We’ve just started having multiple, identical, tickets generated by
some mail messages sent to RT. I suspect this is not a problem with
RT, but I just wanted to ask - has anyone encountered this problem before?
Thanks,
Steve
Stephen Turner wrote:
We’ve just started having multiple, identical, tickets generated by some
mail messages sent to RT. I suspect this is not a problem with RT, but I
just wanted to ask - has anyone encountered this problem before?
Yes. I’ve found this to happen when the message in question causes RT to
spend an insane amount of time processing it. So, the mailgate times
out, but RT finishes processing the message…and then the mailgate
submits it again. “mailq” on your mail server and see if the message is
still queued for submission. The quick-and-easy fix is to change the
–timeout on your mail aliases
signature.asc (191 Bytes)
At Thursday 5/18/2006 10:31 AM, Jesse Vincent wrote:
Stephen Turner wrote:
We’ve just started having multiple, identical, tickets generated by some
mail messages sent to RT. I suspect this is not a problem with RT, but I
just wanted to ask - has anyone encountered this problem before?Yes. I’ve found this to happen when the message in question causes RT to
spend an insane amount of time processing it. So, the mailgate times
out, but RT finishes processing the message…and then the mailgate
submits it again. “mailq” on your mail server and see if the message is
still queued for submission. The quick-and-easy fix is to change the
–timeout on your mail aliases
Excellent - thanks for the quick response.
Steve
Stephen Turner wrote:
We’ve just started having multiple, identical, tickets
generated by some
mail messages sent to RT. I suspect this is not a problem
with RT, but I
just wanted to ask - has anyone encountered this problem before?Yes. I’ve found this to happen when the message in question
causes RT to
spend an insane amount of time processing it. So, the mailgate times
out, but RT finishes processing the message…and then the mailgate
submits it again. “mailq” on your mail server and see if the
message is
still queued for submission. The quick-and-easy fix is to change the
–timeout on your mail aliases
And I’ve noticed that this happens for “large” attachments - in some
cases at only 2MB, but definitely around the 5 or 10MB range. BTW, this
is only for an Oracle backend - I have the exact same configuration with
a MySQL backend, and there isn’t a problem. Never did figure out what
the problem was with Oracle, just turned on the attachment size
limitation in RT’s site config, and made it 1MB. Never did figure out
what was wrong with Oracle to cause this, so if this is your RDBMS, and
you figure it out, I’d love to know 
On the plus side, it caused me
to write some smarter attachment handling code for both the web UI and
the email interface.
Eric Schultz
United Online
At Thursday 5/18/2006 11:08 AM, Schultz, Eric wrote:
And I’ve noticed that this happens for “large” attachments - in some
cases at only 2MB, but definitely around the 5 or 10MB range. BTW, this
is only for an Oracle backend - I have the exact same configuration with
a MySQL backend, and there isn’t a problem. Never did figure out what
the problem was with Oracle, just turned on the attachment size
limitation in RT’s site config, and made it 1MB. Never did figure out
what was wrong with Oracle to cause this, so if this is your RDBMS, and
you figure it out, I’d love to know
to write some smarter attachment handling code for both the web UI and
the email interface.Eric Schultz
United Online
We are also using Oracle (9.2.0) and I believe the problem is caused
by large attachments. I don’t have any ideas about why Oracle would
be slow to handle these attachments.
I’d be interested to hear about what you did in the code to handle
attachments better.
Thanks,
Steve
At Thursday 5/18/2006 11:08 AM, Schultz, Eric wrote:
And I’ve noticed that this happens for “large” attachments - in some
cases at only 2MB, but definitely around the 5 or 10MB
range. BTW, this
is only for an Oracle backend - I have the exact same
configuration with
a MySQL backend, and there isn’t a problem. Never did
figure out what
the problem was with Oracle, just turned on the attachment size
limitation in RT’s site config, and made it 1MB. Never did
figure out
what was wrong with Oracle to cause this, so if this is your
RDBMS, and
you figure it out, I’d love to know
it caused me
to write some smarter attachment handling code for both the
web UI and
the email interface.Eric Schultz
United OnlineWe are also using Oracle (9.2.0) and I believe the problem is caused
by large attachments. I don’t have any ideas about why Oracle would
be slow to handle these attachments.I’d be interested to hear about what you did in the code to handle
attachments better.Thanks,
Steve
Ideally, I’d put this and other code I’ve written on the wiki. But I
don’t have an account. When I tried to create a new page as
AnonymousGnome, I found that there was a content-length limitation, so I
couldn’t post everything I did for my change. People have been asking
for other modifications I have made as well, such as my bulk edit for
custom fields code, or the bugfixes for the mandatory custom field code
that I backported from 3.5.x to 3.4.x. Etc.
Eric Schultz
United Online
still queued for submission. The quick-and-easy fix is to change the
–timeout on your mail aliases
Also, be sure that the fcgi timeout (if you’re using fcgi) is greater
than the timeout you give to RT. I use 305 seconds for fcgi, and 300
seconds for rt, and also 300 seconds for postfix to run a command.
When fcgi would timeout (because I had a shorter timeout) I would get
duplicated messages on large attachments… I’ve also limited
attachment size since then too
smime.p7s (2.47 KB)
Eric Schultz
United Online
Heh… i’m reading and responding to my email (offline) on a United
flight from frankfurt to washington… when do we get satellite
hookups to the net? Then I could check my RT status too…
smime.p7s (2.47 KB)
United Online, not United Airlines 
Eric Schultz
United Online
duh. and i even know that untd.com is juno, bluelight, etc. sorry.
that’s what happens at 2am (or was it 8pm) when you’re messing up
timezones.On May 23, 2006, at 11:02 AM, Schultz, Eric wrote:
United Online, not United Airlines
Eric Schultz
United Online-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Vivek Khera
Sent: Monday, May 22, 2006 2:08 PM
To: RT-Users list
Subject: Re: [rt-users] Multiple tickets per incoming emailOn May 18, 2006, at 11:37 AM, Schultz, Eric wrote:
Eric Schultz
United OnlineHeh… i’m reading and responding to my email (offline) on a United
flight from frankfurt to washington… when do we get satellite
hookups to the net? Then I could check my RT status too…
smime.p7s (2.47 KB)