On Wed, Apr 18, 2012 at 17:02, Tim Dunphy <[email protected]> wrote: > 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.
First idea is that something timeouts too early, so mailgate thinks that it didn't delivered the message and asks MDA to re-try later. > > 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 -- Best regards, Ruslan.
