RT not sending email

RT Users
1

RT is not sending email at all, not to the admins and not to the users. It
was working fine 2 weeks ago, then it stopped sending mail. All the scrips
are fine, to the best of my knowledge. I am not the person who set up RT so
I’m a little in the dark here. The root mail log is receiving the mail but
that’s where the trail ends. I’ll post the log shortly. We are running RT
v3.6.3 and Fedora 6. I’ve tried just about everything I could find online
and in this forum but none have helped so far. Any help would be greatly
appreciated. Thanks in advance.

::Edit::
Here is the mail log:
----- The following addresses had permanent fatal errors -----
admin_b@email.com
admin@email.com
admin_a@email.com

----- Transcript of session follows -----
550 5.1.2 admin_a@email.com,admin@email.com,admin_b@email.com… Host
unknown (Name server: bbinslv.com: host not found)

–l9TFsESo012110.1193673254/bblvlinux.com
Content-Type: message/delivery-status

Reporting-MTA: dns; **linux.com
Received-From-MTA: DNS; **linux.com
Arrival-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_b@email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin@email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_a@email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
View this message in context: http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13470901

2

From what you’ve written, this isn’t an RT problem. RT is sending
emails, but the mail server appears to be having problems forwarding them
on due to DNS issues.

The interesting thing is: (Name server: bbinslv.com: host not found)

What are the contents of the /etc/resolv.conf file on the mail server?

James Moseley

         "Evan M."                                                     
         <emerritt@bbinslv                                             
         .com>                                                      To 
         Sent by:                  rt-users@lists.bestpractical.com    
         rt-users-bounces@                                          cc 
         lists.bestpractic                                             
         al.com                                                Subject 
                                   [rt-users] RT not sending email     
                                                                       
         10/30/2007 07:19                                              
         AM

RT is not sending email at all, not to the admins and not to the users. It
was working fine 2 weeks ago, then it stopped sending mail. All the scrips
are fine, to the best of my knowledge. I am not the person who set up RT
so
I’m a little in the dark here. The root mail log is receiving the mail but
that’s where the trail ends. I’ll post the log shortly. We are running RT
v3.6.3 and Fedora 6. I’ve tried just about everything I could find online
and in this forum but none have helped so far. Any help would be greatly
appreciated. Thanks in advance.

::Edit::
Here is the mail log:
----- The following addresses had permanent fatal errors -----
admin_b@email.com
admin@email.com
admin_a@email.com

----- Transcript of session follows -----
550 5.1.2 admin_a@email.com,admin@email.com,admin_b@email.com… Host
unknown (Name server: bbinslv.com: host not found)

–l9TFsESo012110.1193673254/bblvlinux.com
Content-Type: message/delivery-status

Reporting-MTA: dns; **linux.com
Received-From-MTA: DNS; **linux.com
Arrival-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_b@email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin@email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400

Final-Recipient: RFC822; admin_a@email.com
Action: failed
Status: 5.1.2
Remote-MTA: DNS; email.com
Last-Attempt-Date: Mon, 29 Oct 2007 11:54:14 -0400
View this message in context:
http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13470901

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch
today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

3

----- The following addresses had permanent fatal errors -----
admin_b@email.com
admin@email.com
admin_a@email.com
----- Transcript of session follows -----
550 5.1.2 admin_a@email.com,admin@email.com,admin_b@email.com… Host
unknown (Name server: bbinslv.com: host not found)

That’s your problem. There’s a lot of reasons why this could be
happening, none related directly to RT.

Evan M. wrote:

4

The /etc/resolv.conf reads as follows:

; generated by /sbin/dhclient-script
search leXX#.com
nameserver XXX.XXX.25.99
nameserver XXX.XXX.25.14

The .99 ip is our RT server and the .14 is our file server.
View this message in context: http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13488217

5

That looks fine, but this is still a DNS/mail issue - not RT. Are the
addresses you are trying to send to really ‘email.com’ addresses?

Additionally, have you tried to look up the MX records of the domains of
the email addresses via the two name servers listed in the /etc/resolv.conf
file?

Lastly, what do your email server logs state? You posted not the logs, but
what appears to be a copy of a bounced message.

James Moseley

         "Evan M."                                                     
         <emerritt@bbinslv                                             
         .com>                                                      To 
         Sent by:                  rt-users@lists.bestpractical.com    
         rt-users-bounces@                                          cc 
         lists.bestpractic                                             
         al.com                                                Subject 
                                   Re: [rt-users] RT not sending email 
                                                                       
         10/30/2007 08:06                                              
         AM

The /etc/resolv.conf reads as follows:

; generated by /sbin/dhclient-script
search leXX#.com
nameserver XXX.XXX.25.99
nameserver XXX.XXX.25.14

The .99 ip is our RT server and the .14 is our file server.
View this message in context:
http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13488217

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll take
up to 20 percent off the price. This sale won’t last long, so get in touch
today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

6

No they aren’t actually ‘@email.com’. All of the email addresses are
correct. I don’t really know how to do what you asking with the MX records
in relation to the nameservers. I get a SERVFAIL from nslookup on
XXX.XXX.XX.99. Everything in the mail log looks ok except a reoccurance of
Host unknown (Name server: mailgate: host not found).

By the way, .99 is actually the mail server, RT is on a different server.
I’m a little absent minded this morning, sorry.
View this message in context: http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13489507

7

I think what everyone is trying to tell you is something is wrong with
your DNS lookups. RT is doing its job by trying to send the message out
to your mail server, but your mail server can’t “find” the recipient
domain.-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Evan M.
Sent: Tuesday, October 30, 2007 10:16 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not sending email

No they aren’t actually ‘@email.com’. All of the email addresses are
correct. I don’t really know how to do what you asking with the MX
records
in relation to the nameservers. I get a SERVFAIL from nslookup on
XXX.XXX.XX.99. Everything in the mail log looks ok except a reoccurance
of
Host unknown (Name server: mailgate: host not found).

By the way, .99 is actually the mail server, RT is on a different
server.
I’m a little absent minded this morning, sorry.
View this message in context:
http://www.nabble.com/RT-not-sending-email-tf4712732.html#a13489507

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

8

Hello,

I need your help debugging RTs mail system.

I have had RT send emails successfully when replying to or creating new
tickets. As such, the mail system is working. I have fiddled with the
global scrips to invoke some more mails, i.e. on owner change. But now
somehow, RT does not send any mail at all.

I am not sure if this has to do with the scrips at all. In any case,
when you reply to a ticket, no recipients are shown at the bottom (Below
“…mail will be sent to the following users…”), and no mail is sent
on reply. Dito when entering someone as Cc: or AdminCc: for a ticket,
both for the whole ticket and one-time when replying. In all cases, RT
claims “Outgoing message recorded” after saving changes, but the ticket
display does not show any outgoing mail (I have the “ShowOutgoingMail”
right).

From the mail server logs I can see that no attempt to send mail is
done. From syslog, I see “RT::User::CanonicalizeEmailAddress called with
“” from RT::Ticket”. I checked the user account settings, and alle users
have valid working mail addresses associated with them.

I am using RT 3.6 on debian etch with the packages from the etch
repository. I do not want to upgrade to 3.8 at the moment.

Thank you,
Andreas

9

Hi Andreas,

I am currently having this same problem. Did you ever figure it out?

Thanks so much!
Jonathan

Andreas Heinlein-2 wrote:

Hello,

I need your help debugging RTs mail system.

I have had RT send emails successfully when replying to or creating new
tickets. As such, the mail system is working. I have fiddled with the
global scrips to invoke some more mails, i.e. on owner change. But now
somehow, RT does not send any mail at all.

I am not sure if this has to do with the scrips at all. In any case,
when you reply to a ticket, no recipients are shown at the bottom (Below
“…mail will be sent to the following users…”), and no mail is sent
on reply. Dito when entering someone as Cc: or AdminCc: for a ticket,
both for the whole ticket and one-time when replying. In all cases, RT
claims “Outgoing message recorded” after saving changes, but the ticket
display does not show any outgoing mail (I have the “ShowOutgoingMail”
right).

From the mail server logs I can see that no attempt to send mail is
done. From syslog, I see “RT::User::CanonicalizeEmailAddress called with
“” from RT::Ticket”. I checked the user account settings, and alle users
have valid working mail addresses associated with them.

I am using RT 3.6 on debian etch with the packages from the etch
repository. I do not want to upgrade to 3.8 at the moment.

Thank you,
Andreas

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

View this message in context: http://old.nabble.com/RT-not-sending-email-tp21542621p27358540.html

10

Jonathan Rummel wrote, On 1/28/10 11:51 AM:

Hi Andreas,

I am currently having this same problem. Did you ever figure it out?

Thanks so much!
Jonathan

Andreas Heinlein-2 wrote:

Hello,

I need your help debugging RTs mail system.

I have had RT send emails successfully when replying to or creating new
tickets. As such, the mail system is working. I have fiddled with the
global scrips to invoke some more mails, i.e. on owner change. But now
somehow, RT does not send any mail at all.

I am not sure if this has to do with the scrips at all. In any case,
when you reply to a ticket, no recipients are shown at the bottom (Below
“…mail will be sent to the following users…”), and no mail is sent
on reply. Dito when entering someone as Cc: or AdminCc: for a ticket,
both for the whole ticket and one-time when replying. In all cases, RT
claims “Outgoing message recorded” after saving changes, but the ticket
display does not show any outgoing mail (I have the “ShowOutgoingMail”
right).

From the mail server logs I can see that no attempt to send mail is
done. From syslog, I see “RT::User::CanonicalizeEmailAddress called with
“” from RT::Ticket”. I checked the user account settings, and alle users
have valid working mail addresses associated with them.

Likely root causes when you’ve ‘fiddled’ with a scrip that is now failing to
send mail is an error in the scrip or in the mail template that it uses, if
you’ve changed that as well. In either case you can get an error logged that
may well be technically correct, but isn’t obviously indicative of the real
flaw. In this case, the fact that CanonicalizeEmailAddress is being called
with an empty string as an argument may not indicate that an actual user
record lacks an address, but rather that the scrip or template has mangled
the email address in a User object, perhaps by something as simple as using
‘=’ somewhere that ‘==’ was intended.