Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Richard Brady]

Hi folks

I have recently experienced this same problem too, and would like to comment
on what I did as a workaround. To recap on the problem:

Outgoing email is not sent by RT, and " Outgoing email recorded " does not
appear on the ticket. Restarting Apache resolves this temporarily. It is
definitely related to sending large messages. To reproduce, I simply send an
email via RT with a large attachment (4MB) and RT will stop sending mail
until the next restart of Apache. The Apache error log shows it is unable to
allocate sufficient memory to launch sendmail:

"Couldn't run /usr/sbin/sendmail: Cannot allocate memory at
/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm line 320."

In my case I am using exim4, so sendmail is just a symlink to that.

Alexander found a workaround for himself below, and I would like to add to
this conversation what I did to fix it.

I run Apache/2.2.8 (Ubuntu 8.04) mod_perl/2.0.3 Perl/v5.8.8 and Exim 4.69. I
seem to have found a workaround for this by replacing the Apache "worker"
MPM (mutli-processing module) with the older "prefork" MPM. On Ubuntu 8.04
this can be done by issuing "apt-get install apache2-mpm-prefork". The
difference is that worker uses threads whereas prefork only uses processes
for concurrency. This is obviously not ideal, as you want RT to work with
any of the Apache MPMs.

Then I realised that while I am using Exim4, RT is configured to use
"sendmailpipe", so a more correct solution (than reconfiguring apache) might
be to change this setting to just "sendmail", under the assumtion that the
"sendmailpipe" version is not compatible with other MTAs such as Exim.
Interestingly, this change does fix the issue. But unfortunately Exim sets
the envelope sender of the email to the local user ([EMAIL PROTECTED])
instead of the desired email address (which is in thre From: header of the
mail). In some mail clients this results in sender listed as:

www-data [EMAIL PROTECTED]; on behalf of; Richard Brady [
[EMAIL PROTECTED]

To get around this, RT needs to pass an envelope sender in the arguments to
senfdmail (exim4), which is currently not done in SendEmail.pm.

So I have gone with installing apache2-mpm-prefork as my workaround.

Regards,
Richard


On Tue, Jan 8, 2008 at 4:18 PM, Alexander Rudolf Gruber wrote:

> *My problem with the RT-System has been resolved!*
>
> I've added an additional debug-level and got this:
> -- snip --
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> #450/6880 - Scrip 7
>  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> Debug: After Recipients.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:254)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> Debug: After Header.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:261)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> Debug: After SendmailArguments.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:271)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> Debug: 'sendmailpipe'
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:274)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> Debug: Couldn't run /usr/sbin/sendmail: Cannot allocate memory
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:281)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> Mail: GLOB(0xd9507a8)
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:282)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>
> SendmailArguments: -oi -t
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)
> Jan  3 12:30:08 rt RT: <[EMAIL PROTECTED]>Debug:
> Could not send mail.
> (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:300)
> -- snap --
>
> Then I knew it had something to do with a memory problem - although "free"
> showed me:
>
> rt:/var/log# free -m
>total   used   free sharedbuffers cached
> Mem:  2006   1970 35  0135   1019
> -/+ buffers/cache:816   1190
> Swap: 4094  0   4094
>
> This was certainly not the problem, so I went deeper.
> Further investigation got me:
>
> cat /vz/root/104/proc/user_beancounters
> Version: 2.5
>  uid  resource held  maxheld
>barrierlimit  failcnt
> 104:  kmemsize  4806443  6109370
>   32307712 323077120
>   lockedpages 00
>128  1280
>   privvmpages230693   350667
>2880450  3200500  106
>   shmpages   57 1993
>  19121191210
>   dummy   00
>  000
>   numproc80   9

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Alexander Rudolf Gruber]

*My problem with the RT-System has been resolved!*

I've added an additional debug-level and got this:
-- snip --
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> #450/6880 - Scrip 
7  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> Debug: After 
Recipients. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:254)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> Debug: After 
Header. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:261)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> Debug: After 
SendmailArguments. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:271)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> Debug: 
'sendmailpipe' 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:274)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> Debug: Couldn't run 
/usr/sbin/sendmail: Cannot allocate memory 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:281)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> Mail: 
GLOB(0xd9507a8) 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:282)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]> SendmailArguments: 
-oi -t (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:283)
Jan  3 12:30:08 rt RT: 
<[EMAIL PROTECTED]>Debug: Could not 
send mail. (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:300)

-- snap --

Then I knew it had something to do with a memory problem - although 
"free" showed me:


rt:/var/log# free -m
total   used   free sharedbuffers cached
Mem:  2006   1970 35  0135   1019
-/+ buffers/cache:816   1190
Swap: 4094  0   4094

This was certainly not the problem, so I went deeper.
Further investigation got me:

cat /vz/root/104/proc/user_beancounters
Version: 2.5
  uid  resource held  
maxheld  barrierlimit  failcnt
 104:  kmemsize  4806443  
6109370 32307712 323077120
   lockedpages 0
0  128  1280
   privvmpages230693   
350667  2880450  3200500  106
   shmpages   57 
199319121191210
   dummy   0
0000
   numproc80   
93  650  6500
   physpages   91609   
1420760   21474836470
   vmguarpages 0
078565   21474836470
   oomguarpages91609   
14207624576   21474836470
   numtcpsock  6   
22  540  5400
   numflock4
8  252  2800
   numpty  0
2   16   160
   numsiginfo  2
6  256  2560
   tcpsndbuf  104832   
644416  2949120  49152000
   tcprcvbuf   98304   
341872  4128768  68812800
   othersockbuf13856  
1212608  1365012  35000320
   dgramrcvbuf 0 
8464   368640   3686400
   numothersock   16   
29  561  5610
   dcachesize  0
0  5662310  62914560
   numfile  1365 
179012288122880
   dummy   0
0000
   dummy   0
0000
   dummy   0
0000
   numiptent  

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[o . nash]

Re sending emails from Rt
if your mailserver is postfix, you might need to add the hostname of the 
server running RT to the 'relayhosts' variable in postfix.

or the equivalent in sendmail.cf

regards
Oliver

On Thu, 3 Jan 2008, Alexander Rudolf Gruber wrote:


Thanks for the many replies everyone and a happy new year 2008!

I've been away over the holidays and now I'm trying to resolve that
matter for good :-)
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to 
[EMAIL PROTECTED] instead of 
rt-users@lists.bestpractical.com (copied the wrong address).


Benjamin Weser schrieb:
We had the problem of RT not sending mails to anybody too. But I don't 
think that there were messages about that in rt.log because the fault was 
that somebody changed the IP of the mailserver. So all mails sent by RT 
stayed in the spool of postfix unless I corrected the postfix configuration 
with the new IP address of the mailserver. Unfortunately I can't check the 
logfile anymore because it doesn't contain information from this time 
anymore. But maybe that's another part of the system where you can have a 
look at. Good luck!


Ben

Ben,

it seems I can't pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients
- so it looks like the scrips are working as they should - it just
doesn't do it for whatever reason.




Kenneth Crocker schrieb:

Stephen,


AHHH! Kool. I just learned something. Then I really can't see 
why RT can't find a recipient unless there is some disconnection between 
what RT is looking for and where it looks for it. Alexander said there 
were no changes to RT. The scrips are triggering, RT is looking, nothing 
is found, no email goes out, but probably would have if RT had found a 
recipient. I'm sure he checked the "organization" set to the DNS name of 
the host" problem from before. I'm at a loss, but that's no big surprise 
since I am just now getting to learn about the "internals" of RT. Hope 
someone has an idea that works for him.



Kenn
LBNL

On 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

I agree. If RT could not access the DB, then a lot of things 
would not be working. However, my point was really that based on the 
content of the error message, RT thinks that it hasn't FOUND the 
recipient. There could, and probably are, many possible reasons for 
that. Perhaps after accessing the DB, the data gets lost in transition 
or put into an area that got misnamed or is not accessible for some 
reason. I am not a "Systems" guy when it comes to playing with those 
technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the 
business for a long time and my debugging skills tell me that RT is 
having trouble with either capturing the data or finding/recognizing it 
after it has been captured/found/stored. Somewhere in that process, the 
data is either getting lost or it becomes unrecognizable, ergo the error 
message you're getting. Sorry I can't be of more help. I am REALLY 
interested in what you DO find when you get the problem resolved. Best 
of luck.


Kenn
LBNL



Kenn,

well ... I don't have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I'll be able
to find whats wrong. If that doesn't get me anywhere either I guess I'll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I'll let you know in any case what I did as soon as that problem is
resolved.


The "No recipients found" message just means that the scrip decided that 
nobody should receive mail for this transaction - it doesn't mean that 
data is missing or corrupt. For example - if you have a scrip with action 
'Notify AdminCcs' and there are no AdminCcs for the ticket or queue, 
you'll see this message in the log.


Steve



Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.





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Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Alexander Rudolf Gruber]

Thanks for the many replies everyone and a happy new year 2008!

I've been away over the holidays and now I'm trying to resolve that
matter for good :-)
My replies to the respective postings are below.

Best wishes and thanks for your help!
Alexander

PS: I messed up my first posting of that message sending it to 
[EMAIL PROTECTED] instead of 
rt-users@lists.bestpractical.com (copied the wrong address).


Benjamin Weser schrieb:
We had the problem of RT not sending mails to anybody too. But I don't 
think that there were messages about that in rt.log because the fault 
was that somebody changed the IP of the mailserver. So all mails sent 
by RT stayed in the spool of postfix unless I corrected the postfix 
configuration with the new IP address of the mailserver. Unfortunately 
I can't check the logfile anymore because it doesn't contain 
information from this time anymore. But maybe that's another part of 
the system where you can have a look at. Good luck!


Ben

Ben,

it seems I can't pinpoint the problem at all. Just today the system sent
mail - initiated by the scrip that notifies the owner of a ticket of any
changes (meaning the RT-System CAN send mail). Still it fails to send
mail regarding correspondence or any CC types. The frustrating thing is
that the system tells me that mail will be sent to the listed recipients
- so it looks like the scrips are working as they should - it just
doesn't do it for whatever reason.




Kenneth Crocker schrieb:

Stephen,


AHHH! Kool. I just learned something. Then I really can't 
see why RT can't find a recipient unless there is some disconnection 
between what RT is looking for and where it looks for it. Alexander 
said there were no changes to RT. The scrips are triggering, RT is 
looking, nothing is found, no email goes out, but probably would have 
if RT had found a recipient. I'm sure he checked the "organization" 
set to the DNS name of the host" problem from before. I'm at a loss, 
but that's no big surprise since I am just now getting to learn about 
the "internals" of RT. Hope someone has an idea that works for him.



Kenn
LBNL

On 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

I agree. If RT could not access the DB, then a lot of 
things would not be working. However, my point was really that 
based on the content of the error message, RT thinks that it hasn't 
FOUND the recipient. There could, and probably are, many possible 
reasons for that. Perhaps after accessing the DB, the data gets 
lost in transition or put into an area that got misnamed or is not 
accessible for some reason. I am not a "Systems" guy when it comes 
to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but 
I have been in the business for a long time and my debugging skills 
tell me that RT is having trouble with either capturing the data or 
finding/recognizing it after it has been captured/found/stored. 
Somewhere in that process, the data is either getting lost or it 
becomes unrecognizable, ergo the error message you're getting. 
Sorry I can't be of more help. I am REALLY interested in what you 
DO find when you get the problem resolved. Best of luck.


Kenn
LBNL



Kenn,

well ... I don't have much of a clue what to do next at all. I can try
and upgrade to the newest version and see if that makes things better in
any way. If that fails I could try tracing the error maybe I'll be able
to find whats wrong. If that doesn't get me anywhere either I guess I'll
clone the VE and raise a new instance of RT and switch that with the
broken one as soon as everything is configured as it should be.

I'll let you know in any case what I did as soon as that problem is
resolved.


The "No recipients found" message just means that the scrip decided 
that nobody should receive mail for this transaction - it doesn't 
mean that data is missing or corrupt. For example - if you have a 
scrip with action 'Notify AdminCcs' and there are no AdminCcs for 
the ticket or queue, you'll see this message in the log.


Steve



Steve,

as mentioned above, the system tells me that mail will be sent to
following addresses and it offers me an option to supress the sending
(lower part of the correspondence form). It just does not do anything
apart from recording a message to the RT-Log, like a comment with no
email sent - and I get the message in the systemlog that there are no
recipients found.





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Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Benjamin Weser]

We had the problem of RT not sending mails to anybody too. But I don't 
think that there were messages about that in rt.log because the fault 
was that somebody changed the IP of the mailserver. So all mails sent by 
RT stayed in the spool of postfix unless I corrected the postfix 
configuration with the new IP address of the mailserver. Unfortunately I 
can't check the logfile anymore because it doesn't contain information 
from this time anymore. But maybe that's another part of the system 
where you can have a look at. Good luck!


Ben



Kenneth Crocker schrieb:

Stephen,


AHHH! Kool. I just learned something. Then I really can't 
see why RT can't find a recipient unless there is some disconnection 
between what RT is looking for and where it looks for it. Alexander 
said there were no changes to RT. The scrips are triggering, RT is 
looking, nothing is found, no email goes out, but probably would have 
if RT had found a recipient. I'm sure he checked the "organization" 
set to the DNS name of the host" problem from before. I'm at a loss, 
but that's no big surprise since I am just now getting to learn about 
the "internals" of RT. Hope someone has an idea that works for him.



Kenn
LBNL

On 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

I agree. If RT could not access the DB, then a lot of things 
would not be working. However, my point was really that based on the 
content of the error message, RT thinks that it hasn't FOUND the 
recipient. There could, and probably are, many possible reasons for 
that. Perhaps after accessing the DB, the data gets lost in 
transition or put into an area that got misnamed or is not 
accessible for some reason. I am not a "Systems" guy when it comes 
to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but 
I have been in the business for a long time and my debugging skills 
tell me that RT is having trouble with either capturing the data or 
finding/recognizing it after it has been captured/found/stored. 
Somewhere in that process, the data is either getting lost or it 
becomes unrecognizable, ergo the error message you're getting. Sorry 
I can't be of more help. I am REALLY interested in what you DO find 
when you get the problem resolved. Best of luck.


Kenn
LBNL


The "No recipients found" message just means that the scrip decided 
that nobody should receive mail for this transaction - it doesn't 
mean that data is missing or corrupt. For example - if you have a 
scrip with action 'Notify AdminCcs' and there are no AdminCcs for the 
ticket or queue, you'll see this message in the log.


Steve






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Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Kenneth Crocker]

Stephen,


	AHHH! Kool. I just learned something. Then I really can't see 
why RT can't find a recipient unless there is some disconnection between 
what RT is looking for and where it looks for it. Alexander said there 
were no changes to RT. The scrips are triggering, RT is looking, nothing 
is found, no email goes out, but probably would have if RT had found a 
recipient. I'm sure he checked the "organization" set to the DNS name of 
the host" problem from before. I'm at a loss, but that's no big surprise 
since I am just now getting to learn about the "internals" of RT. Hope 
someone has an idea that works for him.



Kenn
LBNL

On 12/20/2007 10:44 AM, Stephen Turner wrote:

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

I agree. If RT could not access the DB, then a lot of things 
would not be working. However, my point was really that based on the 
content of the error message, RT thinks that it hasn't FOUND the 
recipient. There could, and probably are, many possible reasons for 
that. Perhaps after accessing the DB, the data gets lost in transition 
or put into an area that got misnamed or is not accessible for some 
reason. I am not a "Systems" guy when it comes to playing with those 
technologies (UNIX, ORACLE, MySQL, etc.), but I have been in the 
business for a long time and my debugging skills tell me that RT is 
having trouble with either capturing the data or finding/recognizing 
it after it has been captured/found/stored. Somewhere in that process, 
the data is either getting lost or it becomes unrecognizable, ergo the 
error message you're getting. Sorry I can't be of more help. I am 
REALLY interested in what you DO find when you get the problem 
resolved. Best of luck.


Kenn
LBNL


The "No recipients found" message just means that the scrip decided that 
nobody should receive mail for this transaction - it doesn't mean that 
data is missing or corrupt. For example - if you have a scrip with 
action 'Notify AdminCcs' and there are no AdminCcs for the ticket or 
queue, you'll see this message in the log.


Steve






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Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Stephen Turner]

At Thursday 12/20/2007 01:26 PM, Kenneth Crocker wrote:

Alexander,

I agree. If RT could not access the DB, then a lot of 
things would not be working. However, my point was really that 
based on the content of the error message, RT thinks that it hasn't 
FOUND the recipient. There could, and probably are, many possible 
reasons for that. Perhaps after accessing the DB, the data gets 
lost in transition or put into an area that got misnamed or is not 
accessible for some reason. I am not a "Systems" guy when it comes 
to playing with those technologies (UNIX, ORACLE, MySQL, etc.), but 
I have been in the business for a long time and my debugging skills 
tell me that RT is having trouble with either capturing the data or 
finding/recognizing it after it has been captured/found/stored. 
Somewhere in that process, the data is either getting lost or it 
becomes unrecognizable, ergo the error message you're getting. 
Sorry I can't be of more help. I am REALLY interested in what you 
DO find when you get the problem resolved. Best of luck.


Kenn
LBNL


The "No recipients found" message just means that the scrip decided 
that nobody should receive mail for this transaction - it doesn't 
mean that data is missing or corrupt. For example - if you have a 
scrip with action 'Notify AdminCcs' and there are no AdminCcs for the 
ticket or queue, you'll see this message in the log.


Steve



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Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Kenneth Crocker]

Alexander,


	I agree. If RT could not access the DB, then a lot of things would not 
be working. However, my point was really that based on the content of 
the error message, RT thinks that it hasn't FOUND the recipient. There 
could, and probably are, many possible reasons for that. Perhaps after 
accessing the DB, the data gets lost in transition or put into an area 
that got misnamed or is not accessible for some reason. I am not a 
"Systems" guy when it comes to playing with those technologies (UNIX, 
ORACLE, MySQL, etc.), but I have been in the business for a long time 
and my debugging skills tell me that RT is having trouble with either 
capturing the data or finding/recognizing it after it has been 
captured/found/stored. Somewhere in that process, the data is either 
getting lost or it becomes unrecognizable, ergo the error message you're 
getting. Sorry I can't be of more help. I am REALLY interested in what 
you DO find when you get the problem resolved. Best of luck.


Kenn
LBNL

On 12/20/2007 1:41 AM, Alexander Rudolf Gruber wrote:

Kenneth Crocker schrieb:

Alexander,


IT could be that RT isn't getting to the User table for some 
reason. The error message isn't saying it can't find a function or 
some module isn't responding. It is just saying that it can't find a 
recipient. Since recipients are (usually) some form of user, I would 
look into the DataBase to see if the users ARE there and if they are, 
is the DB down OR has the password for RT to use the DB changed, etc. 
Hope this helps.



Kenn
LBNL


Kenn,

please correct me if I got the concept of the RT wrong, but if that was 
the case - RT having no access to the user-table due to a 
misconfiguration - wouldn't that mean I would not be able to log in or 
create any tickets / change owners etc?


Hmm - I just took up the hint and looked into the mysql-database 
rtdb->Users and it seems there are all the people who ever opened a 
ticket on the system.


Like this entry: (one of my own addresses)
  
| 2046 | [EMAIL PROTECTED]| 
*NO-PASSWORD*| Autocreated on ticket 
submission   | 
NULL   
| [EMAIL PROTECTED]| NULL| 
NULL | Alexander Rudolf 
Gruber | NULL | NULL  | NULL  | 
NULL| NULL  | NULL  | NULL   
| NULL   | NULL  | NULL   | NULL| 
NULL   | NULL   | NULL  | 
NULL | NULL | NULL  | NULL | NULL| NULL | NULL   |   1 | 
2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 |


I also tried in RT Web-Interface:


  Users matching search criteria

Select a user:

* [EMAIL PROTECTED]
  
* [EMAIL PROTECTED]
  
* gruber 

/(Download as a tab-delimited file 
)


/This seems to be okay - at least looks that way to me.

gruber is my RT-User and the other addresses are my own private ones I 
used to test the system.


If I can provide any more information that could be helpful, please tell me.

Thanks!
Alexander R. Gruber

On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I've got a serious problem with our RT installation, which has worked 
smoothly for over 6 months and then stopped sending emails (any kind 
of emails: corresponcende, cc, owner change notifications etc.)


The weird thing is that there where no prior changes in queues, no 
new users and no modification of rights.


I've looked through the mailing archives of this list and found some 
postings of similar problems but could not derive a solution for my 
case.




Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "[EMAIL PROTECTED]

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Alexander Rudolf Gruber]

Kenneth Crocker schrieb:

Alexander,


IT could be that RT isn't getting to the User table for some 
reason. The error message isn't saying it can't find a function or 
some module isn't responding. It is just saying that it can't find a 
recipient. Since recipients are (usually) some form of user, I would 
look into the DataBase to see if the users ARE there and if they are, 
is the DB down OR has the password for RT to use the DB changed, etc. 
Hope this helps.



Kenn
LBNL


Kenn,

please correct me if I got the concept of the RT wrong, but if that was 
the case - RT having no access to the user-table due to a 
misconfiguration - wouldn't that mean I would not be able to log in or 
create any tickets / change owners etc?


Hmm - I just took up the hint and looked into the mysql-database 
rtdb->Users and it seems there are all the people who ever opened a 
ticket on the system.


Like this entry: (one of my own addresses)
 
| 2046 | [EMAIL PROTECTED]| 
*NO-PASSWORD*| Autocreated on ticket 
submission   | 
NULL   
| [EMAIL PROTECTED]| NULL| 
NULL | Alexander Rudolf 
Gruber | NULL | NULL  | NULL  | 
NULL| NULL  | NULL  | NULL   
| NULL   | NULL  | NULL   | NULL| 
NULL   | NULL   | NULL  | 
NULL | NULL | NULL  | NULL | NULL| NULL | NULL   |   1 | 
2007-12-12 11:11:02 | 1 | 2007-12-12 11:11:02 |


I also tried in RT Web-Interface:


 Users matching search criteria

Select a user:

   * [EMAIL PROTECTED]
 
   * [EMAIL PROTECTED]
 
   * gruber 

/(Download as a tab-delimited file 
)


/This seems to be okay - at least looks that way to me.

gruber is my RT-User and the other addresses are my own private ones I 
used to test the system.


If I can provide any more information that could be helpful, please tell me.

Thanks!
Alexander R. Gruber

On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I've got a serious problem with our RT installation, which has worked 
smoothly for over 6 months and then stopped sending emails (any kind 
of emails: corresponcende, cc, owner change notifications etc.)


The weird thing is that there where no prior changes in queues, no 
new users and no modification of rights.


I've looked through the mailing archives of this list and found some 
postings of similar problems but could not derive a solution for my 
case.




Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "[EMAIL PROTECTED]")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by 
[EMAIL PROTECTED] 
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT: 
<[EMAIL PROTECTED]> #450/6567 - 
Scrip 2 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution 
(s///) at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 
617. (/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - 
Scrip 5 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - 
Scrip 6 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Alexander Rudolf Gruber]

Joop schrieb:

Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I've got a serious problem with our RT installation, which has worked 
smoothly for over 6 months and then stopped sending emails (any kind 
of emails: corresponcende, cc, owner change notifications etc.)


The weird thing is that there where no prior changes in queues, no 
new users and no modification of rights.


I've looked through the mailing archives of this list and found some 
postings of similar problems but could not derive a solution for my 
case.
Can you send email (directly using either sendmail or what you have 
installed)  from that box to the in RT indicated recipients?

This will indicate whether RT or the system/mail is at fault.
Further: disk full?, mail relaying?, just the obvious.
It's a VE where nothing else is running. It has 4.3 GB more diskspace 
and memory to spare. Sending mail via commandline "mail" works (via. 
Exim/Sendmail).
The RT-System has been sending mail until recently ... began working 
instable (it worked one day and didn't on the next) and then one day it 
just stopped completely.


The weird thing is that usually I was told something like "Message 
recorded" and "Outgoing Message recorded" (or something) when updating a 
ticket with mail-action and I saw the outgoing mail + mailbody in the 
Ticket but that just stopped - there is nothing shown there anymore. If 
my memory servers me right it did not say anything about the outgoing 
mail on ticket-update either recently, it just showed the mail in the 
ticket (so I knew it was sent). In this case the /var/log/messages also 
looked funny.


That was after changing the: organization setting to rt.abaton.at in the 
RT_SiteConfig.pm:


Dec 12 12:42:42 rt RT: Successful login for gruber from 192.168.80.23 
(/usr/share/request-tracker3.6/html/autohandler:244)
Dec 12 12:42:55 rt RT: Use of uninitialized value in substitution (s///) 
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. 
(/usr/share/request-tracker3.6/l

ib/RT/Interface/Web.pm:617)
Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> #429/6351 - Scrip 
5  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)


Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> #429/6351 - Scrip 
6  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> sent  To: 
[EMAIL PROTECTED] 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:325)


Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> #429/6351 - Scrip 
7  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)


Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> #429/6351 - Scrip 
15  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:43:56 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250

)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> #429/6353 - Scrip 
5  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250

)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> #429/6353 - Scrip 
6  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250

)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> #429/6353 - Scrip 
7  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250

)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> #429/6353 - Scrip 
15  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:46:27 rt RT: 
<[EMAIL PROTECTED]> sent  To: 
[EMAIL PROTECTED] 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm

:325)
Dec 12 12:49:31 rt RT: 
<[EMAIL PROTECTED]> #429/6355 - Scrip 
2  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:49:31 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)


Dec 12 12:49:58 rt RT: 
<[EMAIL PROTECTED]> #429/6356 - Scrip 
2  (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 12 12:49:58 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)


Dec 12 12:50:06 rt RT: Use of uninitialized value in substitution (s///) 
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. 
(/usr/share/request-tracker3.6/l

ib/RT/Interface/Web.pm:617)
Dec 12 12:50:33 rt RT: 

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Kenneth Crocker]

Alexander,


	IT could be that RT isn't getting to the User table for some reason. 
The error message isn't saying it can't find a function or some module 
isn't responding. It is just saying that it can't find a recipient. 
Since recipients are (usually) some form of user, I would look into the 
DataBase to see if the users ARE there and if they are, is the DB down 
OR has the password for RT to use the DB changed, etc. Hope this helps.



Kenn
LBNL

On 12/19/2007 12:22 AM, Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I've got a serious problem with our RT installation, which has worked 
smoothly for over 6 months and then stopped sending emails (any kind of 
emails: corresponcende, cc, owner change notifications etc.)


The weird thing is that there where no prior changes in queues, no new 
users and no modification of rights.


I've looked through the mailing archives of this list and found some 
postings of similar problems but could not derive a solution for my case.




Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "[EMAIL PROTECTED]")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by 
[EMAIL PROTECTED] 
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT: 
<[EMAIL PROTECTED]> #450/6567 - Scrip 2 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///) 
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. 
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 5 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 6 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 7 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)


Global scrips:


/(no value)/ 


On Correspond Open Tickets with template Blank
/(no value)/ 


On Owner Change Notify Owner with template Transaction
/(no value)/ 


On Create Notify AdminCcs with template Transaction
/(no value)/ 


On Correspond Notify AdminCcs with template Admin Correspondence
/(no value)/ 


On Correspond Notify Requestors and Ccs with template Correspondence
/(no value)/ 


On Correspond Notify Other Recipients with template Correspondence
/(no value)/ 


On Comment Notify AdminCcs as Comment with template Admin Comment
/(no value)/ 


On Comment Notify Other Recipients as Comment with template Correspondence
/(no value)/ 


On Correspond Notify Owner with template Correspondence



Queue-Scrips:


   Scrips which apply to all queues

   * /(Scrip #1)/
 
 On Correspond Open Tickets with template Blank
   * /(Scrip #2)/
 
 On Owner Change Notify Owner with template Transaction
   * /(Scrip #4)/
 
 On Create Notify AdminCcs with template Transaction
   * /(Scrip #5)/
 
 On Correspond Notify AdminCcs with template Admin Correspondence
   * /(Scrip #6)/
 
 On Correspond Notify Requestors and Ccs with template Correspondence
   * /(Scrip #7)/
 
 On Correspond Notify Other Recipients with template Correspondence
   * /(Scrip #8)/
 

Re: [rt-users] RT stopped sending mail / No recipients found. Not sending.

[Joop]

Alexander Rudolf Gruber wrote:

*Hi Everyone,
*
I've got a serious problem with our RT installation, which has worked 
smoothly for over 6 months and then stopped sending emails (any kind 
of emails: corresponcende, cc, owner change notifications etc.)


The weird thing is that there where no prior changes in queues, no new 
users and no modification of rights.


I've looked through the mailing archives of this list and found some 
postings of similar problems but could not derive a solution for my case.
Can you send email (directly using either sendmail or what you have 
installed)  from that box to the in RT indicated recipients?

This will indicate whether RT or the system/mail is at fault.
Further: disk full?, mail relaying?, just the obvious.

Joop

___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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up to 20 percent off the price. This sale won't last long, so get in touch today. 
   Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745.



Community help: http://wiki.bestpractical.com
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Discover RT's hidden secrets with RT Essentials from O'Reilly Media. 
Buy a copy at http://rtbook.bestpractical.com

[rt-users] RT stopped sending mail / No recipients found. Not sending.

[Alexander Rudolf Gruber]

*Hi Everyone,
*
I've got a serious problem with our RT installation, which has worked 
smoothly for over 6 months and then stopped sending emails (any kind of 
emails: corresponcende, cc, owner change notifications etc.)


The weird thing is that there where no prior changes in queues, no new 
users and no modification of rights.


I've looked through the mailing archives of this list and found some 
postings of similar problems but could not derive a solution for my case.




Here is a short snippet from /var/log/messages:

(The actual requester was replaced with "[EMAIL PROTECTED]")

Dec 17 16:44:53 rt RT: Ticket 450 created in queue 'Support' by 
[EMAIL PROTECTED] 
(/usr/share/request-tracker3.6/lib/RT/Ticket_Overlay.pm:755)
Dec 17 16:45:02 rt RT: 
<[EMAIL PROTECTED]> #450/6567 - Scrip 2 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:02 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:09 rt RT: Use of uninitialized value in substitution (s///) 
at /usr/share/request-tracker3.6/lib/RT/Interface/Web.pm line 617. 
(/usr/share/request-tracker3.6/lib/RT/Interface/Web.pm:617)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 5 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 6 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 7 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> #450/6569 - Scrip 
15 (/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:238)
Dec 17 16:45:50 rt RT: 
<[EMAIL PROTECTED]> No recipients 
found. Not sending. 
(/usr/share/request-tracker3.6/lib/RT/Action/SendEmail.pm:250)


Global scrips:


/(no value)/ 

On Correspond Open Tickets with template Blank
/(no value)/ 

On Owner Change Notify Owner with template Transaction
/(no value)/ 

On Create Notify AdminCcs with template Transaction
/(no value)/ 

On Correspond Notify AdminCcs with template Admin Correspondence
/(no value)/ 

On Correspond Notify Requestors and Ccs with template Correspondence
/(no value)/ 

On Correspond Notify Other Recipients with template Correspondence
/(no value)/ 

On Comment Notify AdminCcs as Comment with template Admin Comment
/(no value)/ 

On Comment Notify Other Recipients as Comment with template Correspondence
	/(no value)/ 


On Correspond Notify Owner with template Correspondence



Queue-Scrips:


   Scrips which apply to all queues

   * /(Scrip #1)/
 
 On Correspond Open Tickets with template Blank
   * /(Scrip #2)/
 
 On Owner Change Notify Owner with template Transaction
   * /(Scrip #4)/
 
 On Create Notify AdminCcs with template Transaction
   * /(Scrip #5)/
 
 On Correspond Notify AdminCcs with template Admin Correspondence
   * /(Scrip #6)/
 
 On Correspond Notify Requestors and Ccs with template Correspondence
   * /(Scrip #7)/
 
 On Correspond Notify Other Recipients with template Correspondence
   * /(Scrip #8)/
 
 On Comment Notify AdminCcs as Comment with template Admin Comment
   * /(Scrip #9)/
 
 On Comment Notify Other Recipients as Comment with template
 Correspondence
   * /(Scrip #15)/
 
 On Correspond Notify Owner with template Correspondence


   Current Scrips

/(No scrips)/


Templates:


	*Blank*