Unable to create a ticket

Hi

I have a fresh install of RT 3.0.11 on Tao Linux running on Postgres and modperl1. When I try to create a ticket , i get the following error

error: Unrecognised line: xyz@intelsat.com at /opt/rt3/lib/RT/EmailParser.pm line 404
context: … 187: # whether they should generate a full stack trace (confess() and cluck())188: # or simply report the caller’s package (croak() and carp()), respectively.189: # confess() and croak() die, carp() and cluck() warn.190: 191: sub croak { die shortmess @_ }192: sub confess { die longmess @_ }193: sub carp { warn shortmess @_ }194: sub cluck { warn longmess @_ }195: … code stack: /usr/lib/perl5/5.8.0/Carp.pm:191
/usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122
/usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182
/opt/rt3/lib/RT/EmailParser.pm:404
/opt/rt3/lib/RT/User_Overlay.pm:599
/opt/rt3/lib/RT/Ticket_Overlay.pm:487
/opt/rt3/lib/RT/Interface/Web.pm:346
/opt/rt3/share/html/Ticket/Display.html:72
/opt/rt3/share/html/Ticket/Create.html:255
/opt/rt3/share/html/autohandler:196

raw error:

Unrecognised line: xyz@intelsat.com at /opt/rt3/lib/RT/EmailParser.pm line 404

Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception(‘Unrecognised line: xyz@intelsat.com at /opt/rt3/lib/RT/EmailParser.pm line 404^J’) called at /usr/lib/perl5/5.8.0/Carp.pm line 191
Carp::croak(‘Unrecognised line: xyz@intelsat.com’) called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122
Mail::Address::_tokenise(‘xyz@intelsat.com’) called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182
Mail::Address::parse(‘Mail::Address’, ‘xyz@intelsat.com’) called at /opt/rt3/lib/RT/EmailParser.pm line 404
RT::EmailParser::ParseAddressFromHeader(’’, ‘xyz@intelsat.com’) called at /opt/rt3/lib/RT/User_Overlay.pm line 599
RT::User::LoadOrCreateByEmail(‘RT::User=HASH(0x9542d3c)’, ‘xyz@intelsat.com’) called at /opt/rt3/lib/RT/Ticket_Overlay.pm line 487
RT::ticket::Create(‘RT::Ticket=HASH(0x952d4dc)’, ‘Requestor’, ‘ARRAY(0x85f6dac)’, ‘TimeEstimated’, undef, ‘Cc’, ‘ARRAY(0x85f6e0c)’, ‘Subject’, ‘test’, ‘Status’, ‘new’, ‘FinalPriority’, 0, ‘TimeLeft’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘ARRAY(0x85f6e6c)’, ‘Owner’, ‘’, ‘MIMEObj’, ‘MIME::Entity=HASH(0x9539e0c)’, ‘InitialPriority’, 0, ‘Starts’, ‘1970-01-01 00:00:00’, ‘TimeWorked’, ‘’, ‘Due’, ‘1970-01-01 00:00:00’) called at /opt/rt3/lib/RT/Interface/Web.pm line 346
HTML::Mason::Commands::CreateTicket(‘Attachments’, undef, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /opt/rt3/share/html/Ticket/Display.html line 72
HTML::Mason::Commands::ANON(‘Owner’, ‘’, ‘DependsOn-new’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘Cc’, ‘’, ‘InitialPriority’, 0, ‘new-MemberOf’, ‘’, ‘Subject’, ‘test’, ‘Starts’, ‘’, ‘MemberOf-new’, ‘’, ‘Attach’, ‘’, ‘Status’, ‘new’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘TimeWorked’, ‘’, ‘new-DependsOn’, ‘’, ‘Content’, ‘test’, ‘TimeLeft’, ‘’, ‘RefersTo-new’, ‘’, ‘id’, ‘new’, ‘Queue’, ‘General’, ‘Due’, ‘’, ‘AdminCc’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x95324b8)’, ‘Owner’, ‘’, ‘DependsOn-new’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘Cc’, ‘’, ‘InitialPriority’, 0, ‘new-MemberOf’, ‘’, ‘Subject’, ‘test’, ‘Starts’, ‘’, ‘MemberOf-new’, ‘’, ‘Attach’, ‘’, ‘Status’, ‘new’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘TimeWorked’, ‘’, ‘new-DependsOn’, ‘’, ‘Content’, ‘test’, ‘TimeLeft’, ‘’, ‘RefersTo-new’, ‘’, ‘id’, ‘new’, ‘Queue’, ‘General’, ‘Due’, ‘’, ‘AdminCc’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074
eval {…} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, ‘Owner’, ‘’, ‘DependsOn-new’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘Cc’, ‘’, ‘InitialPriority’, 0, ‘new-MemberOf’, ‘’, ‘Subject’, ‘test’, ‘Starts’, ‘’, ‘MemberOf-new’, ‘’, ‘Attach’, ‘’, ‘Status’, ‘new’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘TimeWorked’, ‘’, ‘new-DependsOn’, ‘’, ‘Content’, ‘test’, ‘TimeLeft’, ‘’, ‘RefersTo-new’, ‘’, ‘id’, ‘new’, ‘Queue’, ‘General’, ‘Due’, ‘’, ‘AdminCc’, ‘’) called at /opt/rt3/share/html/Ticket/Create.html line 255
HTML::Mason::Commands::ANON(‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘new-RefersTo’, ‘’, ‘FinalPriority’, 0, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x8c90ec0)’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘new-RefersTo’, ‘’, ‘FinalPriority’, 0, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074
eval {…} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘new-RefersTo’, ‘’, ‘FinalPriority’, 0, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760
HTML::Mason::Request::call_next(‘HTML::Mason::Request::ApacheHandler=HASH(0x91d46fc)’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘FinalPriority’, 0, ‘new-RefersTo’, ‘’, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /opt/rt3/share/html/autohandler line 196
HTML::Mason::Commands::ANON(‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘new-RefersTo’, ‘’, ‘FinalPriority’, 0, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run(‘HTML::Mason::Component::FileBased=HASH(0x8c921e0)’, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘new-RefersTo’, ‘’, ‘FinalPriority’, 0, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069
eval {…} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068
HTML::Mason::Request::comp(undef, undef, undef, ‘Status’, ‘new’, ‘new-DependsOn’, ‘’, ‘Queue’, ‘General’, ‘AdminCc’, ‘’, ‘Requestors’, ‘xyz@intelsat.com’, ‘InitialPriority’, 0, ‘Starts’, ‘’, ‘Attach’, ‘’, ‘TimeWorked’, ‘’, ‘id’, ‘new’, ‘Cc’, ‘’, ‘Subject’, ‘test’, ‘new-RefersTo’, ‘’, ‘FinalPriority’, 0, ‘RefersTo-new’, ‘’, ‘TimeLeft’, ‘’, ‘DependsOn-new’, ‘’, ‘Owner’, ‘’, ‘new-MemberOf’, ‘’, ‘MemberOf-new’, ‘’, ‘Content’, ‘test’, ‘Due’, ‘’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
eval {…} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338
eval {…} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297
HTML::Mason::Request::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x91d46fc)’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
eval {…} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134
HTML::Mason::Request::ApacheHandler::exec(‘HTML::Mason::Request::ApacheHandler=HASH(0x91d46fc)’) called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792
HTML::Mason::ApacheHandler::handle_request(‘HTML::Mason::ApacheHandler=HASH(0x91d5b90)’, ‘Apache=SCALAR(0x91d5824)’) called at /opt/rt3/bin/webmux.pl line 138
eval {…} at /opt/rt3/bin/webmux.pl line 138
RT::Mason::handler(‘Apache=SCALAR(0x91d5824)’) called at /dev/null line 0
eval {…} at /dev/null line 0

I see that this error has been raised before in the mailing list but no one has replied to it.

What am I missing here.

Thanks in advance

Chimbu

Yahoo! India Matrimony: Find your partner online.

I have a fresh install of RT 3.0.11 on Tao Linux running on Postgres and modperl1. When I try to create a ticket , i get the following error
(…)

Unrecognised line: xyz@intelsat.com at /opt/rt3/lib/RT/EmailParser.pm line 404
(…)
I see that this error has been raised before in the mailing list but no one has replied to it.

Ok. The problem is with perl-5.8.0, take a look at the bottom of:

http://rt3.fsck.com/Ticket/Display.html?id=5286&user=guest&pass=guest

the full explanation is here:

http://lists.fsck.com/pipermail/rt-devel/2004-April/005725.html

and the solution is:

  1. upgrade to perl-5.8.3 or later (Recommended)
  2. apply the attached patch.

Regards,

Paulo Matos

|Sys & Net Admin | Servi�o de Inform�tica |
|Faculdade de Ci�ncias e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |


rt-3.0.11-Autocreation_with_name_WorkAround_for_perl5.8.0.patch (1.63 KB)

I got around the problem by going back a version interms of RT.
I installed RT3.0.10 and it works fine

Thanks for the help.

regards
Chimbu

I have a fresh install of RT 3.0.11 on Tao Linux running on Postgres and modperl1. When I try to create a ticket , i get the following error
(…)

Unrecognised line: xyz@intelsat.com at /opt/rt3/lib/RT/EmailParser.pm line 404
(…)
I see that this error has been raised before in the mailing list but no one has replied to it.

Ok. The problem is with perl-5.8.0, take a look at the bottom of:

http://rt3.fsck.com/Ticket/Display.html?id=5286&user=guest&pass=guest

the full explanation is here:

http://lists.fsck.com/pipermail/rt-devel/2004-April/005725.html

and the solution is:

  1. upgrade to perl-5.8.3 or later (Recommended)
  2. apply the attached patch.

Regards,

Paulo Matos


|Sys & Net Admin | Servi�o de Inform�tica |
|Faculdade de Ci�ncias e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |
----------------------------------- ----------------------------------#

rt-3.0.11-Autocreation_with_name_WorkAround_for_perl5.8.0.patch

NOTE: This should only be applied as a workaround if you use perl >= 5.8.0

or <= 5.8.2.

* 2004.06.17 Paulo Matos

- Updated to apply directly to stock 3.0.11.

* 2004.04.27 Paulo Matos

- Added Encode::_utf8_off so it won’t broke Mail::Address

parse() function.

diff -uNr rt-3.0.11.orig/lib/RT/Queue_Overlay.pm rt-3.0.11/lib/RT/Queue_Overlay.pm
— rt-3.0.11.orig/lib/RT/Queue_Overlay.pm 2004-05-24 03:14:26.000000000 +0100
+++ rt-3.0.11/lib/RT/Queue_Overlay.pm 2004-06-17 02:17:43.000000000 +0100
@@ -49,6 +49,7 @@
use RT::Groups;
use RT::ACL;
use RT::EmailParser;
+use Encode;

@ACTIVE_STATUS = qw(new open stalled);
@@ -605,6 +606,7 @@

if the user doesn’t exist, we need to create a new user

my $new_user = RT::User->new($RT::SystemUser);

  • Encode::_utf8_off($args{‘Email’});
    my ( $Address, $Name ) =
    RT::EmailParser::ParseAddressFromHeader(’’, $args{‘Email’});

diff -uNr rt-3.0.11.orig/lib/RT/User_Overlay.pm rt-3.0.11/lib/RT/User_Overlay.pm
— rt-3.0.11.orig/lib/RT/User_Overlay.pm 2004-04-26 23:14:44.000000000 +0100
+++ rt-3.0.11/lib/RT/User_Overlay.pm 2004-06-17 02:18:59.000000000 +0100
@@ -54,6 +54,7 @@
use RT::Principals;
use RT::ACE;
use RT::EmailParser;
+use Encode;

{{{ sub _Accessible

@@ -596,6 +597,7 @@

my ($val, $message);

  • Encode::_utf8_off($email);
    my ( $Address, $Name ) =
    RT::EmailParser::ParseAddressFromHeader(’’, $email);
    $email = $Address;

Yahoo! India Matrimony: Find your partner online.

chimbu> I got around the problem by going back a version interms of RT.
chimbu> I installed RT3.0.10 and it works fine

Obviously… thew patch adding this feature was only added on rt-3.0.11!

Paulo Matos

|Sys & Net Admin | Servi�o de Inform�tica |
|Faculdade de Ci�ncias e Tecnologia | Tel: +351-21-2948596 |
|Universidade Nova de Lisboa | Fax: +351-21-2948548 |
|P-2829-516 Caparica | e-Mail: pjsm@fct.unl.pt |