RT 4.4 failing to send CC emails

RT Users
1

I’m running RT 4.4 and for some reason whenever I add a one-time cc to a
ticket I get the following error appearing on the ticket:
The RT System itself- Sending the previous mail has failed. Please
contact your admin, they can find more details in the logs.

The logs show:
[21] [Mon Apr 18 13:33:50 2016] [info]:
<rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net> #5793790/36778097

  • Scrip 6 On Correspond Notify Other Recipients
    (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
    2016-04-18 13:33:50,811 CRIT reaped unknown pid 340)
    [21] [Mon Apr 18 13:33:50 2016] [error]:
    <rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net>:
    /usr/sbin/sendmail -oi -t -f xx@xxxx.xxx exited with code 64
    (/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:921)
    [21] [Mon Apr 18 13:33:50 2016] [critical]:
    <rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net>: Could not send
    mail with command /usr/sbin/sendmail -oi -t -f xx@xxxx.xxx:
    <rt-4.4.0-21-1460986430-505.5793790-6-0@###.####.net>:
    /usr/sbin/sendmail -oi -t -f xx@xxxx.xxx exited with code 64 at
    /opt/rt4/sbin/…/lib/RT/Interface/Email.pm line 922.

Stack:
[/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:922]
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:292]
[/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:115]
[/opt/rt4/sbin/…/lib/RT/ScripAction.pm:182]
[/opt/rt4/sbin/…/lib/RT/Scrip.pm:664]
[/opt/rt4/sbin/…/lib/RT/Scrips.pm:296]
[/opt/rt4/sbin/…/lib/RT/Transaction.pm:213]
[/opt/rt4/sbin/…/lib/RT/Record.pm:1670]
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1605]
[/opt/rt4/sbin/…/lib/RT/Ticket.pm:1491]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:2411]
[/opt/rt4/share/html/Ticket/Display.html:169]
[/opt/rt4/share/html/Ticket/Update.html:341]
[/opt/rt4/share/html/Ticket/autohandler:66]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:696]
[/opt/rt4/sbin/…/lib/RT/Interface/Web.pm:375]
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/…/lib/RT/Interface/Email.pm:926)

It is not an issue with the email addresses because it happens to all
addresses and all the addresses work fine when they are requesters or
set a CCs but only fail if set as one-time CC.

I’ve looked at the scripts and they’re exactly the same apart from one
that fails is Notify Other Recipients.

The sendmail exit code also doesn’t seem to make any sense.

Has anyone encountered this issue before?

2

I’m running RT 4.4 and for some reason whenever I add a one-time cc to a
ticket I get the following error appearing on the ticket:
The RT System itself- Sending the previous mail has failed. Please
contact your admin, they can find more details in the logs.

You’ll need to see the mail server logs to get the reason the send is
failing. Perhaps /var/log/maillog or something like that.

3

Hi here is the log from sendmail.

Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042:
Authentication-Warning: rt_test.openimp.net: www-data set sender to
queue@email.address using -f
Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042:
from=queue@email.address, size=1432, class=-60, nrcpts=1, msgid=<rt-4.
4.0-14-1461064894-48.402-4-0@support.openimp.net>, relay=www-data@localhost
Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: u3JBLYOt000042:
DSN: “OtherRecipients of xxxxxx Ticket #402”:;… List:; syntax
illegal for recipient addresses
Apr 19 11:21:35 rt_test sendmail[43]: u3JBLYl1000043: from=<>,
size=2706, class=0, nrcpts=1, msgid=<201604191121.u3JBLYOt000042@rt_test
.openimp.net>, proto=ESMTP, daemon=MTA-v4, relay=localhost [127.0.0.1]
Apr 19 11:21:35 rt_test sendmail[42]: u3JBLYOt000042:
to=queue@email.address, delay=00:00:01, xdelay=00:00:01, mailer=relay,
pri=30000, relay=[127.0.0.1] [127.0.0.1], dsn=2.0.0, stat=Sent
(u3JBLYl1000043 Message accepted for delivery)
Apr 19 11:21:35 rt_test sendmail[45]: STARTTLS=client,
relay=our.mail.server.com., field=cn_subject, status=failed to extract CN
Apr 19 11:21:35 rt_test sendmail[45]: STARTTLS=client,
relay=our.mail.server.com., field=cn_issuer, status=failed to extract CN
Apr 19 11:21:35 rt_test sendmail[45]: STARTTLS=client,
relay=our.mail.server.com., version=TLSv1/SSLv3, verify=FAIL,
cipher=ECDHE-RSA-AES2
56-GCM-SHA384, bits=256/256
Apr 19 11:21:35 rt_test sendmail[45]: u3JBLYl1000043:
to=queue@email.address, delay=00:00:00, xdelay=00:00:00, mailer=rela
y, pri=122706, relay=our.mail.server.com. [94.228.70.17], dsn=2.0.0,
stat=Sent (Ok: queued as E8EEC80D2A)

It looks very much like the script is messing up and not passing an
email address to sendmail.

LukeOn 18/04/2016 16:43, Todd Wade wrote:

On 4/18/16 9:40 AM, Luke Hopkins wrote:

I’m running RT 4.4 and for some reason whenever I add a one-time cc to a
ticket I get the following error appearing on the ticket:
The RT System itself- Sending the previous mail has failed. Please
contact your admin, they can find more details in the logs.

You’ll need to see the mail server logs to get the reason the send is
failing. Perhaps /var/log/maillog or something like that.

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016
4

Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: u3JBLYOt000042:
DSN: “OtherRecipients of xxxxxx Ticket #402”:;… List:; syntax
illegal for recipient addresses

Are you setting $UseFriendlyToLine? Can you confirm its value via Admin

Tools > System Configuration (/Admin/Tools/Configuration.html)?

Its documented to not work with sendmail
(RT Config - RT 4.4.0 Documentation - Best Practical),
and from what I can find online this error appears to be the error you
get from sendmail using it
(Carbon60: Managed Cloud Services).

Regards,

5

Yes that was the problem. Removed the lines from my config and it all
works now.

ThanksOn 19/04/2016 16:28, Todd Wade wrote:

On 4/19/16 7:34 AM, Luke Hopkins wrote:

Apr 19 11:21:34 rt_test sendmail[42]: u3JBLYOs000042: u3JBLYOt000042:
DSN: “OtherRecipients of xxxxxx Ticket #402”:;… List:; syntax
illegal for recipient addresses

Are you setting $UseFriendlyToLine? Can you confirm its value via
Admin > Tools > System Configuration (/Admin/Tools/Configuration.html)?

Its documented to not work with sendmail
(RT Config - RT 4.4.0 Documentation - Best Practical),
and from what I can find online this error appears to be the error you
get from sendmail using it
(Carbon60: Managed Cloud Services).

Regards,

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016