Creating (email) and replying a ticket problem

Hi!

I just installed Request Tracker 3.0.2. I had some problems that I found
the solution searching at the mailing list archive.
Now I have two problems that I could not find any help in the archives:

  1. When I send an email to rt@domain, I receive Undelivered Mail Return
    to Sender: unknown user: "rt"
    To install and configured I followed the docs from the web site.

  2. I can create a ticket using the web interface, but when I reply to
    the requester, the email is not sent. The /var/log/message output is:

Jun 11 23:03:32 balantidium RT: Scrip 2 died. - Can’t locate object method
"output_prefix" via package “MIME::Parser” at
/opt/rt3/lib/RT/Template_Overlay.pm line 327. Stack:
[/opt/rt3/lib/RT/Template_Overlay.pm:327]
[/opt/rt3/lib/RT/Action/SendEmail.pm:246]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:184]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:390]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:337]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3738]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:587]
[/opt/rt3/lib/RT/Interface/Web.pm:285]
[/opt/rt3/share/html/Ticket/Display.html:70]
[/opt/rt3/share/html/Ticket/Create.html:242]
[/opt/rt3/share/html/autohandler:158]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:359)

This output is repeated 5 times with different number for died in the
first line (e.g. …RT: Script X died. -…)

I’m using Red Hat linux 9, postfix 1.1.11, perl 5.8.0, apache 2.0.40,
mysql 3.23.56

Any tips?

Thank you!
Augusto Castelan Carlson

Like everyone else who’s reported this problem this week, the solution
is to back down to a non-alpha version of MIME::Tools.On Wed, Jun 11, 2003 at 11:29:55PM -0300, Augusto Castelan Carlson wrote:

Hi!

I just installed Request Tracker 3.0.2. I had some problems that I found
the solution searching at the mailing list archive.
Now I have two problems that I could not find any help in the archives:

  1. When I send an email to rt@domain, I receive Undelivered Mail Return
    to Sender: unknown user: "rt"
    To install and configured I followed the docs from the web site.

  2. I can create a ticket using the web interface, but when I reply to
    the requester, the email is not sent. The /var/log/message output is:

Jun 11 23:03:32 balantidium RT: Scrip 2 died. - Can’t locate object method
"output_prefix" via package “MIME::Parser” at
/opt/rt3/lib/RT/Template_Overlay.pm line 327. Stack:
[/opt/rt3/lib/RT/Template_Overlay.pm:327]
[/opt/rt3/lib/RT/Action/SendEmail.pm:246]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:184]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:390]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:337]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3738]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:587]
[/opt/rt3/lib/RT/Interface/Web.pm:285]
[/opt/rt3/share/html/Ticket/Display.html:70]
[/opt/rt3/share/html/Ticket/Create.html:242]
[/opt/rt3/share/html/autohandler:158]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:359)

This output is repeated 5 times with different number for died in the
first line (e.g. …RT: Script X died. -…)

I’m using Red Hat linux 9, postfix 1.1.11, perl 5.8.0, apache 2.0.40,
mysql 3.23.56

Any tips?

Thank you!

Augusto Castelan Carlson


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

Like everyone else who’s reported this problem this week, the solution
is to back down to a non-alpha version of MIME::Tools.

Wich is the best way to do that? I downloaded the version
MIME-tools-6.200_01 from CPAN, but I get some errors when I try “make
test”.

Thank you!

Augusto

5.411 from cpanOn Thu, Jun 12, 2003 at 12:25:03AM -0300, Augusto Castelan Carlson wrote:

On Wed, 11 Jun 2003, Jesse Vincent wrote:

Like everyone else who’s reported this problem this week, the solution
is to back down to a non-alpha version of MIME::Tools.

Wich is the best way to do that? I downloaded the version
MIME-tools-6.200_01 from CPAN, but I get some errors when I try “make
test”.

Thank you!

Augusto

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

Hi!

Are you using sendmail? If so, you need to create a symbolic link to
rt-mailgate in your /etc/smrsh directory (sendmail only executes
commands that are in this directory). Otherwise, the line in your
/etc/aliases file is not executed when you send an email to ‘rt’.

That will fix your undeliverable problem. Let me know how it goes. I am
stuck at this point. The mail is delivered, but not stored in RT!

Cheers,

David.On Wednesday, Jun 11, 2003, at 22:29 US/Eastern, Augusto Castelan Carlson wrote:

Hi!

I just installed Request Tracker 3.0.2. I had some problems that I
found
the solution searching at the mailing list archive.
Now I have two problems that I could not find any help in the archives:

  1. When I send an email to rt@domain, I receive Undelivered Mail
    Return
    to Sender: unknown user: "rt"
    To install and configured I followed the docs from the web site.

  2. I can create a ticket using the web interface, but when I reply
    to
    the requester, the email is not sent. The /var/log/message output is:

Jun 11 23:03:32 balantidium RT: Scrip 2 died. - Can’t locate object
method
"output_prefix" via package “MIME::Parser” at
/opt/rt3/lib/RT/Template_Overlay.pm line 327. Stack:
[/opt/rt3/lib/RT/Template_Overlay.pm:327]
[/opt/rt3/lib/RT/Action/SendEmail.pm:246]
[/opt/rt3/lib/RT/ScripAction_Overlay.pm:184]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:390]
[/opt/rt3/lib/RT/Scrip_Overlay.pm:337]
[/opt/rt3/lib/RT/Transaction_Overlay.pm:169]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:3738]
[/opt/rt3/lib/RT/Ticket_Overlay.pm:587]
[/opt/rt3/lib/RT/Interface/Web.pm:285]
[/opt/rt3/share/html/Ticket/Display.html:70]
[/opt/rt3/share/html/Ticket/Create.html:242]
[/opt/rt3/share/html/autohandler:158]
(/opt/rt3/lib/RT/Scrip_Overlay.pm:359)

This output is repeated 5 times with different number for died in the
first line (e.g. …RT: Script X died. -…)

I’m using Red Hat linux 9, postfix 1.1.11, perl 5.8.0, apache 2.0.40,
mysql 3.23.56

Any tips?

Thank you!

Augusto Castelan Carlson


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

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

Jesse Vincent escreveu:

5.411 from cpan

I continue receiving Undelivered Mail Return to Sender: unknown user:
“rt” when I try to create a ticket by email.
When I create a ticket using the web interface, the requestors receive
the auto reply mail, but some errors occurs at /var/log/messages:

(creating a ticket)
Jun 12 10:30:25 balantidium RT:
rt-3.0.2-4-20.8.31483196071126@pop-sc.rnp.br #4/20 - Scrip 2
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.8.31483196071126@pop-sc.rnp.br sent To:
carlson@npd.ufsc.br Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:217)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.16.2297305693522@pop-sc.rnp.br #4/20 - Scrip 3
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.16.2297305693522@pop-sc.rnp.br No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:171)
Jun 12 10:30:35 balantidium RT: Ticket 4 created in queue ‘General’ by
root (/opt/rt3/lib/RT/Ticket_Overlay.pm:598)

(replying a ticket)
Jun 12 10:40:49 balantidium RT: RT::Scrip=HASH(0x984a400): Couldn’t
prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
Jun 12 10:40:49 balantidium RT:
rt-3.0.2-5-26.17.4432555077109@pop-sc.rnp.br #5/26 - Scrip 4
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:40:51 balantidium RT:
rt-3.0.2-5-26.17.4432555077109@pop-sc.rnp.br No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:171)

My alias at /etc/aliases:

rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://rt.domain/"
rt-comment: “|/opt/rt3/bin/rt-mailgate --queue general --action comment
–url http://rt.domain/

Thank you!

Augusto

Augusto Castelan Carlson wrote:

I continue receiving Undelivered Mail Return to Sender: unknown user:
“rt” when I try to create a ticket by email.

Did you run “newaliases” after editing /etc/aliases?

Jun 12 10:30:25 balantidium RT:
rt-3.0.2-4-20.8.31483196071126@pop-sc.rnp.br #4/20 - Scrip 2
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.8.31483196071126@pop-sc.rnp.br sent To:
carlson@npd.ufsc.br Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:217)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.16.2297305693522@pop-sc.rnp.br #4/20 - Scrip 3
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.16.2297305693522@pop-sc.rnp.br No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:171)
Jun 12 10:30:35 balantidium RT: Ticket 4 created in queue ‘General’ by
root (/opt/rt3/lib/RT/Ticket_Overlay.pm:598)
(replying a ticket)
Jun 12 10:40:49 balantidium RT: RT::Scrip=HASH(0x984a400): Couldn’t
prepare Open Tickets (/opt/rt3/lib/RT/Scrip_Overlay.pm:338)
Jun 12 10:40:49 balantidium RT:
rt-3.0.2-5-26.17.4432555077109@pop-sc.rnp.br #5/26 - Scrip 4
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:40:51 balantidium RT:
rt-3.0.2-5-26.17.4432555077109@pop-sc.rnp.br No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:171)

There’s no errors there, just diagnostics.

Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Did you run “newaliases” after editing /etc/aliases?

Yes.

There’s no errors there, just diagnostics.

But this means something?

Augusto

Augusto Castelan Carlson wrote:

Did you run “newaliases” after editing /etc/aliases?

Yes.

Did you edit the right aliases file, then? Your problem
is that sendmail can’t find that alias.

There’s no errors there, just diagnostics.

But this means something?

It means there are no errors. :slight_smile:
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Did you edit the right aliases file, then? Your problem
is that sendmail can’t find that alias.

I’m using postfix and the aliases file that I edit is /etc/aliases

Augusto

Augusto Castelan Carlson wrote:

I’m using postfix and the aliases file that I edit is /etc/aliases

does your main.cf point to /etc/aliases? what does
ls -l /etc/aliases*

show?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances

Augusto Castelan Carlson wrote:

I’m using postfix and the aliases file that I edit is /etc/aliases

does your main.cf point to /etc/aliases?

alias_maps = hash:/etc/postfix/aliases
alias_database = hash:/etc/postfix/aliases

what does
ls -l /etc/aliases*

show?

[root@ticket etc]# ls -l /etc/aliases*
-rw-r–r-- 1 root root 1552 Jun 12 10:53 /etc/aliases
-rw-r----- 1 smmsp smmsp 12288 Jun 12 23:22 /etc/aliases.db

I’m probaly using editing the wrong aliases file…

Augusto

Augusto Castelan Carlson wrote:

I’m using postfix and the aliases file that I edit is /etc/aliases

does your main.cf point to /etc/aliases?

alias_maps = hash:/etc/postfix/aliases
alias_database = hash:/etc/postfix/aliases

what does
ls -l /etc/aliases*

show?

[root@ticket etc]# ls -l /etc/aliases*
-rw-r–r-- 1 root root 1552 Jun 12 10:53 /etc/aliases
-rw-r----- 1 smmsp smmsp 12288 Jun 12 23:22 /etc/aliases.db

I’m probaly using editing the wrong aliases file…

Yup. If your main.cf says /etc/postfix/aliases, then that’s the one you
should edit.

Russ Johnson
Dimension 7/Stargate Online
http://www.dimstar.net

Top post? http://www.caliburn.nl/topposting.html

Random thought #15 (Collect all 19)
“It is not how much we have, but how much we enjoy, that makes happiness.” - Charles H. Spurgeon

Jesse Vincent escreveu:

5.411 from cpan

I continue receiving Undelivered Mail Return to Sender: unknown user:
“rt” when I try to create a ticket by email.
When I create a ticket using the web interface, the requestors receive
the auto reply mail, but some errors occurs at /var/log/messages:

(creating a ticket)
Jun 12 10:30:25 balantidium RT:
rt-3.0.2-4-20.8.31483196071126@pop-sc.rnp.br #4/20 - Scrip 2
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.8.31483196071126@pop-sc.rnp.br sent To:
carlson@npd.ufsc.br Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:217)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.16.2297305693522@pop-sc.rnp.br #4/20 - Scrip 3
(/opt/rt3/lib/RT/Action/SendEmail.pm:91)
Jun 12 10:30:35 balantidium RT:
rt-3.0.2-4-20.16.2297305693522@pop-sc.rnp.br No recipients found. Not
sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:171)
Jun 12 10:30:35 balantidium RT: Ticket 4 created in queue ‘General’ by
root (/opt/rt3/lib/RT/Ticket_Overlay.pm:598)

My alias at /etc/aliases:

rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url
http://rt.domain/"
rt-comment: “|/opt/rt3/bin/rt-mailgate --queue general --action comment
–url http://rt.domain/

Thank you!
Augusto

Like everyone else who’s reported this problem this week, the solution
is to back down to a non-alpha version of MIME::Tools.

Just to add some fuel, which may be unrelated but seems strangely similar:

running RT 2.0.15 with qmail. When I started, it was taking jobs through
mailgate without a problem. Then at some point it just stopped working.
I don’t remember what I could have done to cause that.

Anyway, after much investigation, I worked out that qmail was refusing to
use any global aliases ( /var/qmail/aliases/.qmail-* … eg. .qmail-rt )

I have run qmail for years, and cannot work out why it’s misbehaving; checked
permissions, ownerships, config files etc.

I have made it work in a very dodgy manner, haven’t fixed the real problem.
Perhaps someone here can suggest something, or perhaps it might be intersting
data for someone else’s problem.

Glen Davison
Maths, UNSW