Can't stop creating new tickets!


#1

Hey all,

Just got RT working (version 1.0.1, latest version of perl, solaris 2.6),
and every time a user replies to the auto-response (or our response), a
new ticket is created. This happens even when the subject line remains
the same; it happens when I remove the Re: in front of the subject line,
it happens when the only thing in the subject line is what should go
between the [ ].

The one thing I can think of is that, since we couldn’t get mySQL to
compile on the same server as our mail server, we devised an ugly hack to
get the RT mail from the mail server to our mySQL/RT server.

Anyone seen this before? Might it be a problem with our database setup,
or is there a faster and easier fix?

thanks,
Janet


#2

What’s the ugly hack? it sounds like something may be messing with the message
headers before rt-mailgate gets to them.On Wed, Mar 29, 2000 at 01:41:14PM -0500, Janet Hanseth wrote:

Hey all,

Just got RT working (version 1.0.1, latest version of perl, solaris 2.6),
and every time a user replies to the auto-response (or our response), a
new ticket is created. This happens even when the subject line remains
the same; it happens when I remove the Re: in front of the subject line,
it happens when the only thing in the subject line is what should go
between the [ ].

The one thing I can think of is that, since we couldn’t get mySQL to
compile on the same server as our mail server, we devised an ugly hack to
get the RT mail from the mail server to our mySQL/RT server.

Anyone seen this before? Might it be a problem with our database setup,
or is there a faster and easier fix?

thanks,
Janet


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jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
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’“As the company that brought users the Internet, Netscape is now inviting
the more than 60 million people who have used our client software to
’tune up’ and upgrade to Netscape Communicator,” said Mike Homer,
senior vice president of marketing at Netscape.’ Sometimes I wonder.


#3

Boy, sure glad I asked about this topic… there really should be some
limits in there, somewhere/somehow. :slight_smile:

_F

At 01:41 PM 3/29/00 -0500, Janet Hanseth wrote:


#4

Boy, sure glad I asked about this topic… there really should be some
limits in there, somewhere/somehow. :slight_smile:

We absolutely haven’t thought of that. Follow up to rt-devel if you have
suggestions.

Tobias Brox (alias TobiX) - +4722925871 - urgent emails to
sms@tobiasb.funcom.com. Check our upcoming MMORPG at
http://www.anarchy-online.com/ (Qt) and play multiplayer Spades,
Backgammon, Poker etc for free at http://www.funcom.com/ (Java)


#5

I am not sure if these mechanisms belong in the RT system.

Sendmail has many features to avoid virtually all spamming problems.

Sendmail can check and deny email based on:

database can be created to accept or reject mail from selected domains.
blacklist function that blocks from certain users/domains.
refuse mail if the MAIL FROM: parameter is not fully qualified
plus of course, disallowing relaying.

Stephen Hauskins


#6

I am not sure if these mechanisms belong in the RT system.

When thinking twice … as long as spam/mailbombing isn’t a significantly
bigger problem with RT than with ordinary mailboxes, mailing lists, etc, I
agree any such mechanisms clearly belongs outside RT.

Tobias Brox (alias TobiX) - +4722925871 - urgent emails to
sms@tobiasb.funcom.com. Check our upcoming MMORPG at
http://www.anarchy-online.com/ (Qt) and play multiplayer Spades,
Backgammon, Poker etc for free at http://www.funcom.com/ (Java)


#7

Sendmail does NOT have a mechanism to throttle email connection. No MTA
that I’ve seen has this. Kai’s Spamshield hack will drop a dead route in
for someone who is sending greater than X (defined number) of messages,
based upon watching the syslog (but there are inherent problems with this,
such as forged syslog messages etc).

I would think that something of this nature would be appropriate in a
ticket-by-email system.

_F

At 11:14 AM 3/29/00 -0800, Stephen Hauskins wrote:


#8

I said:

Sendmail does NOT have a mechanism to throttle email connection.

What I MEANT was to watch and limit the sent emails to an address…
sendmail does support some form of tcp connection throttling, but it’s on
the network layer.

_F


#9

Sendmail does NOT have a mechanism to throttle email connection. No MTA
that I’ve seen has this. Kai’s Spamshield hack will drop a dead route in
for someone who is sending greater than X (defined number) of messages,
based upon watching the syslog (but there are inherent problems with this,
such as forged syslog messages etc).

I would think that something of this nature would be appropriate in a
ticket-by-email system.

I don’t believe this belongs in a ticketing system. it belongs in an MTA, if
anywhere. Can we take discussion of this off of rt-users, please?

jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
pgp keyprint: 50 41 9C 03 D0 BC BC C8 2C B9 77 26 6F E1 EB 91
"Bother," said Pooh, “Eeyore, ready two photon torpedoes and lock
phasers on the Heffalump, Piglet, meet me in transporter room three”


#10

Yeah, I think the problem might lie in the ugly hack. What we do is allow
ssh tunneling of WebRT email from our sendmail host to our host running
the webrt/mySQL. I don’t know how this would mess with the headers,
though. I’ll send you the tarball if you’re interested.

j.


#11

One “known bug” is that 1.0.x can’t handle MIME-encoded headers. You
should check if the plain text that is delievered to RT looks nice.
MIME-encoded headers typically appear when somebody tries using eight bit
characters in the headers. According to the RFCs, eight bit
characters are not allowed in the headers, and there aren’t any way to
tell what charset they should be in anyway. But I find it very unlikely
all your subject lines should be garbled … unless your tag contains
eight bit characters?

I’m also uncertain if the instance tag can contain special characters,
i.e. blanks. I don’t think so.

It’s also a third possibility, if the tag is extremely long, the subject
line might wrap. While the latest CVS version supports wrapped header
lines, I don’t think the last release does.

What is your site tag? I’d recommend only some few characters (like
fsck). We use “FunSupport”, and I think it’s a bit too long.

Tobias Brox (alias TobiX) - +4722925871 - urgent emails to
sms@tobiasb.funcom.com. Check our upcoming MMORPG at
http://www.anarchy-online.com/ (Qt) and play multiplayer Spades,
Backgammon, Poker etc for free at http://www.funcom.com/ (Java)


#12

One “known bug” is that 1.0.x can’t handle MIME-encoded headers. You
should check if the plain text that is delievered to RT looks nice.
MIME-encoded headers typically appear when somebody tries using eight bit
characters in the headers. According to the RFCs, eight bit
characters are not allowed in the headers, and there aren’t any way to
tell what charset they should be in anyway. But I find it very unlikely
all your subject lines should be garbled … unless your tag contains
eight bit characters?

nope, that seems ok.

It’s also a third possibility, if the tag is extremely long, the subject
line might wrap. While the latest CVS version supports wrapped header
lines, I don’t think the last release does.
What is your site tag? I’d recommend only some few characters (like
fsck). We use “FunSupport”, and I think it’s a bit too long.

Thanks – changing the tag from eecs.harvard.edu to just eecs seemed to do
the trick! How wonderful. We might grab the latest release from the CVS
archive fairly soon, but I’d rather just get it working.

j.


#13

It’s also a third possibility, if the tag is extremely long, the subject
line might wrap. While the latest CVS version supports wrapped header
lines, I don’t think the last release does.
What is your site tag? I’d recommend only some few characters (like
fsck). We use “FunSupport”, and I think it’s a bit too long.

Thanks – changing the tag from eecs.harvard.edu to just eecs seemed to do
the trick! How wonderful. We might grab the latest release from the CVS
archive fairly soon, but I’d rather just get it working.

I’ll bet there was a space or tab or something in the configfile’s notion
of the tag. That happened at tufts as well.

j.


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jesse reed vincent – jrvincent@wesleyan.edujesse@fsck.com
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A REAL sysadmin challenge is “resurrect five dead mailserver while so ripped
to the gills on mdma that you can’t focus on any given line of text for more
than 10 seconds continuously.”
-Nathan Mehl


#14

I’ll bet there was a space or tab or something in the configfile’s notion
of the tag. That happened at tufts as well.

this might have also been the problem. at any rate, it works now.

j.


#15

“stephen” == Stephen Hauskins stephen@mendel.ucsc.edu writes:

stephen> I am not sure if these mechanisms belong in the RT system.

I’ll go further than that – I’d strongly advise against adding it to RT.
This is clearly the domain of the mail system. And as you say, the current
version of sendmail gives one plenty of rope to build this particular noose.

Jim Rowan
DCSI | DCE/DFS/System Administration Consulting | (512) 374-1143
jmr@computing.com