Ticket creation fails

Matthias_Henze · December 19, 2012, 8:51am

Hi,

I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I will
not upgrade while there a no new Debian packages) and I use it with
fetchmail. A customer sent an message to me for which no ticket was
created but the mail got flushed. I noticed this accidentally. This
leads me to the conclusion that I can’t trust on RT creating tickets
from mails. The mail was sent by a recent Thunderbird on Windows XP.

If ticket creation fails for any reason mails should NOT be flushed.

Here are my logs:

Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at
mail.mhc.loc (84732 octets).

==> /var/log/syslog <==
Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER:
ungï¿œltige Byte-Sequenz fï¿œr Kodierung ï¿œUTF8ï¿œ: 0xc46e at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
Dec 19 09:35:15 server RT: RT::Handle=HASH(0xbb5abd0) couldn’t execute
the query ‘INSERT INTO Attachments (Subject, Filename, ContentType,
Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding,
TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)’ at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
522#012#011DBIx::SearchBuilder::Handle::SimpleQuery(‘RT::Handle=HASH(0xbb5abd0)’,
‘INSERT INTO Attachments (Subject, Filename, ContentType, Head…’, ‘’,
‘\x{c4}nderungen Internetseite Gesamt.pdf’, ‘application/pdf’,
‘Content-Type: application/pdf; name="\x{c3}\x{84}nderungen
Internetseit…’, 774, ‘’, 2332, …) called at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
357#012#011DBIx::SearchBuilder::Handle::Insert(‘RT::Handle=HASH(0xbb5abd0)’,
‘Attachments’, ‘Subject’, ‘’, ‘Filename’, ‘\x{c4}nderungen Internetseite
Gesamt.pdf’, ‘ContentType’, ‘application/pdf’, ‘Headers’, …) called at
/usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line
66#012#011DBIx::SearchBuilder::Handle::Pg::Insert(‘RT::Handle=HASH(0xbb5abd0)’,
‘Attachments’, ‘Subject’, ‘’, ‘ContentType’, ‘application/pdf’,
‘Filename’, ‘\x{c4}nderungen Internetseite Gesamt.pdf’, ‘Headers’, …)
called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1292#012#011DBIx::SearchBuilder::Record::Create(‘RT::Attachment=HASH(0xc7f81f8)’,
‘Subject’, ‘’, ‘Filename’, ‘\x{c4}nderungen Internetseite Gesamt.pdf’,
‘ContentType’, ‘application/pdf’, ‘Headers’, ‘Content-Type:
application/pdf; name="\x{c3}\x{84}nderungen Internetseit…’, …)
called at /usr/share/request-tracker4/lib/RT/Record.pm line
316#012#011RT::Record::Create(‘RT::Attachment=HASH(0xc7f81f8)’,
‘TransactionId’, 3587, ‘ContentType’, ‘application/pdf’,
‘ContentEncoding’, ‘base64’, ‘Parent’, 2332, …) called at
/usr/share/request-tracker4/lib/RT/Attachment.pm line
193#012#011RT::Attachment::Create(‘RT::Attachment=HASH(0xc7f81f8)’,
‘TransactionId’, 3587, ‘Parent’, 2332, ‘Attachment’,
‘MIME::Entity=HASH(0xc7db190)’) called at
/usr/share/request-tracker4/lib/RT/Attachment.pm line 172RT:
Dec 19 09:35:15 server RT: Attachment insert failed: FEHLER: ungï¿œltige
Byte-Sequenz fï¿œr Kodierung ï¿œUTF8ï¿œ: 0xc46e
(/usr/share/request-tracker4/lib/RT/Attachment.pm:206)
Dec 19 09:35:15 server RT: Attachment insert failed: FEHLER: ungï¿œltige
Byte-Sequenz fï¿œr Kodierung ï¿œUTF8ï¿œ: 0xc46e
(/usr/share/request-tracker4/lib/RT/Attachment.pm:178)
Dec 19 09:35:15 server RT: RT::Scrips=HASH(0xc7e9a48) couldn’t load
ticket 212 (/usr/share/request-tracker4/lib/RT/Scrips.pm:300)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 377.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:377)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 1828.
(/usr/share/request-tracker4/lib/RT/Ticket.pm:1828)
Dec 19 09:35:15 server RT: Use of uninitialized value $id in regexp
compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm
line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279)
Dec 19 09:35:15 server RT: Use of uninitialized value $id in
concatenation (.) or string at
/usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610)
Dec 19 09:35:16 server RT: Use of uninitialized value $id in regexp
compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm
line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279)
Dec 19 09:35:16 server RT: Use of uninitialized value $id in
concatenation (.) or string at
/usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610)
Dec 19 09:35:16 server RT: Couldn’t set e-Mail as value for CF
Tickettyp:Custom field Tickettyp not found ((eval 2827):11)
Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at
/usr/share/request-tracker4/lib/RT/Rule.pm line 65.
(/usr/share/request-tracker4/lib/RT/Rule.pm:65)
Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at
/usr/share/request-tracker4/lib/RT/Rule.pm line 65.
(/usr/share/request-tracker4/lib/RT/Rule.pm:65)
Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at
/usr/share/request-tracker4/lib/RT/Rule.pm line 65.
(/usr/share/request-tracker4/lib/RT/Rule.pm:65)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:182)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
rt-4.0.7-13659-1355906115-573.0-3-0@mhcsoftware.de #/3587 - Scrip 3 On
Create Autoreply To Requestors
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
rt-4.0.7-13659-1355906115-573.0-3-0@mhcsoftware.de No recipients
found. Not sending.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:182)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
rt-4.0.7-13659-1355906116-628.0-4-0@mhcsoftware.de #/3587 - Scrip 4 On
Create Notify AdminCcs
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
rt-4.0.7-13659-1355906116-628.0-4-0@mhcsoftware.de No recipients
found. Not sending.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:182)
Dec 19 09:35:16 server RT: Use of uninitialized value $ErrStr in join or
string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 695.
(/usr/share/request-tracker4/lib/RT/Ticket.pm:695)
Dec 19 09:35:16 server RT: Ticket couldn’t be created:
(/usr/share/request-tracker4/lib/RT/Ticket.pm:696)
Dec 19 09:35:16 server RT: Ticket could not be created due to an
internal error (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:245)
Dec 19 09:35:16 server RT: Could not record email: Ticket creation
failed: Ticket could not be created due to an internal error
(/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:75)
Dec 19 09:35:16 server RT: TransactionBatch was fired on a ticket that
no longer exists; unable to run scrips! Call ->ApplyTransactionBatch
before shredding the ticket, for consistent results.
(/usr/share/request-tracker4/lib/RT/Ticket.pm:3357)

==> /var/log/mail.log <==
Dec 19 09:35:16 server fetchmail[1498]: reading message
support@mail.mhc.loc:1 of 1 (84732 octets) flushed

MH

MHC SoftWare GmbH
Fichtera 17
96274 Itzgrund/Germany

voice: +49-(0)9533-92006-0
fax: +49-(0)9533-92006-6
e-mail: info@mhcsoftware.de

HR Coburg: B2242
Geschï¿œftsfï¿œhrer: Matthias Henze

Thomas_Sibley · December 19, 2012, 2:21pm

I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I will
not upgrade while there a no new Debian packages) and I use it with
fetchmail. A customer sent an message to me for which no ticket was
created but the mail got flushed. I noticed this accidentally. This
leads me to the conclusion that I can’t trust on RT creating tickets
from mails. The mail was sent by a recent Thunderbird on Windows XP.

If ticket creation fails for any reason mails should NOT be flushed.

I suspect your problem with unsuccessful mail being flushed is
fetchmail, not RT. Are you delivering directly to rt-mailgate from
fetchmail (using the mda option), or delivering to a real MTA like
postfix which then queues and handles delivery to rt-mailgate? The
latter is unsafe, as documented in man fetchmailrc, and the former is
recommended.

Here are my logs:

Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at
mail.mhc.loc (84732 octets).

==> /var/log/syslog <==
Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER:
ungültige Byte-Sequenz für Kodierung »UTF8«: 0xc46e at

This edge case is handled better by a branch in RT that should be in the
next release.

Martin_Wheldon · December 19, 2012, 2:07pm

Hi Matthias,

I have experienced the same issue in the past and would recommend that
you don’t use fetchmail, but
invoke the mail gate directly from your MTA as described in the
following link.

http://requesttracker.wikia.com/wiki/ManualEmailConfig

Regards

MartinOn 2012-12-19 14:21, Thomas Sibley wrote:

On 12/19/2012 12:51 AM, Matthias Henze wrote:

I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I
will
not upgrade while there a no new Debian packages) and I use it with
fetchmail. A customer sent an message to me for which no ticket was
created but the mail got flushed. I noticed this accidentally. This
leads me to the conclusion that I can’t trust on RT creating tickets
from mails. The mail was sent by a recent Thunderbird on Windows XP.

If ticket creation fails for any reason mails should NOT be flushed.

I suspect your problem with unsuccessful mail being flushed is
fetchmail, not RT. Are you delivering directly to rt-mailgate from
fetchmail (using the mda option), or delivering to a real MTA like
postfix which then queues and handles delivery to rt-mailgate? The
latter is unsafe, as documented in man fetchmailrc, and the former
is
recommended.

Here are my logs:

Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at
mail.mhc.loc (84732 octets).

==> /var/log/syslog <==
Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER:
ungültige Byte-Sequenz für Kodierung »UTF8«: 0xc46e at

This edge case is handled better by a branch in RT that should be in
the
next release.

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