Serious problem, mails still not being sent

Simon_Woodward1 · January 21, 2002, 12:55pm

Hi All,

Okay, I mailed this again last week, but the problem is still there, and
it will be getting to the point soon where we will have to abandon RT if
we cannot solve this issue.

I now have one particular ticket where every single time you reply, the
mail IS NOT sent to the customer, no entry appears in the log and it
looks like RT does not even try.

I have tried sendmail and sendmailpipe (currently using pipe again) …
check my email from last Wednesday (Subject Wierdness) for the rest of
the config …

This is not good, and bosses are obviously not happy.

Please help.

(If I knew how to get any debug info out of RT for a start this would
help !)

Thanks,

Simon.

Bruce_Campbell · January 21, 2002, 2:54pm

Okay, I mailed this again last week, but the problem is still there, and
it will be getting to the point soon where we will have to abandon RT if
we cannot solve this issue.

Unfortunately, I suspect that if you cannot replicate the problem (as per
Jesse’s reply), providing a fix is somewhat difficult.

I now have one particular ticket where every single time you reply, the
mail IS NOT sent to the customer, no entry appears in the log and it
looks like RT does not even try.

As a suggestion, try setting the following in config.pm:

$LogToFile = 'debug';	# Log pretty much everything

Depending on what $LogToFileNamed is set to, you will end up with a large
file in $LogDir named ‘rt.log..’ when you try to reply to a
customer (should contain the relevant ticketID).

That may produce some helpful results. If its not obvious, paste it here
and the vultures^Wusers will take it apart.

Of course, Jesse does provide support contracts for RT

Obvious questions would be, is there anything obviously wrong with the
customer’s email address (charset odd, non-resolving hostname etc), have
you checked the systems syslog files for any error messages that sendmail
might be generating (etc).

(If I knew how to get any debug info out of RT for a start this would
help !)

( Its in the Docs! )

Regards,

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

Simon_Woodward1 · January 24, 2002, 8:47am

Unfortunately, I suspect that if you cannot replicate the problem (as per
Jesse’s reply), providing a fix is somewhat difficult.

Replicating it has always been a problem, since it is so few its only
when we get a complaint we have known about it.

This said, I do now have at least one ticket that never gets any replies
sent … however nothing appears in the RT debug logs (or certainly that
ticket number does not appear anywhere) and nothing appears in the qmail
logs, so the ticket system isn’t even trying.

I have just had my attention drawn to a second one, which has been the
first complete one since I have enabled debugging (ie from the arrival
of the ticket) … all I have for this one in the RT debug logs is:

root@cropton:/var/log/rt# grep 4181 *
rt.log.12170.101:Found a ticket ID. It’s 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, line 30.
rt.log.12334.101:Found a ticket ID. It’s 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, line 28.
rt.log.12449.101:Found a ticket ID. It’s 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, line 27.
rt.log.12837.101:Found a ticket ID. It’s 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, line 26.
rt.log.12883.101:Found a ticket ID. It’s 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, line 28.

and that is it … no replies, nothing in qmail logs, nothing received
by customer.

Obvious questions would be, is there anything obviously wrong with the
customer’s email address (charset odd, non-resolving hostname etc), have
you checked the systems syslog files for any error messages that sendmail
might be generating (etc).

There is nothing wrong with the charset or the email address, this would
have been clear, I would also have expected an attempted delivery
(unless RT has some checks to prevent it sending out malformed addresses
to the MTA) however there is nothing.

Nothing appears in the qmail logs or any of the system logs.

Simon.

Simon_Woodward1 · January 24, 2002, 9:27am

The problem is definatley related to the specific ticket and not the
address.

I have tested the following:

Reply on broken ticket : same problem
Add a second requester : same problem
Delete original requester, leave new one : same problem
Create new ticket and merge old to new then reply : works

Go figure ?

Simon.

Bruce_Campbell · January 24, 2002, 10:02am

Unfortunately, I suspect that if you cannot replicate the problem (as per
Jesse’s reply), providing a fix is somewhat difficult.

Replicating it has always been a problem, since it is so few its only
when we get a complaint we have known about it.

This said, I do now have at least one ticket that never gets any replies
sent … however nothing appears in the RT debug logs (or certainly that
ticket number does not appear anywhere) and nothing appears in the qmail
logs, so the ticket system isn’t even trying.

I have just had my attention drawn to a second one, which has been the
first complete one since I have enabled debugging (ie from the arrival
of the ticket) … all I have for this one in the RT debug logs is:

root@cropton:/var/log/rt# grep 4181 *
rt.log.12170.101:Found a ticket ID. It’s 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, line 30.

A look at the full contents of this file would be useful.

and that is it … no replies, nothing in qmail logs, nothing received
by customer.

                         Bruce Campbell                            RIPE
               Systems/Network Engineer                             NCC
             www.ripe.net - PGP562C8B1B                      Operations

Simon_Woodward1 · January 24, 2002, 10:09am

A look at the full contents of this file would be useful.

One file:

Found a ticket ID. It’s 4181Use of uninitialized value in join at
/usr/local/rt2
/lib/RT/Ticket.pm line 1182, line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182, line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 30.

And another:

Found a ticket ID. It’s 4181Use of uninitialized value in join at
/usr/local/rt2
/lib/RT/Ticket.pm line 1182, line 28.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 28.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 28.
Use of uninitialized value in concatenation (.) at
/usr/lib/perl5/site_perl/DBIx
/SearchBuilder/Record/Cachable.pm line 188, line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 28.
Use of uninitialized value in join at /usr/local/rt2/lib/RT/Ticket.pm
line 1182,
line 28.
Permission Denied

Many thanks.

Simon.