RT email EX_TEMPFAIL looping problem

Platform/Env:
RT 3.6.4, MySQL 5.1.34, Linux 2.6.9-42.ELsmp

Problem:
We are experiencing sporadic email looping problem. From the mail relay
server, emails bound for RT are aliased and piped to rt-mailgate and
recorded as correspondence into certain queues. For some emails,
rt-mailgate gets a return code EX_TEMPFAIL and the mail server does not
remove the email from its queue. This results in repetitive posting and
email flooding and finally we have to delete this email from the queue
to stop multiple posting.

Mail server aliases entry:
rt: “| path-to/rt-mailgate --url http://rt-server.com --queue general
–action correspond”

Even though rt-mailgate gets a return code EX_TEMPFAIL, the email seems
to have recorded fine in RT and we could see the ticket and attachments
created fine in RT.

Please help us out with this problem and we are trying to understand if
this is any data inconsistency problem in RT or something else?

Some log entries from the RT server during this email looping. These
logs maynot be relevant to the problem, but I would like to present it
anyway if it might be helpful.

Access log:
172.16.72.205 - - [10/Dec/2009:06:19:16 -0500] “POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1” 500 622 “-” "libwww-perl/5.800"
1792
172.16.72.205 - - [10/Dec/2009:07:02:28 -0500] “POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1” 500 622 “-” "libwww-perl/5.800"
20992

Error log:
[Thu Dec 10 06:29:16 2009] [error] [client 172.16.72.205] FastCGI: comm
with server mason_handler.fcgi" aborted: idle timeout (600 sec)
[Thu Dec 10 07:12:28 2009] [error] [client 172.16.72.205] FastCGI: comm
with server “mason_handler.fcgi” aborted: idle timeout (600 sec)

FastCGI: incomplete headers (0 bytes) received from server
"mason_handler.fcgi"

[error]: couldn’t load cf {$value} || $value }
(lib/RT/Action/ExtractCustomFieldValues.pm:86)

Thanks
Subba Venkateswaran

THIS MESSAGE AND ANY ATTACHMENTS ARE CONFIDENTIAL, PROPRIETARY, AND MAY BE PRIVILEGED. If this message was misdirected, BlackRock, Inc. and its subsidiaries, (“BlackRock”) does not waive any confidentiality or privilege. If you are not the intended recipient, please notify us immediately and destroy the message without disclosing its contents to anyone. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. The views and opinions expressed in this e-mail message are the author’s own and may not reflect the views and opinions of BlackRock, unless the author is authorized by BlackRock to express such views or opinions on its behalf. All email sent to or from this address is subject to electronic storage and review by BlackRock. Although BlackRock operates anti-virus programs, it does not accept responsibility for any damage whatsoever caused by viruses being passed.

Can someone please help with this issue? We are seeing this problem in
production and end up clearing the email from the mail queue manually
everytime we see this problem. Thanks for your help.

Thanks
Subba Venkateswaran
A&T - App Eng - SEG
609 282 7015


From: Venkateswaran, Subbaraman
Sent: Friday, December 18, 2009 10:09 AM
To: rt-users@lists.bestpractical.com
Subject: RT email EX_TEMPFAIL looping problem

Platform/Env:
RT 3.6.4, MySQL 5.1.34, Linux 2.6.9-42.ELsmp

Problem:
We are experiencing sporadic email looping problem. From the mail
relay server, emails bound for RT are aliased and piped to rt-mailgate
and recorded as correspondence into certain queues. For some emails,
rt-mailgate gets a return code EX_TEMPFAIL and the mail server does
not remove the email from its queue. This results in repetitive
posting and email flooding and finally we have to delete this email
from the queue to stop multiple posting.

Mail server aliases entry:
rt: “| path-to/rt-mailgate --url http://rt-server.com --queue general
–action correspond”

Even though rt-mailgate gets a return code EX_TEMPFAIL, the email
seems to have recorded fine in RT and we could see the ticket and
attachments created fine in RT.

Please help us out with this problem and we are trying to understand
if this is any data inconsistency problem in RT or something else?

Some log entries from the RT server during this email looping. These
logs maynot be relevant to the problem, but I would like to present it
anyway if it might be helpful.

Access log:
172.16.72.205 - - [10/Dec/2009:06:19:16 -0500] “POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1” 500 622 “-”
“libwww-perl/5.800” 1792
172.16.72.205 - - [10/Dec/2009:07:02:28 -0500] “POST
/REST/1.0/NoAuth/mail-gateway HTTP/1.1” 500 622 “-”
“libwww-perl/5.800” 20992

Error log:
[Thu Dec 10 06:29:16 2009] [error] [client 172.16.72.205] FastCGI:
comm with server mason_handler.fcgi" aborted: idle timeout (600 sec)
[Thu Dec 10 07:12:28 2009] [error] [client 172.16.72.205] FastCGI:
comm with server “mason_handler.fcgi” aborted: idle timeout (600 sec)

FastCGI: incomplete headers (0 bytes) received from server
"mason_handler.fcgi"

[error]: couldn’t load cf {$value} || $value }
(lib/RT/Action/ExtractCustomFieldValues.pm:86)

Thanks
Subba Venkateswaran

THIS MESSAGE AND ANY ATTACHMENTS ARE CONFIDENTIAL, PROPRIETARY, AND MAY BE PRIVILEGED. If this message was misdirected, BlackRock, Inc. and its subsidiaries, (“BlackRock”) does not waive any confidentiality or privilege. If you are not the intended recipient, please notify us immediately and destroy the message without disclosing its contents to anyone. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. The views and opinions expressed in this e-mail message are the author’s own and may not reflect the views and opinions of BlackRock, unless the author is authorized by BlackRock to express such views or opinions on its behalf. All email sent to or from this address is subject to electronic storage and review by BlackRock. Although BlackRock operates anti-virus programs, it does not accept responsibility for any damage whatsoever caused by viruses being passed.