System: RT version 4.0.2 Apache version 2.2.3 MySQL version 5.0.77 CentOS version 5.7 Kernel version 2.6.18-194.el5 (64-bit)
Hello list, I am writing to you today regarding an unusual issue we are having with our RT server. Where on occasion, if a user sends in a ticket to the system it will create multiple tickets from the one email. Example: 357 FW: FTP info Media Delivery new 12 hours ago Take 356 FW: FTP info Media Delivery new 12 hours ago Take 354 FW: FTP info Media Delivery new 12 hours ago Take 353 FW: FTP info Media Delivery new 12 hours ago Take At first it seemed that RT might have been spitting out multiple email responses from the same ticket. But instead what appears to be happening is that one email can generate up to four or more tickets. The most I've seen from a single email is eight tickets, all with unique ID numbers. I've checked the logs, but there is nothing remarkable for each ticket creation, aside from the curious fact multiple tickets stem from one email to the queue. [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 357" rt.log [Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5017 on ticket #357 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth service: My_LDAP (/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 356" rt.log [Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #5009 on ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 354" rt.log [Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #4996 on ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367) [Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355 ([email protected]) (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79) [monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 353" rt.log [Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681) [Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197) [Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996 of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183) I was only wondering if anyone has ever had a similar experience because my googling has turned up no information on this phenomenon. If you have heard of this and you might have a solution for this type of problem I would certainly appreciate hearing from you. Thanks, and best regards! Tim -- GPG me!! gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B
