-0@ThoughtExpress No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352) pgpV9ItKCmsUj.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] No recipients found. Not sending.
On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote: Anyone know what causes this and how to fix it? I've added individual user accounts and groups as queue watches but they do not receive the notification email messages when a new ticket arrives. I enabled logging and found... What kind of Watchers are they? The Scrip you're quoting is looking for AdminCcs (assuming a standard RT install). [Wed Feb 22 08:19:04 2012] [info]: rt-4.0.1-18896-1329898744-768.58-4-0@ThoughtExpress No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352) -kevin pgpXCaGZZongu.pgp Description: PGP signature RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] No recipients found. Not sending.
I've tried both AdminCC and CC... nothing works. On Wed, Feb 22, 2012 at 7:32 PM, Kevin Falcone falc...@bestpractical.com wrote: On Wed, Feb 22, 2012 at 10:23:41AM +0200, Bruce Blacklaws wrote: Anyone know what causes this and how to fix it? I've added individual user accounts and groups as queue watches but they do not receive the notification email messages when a new ticket arrives. I enabled logging and found... What kind of Watchers are they? The Scrip you're quoting is looking for AdminCcs (assuming a standard RT install). [Wed Feb 22 08:19:04 2012] [info]: rt-4.0.1-18896-1329898744-768.58-4-0@ThoughtExpress No recipients found. Not sending. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:352) -kevin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston — March 5 6, 2012 RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] No recipients found. Not sending.
Is the requestor and the owner the same person? Are you using custom conditions or actions? If so can you post them please? On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote: I recently setup RT and for the most part am loving it. I have been bitten by a nasty bug. I have RT set to authenticate users via LDAP. This is working with no problem. A user can create a ticket via email and be emailed back an autoresponder. The problem is, if they add a comment to the ticket, it gets added to the ticket but no auto response gets sent back out to the user. I also created a scrip to notify the ticket owner if there is a comments on the ticket. In those cases I am getting the following errors in my RT log: [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 16 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) Scrip 16 is the one to notify the ticket owner if the requestor has updated the ticket. This is RT 3.6.3, running on CentOS 4.4 32 bit. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] No recipients found. Not sending.
In this particular case, yes. However the problem happens when when the requestor and owner are different people. I am not using any custom conditions or actions either. Everything (apart from a customized template or two, and the LDAP overlay) is bone stock. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com -Original Message- From: Matthew Keller [mailto:[EMAIL PROTECTED] Sent: Thursday, February 22, 2007 10:50 AM To: Ben Ruset Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] No recipients found. Not sending. Is the requestor and the owner the same person? Are you using custom conditions or actions? If so can you post them please? On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote: I recently setup RT and for the most part am loving it. I have been bitten by a nasty bug. I have RT set to authenticate users via LDAP. This is working with no problem. A user can create a ticket via email and be emailed back an autoresponder. The problem is, if they add a comment to the ticket, it gets added to the ticket but no auto response gets sent back out to the user. I also created a scrip to notify the ticket owner if there is a comments on the ticket. In those cases I am getting the following errors in my RT log: [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 16 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) Scrip 16 is the one to notify the ticket owner if the requestor has updated the ticket. This is RT 3.6.3, running on CentOS 4.4 32 bit. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] No recipients found. Not sending.
Ben, If there is a problem with the template, I don't believe the E_mail will be sent. The only other thing I can think of is if the UserId for the owner is NOT a privileged user and you have not allowed unprivileged users to get mail. Hope this helps. Kenn LBNL Ben Ruset wrote: In this particular case, yes. However the problem happens when when the requestor and owner are different people. I am not using any custom conditions or actions either. Everything (apart from a customized template or two, and the LDAP overlay) is bone stock. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com -Original Message- From: Matthew Keller [mailto:[EMAIL PROTECTED] Sent: Thursday, February 22, 2007 10:50 AM To: Ben Ruset Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] No recipients found. Not sending. Is the requestor and the owner the same person? Are you using custom conditions or actions? If so can you post them please? On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote: I recently setup RT and for the most part am loving it. I have been bitten by a nasty bug. I have RT set to authenticate users via LDAP. This is working with no problem. A user can create a ticket via email and be emailed back an autoresponder. The problem is, if they add a comment to the ticket, it gets added to the ticket but no auto response gets sent back out to the user. I also created a scrip to notify the ticket owner if there is a comments on the ticket. In those cases I am getting the following errors in my RT log: [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 16 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) Scrip 16 is the one to notify the ticket owner if the requestor has updated the ticket. This is RT 3.6.3, running on CentOS 4.4 32 bit. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] No recipients found. Not sending.
The only template that I have changed was just the autoreply one, and that was just slight rewording. Am I right in assuming that the workflow of tickets should work like this: 1. User sends a helpdesk request 2. RT sends an autoresponse 3. User can send a reply back to RT with the [Blah #XXX] number in the subject 3a. RT will attach their correspondance to the ticket (shows in the web UI) 3b. RT will send an autoresponse back to the requestor What I am seeing is that 3b. is not working. Also, I would assume that RT should send an email to the ticket owner to let them know that there has been an update to the ticket. In my case, that's not happening. If it helps diagnose, I can post the output of any log entry or config file. Everything *looks* like it should work, but for whatever reason, it's not. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com -Original Message- From: Kenneth Crocker [mailto:[EMAIL PROTECTED] Sent: Thursday, February 22, 2007 1:32 PM To: Ben Ruset Cc: Matthew Keller; rt-users@lists.bestpractical.com Subject: Re: [rt-users] No recipients found. Not sending. Ben, If there is a problem with the template, I don't believe the E_mail will be sent. The only other thing I can think of is if the UserId for the owner is NOT a privileged user and you have not allowed unprivileged users to get mail. Hope this helps. Kenn LBNL Ben Ruset wrote: In this particular case, yes. However the problem happens when when the requestor and owner are different people. I am not using any custom conditions or actions either. Everything (apart from a customized template or two, and the LDAP overlay) is bone stock. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com -Original Message- From: Matthew Keller [mailto:[EMAIL PROTECTED] Sent: Thursday, February 22, 2007 10:50 AM To: Ben Ruset Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] No recipients found. Not sending. Is the requestor and the owner the same person? Are you using custom conditions or actions? If so can you post them please? On Thu, 2007-02-22 at 10:27 -0500, Ben Ruset wrote: I recently setup RT and for the most part am loving it. I have been bitten by a nasty bug. I have RT set to authenticate users via LDAP. This is working with no problem. A user can create a ticket via email and be emailed back an autoresponder. The problem is, if they add a comment to the ticket, it gets added to the ticket but no auto response gets sent back out to the user. I also created a scrip to notify the ticket owner if there is a comments on the ticket. In those cases I am getting the following errors in my RT log: [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] #36/430 - Scrip 16 (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Thu Feb 22 14:49:36 2007] [info]: [EMAIL PROTECTED] No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:255) Scrip 16 is the one to notify the ticket owner if the requestor has updated the ticket. This is RT 3.6.3, running on CentOS 4.4 32 bit. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from
RE: [rt-users] No recipients found. Not sending.
At Thursday 2/22/2007 03:37 PM, Ben Ruset wrote: The only template that I have changed was just the autoreply one, and that was just slight rewording. Am I right in assuming that the workflow of tickets should work like this: 1. User sends a helpdesk request 2. RT sends an autoresponse 3. User can send a reply back to RT with the [Blah #XXX] number in the subject 3a. RT will attach their correspondance to the ticket (shows in the web UI) 3b. RT will send an autoresponse back to the requestor What I am seeing is that 3b. is not working. Also, I would assume that RT should send an email to the ticket owner to let them know that there has been an update to the ticket. In my case, that's not happening. If it helps diagnose, I can post the output of any log entry or config file. Everything *looks* like it should work, but for whatever reason, it's not. Ben, If you could list the scrips for the queue you're working with, and the global scrips, this might help diagnose the problem. Steps 2 and 3b above depend on having the scrips set up. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] No recipients found. Not sending.
I'm using the default scrips that come with RT. I added another for testing purposes. There are all from the global config -- I have nothing specifically customized for an individual queue. (no value) On Correspond Open Tickets with template Blank (no value) On Owner Change Notify Owner with template Transaction (no value) On Create Autoreply To Requestors with template Autoreply (no value) On Create Notify AdminCcs with template Transaction (no value) On Correspond Notify AdminCcs with template Admin Correspondence (no value) On Correspond Notify Requestors and Ccs with template Correspondence (no value) On Correspond Notify Other Recipients with template Correspondence (no value) On Comment Notify AdminCcs as Comment with template Admin Comment (no value) On Comment Notify Other Recipients as Comment with template Correspondence (no value) On Resolve Notify Requestors with template Resolved (no value) On Transaction Notify Owner with template Correspondence The last one On Transaction Notify Owner with template Correspondence was something I made to test step 3b. The specifics of that are as follows: Description: blank Condition: On Transaction Action: Notify Owner Template: Global Template: Correspondance Stage: TransactionCreate I have nothing in the user defined conditions. Now, when a ticket is created by a user, they *do* get the automated email in step 2. When a ticket is resolved, they also get an email saying according to our records, your request is resolved. It just seems like steps in the middle fail. Ben Ruset IT Manager, GridApp Systems email: [EMAIL PROTECTED] tel: 646-452-4042 web: http://www.gridapp.com -Original Message- From: Stephen Turner [mailto:[EMAIL PROTECTED] Sent: Thursday, February 22, 2007 3:40 PM To: Ben Ruset; Kenneth Crocker Cc: rt-users@lists.bestpractical.com Subject: RE: [rt-users] No recipients found. Not sending. At Thursday 2/22/2007 03:37 PM, Ben Ruset wrote: The only template that I have changed was just the autoreply one, and that was just slight rewording. Am I right in assuming that the workflow of tickets should work like this: 1. User sends a helpdesk request 2. RT sends an autoresponse 3. User can send a reply back to RT with the [Blah #XXX] number in the subject 3a. RT will attach their correspondance to the ticket (shows in the web UI) 3b. RT will send an autoresponse back to the requestor What I am seeing is that 3b. is not working. Also, I would assume that RT should send an email to the ticket owner to let them know that there has been an update to the ticket. In my case, that's not happening. If it helps diagnose, I can post the output of any log entry or config file. Everything *looks* like it should work, but for whatever reason, it's not. Ben, If you could list the scrips for the queue you're working with, and the global scrips, this might help diagnose the problem. Steps 2 and 3b above depend on having the scrips set up. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
RE: [rt-users] No recipients found. Not sending.
At Thursday 2/22/2007 04:00 PM, Ben Ruset wrote: I'm using the default scrips that come with RT. I added another for testing purposes. There are all from the global config -- I have nothing specifically customized for an individual queue. On Correspond Notify Requestors and Ccs with template Correspondence (no value) The Notify action will not send mail to the person who generated the transaction. So when a requestor replies to a ticket, RT will not send a copy of their reply back to them. On Transaction Notify Owner with template Correspondence This one should work as long as the person making the update is not the owner. I'm afraid I can't offer any other ideas on that one. Steve ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
