(helpdesk) Testing... Looking for odd behaviour


#1

Greetings rt-devel,

We are using this very cool system called Request Tracker from fsck.com.

There is a small problem as you may be able to discern from the headers on
the mail you receive.

The problem:

If a user creates a ticket, as I have here, then attempts to reply to that
ticket (as a queue manipulator) no reply is actually sent. The reason seems
to be that there is no To: header in the packet sent to sendmail.

As well, I find it quite odd that in my /var/log/maillog I get the
interesting error:

Aug 4 15:04:19 myhost sendmail[1580]: gethostbyaddr(172.16.78.1) failed: 1

when I am not attempting to send a CC or a BCC.

If this is a known problem, I’d appreciate a patch. Any light that anyone
can shed on the wierd sendmail error would be great as well.

Thanks,

Tony Plastino
anthonyp@esociety.com

anthonyp@esociety.com wrote (Fri, Aug 4 2000 15:28:55):

Quite odd, quite odd. I got the BCC copy this time. Now, will this
generate
another reponse through the system? Or simply record it… Dunno

Tony

This time, I’ve hit the little “envelope” or “reply” icon on the last
transaction. I’m CCing odo again and BCCing anthonyp - will this go
through?

Hmm,

anthonyp wrote (Fri, Aug 4 2000 15:20:10):

This is bizzarre!! I didn’t get anything sent to me.

I’m wondering if this is because I am the one that generated the
ticket??

Not sure, so I’m CCing odo@tarp3.com (me at my home network)

Tony

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(Tony) A. R. Plastino III
206 357 3069 - land line
425 922 8312 - cell
anthonyp at eSociety.com

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#2

And so i says to him|her…
Greetings rt-devel,

We are using this very cool system called Request Tracker from fsck.com.

There is a small problem as you may be able to discern from the headers on
the mail you receive.

The problem:

If a user creates a ticket, as I have here, then attempts to reply to that
ticket (as a queue manipulator) no reply is actually sent. The reason seems
to be that there is no To: header in the packet sent to sendmail.

As well, I find it quite odd that in my /var/log/maillog I get the
interesting error:

Aug 4 15:04:19 myhost sendmail[1580]: gethostbyaddr(172.16.78.1) failed: 1

That is a sendmail problem. It can’t to a reverse lookup on that
address, certainly not a problem with RT.

You need to put in a PTR mapping in your DNS for that address,
failing that you can create your own local mapping in /etc/hosts.

_Michael.

Michael Jastremski Chief Pickle
Keeper of Systems. Megaglobal Corp
Liquidation.com http://megaglobal.com
http://liquidation.com http://westphila.net/mike


#3

Hi Mike,

You don’t understand what the problem I wrote about is…

There is no To: header in responses that are to be sent back to the
originator of the email if the person handling the request is the same
person.

Something in the RT system is failing, generating some sort of error
(numeric or something) which is then being fed to a system call like ntoa()
which is making interpretations of its own, which then get sent to sendmail.
I haven’t had time to look REAL hard at the source code for this but
included the bit about the sendmail error in hopes that someone close to
the code would get an idea about where to look…

I’ve done an exhaustive search on my system for the string 172.16.87.1 and
cannot find it anywhere. Not in my configurations, not in the binary code
of sendmail or libraries or anything else.

Nor do I have any systems in house that use that particular address.

The problem is most definitely NOT sendmail, it is simply attempting to do
its job with what it is being passed in from the RT system.

Thanks for your thoughts though,

Regards,

Tony Plastino

: -----Original Message-----
: From: Michael via RT [mailto:helpdesk@esociety.com]
: Sent: Monday, August 07, 2000 9:01 AM
: To: anthonyp@esociety.com
: Subject: [esociety.com #20] (helpdesk) Testing… Looking for odd
: behaviour
:
:
: >> And so i says to him|her…
: > Greetings rt-devel,
: >
: > We are using this very cool system called Request Tracker
: from fsck.com.
: >
: > There is a small problem as you may be able to discern from
: the headers on
: > the mail you receive.
: >
: > The problem:
: >
: > If a user creates a ticket, as I have here, then attempts
: to reply to that
: > ticket (as a queue manipulator) no reply is actually sent.
: The reason seems
: > to be that there is no To: header in the packet sent to sendmail.
: >
: > As well, I find it quite odd that in my /var/log/maillog I get the
: > interesting error:
: >
: > Aug 4 15:04:19 myhost sendmail[1580]:
: gethostbyaddr(172.16.78.1) failed: 1
:
: That is a sendmail problem. It can’t to a reverse lookup on that
: address, certainly not a problem with RT.
:
: You need to put in a PTR mapping in your DNS for that address,
: failing that you can create your own local mapping in /etc/hosts.
:
:
:
: _Michael.
:
:
: –
: Michael Jastremski Chief Pickle
: Keeper of Systems. Megaglobal Corp
: Liquidation.com http://megaglobal.com
: http://liquidation.com
http://westphila.net/mike

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To: “A. R. Plastino III via RT” helpdesk@esociety.com
Cc: rt-devel@lists.fsck.com
Subject: Re: [rt-devel] [esociety.com #20] (helpdesk) Testing… Looking for
odd behaviour
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