Why my rt4 loop create new ticket or reply ticket from the same email

RT Users
1

Sir,

Upgraded from 3.8 to rt4 at debian6 + postfix, but my new rt4 create
new tickets from loop emails. For example, if people email “hello” to
rt4, then rt4 will created ticket #2, and after some minute, rt4 will
create ticket#5 or other new tickets with the same email content. More
emails are being sent out from rt, and most of them are the same
content.

I tried to check RT configure, postfix configure and apache configure
files. Still can not find solution. Do you have advise?

Thank you.

Jia

2

Nectar,

Anytime RT gets an email with no reference to an existing ticket number in
the subject field it will create a new ticket.

Kenn
Crocker Consulting ServicvesOn Sat, Dec 17, 2011 at 2:00 AM, nectar nectar020@gmail.com wrote:

Sir,

Upgraded from 3.8 to rt4 at debian6 + postfix, but my new rt4 create
new tickets from loop emails. For example, if people email “hello” to
rt4, then rt4 will created ticket #2, and after some minute, rt4 will
create ticket#5 or other new tickets with the same email content. More
emails are being sent out from rt, and most of them are the same
content.

I tried to check RT configure, postfix configure and apache configure
files. Still can not find solution. Do you have advise?

Thank you.

–
Jia

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012
3

Sir,

Upgraded from 3.8 to rt4 at debian6 + postfix, but my new rt4 create
new tickets from loop emails. For example, if people email “hello” to
rt4, then rt4 will created ticket #2, and after some minute, rt4 will
create ticket#5 or other new tickets with the same email content. More
emails are being sent out from rt, and most of them are the same
content.

I tried to check RT configure, postfix configure and apache configure
files. Still can not find solution. Do you have advise?

Either something wrong with mail delivery system. Also, it’s possible
that RTAddressRegexp option is not configured properly and RT mails
itself.

Thank you.

–
Jia

RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Best regards, Ruslan.

4

create ticket#5 or other new tickets with the same email content. More
…
I tried to check RT configure, postfix configure and apache configure
files. Still can not find solution. Do you have advise?

I had such behavior, when my MTA (in my case exim, not postfix)
always believed the delivery had failed and retried forever.
So try to find out, which returncode comes from rt’s mailgate,
and which returncodes postfix does accept as ‘correctly delivered’.

Stucki

Christoph von Stuckrad * * |nickname |Mail stucki@mi.fu-berlin.de
Freie Universitaet Berlin |/_*|‘stucki’ |Tel(Mo.,Mi.):+49 30 838-75 459|
Mathematik & Informatik EDV |\ *|if online| (Di,Do,Fr):+49 30 77 39 6600|
Takustr. 9 / 14195 Berlin * * |on IRCnet|Fax(home): +49 30 77 39 6601/

5

Christonph,

Thanks for you reply. But I do not know how to test, tried to test
rt-mailgate, get blow information.

echo tr-lai |/opt/rt4/bin/rt-mailgate --queue sales --action

correspond --url https://domain/rt --debug
/opt/rt4/bin/rt-mailgate: temp file is ‘/tmp/SjjXGauJZ7/SzAAaaBYHJ’
/opt/rt4/bin/rt-mailgate: connecting to
https://domain/rt/REST/1.0/NoAuth/mail-gateway
An Error Occurred

500 read failed:

/opt/rt4/bin/rt-mailgate: undefined server error

LiuJia

6

Christonph,

Thanks for you reply. But I do not know how to test, tried to test
rt-mailgate, get blow information.

echo tr-lai |/opt/rt4/bin/rt-mailgate --queue sales --action

tr-lai is not a valid mail message, so this will never work.
You must write a simple valid email to test with using cat or <

body

-kevin