Self-spawning tickets

Hello!

I’ve written about this in the past but we still haven’t found a
solution. I’m writing again in the hopes that new eyes will see it and
perhaps know what our problem is.

Whenever someone writes into our RT system with an attachment, the
system generates a new ticket once every hour. If a person sends in an
attachment into an existing ticket, it continues to add the
comment/correspondance to that ticket every hour. In neither case does
the attachment actually get added to the ticket… just the
comment/correspondance text. Also, according to mail logs, the message
goes in only once, and the ticketing system does not send out any mail
about the self-spawned tickets like it would normally.

When these things happen, the following seems to stop the spawning:

service httpd stop; service postgresql stop; find
/usr/local/rt2/WebRT/data -type f -print -exec rm -f {} ; >
/tmp/masonCleanup.4.log; service postgresql start; service httpd start

(note: five commands, all one line, seperated by semicolons)

Clearing out the WebRT data directory by iself doesn’t seem to work,
neither does restarting the web and/or postgres server by itself.
Since clearing the WebRT data is part of the workaround, I can only
guess that this is a WebRT bug (?).

Does anyone have any pointers? If not, thanks for taking the time to
read this.

–Andy

Hello!

I’ve written about this in the past but we still haven’t found a
solution. I’m writing again in the hopes that new eyes will see it
and perhaps know what our problem is.

Whenever someone writes into our RT system with an attachment, the
system generates a new ticket once every hour.

This is a total guess, but is the mail still in your mailqueue when
this is happening?

-Robin

http://www.digitalkingdom.org/~rlpowell/ BTW, I’m male, honest.
le datni cu djica le nu zifre .iku’i .oi le so’e datni cu to’e te pilno
je xlali – RLP http://www.lojban.org/

Yes!

Originally I had thought: no. It was one of the first things I checked.
For reach mail alias we have, the message goes into a log as well as
into RT:

swhelp:
"/usr/local/rt2.0.13/logs/software_correspondence.log","|/usr/local/rt2.0.13/bin/rt-mailgate --queue software --action correspond"

I figured that if the mailserver were trying to deliver it over and over
again, it would show up multiple times in the
"software_correspondence.log"… But looking at the actual mailqueue on
the local system, there are messages still stuck in there and they look
to be related to the spawning tickets.

According to the mailq statement:

g3RFKOGM016500 147073 Sat Apr 27 08:20 <[clipped]>
(mailer prog died with signal 11)
"|/usr/local/rt2.0.13/bin/rt-mailgate
Total requests: 2

So I guess my next question is : why is the mailgate dying on signal 11
on messages with attachments?

–Andy

p.s. THanks Robin! I thought I had that covered but apparently not.On Mon, 2002-04-29 at 11:52, Robin Lee Powell wrote:

On Mon, Apr 29, 2002 at 11:38:38AM -0700, Andy Moran wrote:

Hello!

I’ve written about this in the past but we still haven’t found a
solution. I’m writing again in the hopes that new eyes will see it
and perhaps know what our problem is.

Whenever someone writes into our RT system with an attachment, the
system generates a new ticket once every hour.

This is a total guess, but is the mail still in your mailqueue when
this is happening?

-Robin


http://www.digitalkingdom.org/~rlpowell/ BTW, I’m male, honest.
le datni cu djica le nu zifre .iku’i .oi le so’e datni cu to’e te pilno
je xlali – RLP http://www.lojban.org/


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Yes!

Originally I had thought: no. It was one of the first things I
checked. For reach mail alias we have, the message goes into a log as
well as into RT:
[snip]
I figured that if the mailserver were trying to deliver it over and
over again, it would show up multiple times in the
"software_correspondence.log"…

Nope, seperate deliveries.

Heh. I may not know RT, but mail I know. 8)

But looking at the actual mailqueue on the local system, there are
messages still stuck in there and they look to be related to the
spawning tickets.

According to the mailq statement:

g3RFKOGM016500 147073 Sat Apr 27 08:20 <[clipped]>
(mailer prog died with signal 11)
"|/usr/local/rt2.0.13/bin/rt-mailgate
Total requests: 2

So I guess my next question is : why is the mailgate dying on signal 11
on messages with attachments?

A possibility is that your attachment size is above your MTA’s legal
size. You should cheque the queue files and make sure the attachment is
still there.

If it’s an RT problem, can’t help you.

p.s. THanks Robin! I thought I had that covered but apparently not.

NP.

-Robin

http://www.digitalkingdom.org/~rlpowell/ BTW, I’m male, honest.
le datni cu djica le nu zifre .iku’i .oi le so’e datni cu to’e te pilno
je xlali – RLP http://www.lojban.org/