Attachments > 1MB creates multiple tickets

RT Users
1

Hi,

Whenever someone sends a mail to RT which contains an attachment larger than
1MB it creates 10 tickets (or 10 entries on the current ticket).

What seems to happen is that the mail from sendmail goes into RT
successfully but for some reason sendmail thinks it has failed and then
sends it again (for a total of 10 times). When I look in the sendmail queue
the error message is EX_TEMPFAIL.

Feb 6 11:09:06 xxx sendmail[24610]: i16711t6023958:
to=“|/opt/rt3/bin/rt-mailgate --queue
support --action correspond --url http://localhost/”, ctladdr=rt@xxx.xxx.xxx
(8/0), de
lay=02:08:04, xdelay=00:03:01, mailer=prog, pri=1822920, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

RT settings regarding attachments are:

Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);

Any ideas?

(RH9, RT3.0.8, Perl 5.8.1, http-2.0.47)

Thanks
Danie Marais

2

If you are on MySQL, check for this setting in /etc/my.cnf:

max_allowed_packet = 1M

This will cause an error when trying to insert stuff larger than 1M.

PatrickOn Fri, 2004-02-06 at 04:36, Danie Marais wrote:

Hi,

Whenever someone sends a mail to RT which contains an attachment larger than
1MB it creates 10 tickets (or 10 entries on the current ticket).

What seems to happen is that the mail from sendmail goes into RT
successfully but for some reason sendmail thinks it has failed and then
sends it again (for a total of 10 times). When I look in the sendmail queue
the error message is EX_TEMPFAIL.

Feb 6 11:09:06 xxx sendmail[24610]: i16711t6023958:
to=“|/opt/rt3/bin/rt-mailgate --queue
support --action correspond --url http://localhost/”, ctladdr=rt@xxx.xxx.xxx
(8/0), de
lay=02:08:04, xdelay=00:03:01, mailer=prog, pri=1822920, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

RT settings regarding attachments are:

Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);

Any ideas?

(RH9, RT3.0.8, Perl 5.8.1, http-2.0.47)

Thanks
Danie Marais

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

3

Patrick,

I found this in /etc/my.cnf:

[mysqld]
datadir=/var/lib/mysql
socket=/var/lib/mysql/mysql.sock
set-variable=max_allowed_packet=10M

Does that look right? Is there a command in mysql that I can use to check
the value of that when mysqld is running? (running mysql-3.23.58-1.9)

Thanks
DanieFrom: “Patrick LeBoutillier” patl@fusemail.com
To: “Danie Marais” danie.marais@attix5.com
Cc: rt-users@lists.bestpractical.com
Sent: Friday, February 06, 2004 3:43 PM
Subject: Re: [rt-users] Attachments > 1MB creates multiple tickets

If you are on MySQL, check for this setting in /etc/my.cnf:

max_allowed_packet = 1M

This will cause an error when trying to insert stuff larger than 1M.

Patrick

Hi,

Whenever someone sends a mail to RT which contains an attachment larger
than
1MB it creates 10 tickets (or 10 entries on the current ticket).

What seems to happen is that the mail from sendmail goes into RT
successfully but for some reason sendmail thinks it has failed and then
sends it again (for a total of 10 times). When I look in the sendmail
queue
the error message is EX_TEMPFAIL.

Feb 6 11:09:06 xxx sendmail[24610]: i16711t6023958:
to=“|/opt/rt3/bin/rt-mailgate --queue
support --action correspond --url http://localhost/”,
ctladdr=rt@xxx.xxx.xxx
(8/0), de
lay=02:08:04, xdelay=00:03:01, mailer=prog, pri=1822920, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

RT settings regarding attachments are:

Set($MaxAttachmentSize , 10000000);
Set($TruncateLongAttachments , undef);
Set($DropLongAttachments , undef);

Any ideas?

(RH9, RT3.0.8, Perl 5.8.1, http-2.0.47)

Thanks
Danie Marais

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

4

Does that look right? Is there a command in mysql that I can use to check
the value of that when mysqld is running? (running mysql-3.23.58-1.9)

It is possible that your MySQL version is the problem. The 4.0.x
releases are strongly recommended for working with RT. Redhat doesn’t
have its own versions of 4.0 but you can grab rpms directly from
http://www.mysql.com/.

Michael
Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

5

Yep,

Seems to have done the trick. Thanks!

Now I just battle to download large attachments (again > 1MB) from the RT
web interface. I seem to be able to do it from Netscape, but not from IE.
But I do get the attachment via email though so it’s not the end of the
world.

Thanks again.
Danie

6

Danie Marais wrote:

Yep,

Seems to have done the trick. Thanks!

Now I just battle to download large attachments (again > 1MB) from the RT
web interface. I seem to be able to do it from Netscape, but not from IE.
But I do get the attachment via email though so it’s not the end of the
world.
I remember some fixes in rt3.0.8 or 9pre about IE bug with some no-cache
headers.
I size doesn’t matter in this case of error.
Best regards. Ruslan.

7

Can’t be it because I can download smaller ones just fine. And I have
3.0.8.

But as I say not the end of the world.

8

On Solaris 8, the fix seems to be in 3.0.9pre4 with perl 5.8.3. This did
it for me. For some reason, 3.0.9pre2 still had the same problem on
downloading attachments using IE.

Regards, Neil–On lundi 9 février 2004 18:00 +0200 Danie Marais danie.marais@attix5.com wrote:

Can’t be it because I can download smaller ones just fine. And I have
3.0.8.

But as I say not the end of the world.

I remember some fixes in rt3.0.8 or 9pre about IE bug with some no-cache
headers.
I size doesn’t matter in this case of error.
Best regards. Ruslan.

Thanks again.
Danie

It is possible that your MySQL version is the problem. The 4.0.x
releases are strongly recommended for working with RT. Redhat doesn’t
have its own versions of 4.0 but you can grab rpms directly from
http://www.mysql.com/.

Michael

Michael S. Liebman m-liebman@northwestern.edu
http://msl521.freeshell.org/
“I have vision and the rest of the world wears bifocals.”
-Paul Newman in “Butch Cassidy & the Sundance Kid”

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm