Hi Guys,
Thanks for your replies. One thing that I should probably mention is
that the machine that I’m using to run RT on only has 2GB of physical
memory. I don’t know how much RT 4.0.2 requires but I’ve noticed that
it appears to be running slowly and I wonder if this could be
contributing to the issue.
Here’s what I find in my mail logs relating to the multiple ticket creation:
[sysmail01:/data/home/dunphy] root% grep “mdticket” /var/log/syslog |
grep -v -i imap
Apr 17 15:22:00 sysmail01 postfix/local[4690]: [ID 197553 mail.info]
7F021352CE: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=4,
delays=0.13/0/0/3.8, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 15:22:18 sysmail01 postfix/local[2964]: [ID 197553 mail.info]
545BD352D2: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=4, delays=0.02/0/0/4,
dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail)
Apr 17 19:58:39 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
BED741740D: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=5.1,
delays=0.16/0/0/4.9, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:01:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
895E817427: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=4.3,
delays=0.14/0/0/4.1, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:11 sysmail01 postfix/local[18659]: [ID 197553 mail.info]
8EDCE17433: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=5.1,
delays=0.01/0/0/5.1, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:12 sysmail01 postfix/local[19478]: [ID 197553 mail.info]
4CB4E17435: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=4.6,
delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
55A0117437: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=6.9,
delays=0.01/2.4/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:17 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
1E3DE17439: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=5,
delays=0.01/0.81/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:20 sysmail01 postfix/local[18659]: [ID 197553 mail.info]
763341743B: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=7,
delays=0.02/2.8/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:21 sysmail01 postfix/local[19478]: [ID 197553 mail.info]
2B4391743D: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=4.6,
delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:24 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
E51121743F: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=5.7,
delays=0.01/1.5/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
Apr 17 20:02:25 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
22BAC17441: to=mdticket@mail01.mlbam.com,
orig_to=mdticket@mlbam.com, relay=local, delay=5.8,
delays=0.01/1.6/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)
We’re actually processing mail on another machine due to weird
firewall restrictions at our our company.
I’m using a fetchmail clone that’s known as ‘getmail’ in a script on
the RT box to retrieve mail via IMAP SSL on the mail server:
The script is very simple and has a bunch of lines corresponding to
various RT accounts that look like the following:
[rt@monitor03 ~]$ cat bin/rtmail
#!/bin/bash
/usr/bin/getmail --rcfile /home/rt/.getmail/rtcorrespond --rcfile
/home/rt/.getmail/rtcomment --rcfile /home/rt/.getmail/rtreply
I’m not sure if I’ve provided enough info here for you to go on, but
I’m hoping this might shed some light on what might be causing this.
Thank you,
TimOn Wed, Apr 18, 2012 at 9:34 AM, Ruslan Zakirov ruz@bestpractical.com wrote:
On Wed, Apr 18, 2012 at 17:02, Tim Dunphy bluethundr@gmail.com wrote:
System:
RT version 4.0.2
Apache version 2.2.3
MySQL version 5.0.77
CentOS version 5.7
Kernel version 2.6.18-194.el5 (64-bit)
Hello list,
I am writing to you today regarding an unusual issue we are having
with our RT server.
Where on occasion, if a user sends in a ticket to the system it will
create multiple tickets
from the one email.
Example:
357 FW: FTP info Media Delivery new 12 hours ago Take
356 FW: FTP info Media Delivery new 12 hours ago Take
354 FW: FTP info Media Delivery new 12 hours ago Take
353 FW: FTP info Media Delivery new 12 hours ago Take
At first it seemed that RT might have been spitting out multiple email
responses from the
same ticket. But instead what appears to be happening is that one
email can generate up
to four or more tickets. The most I’ve seen from a single email is
eight tickets, all with
unique ID numbers.
First idea is that something timeouts too early, so mailgate thinks
that it didn’t delivered the message and asks MDA to re-try later.
I’ve checked the logs, but there is nothing remarkable for each ticket creation,
aside from the curious fact multiple tickets stem from one email to the queue.
[monitor03:root:/usr/local/rt4/var/log]#grep -A2 “Ticket 357” rt.log
[Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue ‘Media
Delivery’ by rpiatt
(/usr/local/rt4/sbin/…/lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for
TransactionBatch stage with
applicable type(s) Create for txn #5017 on ticket #357
(/usr/local/rt4/sbin/…/lib/RT/Scrips.pm:367)
[Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth
service: My_LDAP
(/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)
[monitor03:root:/usr/local/rt4/var/log]#grep -A2 “Ticket 356” rt.log
[Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue ‘Media
Delivery’ by rpiatt (/usr/local/rt4/sbin/…/lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #5009 on
ticket #356 (/usr/local/rt4/sbin/…/lib/RT/Scrips.pm:367)
[Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn’t
applicable (/usr/local/rt4/sbin/…/lib/RT/Scrips.pm:229)
[monitor03:root:/usr/local/rt4/var/log]#grep -A2 “Ticket 354” rt.log
[Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue ‘Media
Delivery’ by rpiatt (/usr/local/rt4/sbin/…/lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #4996 on
ticket #354 (/usr/local/rt4/sbin/…/lib/RT/Scrips.pm:367)
[Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355
(Rance.Piatt@mlb.com)
(/usr/local/rt4/sbin/…/lib/RT/Interface/Email/Auth/MailFrom.pm:79)
[monitor03:root:/usr/local/rt4/var/log]#grep -A2 “Ticket 353” rt.log
[Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue ‘Media
Delivery’ by rpiatt (/usr/local/rt4/sbin/…/lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for
transaction #4996 (/usr/local/rt4/sbin/…/lib/RT/Transaction.pm:197)
[Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996
of ticket #354 (/usr/local/rt4/sbin/…/lib/RT/Scrips.pm:183)
I was only wondering if anyone has ever had a similar experience
because my googling has
turned up no information on this phenomenon. If you have heard of this
and you might have
a solution for this type of problem I would certainly appreciate
hearing from you.
Thanks, and best regards!
Tim
–
GPG me!!
gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
–
Best regards, Ruslan.
GPG me!!
gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B