Hi all, I have not posted to this list in a long time. I was quite stumped for a long time trying to get sendmail configured properly on Mac OS X (client) and I finally did... So, I have a new install of RT 3.8.1 on FreeBSD (Mac OS X). I'm having trouble with what seems to be random delays in the email notifications to admincc's when a user emails in a new request. I am having a great deal of trouble figuring out where the delay is coming from, I have googled and searched RT's wiki, and I'm not coming up with anything, so I'm turning to the list for help. Most actions that generate email, the email is delivered immediately. When a user submits an email to RT that is creating a new ticket, their autoreply email is sent immediately, but then the notice to us (the admincc's) has a 'delay=5235' or other random high number in it. Performing another action in RT that generates another email makes both the new email and the as-yet-undelivered email be delivered immediately. I captured all the info I could from mail.log and httpd/system.log, and there wasn't anything related in system.log. I'm open to any ideas. In this case the delay time was set to 5842. I have seen it set to other times, usually in the thousands. If we aren't paying close attention to RT a new ticket can go unnoticed for sometimes 40 minutes, sometimes well over 2 hours...
from /var/log/mail.log Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: connect from mailserver.ourcompany.com[10.2.0.20] Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: 63F9B83254: client=mailserver.ourcompany.com[10.2.0.20] Mar 5 13:59:11 rt3-ourcompany-com postfix/cleanup[432]: 63F9B83254: message-id=<c5d58b2c.9f31%[email protected]> Mar 5 13:59:11 rt3-ourcompany-com postfix/qmgr[239]: 63F9B83254: from=<[email protected]>, size=1980, nrcpt=1 (queue active) Mar 5 13:59:11 rt3-ourcompany-com postfix/smtpd[429]: disconnect from mailserver.ourcompany.com[10.2.0.20] Mar 5 13:59:14 rt3-ourcompany-com postfix/pickup[422]: 2D92F83275: uid=70 from=<www> Mar 5 13:59:14 rt3-ourcompany-com postfix/cleanup[432]: 2D92F83275: message-id=<[email protected]> Mar 5 13:59:14 rt3-ourcompany-com postfix/qmgr[239]: 2D92F83275: from=<[email protected]>, size=1814, nrcpt=1 (queue active) Mar 5 13:59:14 rt3-ourcompany-com postfix/smtp[437]: 2D92F83275: to=<[email protected]>, relay=mailserver.ourcompany.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b02102-000ac917 Message accepted for delivery) Mar 5 13:59:14 rt3-ourcompany-com postfix/qmgr[239]: 2D92F83275: removed Mar 5 13:59:15 rt3-ourcompany-com postfix/local[433]: 63F9B83254: to=<[email protected]>, relay=local, delay=4, status=sent (delivered to command: /opt/rt3/bin/rt-mailgate --queue facilities --action correspond --url http://localhost/rt) Mar 5 13:59:15 rt3-ourcompany-com postfix/qmgr[239]: 63F9B83254: removed >> Above is the user submitting the request Mar 5 15:36:35 rt3-ourcompany-com postfix/pickup[491]: ECAAF833A0: uid=70 from=<www> Mar 5 15:36:36 rt3-ourcompany-com postfix/cleanup[492]: ECAAF833A0: message-id=<[email protected]> Mar 5 15:36:36 rt3-ourcompany-com postfix/qmgr[239]: ECAAF833A0: from=<[email protected]>, size=2284, nrcpt=3 (queue active) Mar 5 15:36:36 rt3-ourcompany-com postfix/smtp[494]: ECAAF833A0: to=<[email protected]>, relay=mailserver.ourcompany.com[10.2.0.20], delay=5842, status=sent (250 2.0.0 49b037d4-000acb38 Message accepted for delivery) Mar 5 15:36:36 rt3-ourcompany-com postfix/qmgr[239]: ECAAF833A0: removed >>Above is the user's request being relayed to us admincc's Mar 5 15:36:55 rt3-ourcompany-com postfix/pickup[491]: AA81C833AB: uid=70 from=<www> Mar 5 15:36:55 rt3-ourcompany-com postfix/cleanup[492]: AA81C833AB: message-id=<[email protected]> Mar 5 15:36:55 rt3-ourcompany-com postfix/qmgr[239]: AA81C833AB: from=<[email protected]>, size=1003, nrcpt=1 (queue active) Mar 5 15:36:55 rt3-ourcompany-com postfix/smtp[494]: AA81C833AB: to=<[email protected]>, relay=mailserver.ourcompany.com[10.2.0.20], delay=0, status=sent (250 2.0.0 49b037e7-000acb39 Message accepted for delivery) Mar 5 15:36:55 rt3-ourcompany-com postfix/qmgr[239]: AA81C833AB: removed >>Above is my taking the ticket, generating an email to me, what I think 'pushed' the other message on it's way. from /var/log/httpd/error.log (times in GMT, so -5:00) [Thu Mar 5 18:59:14 2009] [info]: <[email protected]> #30082/1590 - Scrip 3 On Create Autoreply To Requestors (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Mar 5 18:59:14 2009] [info]: <[email protected]> sent To: [email protected] (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Thu Mar 5 18:59:14 2009] [info]: <[email protected]> #30082/1590 - Scrip 4 On Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302) [Thu Mar 5 18:59:14 2009] [info]: <[email protected]> sent Bcc: [email protected], [email protected], [email protected] (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333) [Thu Mar 5 18:59:14 2009] [info]: Ticket 30082 created in queue 'Facilities' by [email protected] (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659) >> Above is user's request being created in httpd log Other messages have delay=0 or delay=1. Where do I go looking next? Thanks -Derek Cunningham [email protected] _______________________________________________ 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
