Emails on ticket updates not being sent in 4.0.6

Hi,

I’ve just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I’m using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

Sample debug output is :

[Wed May 23 10:52:07 2012] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
In-Reply-To: rt-4.0.6-14259-1337765913-158.416-8-0@ichec.ie
References: RT-Ticket-416@ichec.ie rt-4.0.6-14259-1337765913-158.416-8-0@ichec.ie
Message-ID: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson@ichec.ie
Bcc: niall.wilson@ichec.ie
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
In-Reply-To: rt-4.0.6-14259-1337765913-158.416-8-0@ichec.ie
References: RT-Ticket-416@ichec.ie rt-4.0.6-14259-1337765913-158.416-8-0@ichec.ie
Message-ID: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson@ichec.ie
Bcc: niall.wilson@ichec.ie
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Bcc; recipients are niall.wilson@ichec.ie (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
In-Reply-To: rt-4.0.6-14259-1337765913-158.416-8-0@ichec.ie
References: RT-Ticket-416@ichec.ie rt-4.0.6-14259-1337765913-158.416-8-0@ichec.ie
Message-ID: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson@ichec.ie
Bcc: niall.wilson@ichec.ie
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Got user mail preference ‘Individual messages’ for user niall.wilson@ichec.ie (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:681)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: No recipients found for deferred delivery on transaction #8091 (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:712)
[Wed May 23 10:52:07 2012] [info]: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie #416/8091 - Scrip 8 On Comment Notify AdminCcs as Comment (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)
[Wed May 23 10:52:07 2012] [error]: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: Could not send mail with command /usr/sbin/sendmail -oi -t: rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line 466.

Stack:
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:466]
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:308]
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:128]
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:232]
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:475]
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:198]
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:201]
[/opt/rt4/sbin/…/lib/RT/Record.pm:1459]
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:2243]
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:2103]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:1856]
[/opt/rt4/share/html/Ticket/Display.html:164]
[/opt/rt4/share/html/Ticket/Update.html:328]
[/opt/rt4/share/html/Ticket/autohandler:19]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:568]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:318]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:470)

Niall Wilson
ICHEC Systems Team

Hi,

I’ve just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I’m using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]:rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: Could not send mail with command /usr/sbin/sendmail -oi -t:rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line 466.

Interesting - I’ve just upgraded to 4.0.6 from 4.0.5 and just tested
this (I’m on CentOS 6.2, with mod_perl setup). I couldn’t replicate your
issue. It seems to me that the /usr/sbin/sendmail command failed - have
you checked this? Permissions, command line options etc…

smime.p7s (4.81 KB)

Hi,

I’ve just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I’m using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]:rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: Could not send mail with command /usr/sbin/sendmail -oi -t:rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line 466.

Interesting - I’ve just upgraded to 4.0.6 from 4.0.5 and just tested this (I’m on CentOS 6.2, with mod_perl setup). I couldn’t replicate your issue. It seems to me that the /usr/sbin/sendmail command failed - have you checked this? Permissions, command line options etc…

Thanks for the response but no, I’ve tested that and /usr/sbin/sendmail is working fine (tested manually and also by reverting to RT 4.0.5).

I’ve just updated to 4.0.6 and ticket updates are no longer being
emailed. This does not seem to be related to the noted FCGI.pm
problem as (1) I’m using mod_perl and (2) I updated the installed
FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

What package provides /usr/bin/sendmail on your system? Is it postfix,
or qmail, or SendMail™ or something else?

[Wed May 23 10:52:07 2012] [error]:
rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]:
rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: Could not send mail
with command /usr/sbin/sendmail -oi -t:
rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 at
/opt/rt4/sbin/…/lib/RT/Interface/Email.pm line 466.

Exit code 1 isn’t very useful, unfortunately. Does this happen with
every single mail RT tries to send? Are there ever any other exit codes
or errors?

Thomas

Please keep replies on the list, thanks.On 05/23/2012 11:14 AM, Niall Wilson wrote:

On 23 May 2012, at 16:09, Thomas Sibley wrote:

Exit code 1 isn’t very useful, unfortunately. Does this happen with
every single mail RT tries to send? Are there ever any other exit codes
or errors?

Not that I can see. I will set $SMTPDebug and see if I can get anything extra out of that.

$SMTPDebug is only when $MailCommand is set to ‘smtp’. It won’t be
useful here.

Does this error happen with every single mail RT tries to send, or just
some?

Thomas

rt-4.0.6-14259-1337770327-43.416-8-0@ichec.ie: /usr/sbin/sendmail -oi -t exited with code 1 at
/opt/rt4/sbin/…/lib/RT/Interface/Email.pm line 466.

Exit code 1 isn’t very useful, unfortunately. Does this happen with
every single mail RT tries to send? Are there ever any other exit codes
or errors?

Is it possible to change that command from “/usr/sbin/sendmail -oi -t”
to “/usr/sbin/sendmail -oi -t -v”? Because that will cause postfix
(at least) to email some extra information to postmaster.

http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin

Please keep replies on the list, thanks.

Niall— Again, please send your replies to rt-users. I subscribe and
will see your messages. If you don’t reply to the list, other users
can’t benefit from our discussion or chime in with info.

Ahh, OK. Maybe exim verbose mode so.

Yes, that would be useful. I’d expect errors in your mail logs if
/usr/bin/sendmail is bailing with a generic error.

Thomas

Please keep replies on the list, thanks.

Niall— Again, please send your replies to rt-users. I subscribe and
will see your messages. If you don’t reply to the list, other users
can’t benefit from our discussion or chime in with info.

oops, apologies for that.

Ahh, OK. Maybe exim verbose mode so.

Yes, that would be useful. I’d expect errors in your mail logs if
/usr/bin/sendmail is bailing with a generic error.

So it looks like the reason is that sendmail (exim) isn’t receiving a recipient address:

Bounce emails to the rt user on each event contain:
“A message that you sent contained no recipient addresses, and therefore no delivery could be attempted.”

However, if I change $MailCommand to ‘sendmail’ instead of ‘sendmailpipe’ (and remove the -t arg from $SendmailArguments) email updates work again.

Not sure what the difference between these two methods is but Set($MailCommand , ‘sendmail’); has fixed the issue for me.

niall.

So it looks like the reason is that sendmail (exim) isn’t receiving a
recipient address:

Bounce emails to the rt user on each event contain: “A message that
you sent contained no recipient addresses, and therefore no delivery
could be attempted.”

However, if I change $MailCommand to ‘sendmail’ instead of
’sendmailpipe’ (and remove the -t arg from $SendmailArguments) email
updates work again.

Not sure what the difference between these two methods is but
Set($MailCommand , ‘sendmail’); has fixed the issue for me.

That’s mighty strange. Can you send us both your non-working and
working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
passwords contained in them.

Thomas

That’s mighty strange. Can you send us both your non-working and
working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
passwords contained in them.

You can get a redacted version, along with other useful information, by
saving the Configuration -> Tools -> System Configuration page in your
browser.

FWIW, we are seeing the same sendmail problem with 3.8.10 patched
with latest patch set.On 5/23/2012 1:06 PM, Thomas Sibley wrote:

On 05/23/2012 01:05 PM, Thomas Sibley wrote:

That’s mighty strange. Can you send us both your non-working and
working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
passwords contained in them.

You can get a redacted version, along with other useful information, by
saving the Configuration -> Tools -> System Configuration page in your
browser.

FWIW, we are seeing the same sendmail problem with 3.8.10 patched
with latest patch set.

[Wed May 23 16:36:25 2012] [crit]:
rt-3.8.10-19076-1337790985-875.54825-20-0@our.org: Could not send mail
with command /usr/sbin/sendmail -oi -t: program unexpectedly closed
pipe at /apps/rt/bin/…/lib/RT/Interface/Email.pm line 451, line 1.

All defaults, not overridden in RT_SiteConfig.pm

Set($MailCommand , ‘sendmailpipe’);
Set($SendmailArguments , “-oi -t”);
Set($SendmailBounceArguments , ‘-f “<>”’);
Set($SendmailPath , “/usr/sbin/sendmail”);

[root@rtsrv1 etc]# uname -a
Linux rtsrv1.our.org 2.6.18-308.el5 #1 SMP Fri Jan 27 17:17:51 EST 2012
x86_64 x86_64 x86_64 GNU/Linux
[root@rtsrv1 etc]# cat /etc/redhat-release
Red Hat Enterprise Linux Server release 5.8 (Tikanga)
[root@rtsrv1 etc]# ls -ld /usr/sbin/sendmail
lrwxrwxrwx 1 root root 21 Aug 17 2009 /usr/sbin/sendmail →
/etc/alternatives/mta
[root@rtsrv1 etc]# ls -ld /etc/alternatives/mta
lrwxrwxrwx 1 root root 27 Nov 19 2011 /etc/alternatives/mta →
/usr/sbin/sendmail.sendmail
[root@rtsrv1 etc]#

FWIW, we are seeing the same sendmail problem with 3.8.10 patched
with latest patch set.

Not quite the same. You’re getting a SIGPIPE not a failed exit.

Are you running mod_perl or FastCGI? If fastcgi, mod_fcgid,
mod_fastcgi, or something else?

Can we see a saved copy of the System Configuration page?

What’s in your mail logs?

Are you running mod_perl or FastCGI? If fastcgi, mod_fcgid,
mod_fastcgi, or something else?

mod_perl

Can we see a saved copy of the System Configuration page?

Mailing to you.

What’s in your mail logs?

Absolutely nothing worthwhile :frowning:

Just a bunch of angry users with broken RT mail from a security
patch.

BTW, as an aside, these are completely conflicting pieces of
information:

Note that you should remove the ‘-t’ from C<$SendmailArguments>
if you use ‘sendmail’ rather than ‘sendmailpipe’

These arguments are good for sendmail brand sendmail 8 and newer
C<Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");>

What’s in your mail logs?

Absolutely nothing worthwhile :frowning:

Just a bunch of angry users with broken RT mail from a security
patch.

We obviously didn’t run across this problem in testing, and we’re
working to try and replicate it now.

BTW, as an aside, these are completely conflicting pieces of
information:

Not quite.

Note that you should remove the ‘-t’ from C<$SendmailArguments>
if you use ‘sendmail’ rather than ‘sendmailpipe’

If you set $MailCommand to ‘sendmail’ you should remove -t from
SendmailArguments.

These arguments are good for sendmail brand sendmail 8 and newer
C<Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");>

This suggestion is assuming you’re using $MailCommand eq ‘sendmailpipe’.
Putting the two together, if you’re using sendmail brand sendmail AND
MailCommand eq ‘sendmail’ (not a given!), you should use
SendmailArguments ‘-oi -ODeliveryMode=b -OErrorMode=m’.

These are neither here nor there for this issue though.

Thomas

Will also add to the data that our other RT instance
running 4.0.6 now, on a RHEL 6.2 box, with mod_perl as
well… works fine.

[ In contrast to our 3.8.10 + security patches on RHEL ]
[ 5.8 where web UI -> email broke ]

Will also add to the data that our other RT instance
running 4.0.6 now, on a RHEL 6.2 box, with mod_perl as
well… works fine.

Can you send me the Sys Config page for that instance?

What’s in your mail logs?

Absolutely nothing worthwhile :frowning:

Can you send us your apache error logs?

Are you running with selinux enabled?

What’s in your mail logs?

Absolutely nothing worthwhile :frowning:

Can you send us your apache error logs?

Honest, there’s nothing there to send you. Nothing in error logs
at all per-correspondence. Nothing bad in error logs at RT
startup.

Here’s the ssl_access_log info from a reply, which is all
I have to show for the attempt:

xx.yy.44.251 - - [23/May/2012:15:44:14 -0400] “GET
/Ticket/Update.html?Action=Respond&id=54826 HTTP/1.1” 200 14631
xx.yy.44.251 - - [23/May/2012:15:44:19 -0400] “POST /Ticket/Update.html
HTTP/1.1” 302 365
xx.yy.44.251 - - [23/May/2012:15:44:21 -0400] “GET
/Ticket/Display.html?id=54826&results=47c7103ceafa17814c73bfbd05661ca1
HTTP/1.1” 200 41286

There’s nothing in the mail queue and there’s nothing in
/var/log/maillog, which we have configured in /etc/syslog.conf
as:

 mail.*	-/var/log/maillog

Are you running with selinux enabled?

Nope.

I’ll point out, too, for more data … that before I did the
patching yesterday, I did a:

 mkdir SAVE
 cp -rp bin lib share local etc SAVE

Looking at the new lib/RT/Interface/Email.pm from the patch, and
looking at the diff IN the patch file itself, I saw nothing
requiring any new code or DB references, so tried dropping the
old “SAVE/lib/RT/Interface/Email.pm” file back in place. It bought
me nothing.

FWIW, we are seeing the same sendmail problem with 3.8.10 patched
with latest patch set.

We have replicated this problem when running 3.8.12, or 3.8.x + the
security patches, when running under mod_perl; mod_fcgid and mod_fastcgi
are unaffected. We also do not believe 4.0.6 or 4.0.x + security
patches are affected.

  • Alex