Critical bug rt-3-0-5pre4: silently ignoring incoming mail

RT Users
1

Hello,

after installing rt-3-0-5pre4 the system silently ignored all incoming
mail, reverting to pre3 (same config) fixed it.

in pre4:

  1. exim/mainlog says it accepted a messaged and performed local delivery
  2. apache.access.log for localhost says something is posted
  3. RT’s rt.log (log level info) is silent
  4. no message arrives in the system

Is this a known issue?

I tried “make test” after “configure” in the rt-sourcedir but got an error

ok 132 - Requiring ‘RT_SiteConfig.pm’
[Tue Aug 26 08:46:46 2003] [crit]: Undefined subroutine &RT::Set called at
RT_Config.pm line 27.
(/export/rt3/lib/RT.pm:242)
1…132

but I get the same error in rt-3-0-5pre3

How can I perform the test suite for rt?

Thanks,
Dirk.

2

Hello,

after installing rt-3-0-5pre4 the system silently ignored all incoming
mail, reverting to pre3 (same config) fixed it.

in pre4:

  1. exim/mainlog says it accepted a messaged and performed local delivery
  2. apache.access.log for localhost says something is posted
  3. RT’s rt.log (log level info) is silent
  4. no message arrives in the system

Is this a known issue?

Yikes!

It sure is now. It’s about 5am, but you can be sure I’ll be looking at
this as soon as I get some sleep. We’ve applied a large # of patches
since pre3, so it might take some digging. Locally, 3.0.5pre4 does pass
the the test suite, so there may be a hole in the tests or something
that’s not being triggered here.

I tried “make test” after “configure” in the rt-sourcedir but got an error

make regression is a more correct and comprehensive test suite, but
thanks for the heads up.

ok 132 - Requiring ‘RT_SiteConfig.pm’
[Tue Aug 26 08:46:46 2003] [crit]: Undefined subroutine &RT::Set called at
RT_Config.pm line 27.
(/export/rt3/lib/RT.pm:242)
1…132

but I get the same error in rt-3-0-5pre3

How can I perform the test suite for rt?

Thanks,
Dirk.

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3

Hello,

after installing rt-3-0-5pre4 the system silently ignored all incoming
mail, reverting to pre3 (same config) fixed it.

in pre4:

  1. exim/mainlog says it accepted a messaged and performed local delivery
  2. apache.access.log for localhost says something is posted
  3. RT’s rt.log (log level info) is silent
  4. no message arrives in the system

Is this a known issue?

Yikes!

Dirk, did a “make regression” pass for you? Can you give some more
details of your configuration, so that I can attempt to duplicate the
problem here?

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

4

Hallo Jesse,

–Am Dienstag, 26. August 2003 14:55 Uhr -0400 schrieb Jesse Vincent
jesse@bestpractical.com:

Dirk, did a “make regression” pass for you? Can you give some more
details of your configuration, so that I can attempt to duplicate the
problem here?

I just do. I have

ok 501 - Opened the mailgate -
An Error Occurred

403 Forbidden
ok 502
ok 503 - found ticket 16
not ok 504 - Created the ticket

Failed test (bin/rt-mailgate at line 55)

ok 505 - Opened the mailgate -
An Error Occurred

403 Forbidden
ok 506 - found ticket 16
ok 507 - failed to create the new ticket from an unprivileged account

so there is something with permissions on executing mail-gate. Indeed the
permissions in rt3/bin are not adjusted correctly, but fixing manually did
not help either.

I wanted to tell you first, while I dig more into the problem.

Regards,
Dirk.

5

Hello Jesse,

–Am Mittwoch, 27. August 2003 8:52 Uhr +0200 schrieb Dirk Pape
pape-rt@inf.fu-berlin.de:

so there is something with permissions on executing mail-gate. Indeed the
permissions in rt3/bin are not adjusted correctly, but fixing manually
did not help either.

I wanted to tell you first, while I dig more into the problem.

I had to patch the Makefile:

  1. regression should depend on fixperms and
  2. regression-reset-db should call rt-setup-database with
    –prompt-for-dba-password

Then I had to provide the correct $WebPath in RT_SiteConfig.pm

I let “make regression” make a clean install (by wiping the teraget
directzory entirely) without any _Local.pm /local/html and patches from our
Site.

I have 7 errors out of 529, all have to do with creating tickets.

local site configuration:

Debian woody

  • Perl 5.8.0
  • mysql4 (happened with mysql3 also!)
  • apache-ssl
    modperl setup

As said: rt3.0.5pre3 works on the same setup.

I send you the output from “make regression” personally.

Dirk.

6

FWIW I seem to be having the same problem here.

RT-3-0-5pre4
FreeBSD 4.8
mysql Ver 12.21 Distrib 4.0.14, for portbld-freebsd4.8 (i386)
apache Server version: Apache/1.3.28 (Unix)
Server built: Aug 25 2003 17:02:32
Compiled-in modules:
http_core.c
mod_so.c
mod_perl.c

postfix mailer.

Only thing slightly out of the ordinary is external auth (LDAP) instead of the web logon. I embed a user name and password in the aliases file, which works. Message log show the mesage accepted by postfix.

Aug 27 12:46:46 webring postfix/local[19413]: B8100737: to=rt@webring.decarie.com, relay=local, delay=1, status=sent (“|/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action correspond --url http://Rtmail:xxxxxx@rt.decarie.com/”)

Follows is the bit of httpd.conf.

<VirtualHost 10.1.1.3>
ServerName rt.decarie.com
DocumentRoot /usr/local/www/data/rt3/share/html
AddDefaultCharset UTF-8

PerlModule Apache::DBI
PerlRequire /usr/local/www/data/rt3/bin/webmux.pl

RewriteEngine On RewriteLog /var/log/apache/rewrite.log RewriteLogLevel 0 RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [R] [L] RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [R] [L] AuthName "RT Authentication" AuthType Basic PerlSetVar LDAPServer nts009.decarie.com PerlSetVar LDAPPort 389 PerlAuthenHandler Apache::AuthNetLDAP require valid-user Satisfy any order deny,allow allow from 127.0.0.1 deny from all SetHandler perl-script PerlHandler RT::Mason This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail.

All outgoing e-mail scanned by Sybari Antigen v7.5 build 1133

7

As a point of reference, I upgraded to pre4 the other night and am not
missing mails.

redhat 8.0, modperl, apache 1.3.27, rt pre4, postfix----- Original Message -----
From: “Bruce Segal” bsegal@DECARIE.COM
Cc: “rt-users” rt-users@lists.fsck.com
Sent: Wednesday, August 27, 2003 9:42 AM
Subject: RE: [rt-users] critical bug rt-3-0-5pre4: silently ignoring
incoming mail

FWIW I seem to be having the same problem here.

RT-3-0-5pre4
FreeBSD 4.8
mysql Ver 12.21 Distrib 4.0.14, for portbld-freebsd4.8 (i386)
apache Server version: Apache/1.3.28 (Unix)
Server built: Aug 25 2003 17:02:32
Compiled-in modules:
http_core.c
mod_so.c
mod_perl.c

postfix mailer.

Only thing slightly out of the ordinary is external auth (LDAP) instead of
the web logon. I embed a user name and password in the aliases file, which
works. Message log show the mesage accepted by postfix.

Aug 27 12:46:46 webring postfix/local[19413]: B8100737:
to=rt@webring.decarie.com, relay=local, delay=1, status=sent
(“|/usr/local/www/data/rt3/bin/rt-mailgate --queue Computer --action
correspond --url http://Rtmail:xxxxxx@rt.decarie.com/”)

Follows is the bit of httpd.conf.

<VirtualHost 10.1.1.3>
ServerName rt.decarie.com
DocumentRoot /usr/local/www/data/rt3/share/html
AddDefaultCharset UTF-8

PerlModule Apache::DBI
PerlRequire /usr/local/www/data/rt3/bin/webmux.pl

RewriteEngine On RewriteLog /var/log/apache/rewrite.log RewriteLogLevel 0 RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [R] [L] RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [R] [L] AuthName "RT Authentication" AuthType Basic PerlSetVar LDAPServer nts009.decarie.com PerlSetVar LDAPPort 389 PerlAuthenHandler Apache::AuthNetLDAP require valid-user Satisfy any order deny,allow allow from 127.0.0.1 deny from all SetHandler perl-script PerlHandler RT::Mason This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. If you have received this email in error please notify the system manager. This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail.

All outgoing e-mail scanned by Sybari Antigen v7.5 build 1133
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Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

8

We’re not seeing this, but I have noticed one bug that’s crept in.
If a ticket is killed then the user sends a reply to the ticket, RT does
not re-open the ticket. Status remains deleted, and the correspondence
gets added to that ticket, so effectively it never gets seen.

9

Deleted tickets are essentially supposed to “not exist” in the system.
The fact that the new message doesn’t get assigned a new ticket id
sounds like a bug, though.

-jOn Thu, Aug 28, 2003 at 07:57:16AM +1200, Gordon Smith wrote:

We’re not seeing this, but I have noticed one bug that’s crept in.
If a ticket is killed then the user sends a reply to the ticket, RT does
not re-open the ticket. Status remains deleted, and the correspondence
gets added to that ticket, so effectively it never gets seen.

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

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

10

Cheers Jesse,

Its easy enough to get around - helpdesk shouldn’t be deleting unless
its spam. They were being a bit lazy there…

Overall, we’re really impressed with this build. Speed is comparable to
2.x, and the features are great.

Gordon

11

Hi,

after installing rt-3-0-5pre4 the system silently ignored all incoming
mail, reverting to pre3 (same config) fixed it.

after upgrading from rt-3-0-5pre3 to pre4 i don’t have such problems.
Up to now no mail is missing on my test-system.

rt-3-0-5pre4 (upgraded from pre3)
SuSE 8.2
Apache 1.3.27
modperl1
mysql 4.0.13,

Greetings
Torsten

12

Gordon Smith wrote:

Cheers Jesse,

Its easy enough to get around - helpdesk shouldn’t be deleting unless
its spam. They were being a bit lazy there…

Overall, we’re really impressed with this build. Speed is comparable to
2.x, and the features are great.

I’ll second that. I spent a week fighting with redhat 9 to get the
thing to work, and it turns out there’s all kinds of crazy system stuff
you need to do to make things happy, and I just didn’t feel comfortable
doing it on a production machine.

Instead, I installed debian on the system a few days ago, grabbed the
request-tracker3 source package, applied it to our internal vendor
branch (which has our configuration changes and cosmetic changes already
set up) and built a deb and had 3.0.5 up and running and cut over from
the old system last evening.

The new setup is running very smoothly and just as fast, if not faster,
than the previous rt2 installation.

Thanks for a great tool, Jesse!