Same Ticket Mail Notification

RT Users
1

Hello,
I have this ticket that was recreating itself on RT UI from fetchmail. Manually forced the mail to be read status. Now the ticket is no longer recreating on UI but keeps sending mail notifications about the ticket creation to requestors after like 10 min.

Setup overview
RT 5.5.0
Fetchmail
Msmtp

Any insights on how to stop the particular ticket mail notification will be helpful. Restarting RT does not fix it and I don’t think msmtp runs as a service to restart.

Thanks

2

Are the emails just queued somewhere? Can you clear that queue in whatever outgoing email service you use?

3

@knation nice insight, let me check on that

4

Or is it that RT is actively generating new emails?If so you’d need to see the logs and see which action is creating the emails, is it a ticket create or some kind of rogue update

5

This is the RT log each time the mail is sent
xxxx = ticketnumber

To: additionalmail@email.com
Reply-To: rt@email.com
X-RT-Originator: requastor@mail.com
Subject: Re: [Company Support #XXXX] FW: TICKET SUBJECT HERE
X-RT-Ticket: Company Support #XXXX
Content-Type: multipart/mixed; boundary="----------=_1650376729-4163986-34" (/opt/rt5/sbin/../lib/RT/Action/SendEmail.pm:708)
[4163986] [Tue Apr 19 13:58:51 2022] [debug]: Got user mail preference 'Individual messages' for user ccuser@email.com (/opt/rt5/sbin/../lib/RT/Action/SendEmail.pm:722)
[4163986] [Tue Apr 19 13:58:51 2022] [debug]: Removing deferred recipients from Cc: line (/opt/rt5/sbin/../lib/RT/Action/SendEmail.pm:731)
[4163986] [Tue Apr 19 13:58:51 2022] [debug]: Setting deferred recipients for attribute creation (/opt/rt5/sbin/../lib/RT/Action/SendEmail.pm:740)
[4163986] [Tue Apr 19 13:58:51 2022] [debug]: Working on mailfield Bcc; recipients are  (/opt/rt5/sbin/../lib/RT/Action/SendEmail.pm:701)
[4163986] [Tue Apr 19 13:58:51 2022] [debug]: X-RT-Loop-Prevention: Company Support
In-Reply-To: <GV2PR02MB867387D4FFAA7B1AE931AF2AE5F29@GV2PR02MB8673.eurprd02.prod.outlook.com>
X-Managed-BY: RT 5.0.0 (http://www.bestpractical.com/rt/)
CC: ccuser@email.com
Message-ID: <rt-5.0.0-4163986-1650376729-749.3739-5-0@support.Company.com>
From: "RT USER via RT" <rt@email.com>
References: <RT-Ticket-XXXX@support.Company.com>
 <GV2PR02MB867325D82834B7F14C692206E5ED9@GV2PR02MB8673.eurprd02.prod.outlook.com> <rt-5.0.0-4067930-1649768895-1968.3739-5-0@support.Company.com> <AS8PR05MB76218F1C113E606D4B89478C8EED9@AS8PR05MB7621.eurprd05.prod.outlook.com> <AS8PR05MB76211AC65B3DAF96781ED87C8EED9@AS8PR05MB7621.eurprd05.prod.outlook.com> <AS8PR05MB7621F8AA7BA1392758E911B18EF29@AS8PR05MB7621.eurprd05.prod.outlook.com> <rt-5.0.0-4159759-1650347618-176.3739-3-0@support.Company.com> <GV2PR02MB867387D4FFAA7B1AE931AF2AE5F29@GV2PR02MB8673.eurprd02.prod.outlook.com>
6

uhm, just curious, I use msmtp as smtp client, should the mail queue be on the RT server or mail server?

7

Are the emails all from the same ticket? Are there autoreplies or something coming back?

uhm, just curious, I use msmtp as smtp client, should the mail queue be on the RT server or mail server?

I am not sure, is there a flush command associated with msmtp?