I have a RT 3.4.5 server (running on RHEL 4) that is heavily used and has been in production for a couple of years now. It has held up very well during this time, I have never seen any tickets, correspondence, or anything go missing without an explanation, such as getting caught in a spam filter or being deleted by a careless user.
Yesterday, however, my supervisor sent e-mail corresponence to the RT server on an existing ticket, and it never showed up in the ticket or anywhere else in the RT database. He sent the e-mail at approximately 10:17 AM, and sure enough it shows up in the RT server's maillog as being delivered to the rt-mailgate command, which shows up properly in the httpd logs: 128.36.236.82 - - [19/Mar/2008:10:17:25 -0400] "POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 383 "-" "libwww-perl/5.79" However, the correspondence was never entered into the ticket. It just disappeared! I do nightly database dumps, and a grep of this morning's database dump revealed that the correspondence never made it into the RT mysql database at all. I've checked the RT log, for which I have "warning" logging enabled, but there's no errors or warnings anywhere near 10:17 AM. There are no errors in apache's error_log near that time either. I've checked the RT server's root mail (which receives bounces and other misdirected mail), but its not in there either. The maillog indicates that no mail was sent back to my supervisor anywhere near this time, so he never received an "undeliverable mail" message either. There appears to be nothing else wrong with the RT server at all besides this one piece of missing correspondence. Other tickets were successfully created and commented on within minutes of 10:17 AM. I was able to correspond via e-mail on the ticket in question using the exact same subject line as my supervisor with no problem. I had my supervisor reply vi e-mail to other tickets in the same queue with no issues. Its just this one piece of e-mail that's missing! I'm totally stumped as to what happened to this correspondence. Are there any bugs in this version of RT or the corresponding perl modules that could have caused this correspondence to be lost? thanks for any help, Jim Faulkner _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
