Re: [rt-users] RT slowness but ONLY when sending email
On 10/31/09 10:23, gunslinger95 wrote: We've got a new RT install (RT 3.8.4 running on Solaris 10) that we've started using here at work. I've read through a bunch of the slow RT threads, but haven't seen what we are. In general the performance is very good. Our problem is when a user takes an action that generates an outbound email message. The application just sits there for a LONG time (maybe 60 seconds or so) before the resulting page is displayed and the mail message is delivered. If a user goes into the preferences and turns off the email functionality, the system performance on the same function is perfectly acceptable. Using sendmail from the command line works just fine with no delay so we're at a loss. It looks like RT is timing out waiting for SOMETHING and then sends the message after the timeout. Any help or advice would be greatly appreciated! How are you calling your outbound mail functions? via SMTP or 'sendmail' ? The one thing that comes to mind for me is, if you're using SMTP and you're using an MTA which has something similar to Sendmail's GreetPause feature, and you don't have it configured properly, you could be causing yourself unnecessary delays. check your etc/RT_SiteConfig or etc/RT_Config files to see what your outbound mail settings are, and then AS THE USER THAT RUNS HTTPD, try to simulate the outbound mail process from the command line to see if that gives you any clues. Also, check your mail and httpd log files to see if there are any clues there. hope this helps. Alan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT-Mailgate + Postfix on SLES10 Not Receiving Mail
On 09/10/30 7:56, Victor Gehring wrote: [snip...] Oct 29 18:17:35 dt-rt postfix/local[7122]: ED9E318235: to=???/opt/rt3/bin/rt???mailgate ??queue General ??action correspond ??url http://10.0.1.6/@dt-rt.yyy.com, orig_to=helpd...@dt-rt.yyy.com, relay=local, delay=1, status=bounced (unknown user: ???/opt/rt3/bin/rt???mailgate ??queue general ??action correspond ??url http://10.0.1.6/;) Victor, your problem lies in the lines above. you apparently have some non-ascii / non-printable characters in your alias definition which postfix is choking on. make sure that when you're editing your aliases file that you're using single-byte ASCII characters and not double-byte or extended ASCII characters. hope this helps. Alan ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: SV: SV: SV: [rt-users] Charset e rror in subject when using Danish letters (??a* / ??A*)
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 5/23/07 6:23 PM, Brian Kjelin Olsen wrote: To summarize: It is only the subject in the _outgoing_ mail from RT that has wrong characters - the mail body looks fine (including Nordic national characters). Everything inside RT looks fine and the subject is shown correctly in the webui. Even checked the database tables and they're fine too. So my guess is, that it has to do with the mail-sender (whereever that is :)) Apache is configured with default charset as UTF-8 AddDefaultCharset UTF-8 A bunch of additional charset is added in the httpd.conf including latin1. In RT_SiteConfig.pm following is set: @EmailInputEncodings = qw(iso-8859-1 us-ascii utf-8) unless (@EmailInputEncodings); Set($EmailOutputEncoding , 'iso-8859-1'); Does this answer your questions? Med venlig hilsen / Best regards Brian Kjelin Olsen Schilling A/S I had problems with subject encoding and 2-byte (japanese) characters. especially with a mix of single-byte (ASCII) and 2-byte (japanese) characters in the subject. This problem was specifically noticable with long subject lines that would need to be split in the headers. it's been awhile since i've used RT (I changed jobs) so I don't remember specifically the situation, but if I remember correctly, RT didn't properly MIME encode the subject. either it didn't properly terminate and re-initiate the encoding per-line during a split, or if it did, there were problems with it. eventually I had to install Jcode.pl and use its encoding routines to fix the problem for japanese. This is probably related to the problems you're seeing, although not likely Jcode.pl will have much effect on non 2-byte characters. Either way, I suggest looking at the mail source to see the encoded Subject: header information and check for problems there. HTH Alan -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.7 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFGV6j/E2gsBSKjZHQRAsxTAKDNG1AHcDOiZkMP6i7BV/GJL5fK9gCeNPNv +PVYB7h0vcOPi7VXr6W+Jlk= =0qC7 -END PGP SIGNATURE- ___ 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
Re: [rt-users] How to send mail when a ticket comes in
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 you have spaces between -- and action ... you don't want those. it should read something like: general: |/etc/smrsh/rt-mailgate --queue general --action respond --url http://rt.domain.com/; Also, although sendmail requires rt-mailgate to reside in /etc/smrsh for security purposes, you don't necessarily need to call it from /etc/smrsh. so the following would also work (assuming an install path of /opt/rt3 ) general: |/opt/rt3/bin/rt-mailgate --queue general --action respond - --url http://rt.domain.com/; if memory serves, the queue names are case sensitive, so General is different from general. lastly, make sure that your URL actually matches the URL of your machine, I've had problems in the past where although the URL was resolvable to the machine, it was different than the installed URL (or local hostname, i don't remember which) and thus caused problems. hope this helps, Alan Carvajal, Roberto A. wrote: My understanding was you only need quotes for queues with spaces and that the queue names were not case sensitive. It has previously received mail and sorted it into queues witht eh following: general: |/etc/smrsh/rt-mailgate --queue general -- action respond --url http://rt.domain.com/ surveillance: |/etc/smrsh/rt-mailgate --queue surveillance -- action respond --url http://rt.domain.com/ firewall: |/etc/smrsh/rt-mailgate --queue firewall -- action respond --url http://rt.domain.com/ ops: |/etc/smrsh/rt-mailgate --queue ops -- action respond --url http://rt.domain.com/ foreign: |/etc/smrsh/rt-mailgate --queue foreign -- action respond --url http://rt.domain.com/; But now that it sends e-mails it no longer receives. -Robert ...snip... -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFFdnV4E2gsBSKjZHQRAtehAJ9tDiZhVD0c8F5iReEw8qaO52YAqACffc2w aO1bfNUTI40jgi6y5SV2KEc= =D9O5 -END PGP SIGNATURE- ___ 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
Re: [rt-users] New Ticket In Queue Alerts
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Chris Allermann wrote: First of all I am rather new to RT, so please forgive me if this is a stupid question. I've been searching the wiki and experimenting with my install for a couple hours now and have not come up with a working solution yet. My Goal: I want to set up a queue that will create new tickets via e-mail and reply to the requestor with an auto-responder (I have this part already working). I have created a TechSupport group and added several members to it, these users have full access to the queue. What I would like to do next is when a new ticket is created is to send out a generic There is a new ticket e-mail alert to all members of the TechSupport group. It seems like it should be a rather straight-forward thing but I can't seem to get it to work. I'd appreciate if anybody can point me in the right direction. Thanks. --Chris Chris, I basically do this with RT-3.6.1. I have my group assigned to the queue as an AdminCC and then I have a global scrip that's condition is On Create and the action is Notify AdminCcs definte your template as necessary and it should work no problem. (this is defined in Configuration Global Scrips) you can also define per-queue scrips in Configuration Queues [queue_name] Scrips hope this helps, Alan -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFE9Qw8E2gsBSKjZHQRAtBIAJ4nibRS+5Keq2LDKrAUk4P3BXreaQCgjFtx mhsAeJO/vFM4krjVMprT1bg= =HVnD -END PGP SIGNATURE- ___ 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
Re: [rt-users] Mail notification MIME encoding problems (cont...)
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Jesse Vincent wrote: On Thu, Aug 17, 2006 at 11:13:37AM -0400, Jesse Vincent wrote: On Thu, Aug 17, 2006 at 05:20:01PM +0900, Alan Premselaar wrote: -BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I posted to the list a couple of weeks back now I think about having problems with multi-byte characters in email subjects (specifically Japanese) Alan, What version of RT? (Found it buried after the logs. Probably better to include long logs last next time). It'd be great if you could sent us a message or two that exhibit the bug as gzipped RFC822 messages, so that we can add em to the test suite Jesse, Sorry about that. I'll try and get a few messages zipped up today. Should I email them to you directly? Alan -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFE6QIeE2gsBSKjZHQRAo5MAKC6SrAVR9GMNcYvz22dRkXlsC7newCbBpnk dA4fphje8pDKZ4jC4aQlz2U= =FZPd -END PGP SIGNATURE- ___ 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
[rt-users] Mail notification MIME encoding problems (cont...)
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I posted to the list a couple of weeks back now I think about having problems with multi-byte characters in email subjects (specifically Japanese) I've found a few problems. I think I've (at least temporarily) fixed one problem. the first problem was with the line folding of the Subject: header with a mix of single and multi-byte characters. Ultimately I installed Jcode from CPAN and added the following lines to the MIMEEncodeString subroutine in /opt/rt3/libs/RT/Actions/SendEmail.pm use Jcode; my $jcode = Jcode-new($str); my @chunks = $jcode-jfold($max,'\n'); and commented out the following lines: # my @chunks = unpack(a$max x int(length($str)/$max # + ((length($str) % $max) ? 1:0)), $str); now my mail subjects aren't getting trashed by line folding. (for what it's worth, if i just returned an unfolded encoded Subject: i didn'T have an problems, so it was obviously an issue where it was folding mid-2byte character in some cases) the second problem is a little more complicated and I haven't been able to determine exactly *why* it's happening. I've added debug statements in the code to track what's happening but it's still a little uncertain as to why it's happening. Here's the debug info (it's kind of long): [Thu Aug 17 08:07:09 2006] [warning]: Use of uninitialized value in substitution (s///) at /opt/rt3/lib/RT/Interface/Web.pm line 617. (/opt/rt3/lib/RT/Interface/Web.pm:617) [Thu Aug 17 08:07:09 2006] [debug]: About to think about scrips for transaction #5081 (/opt/rt3/lib/RT/Transaction_Overlay.pm:165) [Thu Aug 17 08:07:09 2006] [debug]: About to prepare scrips for transaction #5081 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Thu Aug 17 08:07:09 2006] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:363) [Thu Aug 17 08:07:11 2006] [debug]: sub before: [Comment] testr用な結構 長い件名しなければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:752) [Thu Aug 17 08:07:11 2006] [debug]: sub after : [Comment] testr用な結構 長い件名しなければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:755) [Thu Aug 17 08:07:11 2006] [debug]: new subject: [sysrequest #371] [Comment] testr用な結構長い件名しなければtextならないのでこれは結構長い 件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:758) [Thu Aug 17 08:07:11 2006] [debug]: SHAE: field = Subject, enc = utf-8 (/opt/rt3/lib/RT/Action/SendEmail.pm:863) [Thu Aug 17 08:07:11 2006] [debug]: SHAE: value = [sysrequest #371] [Comment] testr用な結構長い件名しなければtextならないのでこれは結構長い 件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:870) [Thu Aug 17 08:07:11 2006] [debug]: value before utf encoding: [sysrequest #371] [Comment] testr用な結構長い件名しなければtextならない のでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:916) [Thu Aug 17 08:07:11 2006] [debug]: value = [sysrequest #371] [Comment] testr?¨?§?¶???°text?§???§?¶??§?? (/opt/rt3/lib/RT/Action/SendEmail.pm:921) [Thu Aug 17 08:07:11 2006] [debug]: chunks = [sysrequest #371] [Comment] testr?¨?? ???§?¶??? °text? §??? §?¶??§?? (/opt/rt3/lib/RT/Action/SendEmail.pm:936) [Thu Aug 17 08:07:11 2006] [debug]: SHAE: after encoding value = =?UTF-8?B?W3N5c3JlcXVlc3QgIzM3MV0gW0NvbW1lbnRdIHRlc3Ryw6fClMKow6PCgcKq?= =?UTF-8?B?w6fCtcKQw6bCp8KLw6nClcK3w6PCgcKEw6TCu8K2w6XCkMKNw6PCgcKXw6M=?= =?UTF-8?B?woHCqsOjwoHCkcOjwoLCjMOjwoHCsHRleHTDo8KBwqrDo8KCwonDo8KBwqo=?= =?UTF-8?B?w6PCgcKEw6PCgcKuw6PCgcKnw6PCgcKTw6PCgsKMw6PCgcKvw6fCtcKQw6Y=?= =?UTF-8?B?wqfCi8OpwpXCt8OjwoHChMOkwrvCtsOlwpDCjcOjwoHCp8OjwoHCmcOjwoA=?= =?UTF-8?B?woI=?= (/opt/rt3/lib/RT/Action/SendEmail.pm:878) [Thu Aug 17 08:07:11 2006] [debug]: sub before: testr用な結構長い件名し なければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:752) [Thu Aug 17 08:07:11 2006] [debug]: sub after : testr用な結構長い件名し なければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:755) [Thu Aug 17 08:07:11 2006] [debug]: new subject: [sysrequest #371] testr 用な結構長い件名しなければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:758) [Thu Aug 17 08:07:11 2006] [debug]: SHAE: field = Subject, enc = utf-8 (/opt/rt3/lib/RT/Action/SendEmail.pm:863) [Thu Aug 17 08:07:11 2006] [debug]: SHAE: value = [sysrequest #371] testr用な結構長い件名しなければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:870) [Thu Aug 17 08:07:11 2006] [debug]: value before utf encoding: [sysrequest #371] testr用な結構長い件名しなければtextならないのでこれは 結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:916) [Thu Aug 17 08:07:11 2006] [debug]: value = [sysrequest #371] testr用な 結構長い件名しなければtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:921) [Thu Aug 17 08:07:11 2006] [debug]: chunks = [sysrequest #371] testr用な 結構長い件名しなけ ればtextならないのでこれは結構長い件名です。 (/opt/rt3/lib/RT/Action/SendEmail.pm:936) [Thu Aug 17 08:07:11 2006] [debug]: SHAE: after encoding value = =?UTF-8?B?W3N5c3JlcXVlc3QgIzM3MV0gdGVzdHLnlKjjgarntZDmp4vplbfjgYTku7blkI3jgZfjgarjgZE=?=
[rt-users] problems with subject header encoding
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 I've recently discovered a problem with Subject header encoding of Japanese text with mail notifications. the problem manifests in thunderbird (mac and windows) and Mail.app. in thunderbird, the part of the encoding up until the first break point (where a subject is 75 characters long and split into multiple encodings) is displayed properly, and then either a question mark or mojibake (basically a string of single byte characters that don't make any sense) is displayed. in Mail.app, the =?UTF-8?B? from the front and the ?= on the back of the encoded string are stripped and the subject is displayed as-is remaining. (I can provide screen shots if necessary) I've been able to determine that this occurs only when a mix of single-byte and 2-byte characters are in the subject at the same time. this happens whether the ticket is opened via the web interface or via the email gateway. I've poked around the source code to see if I could figure it out, but I haven't found anything coherent yet. Any help would be greatly appreciated. Thanks. Alan -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.1 (Darwin) Comment: Using GnuPG with Mozilla - http://enigmail.mozdev.org iD8DBQFExvqkE2gsBSKjZHQRAmgXAKCbM9bBnYdjrDRI6tdQOTumwaMj0gCeJJrN vxiPvNaH9FMxJcRIfbEoKts= =VzA4 -END PGP SIGNATURE- ___ 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 We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
