RT3 DOA - won't accept mail

Hi everyone,

So I figured I’d upgrade to rt3 today. It’s been out for a couple of days
now, everything looks great.

After about 4 hours of work, I got it to install. Of course, now all the
dependencies for my old rt2 install are screwed, so I can’t easily go back.
So much for that idea.

Then the database conversion tool won’t work. Freebsd 4.5, half a gig of
RAM, and it tells me it’s out of memory when it tries to run it. Oh well,
I’ll have to recreate all the users. Hopefully they won’t mind. And we’ll
lose about 40 active tickets. Oh well, stuff happens.

Well, now I can’t even get RT 3 to accept mail. I can create tickets fine,
and RT sends the auto-ack just fine, but when you try and email a ticket,
you get what I cut & pasted at the bottom of this. I’ve tried everything I
can think of. It’s rt 3, on FreeBSD 4.5 with exim 4 and Apache 2.

I told everyone RT’d be out for a few hours. They were already whining
about the UI of it for some reason, and I’m afraid this will be the excuse
they need to can me and get someone who will approve a $30,000 Windows
solution or something. :frowning: Anyone have any ideas? Please??

Thanks in advance.

-Rob.

(BEGIN CUT & PASTE)

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

pipe to |/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://ticket.peer1.net/
generated by rt@ticket.peer1.net
local delivery failed

The following text was generated during the delivery attempt:

------ pipe to |/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://ticket.peer1.net/
generated by rt@ticket.peer1.net ------

RT server error.

The RT server which handled your email did not behave as expected. It
said:

%# BEGIN LICENSE BLOCK
%#
%# Copyright © 1996-2003 Jesse Vincent jesse@bestpractical.com %# %#
(Except where explictly superceded by other copyright notices) %# %# This
work is made available to you under the terms of Version 2 of %# the GNU
General Public License. A copy of that license should have %# been provided
with this software, but in any event can be snarfed %# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but %#
WITHOUT ANY WARRANTY; without even the implied warranty of %#
MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General
Public License for more details.
%#
%# Unless otherwise specified, all modifications, corrections or %#
extensions to this work which alter its source code become the %# property
of Best Practical Solutions, LLC when submitted for %# inclusion in the
work.
%#
%#
%# END LICENSE BLOCK
<%ARGS>
$message
$queue => 1
$action => “correspond”
$ticket => undef
</%ARGS>
<%init>
use RT::Interface::Email;
my ( $status, $error, $Ticket ) = RT::Interface::email::Gateway( %ARGS);
</%init>
% if ($status) {
ok
% if ( $Ticket->Id ) {
Ticket: <% $Ticket->Id %>
Queue: <% $Ticket->QueueObj->Name %>
Owner: <% $Ticket->OwnerObj->Name %>
Status: <% $Ticket->Status %>
Requestor: <% $Ticket->Requestors->MemberEmailAddressesAsString %>
% }
% } else {
not ok - <%$error%>
% }

------ This is a copy of the message, including all the headers. ------

Return-path: rob@rascal.ca
Received: from mail2.peer1.net ([66.199.168.170] helo=shaftebury.peer1.net)
by guinness.peer1.net with esmtp (Exim 4.12)
id 190Fyt-0006pt-00
for rt@ticket.peer1.net; Mon, 31 Mar 2003 23:14:51 -0800
Received: from h24-83-116-136.vf.shawcable.net ([24.83.116.136] helo=rascal)
by shaftebury.peer1.net with esmtp (Exim 4.12)
id 190Fx8-000JtO-00
for rt@ticket.peer1.net; Mon, 31 Mar 2003 23:13:02 -0800From: “Rob Mitzel” rob@rascal.ca
To: rt@ticket.peer1.net
Subject: Test tickie
Date: Mon, 31 Mar 2003 23:12:38 -0800
MIME-Version: 1.0
Content-Type: text/plain;
charset="us-ascii"
Content-Transfer-Encoding: 7bit
X-Mailer: Microsoft Outlook, Build 11.0.4920
X-MimeOLE: Produced By Microsoft MimeOLE V6.00.2800.1106
Thread-Index: AcL4HhPDzXo2NP+eSgKzDcw0iH8TMg==
Message-Id: E190Fx8-000JtO-00@shaftebury.peer1.net

sdifosfisdjfsjif

(END CUT & PASTE)

Rob Mitzel wrote:

Well, now I can’t even get RT 3 to accept mail. I can create tickets fine,
and RT sends the auto-ack just fine, but when you try and email a ticket,
you get what I cut & pasted at the bottom of this. I’ve tried everything I
can think of. It’s rt 3, on FreeBSD 4.5 with exim 4 and Apache 2.

mod_perl or fastcgi? I don’t know whether I’d use Apache 2 in production
yet. 1.3 is rock stable, while I consider 2.0 still being beta-quality.

(BEGIN CUT & PASTE)

This message was created automatically by mail delivery software.

A message that you sent could not be delivered to one or more of its
recipients. This is a permanent error. The following address(es) failed:

pipe to |/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://ticket.peer1.net/
generated by rt@ticket.peer1.net
local delivery failed

The following text was generated during the delivery attempt:

------ pipe to |/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://ticket.peer1.net/
generated by rt@ticket.peer1.net ------

RT server error.

The RT server which handled your email did not behave as expected. It
said:

<contents of ~rt3/share/html/REST/1.0/NoAuth/mail-gateway>

For some reason Mason component that should handle ticket submission
(share/html/REST/1.0/NoAuth/mail-gateway) was not run, but instead
treated as regular file.

Kirill Miazine
mailto:km@krot.org
http://km.krot.org/

Apache 2, mod_perl. Everything else on the web interface works beautifully
with this combo (by the way, Jesse…from a long-time WebRT user…wicked
job on the web UI. Looks awesome.) It can send mails out. It just acts
funny on the way in.

Rob Mitzel wrote:

Apache 2, mod_perl. Everything else on the web interface works beautifully
with this combo

Good to hear that. However, can you explain why

http://ticket.peer1.net/REST/1.0/NoAuth/mail-gateway

is not handled as a Mason component?

Kirill Miazine
mailto:km@krot.org
http://km.krot.org/

HA!

Thank you VERY much, you jogged my memory. Here’s the portion from my
apache 2 httpd.conf file for RT:

<VirtualHost 66.199.173.201>
ServerName ticket.peer1.net
DocumentRoot /usr/local/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl

SetHandler perl-script

PerlHandler RT::Mason

<LocationMatch “”>
AddHandler perl-script .html .rt
PerlHandler RT::Mason

Now, first I got rid of SetHandler (just commented it for now), because that
wasn’t working. I added the AddHandler, but I couldn’t figure out how to get
it to do EVERYTHING in that VirtualHost as perl-script via Mason (yes, I
tried / in LocationMatch), so for now I just made it also recognize .rt,
then I moved mail-gateway to mail-gateway.rt (and also symlinked
mail-gateway to that in case I broke anything), and voila.

I know this is a serious, serious kludge, but I’ve been up for almost 24
hours, and I needed this to work. If anyone has a better suggestion, please
let me know. :slight_smile:

-Rob.

Rob Mitzel wrote:

HA!

Thank you VERY much, you jogged my memory. Here’s the portion from my
apache 2 httpd.conf file for RT:

<VirtualHost 66.199.173.201>
ServerName ticket.peer1.net
DocumentRoot /usr/local/rt3/share/html
AddDefaultCharset UTF-8
PerlModule Apache2 Apache::compat
PerlModule Apache::DBI
PerlRequire /usr/local/rt3/bin/webmux.pl

SetHandler perl-script

PerlHandler RT::Mason

<LocationMatch “”>
AddHandler perl-script .html .rt
PerlHandler RT::Mason

Now, first I got rid of SetHandler (just commented it for now), because that
wasn’t working.

How did not it work? Any error messages?

I added the AddHandler, but I couldn’t figure out how to get it to do
EVERYTHING in that VirtualHost as perl-script via Mason.

… together with SetHandler are the right tools
for that. But it wasn’t working you said.

Kirill Miazine, Stud. Jur.
Faculty of Law, University of Oslo

Rob Mitzel wrote:

Apache 2, mod_perl.

Bad juju. See

http://lists.fsck.com/pipermail/rt-devel/2003-March/003656.html
�|� http://www.bestpractical.com/rt – Trouble Ticketing. Free.

Actually, it’s being stress tested by the Network Operations staff today,
with no problems seen yet. It’s been a beaut.