Blacklist and Bugzilla

RT Users
1

We’re seeing

bugzilla-internal@[redacted].com was blacklisted for outbound mail
on this transaction

We want to send mail to this address, and this used to work with 3.6 (now
running 3.8.8).

How can we change the behaviour so that mail is sent to that Bugzilla
address?

Thanks,
Keith
"You can have everything in life you want if you help enough other people
get what they want" - Zig Ziglar.

Who did you help today?

2

Hi,

RTAddressRegexp, this option may be matches more addresses. Check
squelching, may be somebody manually marked this address to stop
mails.On Tue, May 31, 2011 at 3:32 PM, Keith Edmunds kae@midnighthax.com wrote:

We’re seeing

   bugzilla-internal@[redacted].com was blacklisted for outbound mail
   on this transaction

We want to send mail to this address, and this used to work with 3.6 (now
running 3.8.8).

How can we change the behaviour so that mail is sent to that Bugzilla
address?

Thanks,
Keith

“You can have everything in life you want if you help enough other people
get what they want” - Zig Ziglar.

Who did you help today?

Best regards, Ruslan.

3

RTAddressRegexp, this option may be matches more addresses.

No: it’s currently set to:

'^(admin|support)(-comment)?\@OURDOMAIN$'

…so it isn’t matching bugzilla-internal@anything

Check
squelching, may be somebody manually marked this address to stop
mails.

What is squelching? I’m not familiar with that.

Thanks,
Keith
“You can have everything in life you want if you help enough other people
get what they want” - Zig Ziglar.

Who did you help today?

4

RTAddressRegexp, this option may be matches more addresses.

No: it’s currently set to:

‘^(admin|support)(-comment)?@OURDOMAIN$’

…so it isn’t matching bugzilla-internal@anything

Check
squelching, may be somebody manually marked this address to stop
mails.

What is squelching? I’m not familiar with that.

Click on the People tab and see if someone flagged it as “no mail will
be sent to this user” or hit Reply and scroll down to the “mail that
will be generated”.

It is also possible to include a RT-Squelch-Replies-To header

-kevin

5

Thanks Kevin.

There’s nothing about “no maill will be sent to this user”, and if I click
reply I can see that replies do go to that user (and that is in fact what
happens).

The only time we see the problem is when a new ticket is created, when the
log says:

bugzilla-internal@[redacted].com was blacklisted for outbound mail
on this transaction

The autoreply template does have some conditional code to handle mail from
bugzilla: it is possible that something in the template leads to the
"blacklisted" message above? I can post the template if that helps.

Thanks,
Keith
"You can have everything in life you want if you help enough other people
get what they want" - Zig Ziglar.

Who did you help today?

6

Thanks Kevin.

There’s nothing about “no maill will be sent to this user”, and if I click
reply I can see that replies do go to that user (and that is in fact what
happens).

The only time we see the problem is when a new ticket is created, when the
log says:

bugzilla-internal@[redacted].com was blacklisted for outbound mail
on this transaction

The autoreply template does have some conditional code to handle mail from
bugzilla: it is possible that something in the template leads to the
“blacklisted” message above? I can post the template if that helps.

If you have customizations that relate to mail to bugzilla, they’re
where I would look first.

-kevin

7

Some slight progress. We were seeing:

"The incoming message was autogenerated. Not redistributing this
message to unprivileged users based on site configuration."

Adding:

Set($RedistributeAutoGeneratedMessages, 1);

…has removed that message; however, we still get:

bugzilla-internal@[redacted] was blacklisted for outbound mail
on this transaction. Skipping

Please: how can I tell RT not to blacklist this address?

Thanks,
Keith
"You can have everything in life you want if you help enough other people
get what they want" - Zig Ziglar.

Who did you help today?

8

Some slight progress. We were seeing:

“The incoming message was autogenerated. Not redistributing this
message to unprivileged users based on site configuration.”

You should probably include a full log, rather than cherry picked
parts of it.

That implies that something has an RT-DetectedAutoGenerated header.
Is bugzilla-internal a ticket watcher that is reinjecting mail to RT?

You’re not providing full information, which makes debugging this
really hard.

-kevin

9

You should probably include a full log, rather than cherry picked
parts of it.

Fair comment. Here’s the full log of a new ticket, up to the time when the
‘blacklisted’ message appears. I’ve put blank lines between each line to
reduce the confusion from wrapping.

The lines starting with an asterisk (*) are debug lines we have inserted,
and so can be ignored.

[Thu Jun 9 11:33:34 2011] [debug]: Mail from user #22987
(bugzilla-internal@[REDACTED])
(/usr/share/request-tracker3.8/lib/RT/Interface/Email/Auth/MailFrom.pm:75)

[Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149661
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149662
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149663
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149664
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun 9 11:33:34 2011] [debug]: About to think about scrips for
transaction #149665
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:163)

[Thu Jun 9 11:33:34 2011] [debug]: About to prepare scrips for
transaction #149665
(/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:167)

[Thu Jun 9 11:33:34 2011] [debug]: Found 9 scrips for TransactionCreate
stage with applicable type(s) Create
(/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm:370)

*[Thu Jun 9 11:33:34 2011] [warning]: In template autoreply (template:4)

*[Thu Jun 9 11:33:34 2011] [warning]: Requestor
bugzilla-internal@[REDACTED] in template autoreply (template:12)

*[Thu Jun 9 11:33:34 2011] [warning]: Bugzilla ticket in template
autoreply (template:15)

*[Thu Jun 9 11:33:34 2011] [warning]: Bugzilla OUT set to: @bug_id = 1733
@short_desc = pidgin client often crashes [[COMPANY] Ltd #7387]
(template:23)

[Thu Jun 9 11:33:34 2011] [info]:
<rt-3.8.8-6748-1307619214-28.7387-29-0@[COMPANY].co.uk>
bugzilla-internal@[REDACTED] was blacklisted for outbound mail on this
transaction. Skipping
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:828)

The question, in case it’s lost in the history, is “why is the address
being blacklisted” (or “how can I find out why the address is being
blacklisted” or, ultimately, “how can I stop it being blacklisted”).

Thanks,
Keith
“You can have everything in life you want if you help enough other people
get what they want” - Zig Ziglar.

Who did you help today?

10

On Mon, 13 Jun 2011 10:48:15 +0100, kae@midnighthax.com said:

The question, in case it’s lost in the history, is “why is the address
being blacklisted” (or “how can I find out why the address is being
blacklisted” or, ultimately, “how can I stop it being blacklisted”).

Any chance of a pointer to being able to answer this?

Thanks,
Keith
“You can have everything in life you want if you help enough other people
get what they want” - Zig Ziglar.

Who did you help today?

11

You should probably include a full log, rather than cherry picked
parts of it.

Fair comment. Here’s the full log of a new ticket, up to the time when the
‘blacklisted’ message appears. I’ve put blank lines between each line to
reduce the confusion from wrapping.

You still seem to have trimmed some, since 9 scrips are identified.

[Thu Jun 9 11:33:34 2011] [info]:
<rt-3.8.8-6748-1307619214-28.7387-29-0@[COMPANY].co.uk>
bugzilla-internal@[REDACTED] was blacklisted for outbound mail on this
transaction. Skipping
(/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:828)

What is scrip 29?

-kevin

12

You still seem to have trimmed some, since 9 scrips are identified.

There’s nothing trimmed within the extract I posted, although there is more
before and after.

What is scrip 29?

Condition: On Create
Action: Autoreply to Requestors
Template: Global template: Autoreply
Stage: TransactionCreate

No user defined conditions and actions; however, the template is modified:

{
$RT::Logger->warning(“In template autoreply”);
my %bugzillaList;

foreach
('bugzilla-projectx@[REDACTED]','bugzilla-internal@[REDACTED') {
  $bugzillaList{$_} = 1; 
};

my $ticketRequestor = lc($Ticket->CreatorObj->EmailAddress);
$RT::Logger->warning("Requestor $ticketRequestor in template
autoreply");

if (exists $bugzillaList{$ticketRequestor}) {
    $RT::Logger->warning("Bugzilla ticket in template autoreply");
    $Ticket->Subject =~ /\[Bug\s(\d{3,})/;
    $OUT  = '@bug_id'." = $1\n";
    $Ticket->Subject =~ /\[Bug\s\d{3,}] (?:New: )?(.*)/;
    $OUT .= '@short_desc'." = $1";
    $OUT .= " [$rtname ".'#';
    $OUT .= $Ticket->id;
    $OUT .= "]\n";
}
else {
    $OUT = '';
}

}
Thank you for your mail, which has now been automatically logged on our
support system as ticket reference: [{$rtname} #{$Ticket->id()}].

There is no need to reply to this message right now, but if you do want to
update the details of this ticket please include the string

     [{$rtname} #{$Ticket->id}]

in the subject line. You can do that by simply replying to this message.

                    Thank you,
                    Technical Support

{$Transaction->Content()}

Thanks,
Keith
“You can have everything in life you want if you help enough other people
get what they want” - Zig Ziglar.

Who did you help today?

13

You still seem to have trimmed some, since 9 scrips are identified.

There’s nothing trimmed within the extract I posted, although there is more
before and after.

It’s the logs before that would have been helpful.

Go to ticket 7387 and provide the full headers of the mail that
triggered the Autoreply.

-kevin

14

Go to ticket 7387 and provide the full headers of the mail that
triggered the Autoreply.

Below, with blank lines added for clarity: I’m guessing that
the RT-Squelch-Replies-To line is significant.

MIME-Version: 1.0

X-Bugzilla-Target-Milestone: —

X-Spam-Status: (ACL:WHITELISTED_DOMAIN) Whitelisted domain ([REDACTED].com)

In-Reply-To: <bug-1733-29@http.bugzilla/>

X-Bugzilla-Changed-Fields: Status AssignedTo

X-Bugzilla-Severity: normal

Received-SPF: none

Auto-Submitted: auto-generated

X-Bugzilla-Type: changed

References: <bug-1733-29@http.bugzilla/>

X-Bugzilla-Reason: AssignedTo

X-Bugzilla-Assigned-To: support@[RECIPIENT].co.uk

X-Bugzilla-Component: User

Content-Type: text/plain; charset=“UTF-8”

X-Bugzilla-Priority: P5

Received: from [xxx.xxx.xxx.xxx] (helo=thames2.[RECIPIENT].co.uk) by
mail1.[RECIPIENT].co.uk with esmtps (TLS1.0:RSA_AES_256_CBC_SHA1:32) (Exim
4.69) (envelope-from <bugzilla-internal@[REDACTED].com>) id
1QTvQ0-0006nw-5w for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:30:00 +0100

Received: from ampere.[REDACTED].com
([xxx.xxx.xxx.xxx] helo=mailgate.[REDACTED].com) by
thames2.[RECIPIENT].co.uk with esmtps (TLS1.0:RSA_AES_256_CBC_SHA1:32)
(Exim 4.72) (envelope-from <bugzilla-internal@[REDACTED].com>) id
1QTvPu-0005On-Ql for support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:29:54
+0100

Received: from [xxx.xxx.xxx.xxx] (helo=bugzilla) by
mailgate.[REDACTED].com with esmtp (Exim 4.69) (envelope-from
<bugzilla-internal@[REDACTED].com>) id 1QTvPu-0007Cu-Dg for
support@[RECIPIENT].co.uk; Tue, 07 Jun 2011 13:29:54 +0100

X-Bugzilla-Who: [USERNAME]@[REDACTED].comSubject: [Bug 1733] pidgin client often crashes

X-Bugzilla-Status: ASSIGNED

X-Bugzilla-Product: IT

Date: Tue, 7 Jun 2011 13:29:54 +0100

X-Bugzilla-Keywords:

X-Bugzilla-Url: http://bugzilla/

To: support@[RECIPIENT].co.uk

X-Bugzilla-Watch-Reason: None

From: bugzilla-internal@[REDACTED].com

X-RT-Original-Encoding: utf-8

content-transfer-encoding: 8bit

RT-Squelch-Replies-To: bugzilla-internal@[REDACTED].com

RT-DetectedAutoGenerated: true

Content-Length: 568

“You can have everything in life you want if you help enough other people
get what they want” - Zig Ziglar.

Who did you help today?

15

Go to ticket 7387 and provide the full headers of the mail that
triggered the Autoreply.

Below, with blank lines added for clarity: I’m guessing that
the RT-Squelch-Replies-To line is significant.

Yep, I believe I mentioned that header back in my original reply to
the thread.

RT sees this:

Auto-Submitted: auto-generated

Add adds these

RT-Squelch-Replies-To: bugzilla-internal@[REDACTED].com
RT-DetectedAutoGenerated: true

So that it knows later not to reply to the transaction.

That change came in with 9ba140330ad503e170488c8b463914baa1b734ea and
3.8.0 so we would be RFC3834 compliant.

You may need a local mod of CheckForAutoGenerated that avoids
triggering on your bugzilla instance.

RT very intentionally doesn’t reply to properly flagged AutoGenerated
email since it is a great source of mail loops

-kevin