Rt-mailgate losing messages on failures

Last week, I got a blank message from RT as a queue watcher/admin.

Today I got another as a response to an open ticket I’m handling.

RT’s logs had this to say:

[Mon Nov 11 19:34:20 2002] [crit]: RT::Attachment->Create couldn’t, as you didn’t specify a transaction

[Mon Nov 11 19:34:21 2002] [err]: RT::Ticket=HASH(0x87f2e28) couldn’t init a transaction (Transaction Created)

I checked the mail server logs, and I see that there was a message
coming in at the time:

Nov 11 14:34:20 w01 postfix/nqmgr[5816]: AC2AA3628E: from=XXXXXX@XXXXX, size=2219, nrcpt=1 (queue active)
Nov 11 14:34:21 w01 postfix/local[43703]: AC2AA3628E: to=abuse@localhost.m1e.net, relay=local, delay=2, status=sent ("|/var/rt2/bin/rt-mailgate --queue abuse --action correspond")

The blank message had the right subject line on it and ticket number
info, but the From had a " via RT" (note the blank).

Also, there’s no record of this in the ticket, or anywhere else within
RT that I can find.

Shouldn’t rt-mailgate fail-safe to just forward the message intact to
the list admin and/or ticket owner?

I have no clue as to the content of this message that would cause such
an issue, and I’m probably gonna look like an idoit for not responding
to that message…

Last week, I got a blank message from RT as a queue watcher/admin.
Today I got another as a response to an open ticket I’m handling.

RT’s logs had this to say:

[Mon Nov 11 19:34:20 2002] [crit]: RT::Attachment->Create couldn’t, as
you didn’t specify a transaction

The only time I’ve seen this has been when we’ve received a message with a
blank body. rt-mailgate attempts to create the ticket, but borks on doing
the attachment, leaving you with a ticket in an indeterminate, but usually
blank, state.

Shouldn’t rt-mailgate fail-safe to just forward the message intact to
the list admin and/or ticket owner?

It should. I suspect that because the MTA indicated a complete message
being passed, rt-mailgate is assuming that it has a body.

I have no clue as to the content of this message that would cause such
an issue, and I’m probably gonna look like an idoit for not responding
to that message…

We’re a tad paranoid, and dump all the incoming mails into an archival
mechanism before passing it to RT (which is how we found it), so if you’ve
got rt-mailgate configured to retry in case of failure, you end up with 1

  • ( number_of_minutes_until_someone_notices / mail_retry_period ) blank
    tickets in RT.

                           Bruce Campbell                            RIPE
                 Systems/Network Engineer                             NCC
               www.ripe.net - PGP562C8B1B             Operations/Security

“BC” == Bruce Campbell bruce_campbell@ripe.net writes:

BC> The only time I’ve seen this has been when we’ve received a message with a
BC> blank body. rt-mailgate attempts to create the ticket, but borks on doing
BC> the attachment, leaving you with a ticket in an indeterminate, but usually
BC> blank, state.

Yeah, I’d have thought so too, but the mail log showed the incoming
message was over 2k bytes long.

I think I’m gonna have the alias that calls mailgate also save to
another file, which will get rotated like a log file daily.

At 10:33 AM 12/11/2002 -0500, Vivek Khera wrote:

I think I’m gonna have the alias that calls mailgate also save to
another file, which will get rotated like a log file daily.

One thing I would really like to see is the ability to define a queue to
receive all messages that would otherwise fail privilege tests.

We have a requirement to log all contacts from registered users; even if
they send the mail to the wrong queue.

Philip Warner | ___
Albatross Consulting Pty. Ltd. |----/ -
(A.B.N. 75 008 659 498) | /(@)
Tel: (+61) 0500 83 82 81 | _________
Fax: (+61) 03 5330 3172 | ___________ |
Http://www.rhyme.com.au | / |
| –
___–
PGP key available upon request, | /
and from pgp5.ai.mit.edu:11371 |/

At 10:33 AM 12/11/2002 -0500, Vivek Khera wrote:

I think I’m gonna have the alias that calls mailgate also save to
another file, which will get rotated like a log file daily.

One thing I would really like to see is the ability to define a queue to
receive all messages that would otherwise fail privilege tests.

We have a requirement to log all contacts from registered users; even if
they send the mail to the wrong queue.

I have the same requirement:

$ cat ~alias/.qmail-support
&archive-support
|/var/qmail/bin/preline /opt/rt2/bin/rt-mailgate […]

:slight_smile:

("&" is “forward to”.)

-Rich

Rich Lafferty --------------±----------------------------------------------
Ottawa, Ontario, Canada | Save the Pacific Northwest Tree Octopus!
http://www.lafferty.ca/ | http://zapatopi.net/treeoctopus.html
rich@lafferty.ca -----------±----------------------------------------------