RT 4.0.5 Inconsistently sending mail

RT Users
1

Good Day,

I am running RT 4.0.5 on Debian 6 (installed from source) with a Postgres
DB backend. Ever since completing the upgrade approximately two weeks ago
we have been seeing the following error intermittently in the UI on
tickets. When we did the upgrade we installed a fresh installation of RT on
a new server and also took the opportunity to migrate from MySQL to
Postgres.

Wed Mar 07 09:08:16 2012The RT System itself - System error
http://rt.fccv-itsup01.fccoc.local/Ticket/Attachment/92696/56957/
Sending the previous mail has failed. Please contact your admin, they can
find more details in the logs.

When I look into the logs I see the following actions for the ticket
transaction (reply, comment)

Mar 7 09:08:16 fccv-itsup01 RT:
rt-4.0.5-28242-1331129296-491.4222-5-0@rt.fccv-itsup01.fccoc.local
#4222/92694 - Scrip 5 On Correspond Notify AdminCcs
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 09:08:16 fccv-itsup01 RT:
rt-4.0.5-28242-1331129296-361.4222-7-0@rt.fccv-itsup01.fccoc.local
#4222/92694 - Scrip 7 On Correspond Notify Other Recipients
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 09:08:16 fccv-itsup01 RT:
rt-4.0.5-28242-1331129296-361.4222-7-0@rt.fccv-itsup01.fccoc.local No
recipients found. Not sending.
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:352)

Mar 7 09:08:16 fccv-itsup01 RT:
rt-4.0.5-28242-1331129296-1695.4222-6-0@rt.fccv-itsup01.fccoc.local
#4222/92694 - Scrip 6 On Correspond Notify Requestors and Ccs
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 09:08:16 fccv-itsup01 RT:
CurrentUserSelectQueue—22—CreateTicket—0ticketsSelectQueue—22—CreateTicket—1create_in_types_session_idActionsmy_rt_portletsCurrentSearchHashNextPagei
at
/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged
line 11.
(/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11)

The common trend for the tickets that generate these messages is that they
are external users to our organization that are being auto created on
ticket submission. I have verified that the users have valid email address
populated in RT. When this occurs it stops the user correspondence
(auto-reply, reply to ticket, etc) and the Admin CC from being sent.

I should also add that the Scrips being executed in the examples above are
stock script that shipped with RT with no modifications.

Any help on where to look to get further information would be appreciated.

Thanks,
Dustin

2

When I look into the logs I see the following actions for the ticket
transaction (reply, comment)

All of the log lines you provided are normal info log lines. You will
need to find the actual error message, which should appear in the logs.

Please also send your RT_SiteConfig.pm (with passwords censored) and
details on your outgoing mail configuration.

Thomas

3

When I look into the logs I see the following actions for the ticket
transaction (reply, comment)

All of the log lines you provided are normal info log lines. You will
need to find the actual error message, which should appear in the logs.

Please also send your RT_SiteConfig.pm (with passwords censored) and
details on your outgoing mail configuration.

Thomas,

I have attached a sanitized copy of my RT_SiteConfig.pm as a text file.
Outgoing mail is routed to a SMTP smart host which is our Exchange server.

I found the error and have included it below.

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-1857.4222-3-0@rt.fccv-itsup01.fccoc.local
#4222/92655 - Scrip 3 On Create Autoreply To Requestors
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-1857.4222-3-0@rt.fccv-itsup01.fccoc.local:
Could not send mail with command /usr/sbin/sendmail -oi -t -f techsupport@flaglerclerk.com: couldn’t execute program: Cannot allocate
memory at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line
447.#012#012Stack:#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:447]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:308]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:128]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:232]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:475]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:198]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:201]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1459]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:676]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1514]#012
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-203.4222-4-0@rt.fccv-itsup01.fccoc.local
#4222/92655 - Scrip 4 On Create Notify AdminCcs
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-203.4222-4-0@rt.fccv-itsup01.fccoc.local: Could
not send mail with command /usr/sbin/sendmail -oi -t -f techsupport@flaglerclerk.com: couldn’t execute program: Cannot allocate
memory at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line
447.#012#012Stack:#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:447]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:308]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:128]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:232]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:475]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:198]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:201]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1459]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:676]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1514]#012
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)

Let me know if further information is needed.
-Dustin

RT_SiteConfig.txt (3.36 KB)

4

When I look into the logs I see the following actions for the ticket
transaction (reply, comment)

All of the log lines you provided are normal info log lines. You will
need to find the actual error message, which should appear in the logs.

Please also send your RT_SiteConfig.pm (with passwords censored) and
details on your outgoing mail configuration.

Thomas,

I have attached a sanitized copy of my RT_SiteConfig.pm as a text file.
Outgoing mail is routed to a SMTP smart host which is our Exchange server.

I found the error and have included it below.

RT couldn’t start sendmail program as server is out of memory.

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-1857.4222-3-0@rt.fccv-itsup01.fccoc.local
#4222/92655 - Scrip 3 On Create Autoreply To Requestors
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-1857.4222-3-0@rt.fccv-itsup01.fccoc.local: Could
not send mail with command /usr/sbin/sendmail -oi -t -f techsupport@flaglerclerk.com: couldn’t execute program: Cannot allocate
memory at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line
447.#012#012Stack:#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:447]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:308]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:128]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:232]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:475]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:198]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:201]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1459]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:676]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1514]#012
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-203.4222-4-0@rt.fccv-itsup01.fccoc.local
#4222/92655 - Scrip 4 On Create Notify AdminCcs
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:301)

Mar 7 08:28:11 fccv-itsup01 RT:
rt-4.0.5-28242-1331126891-203.4222-4-0@rt.fccv-itsup01.fccoc.local: Could
not send mail with command /usr/sbin/sendmail -oi -t -f techsupport@flaglerclerk.com: couldn’t execute program: Cannot allocate
memory at /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line
447.#012#012Stack:#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:447]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:308]#012
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:128]#012
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:232]#012
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:475]#012
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:198]#012
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:201]#012
[/opt/rt4/sbin/…/lib/RT/Record.pm:1459]#012
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:676]#012
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:1514]#012
[/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:465)

Let me know if further information is needed.
-Dustin

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston — March 5 & 6, 2012

Best regards, Ruslan.

5

When I look into the logs I see the following actions for the ticket
transaction (reply, comment)

All of the log lines you provided are normal info log lines. You will
need to find the actual error message, which should appear in the logs.

Please also send your RT_SiteConfig.pm (with passwords censored) and
details on your outgoing mail configuration.

Thomas,

I have attached a sanitized copy of my RT_SiteConfig.pm as a text file.
Outgoing mail is routed to a SMTP smart host which is our Exchange
server.

I found the error and have included it below.

RT couldn’t start sendmail program as server is out of memory.

I noticed that as well after I sent the error to the list. I have dug
further into the issue and found that Apache was consuming most of the
memory on the server. I have tweaked MaxClients and MaxRequestsPerChild and
will post back in a few days with my findings.

Thanks,
Dustin