Received a complaint from a ticket submitter that they hadn’t received any email notification when correspondence had been added to the ticket. In examining the ticket, it did record two failed attempts at message delivery as indicated below:
Upon examining the maillogs it appears there was an issue with interpreting the 2 attachments within the ticket. The maximum allowable attachment size is set to 30MB, and the larger of the 2 attachments is well below that limit at 27MB. The attachments were able to be added, but apparently something about them prevented the system from sending out a correspondence notification. This is what the logs indicated:
Nov 17 08:33:42 rt postfix/postdrop[21657]: warning: uid=48: File too large
Nov 17 08:33:42 rt postfix/sendmail[21656]: fatal: apache(48): message file too big
Nov 17 08:33:49 rt postfix/postdrop[21659]: warning: uid=48: File too large
Nov 17 08:33:49 rt postfix/sendmail[21658]: fatal: apache(48): message file too big