Tickets being "LOST"

RT Users
1

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with
a Ticket number ) but when you go to the Queue, it is not there.

If you search it by Ticket number, it says error ticket not recorded.

This is now in Production after what I thought was INTENSE lab testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

2

In addition, if you reply to the Auto Reply email RT 3.6.1 generates, it
says Message not recorded.

Thanks

BFFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Tickets being “LOST”

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with
a Ticket number ) but when you go to the Queue, it is not there.

If you search it by Ticket number, it says error ticket not recorded.

This is now in Production after what I thought was INTENSE lab testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

3

Last observation:

It is NOT on every ticket or particular Queue.

It happens randomly.

BFFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Tickets being “LOST”

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies, ( with
a Ticket number ) but when you go to the Queue, it is not there.

If you search it by Ticket number, it says error ticket not recorded.

This is now in Production after what I thought was INTENSE lab testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

4

Bob -
Do you have logging setup? (RT_SiteConfig.pm, what are the
values for

    $LogToSyslog 
    $LogDir
    $LogToFileNamed

What do you see in the logs when this happens?On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:

Last observation:

It is NOT on every ticket or particular Queue.

It happens randomly.

BF

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Tickets being “LOST”

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
( with a Ticket number ) but when you go to the Queue, it is not
there.

If you search it by Ticket number, it says error ticket not recorded.

This is now in Production after what I thought was INTENSE lab
testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .

5

I left the defaults of log to rt log in RT_Siteconfig.
I can find nothing logged.

Also, It appeared I could not “reopen” a resolved ticket via an email
response, but it does, it just takes like 30 minutes.

Not sure what I did wrong.From: Ole Craig [mailto:ocraig@stillsecure.com]
Sent: Friday, August 25, 2006 8:20 PM
To: Farrell,Bob
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Bob -
Do you have logging setup? (RT_SiteConfig.pm, what are the
values for

    $LogToSyslog 
    $LogDir
    $LogToFileNamed

What do you see in the logs when this happens?

6

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , ‘debug’);
Set($LogDir, ‘/var/log’);
Set($LogToFileNamed , “rt.log”);On Fri, 2006-08-25 at 22:27 -0400, Farrell,Bob wrote:

I left the defaults of log to rt log in RT_Siteconfig.
I can find nothing logged.

Also, It appeared I could not “reopen” a resolved ticket via an email
response, but it does, it just takes like 30 minutes.

Not sure what I did wrong.

-----Original Message-----
From: Ole Craig [mailto:ocraig@stillsecure.com]
Sent: Friday, August 25, 2006 8:20 PM
To: Farrell,Bob
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Bob -
Do you have logging setup? (RT_SiteConfig.pm, what are the
values for

    $LogToSyslog 
    $LogDir
    $LogToFileNamed

What do you see in the logs when this happens?

On Fri, 2006-08-25 at 20:14 -0400, Farrell,Bob wrote:

Last observation:

It is NOT on every ticket or particular Queue.

It happens randomly.

BF

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Tickets being “LOST”

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
( with a Ticket number ) but when you go to the Queue, it is not
there.

If you search it by Ticket number, it says error ticket not recorded.

This is now in Production after what I thought was INTENSE lab
testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .

7

Will do. Also, I “thought” you could add correspondence via RT when
resolving a ticket. It just gives the canned template.

I can only converse via email with reply in RT from the interface.

Was it always that way ?From: Ole Craig [mailto:ocraig@stillsecure.com]
Sent: Friday, August 25, 2006 10:36 PM
To: Farrell,Bob
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , ‘debug’);
Set($LogDir, ‘/var/log’);
Set($LogToFileNamed , “rt.log”);

I left the defaults of log to rt log in RT_Siteconfig.
I can find nothing logged.

Also, It appeared I could not “reopen” a resolved ticket via an email
response, but it does, it just takes like 30 minutes.

Not sure what I did wrong.

-----Original Message-----
From: Ole Craig [mailto:ocraig@stillsecure.com]
Sent: Friday, August 25, 2006 8:20 PM
To: Farrell,Bob
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Bob -
Do you have logging setup? (RT_SiteConfig.pm, what are the
values for

    $LogToSyslog 
    $LogDir
    $LogToFileNamed

What do you see in the logs when this happens?

Last observation:

It is NOT on every ticket or particular Queue.

It happens randomly.

BF

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Tickets being “LOST”

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
( with a Ticket number ) but when you go to the Queue, it is not
there.

If you search it by Ticket number, it says error ticket not
recorded.

This is now in Production after what I thought was INTENSE lab
testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .

8

I have the log settings you have below, and nothing is logged.

What’s up with that ?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 11:14 PM
To: Ole Craig
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Will do. Also, I “thought” you could add correspondence via RT when
resolving a ticket. It just gives the canned template.

I can only converse via email with reply in RT from the interface.

Was it always that way ?

From: Ole Craig [mailto:ocraig@stillsecure.com]
Sent: Friday, August 25, 2006 10:36 PM
To: Farrell,Bob
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Bob -
Suggest you start logging at a finer level, e.g.:
Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , ‘debug’);
Set($LogDir, ‘/var/log’);
Set($LogToFileNamed , “rt.log”);

I left the defaults of log to rt log in RT_Siteconfig.
I can find nothing logged.

Also, It appeared I could not “reopen” a resolved ticket via an email
response, but it does, it just takes like 30 minutes.

Not sure what I did wrong.

-----Original Message-----
From: Ole Craig [mailto:ocraig@stillsecure.com]
Sent: Friday, August 25, 2006 8:20 PM
To: Farrell,Bob
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Tickets being “LOST”

Bob -
Do you have logging setup? (RT_SiteConfig.pm, what are the
values for

    $LogToSyslog 
    $LogDir
    $LogToFileNamed

What do you see in the logs when this happens?

Last observation:

It is NOT on every ticket or particular Queue.

It happens randomly.

BF

From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
Farrell,Bob
Sent: Friday, August 25, 2006 7:25 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Tickets being “LOST”

I am getting a symptom on RT 3.6.1 where the RT box Auto Replies,
( with a Ticket number ) but when you go to the Queue, it is not
there.

If you search it by Ticket number, it says error ticket not
recorded.

This is now in Production after what I thought was INTENSE lab
testing.

Any ideas?

This is an EMERGENCY type situation, so any input is greatly
appreciated.

Bob Farrell

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.

Buy a copy at http://rtbook.bestpractical.com
/Ole Craig
Security Engineer
Team lead, customer support

303-381-3802 (main support hotline)
303-381-3824 (my direct line)
303-381-3801 (fax)

www.stillsecure.com
. . .
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com