Recording Replies in Tickets

Timothy_Kolosky · October 13, 2008, 2:14pm

After extensive research, I have been unable to find any good answer to the following issue:

Our RT system will not track replies. Once a ticket is created, and we reply to it, if a user sends a reply back, RT simply marks the email as read, and basically ignores it. I tested it with a Yahoo! and Hotmail, and upon receipt of each of my replies, RT did not track the email in the ticket. It did send emails back to each account, from unknown sender, that said the reply was unable to be recorded. Hotmail marked the response as dangerous, and Yahoo said permission was denied.

What are we doing wrong that replies to tickets are not being recorded? RT acknowledges the fact that a ticket exists, since it does not create a new ticket, but does not record the email anywhere. It does not seem to pose an issue for anyone, as far as I have been able to find. I have not found anything in the Wiki, or even just on Google. Maybe I am using the wrong search terms, but I have exhausted the options I can think of.

Any help would be greatly appreciated! Thank you!

~Tim
Want to do more with Windows Live? Learn “10 hidden secrets” from Jamie.
http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008

Kenn_Crocker · October 13, 2008, 4:59pm

Timothy,

The problem is NOT that RT isn't tracking replies. The problem is that

RT is NOT “accepting” them. Your problem is either a permission problem
or a configuration problem, not a problem with RT tracking emails. If RT
accepts the email, it WILL put it into the history of the correct
ticket. I can’t provide anymore help than that as I have no idea how you
have set up your privileges (globally OR by Queue) nor whether you have
seperate email addresses for each queue or what.

Kenn
LBNLOn 10/13/2008 7:14 AM, Timothy Kolosky wrote:

After extensive research, I have been unable to find any good answer to
the following issue:

Our RT system will not track replies. Once a ticket is created, and we
reply to it, if a user sends a reply back, RT simply marks the email as
read, and basically ignores it. I tested it with a Yahoo! and Hotmail,
and upon receipt of each of my replies, RT did not track the email in
the ticket. It did send emails back to each account, from unknown
sender, that said the reply was unable to be recorded. Hotmail marked
the response as dangerous, and Yahoo said permission was denied.

What are we doing wrong that replies to tickets are not being recorded?
RT acknowledges the fact that a ticket exists, since it does not create
a new ticket, but does not record the email anywhere. It does not seem
to pose an issue for anyone, as far as I have been able to find. I have
not found anything in the Wiki, or even just on Google. Maybe I am using
the wrong search terms, but I have exhausted the options I can think of.

Any help would be greatly appreciated! Thank you!

~Tim

Want to do more with Windows Live? Learn ï¿½10 hidden secretsï¿½ from Jamie.
Learn Now
http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Golemon_Buck · October 14, 2008, 1:37am

The installation works just find with a pristine database, but when I
copy over my old database and follow the instructions at
UPGRADING.mysql, I get this error: (see attached). This went on for two
million lines before I stopped the server. It finally gets into a
three-line loop like this:

I got some errors from schema.mysql-4.0-4.1.pl like this:

perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass >

sql.queries
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.

I had to replace all the occurrences (three total) of ‘BLOB CHARACTER
SET utf8’ with just ‘BLOB’, since BLOB doesn’t have a character set, and
this is a syntax error in mysql.

I also dropped and recreated the sessions table because it was
corrupted. I did it like this:
drop table sessions;
CREATE TABLE sessions (
id varchar(32) NOT NULL default ‘’,
a_session longblob NOT NULL,
LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update
CURRENT_TIMESTAMP,
PRIMARY KEY (id)
) ENGINE=MyISAM DEFAULT CHARSET=latin1

Thanks in advance,
–Buck

rt_error.log (39.8 KB)

Golemon_Buck · October 14, 2008, 11:25pm

Did I ask the question the wrong way?
At this point, any ideas are appreciated.

Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1?

–Buck-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Golemon,
Buck
Sent: Monday, October 13, 2008 6:38 PM
To: RT Users List
Cc: Descamps, Gilles-Eric; Lee, Mark (SV)
Subject: [rt-users] RT Upgrade 3.2.2 → 3.8.1: HTML::Mason goes
intoinfinite loop.

The installation works just find with a pristine database, but when I
copy over my old database and follow the instructions at
UPGRADING.mysql, I get this error: (see attached). This went on for two
million lines before I stopped the server. It finally gets into a
three-line loop like this: (again, see attached).

I got some errors from schema.mysql-4.0-4.1.pl like this:

perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass >

sql.queries
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.

I had to replace all the occurrences (three total) of ‘BLOB CHARACTER
SET utf8’ with just ‘BLOB’, since BLOB doesn’t have a character set, and
this is a syntax error in mysql.

I also dropped and recreated the sessions table because it was
corrupted. I did it like this:
drop table sessions;
CREATE TABLE sessions (
id varchar(32) NOT NULL default ‘’,
a_session longblob NOT NULL,
LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update
CURRENT_TIMESTAMP,
PRIMARY KEY (id)
) ENGINE=MyISAM DEFAULT CHARSET=latin1

Thanks in advance,
–Buck

Golemon_Buck · October 17, 2008, 9:47pm

t_t

–Buck-----Original Message-----
From: Golemon, Buck
Sent: Tuesday, October 14, 2008 4:25 PM
To: Golemon, Buck; RT Users List
Cc: Descamps, Gilles-Eric; Lee, Mark (SV)
Subject: RE: [rt-users] RT Upgrade 3.2.2 → 3.8.1: HTML::Mason goes
intoinfinite loop.

Did I ask the question the wrong way?
At this point, any ideas are appreciated.

Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1?

–Buck

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Golemon,
Buck
Sent: Monday, October 13, 2008 6:38 PM
To: RT Users List
Cc: Descamps, Gilles-Eric; Lee, Mark (SV)
Subject: [rt-users] RT Upgrade 3.2.2 → 3.8.1: HTML::Mason goes
intoinfinite loop.

The installation works just find with a pristine database, but when I
copy over my old database and follow the instructions at
UPGRADING.mysql, I get this error: (see attached). This went on for two
million lines before I stopped the server. It finally gets into a
three-line loop like this: (again, see attached).

I got some errors from schema.mysql-4.0-4.1.pl like this:

perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass >

sql.queries
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.

I had to replace all the occurrences (three total) of ‘BLOB CHARACTER
SET utf8’ with just ‘BLOB’, since BLOB doesn’t have a character set, and
this is a syntax error in mysql.

I also dropped and recreated the sessions table because it was
corrupted. I did it like this:
drop table sessions;
CREATE TABLE sessions (
id varchar(32) NOT NULL default ‘’,
a_session longblob NOT NULL,
LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update
CURRENT_TIMESTAMP,
PRIMARY KEY (id)
) ENGINE=MyISAM DEFAULT CHARSET=latin1

Thanks in advance,
–Buck

Ruslan_Zakirov1 · October 22, 2008, 4:41am

The log says that mysql closed connection without any reason. Such
errors happen when mysql has a bug, mysql client libraries has a bug
or DBD::mysql perl module or DBI perl module. Provide versions of
these libraries.

You should start from DBD::mysql and DBI. Install newer DBI which is
tested much. Play with different versions of DBD::mysql close to the
latest. Always run tests before installing these modules and report
errors using http://rt.cpan.org.On Wed, Oct 15, 2008 at 3:25 AM, Golemon, Buck Buck.Golemon@amd.com wrote:

Did I ask the question the wrong way?
At this point, any ideas are appreciated.

Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1?

–Buck

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Golemon,
Buck
Sent: Monday, October 13, 2008 6:38 PM
To: RT Users List
Cc: Descamps, Gilles-Eric; Lee, Mark (SV)
Subject: [rt-users] RT Upgrade 3.2.2 → 3.8.1: HTML::Mason goes
intoinfinite loop.

The installation works just find with a pristine database, but when I
copy over my old database and follow the instructions at
UPGRADING.mysql, I get this error: (see attached). This went on for two
million lines before I stopped the server. It finally gets into a
three-line loop like this: (again, see attached).

I got some errors from schema.mysql-4.0-4.1.pl like this:

perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass >

sql.queries
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.

I had to replace all the occurrences (three total) of ‘BLOB CHARACTER
SET utf8’ with just ‘BLOB’, since BLOB doesn’t have a character set, and
this is a syntax error in mysql.

I also dropped and recreated the sessions table because it was
corrupted. I did it like this:
drop table sessions;
CREATE TABLE sessions (
id varchar(32) NOT NULL default ‘’,
a_session longblob NOT NULL,
LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update
CURRENT_TIMESTAMP,
PRIMARY KEY (id)
) ENGINE=MyISAM DEFAULT CHARSET=latin1

Thanks in advance,
–Buck

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

Golemon_Buck · October 22, 2008, 6:29pm

Good call. Upgrading mysql from 4 to 5 fixed all the below issues.

–Buck

Behalf Of Ruslan ZakirovSent: Tuesday, October 21, 2008 9:42 PM
To: Golemon, Buck
Cc: RT Users List; Descamps, Gilles-Eric; Lee, Mark (SV)
Subject: Re: [rt-users] RT Upgrade 3.2.2 → 3.8.1: HTML::Mason goes
intoinfinite loop.

The log says that mysql closed connection without any reason. Such
errors happen when mysql has a bug, mysql client libraries has a bug
or DBD::mysql perl module or DBI perl module. Provide versions of
these libraries.

You should start from DBD::mysql and DBI. Install newer DBI which is
tested much. Play with different versions of DBD::mysql close to the
latest. Always run tests before installing these modules and report
errors using http://rt.cpan.org.

Did I ask the question the wrong way?
At this point, any ideas are appreciated.

Has anyone successfully upgraded their database from <=3.2.2 to 3.8.1?

–Buck

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Golemon,
Buck
Sent: Monday, October 13, 2008 6:38 PM
To: RT Users List
Cc: Descamps, Gilles-Eric; Lee, Mark (SV)
Subject: [rt-users] RT Upgrade 3.2.2 → 3.8.1: HTML::Mason goes
intoinfinite loop.

The installation works just find with a pristine database, but when I
copy over my old database and follow the instructions at
UPGRADING.mysql, I get this error: (see attached). This went on for
two
million lines before I stopped the server. It finally gets into a
three-line loop like this: (again, see attached).

I got some errors from schema.mysql-4.0-4.1.pl like this:

perl etc/upgrade/schema.mysql-4.0-4.1.pl rt3 rt_user rt_pass >

sql.queries
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.
Use of uninitialized value in numeric gt (>) at
etc/upgrade/schema.mysql-4.0-4.1.pl line 310.

I had to replace all the occurrences (three total) of ‘BLOB CHARACTER
SET utf8’ with just ‘BLOB’, since BLOB doesn’t have a character set,
and
this is a syntax error in mysql.

I also dropped and recreated the sessions table because it was
corrupted. I did it like this:
drop table sessions;
CREATE TABLE sessions (
id varchar(32) NOT NULL default ‘’,
a_session longblob NOT NULL,
LastUpdated timestamp NOT NULL default CURRENT_TIMESTAMP on update
CURRENT_TIMESTAMP,
PRIMARY KEY (id)
) ENGINE=MyISAM DEFAULT CHARSET=latin1

Thanks in advance,
–Buck

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.