[rt-users] rt creating multiple tickets
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 infoMedia Delivery new 12 hours agoTake 356 FW: FTP infoMedia Delivery new 12 hours agoTake 354 FW: FTP infoMedia Delivery new 12 hours agoTake 353 FW: FTP infoMedia Delivery new 12 hours agoTake 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 (rance.pi...@mlb.com) (/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
Re: [rt-users] rt creating multiple tickets
On 04/18/2012 09:02 AM, Tim Dunphy wrote: 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. What's in your mail logs?
Re: [rt-users] rt creating multiple tickets
On Wed, Apr 18, 2012 at 17:02, Tim Dunphy bluethu...@gmail.com 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 (rance.pi...@mlb.com) (/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.
Re: [rt-users] rt creating multiple tickets
Hi Guys, Thanks for your replies. One thing that I should probably mention is that the machine that I'm using to run RT on only has 2GB of physical memory. I don't know how much RT 4.0.2 requires but I've noticed that it appears to be running slowly and I wonder if this could be contributing to the issue. Here's what I find in my mail logs relating to the multiple ticket creation: [sysmail01:/data/home/dunphy] root% grep mdticket /var/log/syslog | grep -v -i imap Apr 17 15:22:00 sysmail01 postfix/local[4690]: [ID 197553 mail.info] 7F021352CE: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4, delays=0.13/0/0/3.8, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 15:22:18 sysmail01 postfix/local[2964]: [ID 197553 mail.info] 545BD352D2: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4, delays=0.02/0/0/4, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 19:58:39 sysmail01 postfix/local[18653]: [ID 197553 mail.info] BED741740D: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.1, delays=0.16/0/0/4.9, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:01:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info] 895E817427: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4.3, delays=0.14/0/0/4.1, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:11 sysmail01 postfix/local[18659]: [ID 197553 mail.info] 8EDCE17433: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.1, delays=0.01/0/0/5.1, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:12 sysmail01 postfix/local[19478]: [ID 197553 mail.info] 4CB4E17435: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4.6, delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info] 55A0117437: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=6.9, delays=0.01/2.4/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:17 sysmail01 postfix/local[18653]: [ID 197553 mail.info] 1E3DE17439: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5, delays=0.01/0.81/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:20 sysmail01 postfix/local[18659]: [ID 197553 mail.info] 763341743B: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=7, delays=0.02/2.8/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:21 sysmail01 postfix/local[19478]: [ID 197553 mail.info] 2B4391743D: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=4.6, delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:24 sysmail01 postfix/local[19445]: [ID 197553 mail.info] E51121743F: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.7, delays=0.01/1.5/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) Apr 17 20:02:25 sysmail01 postfix/local[18653]: [ID 197553 mail.info] 22BAC17441: to=mdtic...@mail01.mlbam.com, orig_to=mdtic...@mlbam.com, relay=local, delay=5.8, delays=0.01/1.6/0/4.2, dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail) We're actually processing mail on another machine due to weird firewall restrictions at our our company. I'm using a fetchmail clone that's known as 'getmail' in a script on the RT box to retrieve mail via IMAP SSL on the mail server: The script is very simple and has a bunch of lines corresponding to various RT accounts that look like the following: [rt@monitor03 ~]$ cat bin/rtmail #!/bin/bash /usr/bin/getmail --rcfile /home/rt/.getmail/rtcorrespond --rcfile /home/rt/.getmail/rtcomment --rcfile /home/rt/.getmail/rtreply I'm not sure if I've provided enough info here for you to go on, but I'm hoping this might shed some light on what might be causing this. Thank you, Tim On Wed, Apr 18, 2012 at 9:34 AM, Ruslan Zakirov r...@bestpractical.com wrote: On Wed, Apr 18, 2012 at 17:02, Tim Dunphy bluethu...@gmail.com 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
