Repeating email request

Greetings,
I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem… I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED!

Thanks,
Rueben

Look in the mail headers of the message-it is possible that the user
account has an autoresponder that is replying to RT, re-opening the
ticket each time you send mail that you have closed the ticket.

In my procmail configuration I have:

*!^From:.*remedy
*!^X-Loop: autoreply
*!^X-RT-Loop-Prevention: SLAC-TIS
*!^Subject: Out of Office AutoReply:

Which prevents common looping mails from going to RT, if you aren’t using
procmail, I’m not sure how to remove these things, but you want to do
something similar…if that’s the cause of your problem. Of course, it
might be something totally different, that’s just the first thing I
thought of.

Good luck,
Travis

Travis C. Brooks
SPIRES Scientific Databases Manager
Stanford Linear Accelerator Center
http://www.slac.stanford.edu/spiresOn Wed, 26 Jul 2006, Rueben wrote:

Greetings,
I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem… I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED!

Thanks,
Rueben


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Rueben -
It’s unclear from your post where exactly the email is
repeating. Is it a new email each time, generated by RT, with different
headers but identical information?

    If so, does it show up in the history display of the ticket

(“outgoing email recorded”)?

    Is anything recorded for this ticket in the RT logfile?

("$LogDir/$LogToFileNamed" where those values are interpolated by
RT_SiteConfig.pm)On Wed, 2006-07-26 at 10:01 +1000, Rueben wrote:

Greetings,
I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months. 2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket. I have has to stop the mta to keep it from sending the email I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem… I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem. ANY HELP WOULD BE DEEPLY APRECIATED!

Thanks,
Rueben


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Ole Craig wrote:

Rueben -
        It's unclear from your post where exactly the email is
repeating. Is it a new email each time, generated by RT, with different
headers but identical information? 
  
It is exactly like you said the it increments the ticket number but the information is identical.
        If so, does it show up in the history display of the ticket
("outgoing email recorded")?  
  
Yes it show history of "outgoing email recorded"
        Is anything recorded for this ticket in the RT logfile?
("$LogDir/$LogToFileNamed" where those values are interpolated by
RT_SiteConfig.pm)
  
There is no reference to LogDir in the RT_SiteConfig.pm file
On Wed, 2006-07-26 at 10:01 +1000, Rueben wrote:
  
Greetings,
I am using version 3.4.2 of Request Tracker and the system has been running fine for that last 6 months.  2 days ago one of our end-users sent an email request to our helpdesk and it keeps repeating even after we resolved the ticket.  I have has to stop the mta to keep it from sending the email  I have looked through the archives and and have not found any reference to this problem except 1 and it stated to resolve the ticket and it fixed their problem.. I really would like to open my hepdesk back up but I do not have any idea where to start to troubleshoot this problem.  ANY HELP WOULD BE DEEPLY APRECIATED!

Thanks,
Rueben

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Rueben,

If the RT ticket number is different each time it repeats, then we just 

had the same problem this morning. Our mailgate and mailserver, et al
were fine. Our problem had to do with the way a person responds to the
E_mail. We instruct our users to be sure that the RT ticket number is
referenced in the subject line so replies to an RT E_mail has a
reference to the existing ticket and won’t try to create a new one. We
also tell them that if they are gonna respond “reply all” with RT in the
"CC" or “To” fields, that RT will create another ticket. We are also
thinking that if a person responding DID have the RT Ticket number in
the E_mail subject line, but did not have the “ReplyToTicket” authority
for the Queue where the referenced ticket, that RT will also create
another ticket. The last reason is still up in the air for us. Anyone?

Kenn
LBNL

Rueben wrote:

Greetings,
I am using version 3.4.2 of Request Tracker and the system
has been running fine for that last 6 months. 2 days ago one
of our end-users sent an email request to our helpdesk and it
keeps repeating even after we resolved the ticket. I have
has to stop the mta to keep it from sending the email I have
looked through the archives and and have not found any
reference to this problem except 1 and it stated to resolve
the ticket and it fixed their problem… I really would like
to open my hepdesk back up but I do not have any idea where
to start to troubleshoot this problem. ANY HELP WOULD BE
DEEPLY APRECIATED!

Thanks,
Rueben

Are you by chance using Oracle as your backend?

Eric Schultz
United Online

Patrick,

That parameter has not changed at our site since, forever, and our 

e_mail requests/responses have always been fine except in the situations
I mentioned.

Kenn
LBNL

Patrick Morris wrote:> On Wed, 26 Jul 2006, Kenneth Crocker wrote:

Rueben,

If the RT ticket number is different each time it repeats, then we
just had the same problem this morning. Our mailgate and mailserver, et al
were fine. Our problem had to do with the way a person responds to the
E_mail. We instruct our users to be sure that the RT ticket number is
referenced in the subject line so replies to an RT E_mail has a
reference to the existing ticket and won’t try to create a new one. We
also tell them that if they are gonna respond “reply all” with RT in the
"CC" or “To” fields, that RT will create another ticket. We are also
thinking that if a person responding DID have the RT Ticket number in
the E_mail subject line, but did not have the “ReplyToTicket” authority
for the Queue where the referenced ticket, that RT will also create
another ticket. The last reason is still up in the air for us. Anyone?

Kenn
LBNL

Rueben wrote:

Greetings,
I am using version 3.4.2 of Request Tracker and the system has been
running fine for that last 6 months. 2 days ago one of our end-users sent
an email request to our helpdesk and it keeps repeating even after we
resolved the ticket. I have has to stop the mta to keep it from sending
the email I have looked through the archives and and have not found any
reference to this problem except 1 and it stated to resolve the ticket and
it fixed their problem… I really would like to open my hepdesk back up
but I do not have any idea where to start to troubleshoot this problem.

When I’ve seen this sort of thing (which, granted, hasn’t been often),
it’s been because of a misconfiguration of the RTAddressRegexp
parameter.

If someone send a message to RT at an address that doesn’t match that
regex, it’ll cause RT to send a CC to that same address with the ticket,
which can end up opening a new ticket, which will make RT send a CC to
it, etc.

What’s that set to, and is it correct?

Eric,

What does Oracle have to do with it? We use Oracle.

Kenn
LBNL

Schultz, Eric wrote:

We have the exact same problem, with an Oracle backend. With the exact
same RT instance pointing at a MySQL database, however, there is no
problem.

The cause is large attachments. Something between Perl (with
DBD::Oracle) and the Oracle database itself, it seems. We have a hard
limit at 1MB for attachments set up, and I wrote supporting code to
check for this constraint in emails as well as through the web
interface, whether it’s one file or several smaller ones that total
greater than the limit.

Any way, the problem we saw was that once you start getting up to around
1.5 or 2MB, the MTA would time-out. So then the email would get stuck
back in the queue. Eventually, in the backend, the insert would finish,
and you’d see the ticket, but later, the MTA would retry the send. You
may also notice that the time between duplicate tickets is extended
further and further every time.

To show if this is your problem, try creating a ticket through the web
interface with something like a 5MB attachment. If this is your
problem, it will take several minutes to complete the transaction.

Eric Schultz
United Online

Kenneth,
I do not have the ParseNewMessageForTicketCcs set to true so the
RTAddressRegexp is not even being used. Will setting this prevent this
from happening? If so is the format for the RTAddressRegexp
’^rt@mydomain.com,au$’ ? Can this key have multiple values?

Thanks,
Rueben
Kenneth Crocker wrote:

Rueben,

I don't know. never messed with it. I see all this stuff in the list so 

I don’t mess with it if I can help it, especially the mail part of it.

Kenn

Rueben Gooch wrote: