RT 3.0.2(pre6) error on complex multipart message

Hello,

We got a ticket today which cannot be displayed in the web ui (see error
below). This is probably because it is a pile of nested mime parts. Trying to
access the ticket leads to an internal server error, and RT is unusable
afterwards unless apache is restarted.

I can bounce the original message to the list or directly to others if someone
likes to take a look.

System used:
Apache 1.3.27/mod_fastcgi2.4.0/perl5.8.0/rt-3.0.2pre6

apache’s error log:

Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 3.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 3.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 4.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 4.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 9.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 9.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 11.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 11.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 12.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 12.
[Tue May 13 12:09:41 2003] [error] [client 170.200.66.1] FastCGI: comm with server “/opt/rt3/bin/mason_handler.fcgi” aborted: idle timeout (30 sec)

rt’s log (set to debug) does not seem to contain any related information.

Regards,
Harald

So. that looks like a timeout error. Please, send me a copy of that
message personally and I can try to dig out what’s going on.

-jOn Tue, May 13, 2003 at 12:17:37PM +0200, Harald Wagener wrote:

Hello,

We got a ticket today which cannot be displayed in the web ui (see error
below). This is probably because it is a pile of nested mime parts. Trying to
access the ticket leads to an internal server error, and RT is unusable
afterwards unless apache is restarted.

I can bounce the original message to the list or directly to others if someone
likes to take a look.

System used:
Apache 1.3.27/mod_fastcgi2.4.0/perl5.8.0/rt-3.0.2pre6

apache’s error log:

Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 3.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 3.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 4.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 4.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 9.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 9.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 11.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 11.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 38, line 12.
Use of uninitialized value in concatenation (.) or string at /var/www/cgi-bin/service.pl line 52, line 12.
[Tue May 13 12:09:41 2003] [error] [client 170.200.66.1] FastCGI: comm with server “/opt/rt3/bin/mason_handler.fcgi” aborted: idle timeout (30 sec)

rt’s log (set to debug) does not seem to contain any related information.

Regards,
Harald


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http://www.bestpractical.com/rt – Trouble Ticketing. Free.

Hello,

We got a ticket today which cannot be displayed in the web ui (see error
below). This is probably because it is a pile of nested mime parts. Trying to
access the ticket leads to an internal server error, and RT is unusable
afterwards unless apache is restarted.

A bit more prodding showa that it suffices to kill the offending perl process.
I did the following:

  • on the search results page: click the offending ticket’s ID -> perl process running amok
  • kill perl process, reload search page fine
  • on the search results page: click the offending ticket’s Subject -> can access ticket

Ticket is now resolved and won’t show up in searches again soon…

So. that looks like a timeout error. Please, send me a copy of that
message personally and I can try to dig out what’s going on.

Let’s just add that this is a mail server error message forwarded by a netscape
4.7 user pertaining to a reply that includes the original message as an
attachment (all in all, mutt lists 11 mime-parts). Did I mention it’s all in german?

Regards,
Harald

So. that looks like a timeout error. Please, send me a copy of that
message personally and I can try to dig out what’s going on.

Let’s just add that this is a mail server error message forwarded by a netscape
4.7 user pertaining to a reply that includes the original message as an
attachment (all in all, mutt lists 11 mime-parts). Did I mention it’s all in german?

This sounds like a delightfully pathalogical test case. now to add it to
the test suite :wink:

Regards,
Harald

-j

http://www.bestpractical.com/rt – Trouble Ticketing. Free.

This sounds like a delightfully pathalogical test case. now to add it to
the test suite :wink:

Yes, and it confuses our database (MySQL 4.0.12, innodb type tables).
Since we’ve got that particular ticket, rt puts the content of old
tickets into messages sent out to us in addition to the correct one at
times. The tickets displayed in the front end are unchanged.

Is there an equivalent to myisam_check for innodb tables?

And, since we had this ticket in our system, we had two different other
tickets be snet over to RT from sendmail because RT continued to accept
them and return with an EX_TEMPFAIL.

All these strange errors came up after we got the delightfully
pathological ticket, so I suspect they are connected. is there a
checklist of what could be the cause of this?

Regards,
Harald

All these strange errors came up after we got the delightfully
pathological ticket, so I suspect they are connected. is there a
checklist of what could be the cause of this?

No, but I’m home again tomorrow night, so I’ll finally be at my desk
and hopefully able to dig through it and a couple issues on friday.

Regards,
Harald

http://www.bestpractical.com/rt – Trouble Ticketing. Free.