RT thinks this message may be a bounce

RT Users
1

Hi RT Experts

I am using RT 3.6.5. on a Fedora 9 Machine, everything is fine

but on my few merged ticket i get the following error mail generated and
sent to root user. on every reply this error mail generated.

“RT thinks this message may be a bounce”

could someone guide me where should i look for this error? and how to
overcome this?

This problem is only with merged tickets only

     Rana Tanveer
    +923224194457

http://www.sysadminsline.com

2

Rana,

When you merged the initial ticket, did you merge it into a ticket in

the same queue?

Kenn
LBNLOn 10/20/2008 8:11 AM, Rana Tanveer wrote:

Hi RT Experts

I am using RT 3.6.5. http://3.6.5. on a Fedora 9 Machine, everything
is fine

but on my few merged ticket i get the following error mail generated and
sent to root user. on every reply this error mail generated.

“RT thinks this message may be a bounce”

could someone guide me where should i look for this error? and how to
overcome this?

This problem is only with merged tickets only

–

     Rana Tanveer
    +923224194457

http://www.sysadminsline.com

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

3

Thanks Kenneth Crocker for you quick response

might be but some other fellow did this merge.

i actually want to know what should i do to avoid this situation. what to
check and where to check. situation is annoyed getting too much bounces like
that.

thanks for response

regards,

Rana TanveerOn Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Rana,

   When you merged the initial ticket, did you merge it into a ticket

in the same queue?

Kenn
LBNL

On 10/20/2008 8:11 AM, Rana Tanveer wrote:

Hi RT Experts

I am using RT 3.6.5. http://3.6.5. on a Fedora 9 Machine, everything is
fine

but on my few merged ticket i get the following error mail generated and
sent to root user. on every reply this error mail generated.

“RT thinks this message may be a bounce”

could someone guide me where should i look for this error? and how to
overcome this?

This problem is only with merged tickets only

–

    Rana Tanveer
   +923224194457

http://www.sysadminsline.com

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

     Rana Tanveer
    +923224194457

http://www.sysadminsline.com

4

Hi RT Experts

I am using RT 3.6.5. http://3.6.5. on a Fedora 9 Machine, everything
is
fine

but on my few merged ticket i get the following error mail generated
and
sent to root user. on every reply this error mail generated.

“RT thinks this message may be a bounce”

could someone guide me where should i look for this error? and how to
overcome this?

This problem is only with merged tickets only

This message is often caused by sending mail from an RT ticket to an
address that feeds back into RT.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

5

Rana Tanveer wrote 5767 bytes:

i actually want to know what should i do to avoid this situation. what to
check and where to check. situation is annoyed getting too much bounces like
that.

I believe you should check RTAddressRegexp in your RT_SiteConfig.pm. Add
all addresses that go to RT in there.

6

Rana,

If you know SQL and have either SQL Plus or SQL Navigator (or some

other tool), you might want to take a look at the “TICKETS” table. This
table will show you any links, tickets it merged from, etc. That might
tell you something. Have you run a query to see what queues there
are/were in? If a ticket from another Queue was merged into a ticket in
a different Queue AND if that is the cause, you might be able to
correct the problem by unmerging the ticket, moving it to the correct
queue and THEN merging it.
To stop the problem, you could write a scrip that evaluates the “FROM”
queue on a merge and if no the same as the “TO” queue, do not complete
the transaction, or if that’s not possible, UNDO the transaction. Just a
thought.

Kenn
LBNLOn 10/21/2008 5:35 AM, Rana Tanveer wrote:

Thanks Kenneth Crocker for you quick response

might be but some other fellow did this merge.

i actually want to know what should i do to avoid this situation. what
to check and where to check. situation is annoyed getting too much
bounces like that.

thanks for response

regards,

Rana Tanveer

On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <KFCrocker@lbl.gov mailto:KFCrocker@lbl.gov> wrote:

Rana,


       When you merged the initial ticket, did you merge it into a
ticket in the same queue?


Kenn
LBNL


On 10/20/2008 8:11 AM, Rana Tanveer wrote:

    Hi RT Experts

    I am using RT 3.6.5. <http://3.6.5.> <http://3.6.5.> on a Fedora
    9 Machine, everything is fine


    but on my few merged ticket i get the following error mail
    generated and sent to root user. on every reply this error mail
    generated.

    "RT thinks this message may be a bounce"

    could someone guide me where should i look for this error? and
    how to overcome this?

    This problem is only with merged tickets only


    -- 
    ---------------------------------------------
            Rana Tanveer
           +923224194457
    http://www.sysadminsline.com
    ---------------------------------------------


    ------------------------------------------------------------------------

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

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


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

–

     Rana Tanveer
    +923224194457

http://www.sysadminsline.com

7

I just upgraded our RT from 3.6.4 to 3.8.1 applied all required patches
and modules as per README file. I am using external authentication and
although the upgrade was successful, but each time a user logs in and
clicks on any tabs, or tickets they get logged off and they have to
login back in again to complete the task they wanted to.

Any ideas or help is greatly appreciated.

Cheers,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

8

Hi Kenn

Thanks for your valuable support
i will dig into it and let you know the situation.

     Rana Tanveer
    +923224194457

http://www.sysadminsline.comOn Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker KFCrocker@lbl.gov wrote:

Rana,

   If you know SQL and have either SQL Plus or SQL Navigator (or some

other tool), you might want to take a look at the “TICKETS” table. This
table will show you any links, tickets it merged from, etc. That might tell
you something. Have you run a query to see what queues there are/were in? If
a ticket from another Queue was merged into a ticket in a different Queue
AND if that is the cause, you might be able to correct the problem by
unmerging the ticket, moving it to the correct queue and THEN merging it.
To stop the problem, you could write a scrip that evaluates the
“FROM” queue on a merge and if no the same as the “TO” queue, do not
complete the transaction, or if that’s not possible, UNDO the transaction.
Just a thought.

Kenn
LBNL

On 10/21/2008 5:35 AM, Rana Tanveer wrote:

Thanks Kenneth Crocker for you quick response

might be but some other fellow did this merge.

i actually want to know what should i do to avoid this situation. what to
check and where to check. situation is annoyed getting too much bounces like
that.
thanks for response

regards,

Rana Tanveer

On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <KFCrocker@lbl.gov<mailto: KFCrocker@lbl.gov>> wrote:

Rana,

      When you merged the initial ticket, did you merge it into a

ticket in the same queue?

Kenn
LBNL

On 10/20/2008 8:11 AM, Rana Tanveer wrote:

   Hi RT Experts

   I am using RT 3.6.5. <http://3.6.5.> <http://3.6.5.> on a Fedora
   9 Machine, everything is fine


   but on my few merged ticket i get the following error mail
   generated and sent to root user. on every reply this error mail
   generated.

   "RT thinks this message may be a bounce"

   could someone guide me where should i look for this error? and
   how to overcome this?

   This problem is only with merged tickets only


   --        ---------------------------------------------
           Rana Tanveer
          +923224194457
   http://www.sysadminsline.com
   ---------------------------------------------

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

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


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

–

    Rana Tanveer
   +923224194457

http://www.sysadminsline.com

9

It sounds like you are using a newer version of MySQL. You must follow
the MySQL upgrade procedures even if you were using MySQL 4.0 or lower
prior to moving to 3.8.1 The upgrade docs falsely give the impression
that this is only the case when moving to MySQL 4.1+ from MySQL 4.0.
Even if everything seemed to be working with the previous version, your
tables need to be converted to the new character set.

Hossein Rafighi wrote:

10

Hi all,

I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to
a resource where I can read and understand how the new iCal feature
works on 3.8.1?

Many thanks in advance,
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

11

Hi all,

I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to
a resource where I can read and understand how the new iCal feature
works on 3.8.1?

There’s a link on all ticket search results. You can subscribe to the
due dates of any tasklist as an ical feed by copy-pasting that link into
your calendar app.

For example, I have all our customer project due dates show up in my
google calendar :wink:

Best,
Jesse

12

Hi all,

I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to
a resource where I can read and understand how the new iCal feature
works on 3.8.1?
There’s a link on all ticket search results. You can subscribe to the
due dates of any tasklist as an ical feed by copy-pasting that link into
your calendar app.
See also the RTx::Calendar for more iCal *& general calendaring) fun.

For example, I have all our customer project due dates show up in my
google calendar :wink:
How do you do that? I assume you’re not running under RT under SSL then?
Our RT is over SSL, and google calendar refuses to add an RT iCal feed…

Cambridge Energy Alliance: Save money & the planet

13

For example, I have all our customer project due dates show up in my
google calendar :wink:
How do you do that? I assume you’re not running under RT under SSL
then?
Our RT is over SSL, and google calendar refuses to add an RT iCal
feed…

I have all my RT Due dates showing up from an https:// link without
problem. I’ve had iCal refuse an ssl link but not google calendar.

-kevin

14

Thanks for the info. I did install RTx::Calendar from cpan, but the
installation procedure put everything in /usr/share/rt3!
Placing Set(@Plugins,(qw(RTx::Calendar))); in RT_SiteConfig is giving
the following error:
Can’t locate RTx/Calendar.pm in @INC (@INC contains:
/opt/rt3/bin/…/local/lib /opt/rt3…
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
55, line 273.

Any Ideas?
Hossein

Jerrad Pierce wrote:>> On Tue 28.Oct’08 at 14:30:46 -0700, Hossein Rafighi wrote:

Hi all,

I upgraded our RT from 3.6.4 to 3.81. Can anyone on the list point me to
a resource where I can read and understand how the new iCal feature
works on 3.8.1?

There’s a link on all ticket search results. You can subscribe to the
due dates of any tasklist as an ical feed by copy-pasting that link into
your calendar app.

See also the RTx::Calendar for more iCal *& general calendaring) fun.

For example, I have all our customer project due dates show up in my
google calendar :wink:

How do you do that? I assume you’re not running under RT under SSL then?
Our RT is over SSL, and google calendar refuses to add an RT iCal feed…

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

15

I have all my RT Due dates showing up from an https:// link without
problem. I’ve had iCal refuse an ssl link but not google calendar.

Very odd. I checked our logs, and it seems both gmail and google apps
are trying to access the URL without SSL, even when the URI is given as SSL!

https://rt.cambenergy.org/NoAuth/iCal/jpierce/65e81d957985da6d/Owner%20%3D%20’__CurrentUser__’

ssl-access_log:
98.216.50.175 - - [30/Oct/2008:11:03:53 -0400] “GET /NoAuth/iCal/jpierce/65e81d9
57985da6d/Owner%20%3D%20%27__CurrentUser__%27 HTTP/1.1” 200 703

access_log:
66.249.70.193 - - [30/Oct/2008:10:48:07 -0400] “GET
/NoAuth/iCal/jpierce/65e81d957985da6d/Owner%20%3D%20’CurrentUser’
HTTP/1.1” 404 5518 “-” “Mozilla/5.0 (compatible; Googlebot/2.1;
+http://www.google.com/bot.html)”

16

For the records, I ended up downloading RTx Calendar tarball and
modified the Makefile to get this working. I am at loss why perl put
everything in /usr/share/rt3! This is a dedicated VM host that only runs
our RT. But, live and learn I guess.

Thanks to everyone who replied, – and Cheers,
Hossein

I wrote:

Thanks for the info. I did install RTx::Calendar from cpan, but the
installation procedure put everything in /usr/share/rt3!
Placing Set(@Plugins,(qw(RTx::Calendar))); in RT_SiteConfig is giving
the following error:
Can’t locate RTx/Calendar.pm in @INC (@INC contains:
/opt/rt3/bin/…/local/lib /opt/rt3…
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line
55, line 273.

Any Ideas?
Hossein

_____ _____ _____ _ _ _ _ ____ Hossein Rafighi
|_ || _ \ | || | | || _/ || __|TRIUMF, 4004 Wesbrook Mall
| | | || ) | | | | | || || |__ Vancouver BC, Canada, V6T 2A3
| | | _ / | | | _/ || _/ || |Voice: (604) 222-1047
| | | | \ \ | | | || | | || | Fax: (604) 222-1074
|| || _|_| _/ || |||_| Website: http://www.triumf.ca

17

Are you (Kevin, Jesse, other SSL iCal + google calendar users)
certain that google is accessing your feed over SSL? Does your
NoAuth happen to also be available sans SSL?

Cambridge Energy Alliance: Save money & the planet

18

Hi Kenn

for my test I created several tickets in different queues and than merged
them together, but on these merged ticket i am not getting the bounce error.

there might be other things wrong i could not sort out.

any further clue will be appreciated.

     Rana Tanveer
    +923224194457

http://www.sysadminsline.comOn Wed, Oct 22, 2008 at 12:05 AM, Rana Tanveer ranatanveer@gmail.comwrote:

Hi Kenn

Thanks for your valuable support
i will dig into it and let you know the situation.

–

     Rana Tanveer
    +923224194457

http://www.sysadminsline.com

On Tue, Oct 21, 2008 at 11:20 PM, Kenneth Crocker KFCrocker@lbl.govwrote:

Rana,

   If you know SQL and have either SQL Plus or SQL Navigator (or some

other tool), you might want to take a look at the “TICKETS” table. This
table will show you any links, tickets it merged from, etc. That might tell
you something. Have you run a query to see what queues there are/were in? If
a ticket from another Queue was merged into a ticket in a different Queue
AND if that is the cause, you might be able to correct the problem by
unmerging the ticket, moving it to the correct queue and THEN merging it.
To stop the problem, you could write a scrip that evaluates the
“FROM” queue on a merge and if no the same as the “TO” queue, do not
complete the transaction, or if that’s not possible, UNDO the transaction.
Just a thought.

Kenn
LBNL

On 10/21/2008 5:35 AM, Rana Tanveer wrote:

Thanks Kenneth Crocker for you quick response

might be but some other fellow did this merge.

i actually want to know what should i do to avoid this situation. what to
check and where to check. situation is annoyed getting too much bounces like
that.
thanks for response

regards,

Rana Tanveer

On Tue, Oct 21, 2008 at 1:47 AM, Kenneth Crocker <KFCrocker@lbl.gov<mailto: KFCrocker@lbl.gov>> wrote:

Rana,

      When you merged the initial ticket, did you merge it into a

ticket in the same queue?

Kenn
LBNL

On 10/20/2008 8:11 AM, Rana Tanveer wrote:

   Hi RT Experts

   I am using RT 3.6.5. <http://3.6.5.> <http://3.6.5.> on a Fedora
   9 Machine, everything is fine


   but on my few merged ticket i get the following error mail
   generated and sent to root user. on every reply this error mail
   generated.

   "RT thinks this message may be a bounce"

   could someone guide me where should i look for this error? and
   how to overcome this?

   This problem is only with merged tickets only


   --        ---------------------------------------------
           Rana Tanveer
          +923224194457
   http://www.sysadminsline.com
   ---------------------------------------------

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

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


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

–

    Rana Tanveer
   +923224194457

http://www.sysadminsline.com

19

Hi Steve.

I tried several methods to send the replies to some test tickets. but i
am
not getting the bounce error…

can you please explain it again for me. because i want to diagnose what
is
the problem. like how specifically i should send mail to ticket to get
this
error.

thanks

Hi,

From an RT ticket in the web interface, send a reply. On this reply,
include a To, Cc, or Bcc recipient address that is the address of one of
your RT queues. The reply should come into RT and generate the bounce
message.

Steve

Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

20

Hi,

From an RT ticket in the web interface, send a reply. On this reply,
include a To, Cc, or Bcc recipient address that is the address of one of
your RT queues. The reply should come into RT and generate the bounce
message.

Steve

–
Stephen Turner
Senior Programmer/Analyst - SAIS
MIT IS&T

Thanks for prompt response.

     Rana Tanveer
    +923224194457

http://www.sysadminsline.com