[rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?
Hi, We have a strange situation where sometimes emails that should be sent are not received (for example upon a reply via web or email). I spent some time today trying to work out when this occurred, only to find that it was working as expected for various permutations of reply / comment etc to requestor / CC / Admin CC until I went digging for a specific ticket that I knew we'd witnessed this error with today. This is what appeared in the logs when I (the owner) replied using the web interface, which should have sent an email back to the requestor: Aug 1 12:05:22 sirius RT: rt-3.8.7-28432-1312164322-125.78931-1...@faredge.com.au #78931/638647 - Scrip 14 Notify Owner of Change (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) Aug 1 12:05:22 sirius RT: rt-3.8.7-28432-1312164322-125.78931-1...@faredge.com.au: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute program: Cannot allocate memory at /usr/share/request-tracker3.8/lib/RT/Interface/Email.pm line 432.#012#012Stack:#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:432]#012 [/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:307]#012 [/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:129]#012 [/usr/share/request-tracker3.8/lib/RT/ScripAction_Overlay.pm:238]#012 [/usr/share/request-tracker3.8/lib/RT/Scrip_Overlay.pm:464]#012 [/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm:196]#012 [/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:188]#012 [/usr/share/request-tracker3.8/lib/RT/Record.pm:1457]#012 [/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:2831]#012 [(eval 3450):12]#012 [/usr/share/request-tracker3.8/lib/RT/ScripAction_Overlay.pm:238]#012 [/usr/share/request-tracker3.8/lib/RT/Scrip_Overlay.pm:464]#012 [/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm:196]#012 [/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:188]#012 [/usr/share/request-tracker3.8/lib/RT/Record.pm:1457]#012 [/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:3323]#012 [/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:2996]#012 [/usr/share/request-tracker3.8/lib/RT/Record.pm:898]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:1340]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:1450]#012 [/usr/share/request-tracker3.8/html/Ticket/Display.html:156]#012 [/usr/share/request-tracker3.8/html/Ticket/Update.html:261]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:320]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:224]#012 [/usr/share/request-tracker3.8/html/autohandler:53] (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:448) Aug 1 12:05:24 sirius RT: rt-3.8.7-28430-1312164324-42.79722-...@faredge.com.au #79722/638648 - Scrip 4 On Correspond Notify AdminCcs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) Aug 1 12:05:24 sirius RT: rt-3.8.7-28430-1312164324-42.79722-...@faredge.com.au No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:342) Aug 1 12:05:24 sirius RT: rt-3.8.7-28430-1312164324-331.79722-...@faredge.com.au #79722/638648 - Scrip 6 On Correspond Notify Other Recipients (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) Aug 1 12:05:24 sirius RT: rt-3.8.7-28430-1312164324-331.79722-...@faredge.com.au No recipients found. Not sending. (/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:342) Aug 1 12:05:24 sirius RT: rt-3.8.7-28430-1312164324-628.79722-...@faredge.com.au #79722/638648 - Scrip 5 On Correspond Notify Requestors and Ccs (/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:300) Aug 1 12:05:24 sirius RT: rt-3.8.7-28430-1312164324-628.79722-...@faredge.com.au: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute program: Cannot allocate memory at /usr/share/request-tracker3.8/lib/RT/Interface/Email.pm line 432.#012#012Stack:#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Email.pm:432]#012 [/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:307]#012 [/usr/share/request-tracker3.8/lib/RT/Action/SendEmail.pm:129]#012 [/usr/share/request-tracker3.8/lib/RT/ScripAction_Overlay.pm:238]#012 [/usr/share/request-tracker3.8/lib/RT/Scrip_Overlay.pm:464]#012 [/usr/share/request-tracker3.8/lib/RT/Scrips_Overlay.pm:196]#012 [/usr/share/request-tracker3.8/lib/RT/Transaction_Overlay.pm:188]#012 [/usr/share/request-tracker3.8/lib/RT/Record.pm:1457]#012 [/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:2175]#012 [/usr/share/request-tracker3.8/lib/RT/Ticket_Overlay.pm:2087]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:1147]#012 [/usr/share/request-tracker3.8/html/Ticket/Display.html:146]#012 [/usr/share/request-tracker3.8/html/Ticket/Update.html:261]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:320]#012 [/usr/share/request-tracker3.8/lib/RT/Interface/Web.pm:224]#012 [/usr/share/request-tracker3.8/html/autohandler:53]
[rt-users] Customize Ticket History
Hello everybody Is there any way to customize the ticket History ? for ex. i would like to hide the system messages for the ticket for users else the whole overview about the tickets will be lost best regards john -- View this message in context: http://old.nabble.com/Customize-Ticket--History-tp32167894p32167894.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Customize Ticket History
hi John, i do something like what you need in the ticket.css: just add visibility:hidden in the unnecessary div's css. Do mind that RT uses the same CSS for a couple of places (like the ticket's main tab uses the same as ticket history tab) so if you flush it, it'll be gone from both places. If thats a problem you would probably need to branch your /Ticket/display.html and /ticket/history.html to point to different Ticket/elements/showhistory and add div tags so you can differentiate. Hope this helps, this is how i do it, maybe not the best, bot it works for us (= Regards, Daniel O.T. -Original Message- From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of john s. Sent: Monday, August 01, 2011 10:35 AM To: rt-users@lists.bestpractical.com Subject: [rt-users] Customize Ticket History [faked-from] Hello everybody Is there any way to customize the ticket History ? for ex. i would like to hide the system messages for the ticket for users else the whole overview about the tickets will be lost best regards john -- View this message in context: http://old.nabble.com/Customize-Ticket--History-tp32167894p32167894.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
[rt-users] Submitting tickets via emai is causing rt-server.fcgi to hang
Good evening, I've upgraded a v3.6.6 setup to v4.0.1 and some tickets being created via email are causing perl process to hang (or appear to hang) with 99% CPU ( ticket doesn't get created either). It doesn't happen with all messages and I'm stuck trying to work out why some messages are causing it. The upgrade is using a fresh rt4 directory. The RT_SiteConfig file was re-created (carefully). I created a new database, imported from old database, and ran the various db upgrade processes. I'm using the following plugins: Set(@MailPlugins,(qw(Auth::MailFrom Filter::TakeAction))); Set(@Plugins,(qw(RT::Extension::CommandByMail))); I get the following in the error_log: [Mon Aug 01 18:38:45 2011] [error] [client 150.101.114.91] FastCGI: comm with server /usr/local/rt4/sbin/rt-server.fcgi aborted: idle timeout (300 sec) [Mon Aug 01 18:38:45 2011] [error] [client 150.101.114.91] FastCGI: incomplete headers (0 bytes) received from server /usr/local/rt4/sbin/rt-server.fcgi [Mon Aug 01 18:38:45 2011] [error] [client 150.101.114.91] FastCGI: server /usr/local/rt4/sbin/rt-server.fcgi stderr: [Mon Aug 1 08:38:45 2011] [error]: Couldn't find sender's address (/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:74) [Mon Aug 01 18:38:45 2011] [error] [client 150.101.114.91] FastCGI: server /usr/local/rt4/sbin/rt-server.fcgi stderr: [Mon Aug 1 08:38:45 2011] [error]: Could not record email: Could not load a valid user (/usr/local/rt4/share/html/REST/1.0/NoAuth/mail-gateway:75) I added some warn statements to GetCurrentUser sub in MailFrom.pm, but warn statements don't get logged. So I'm apparently not understanding the code flow. Can anyone suggest what I need to do to troubleshoot this further. Thanks, Charlie -- Ꮚ Charlie Garrison ♊ garri...@zeta.org.au O ascii ribbon campaign - stop html mail - www.asciiribbon.org 〠 http://www.ietf.org/rfc/rfc1855.txt 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?
On 08/01/2011 02:43 AM, Chris Herrmann wrote: Aug 1 12:05:22 sirius RT: rt-3.8.7-28432-1312164322-125.78931-1...@faredge.com.au mailto:rt-3.8.7-28432-1312164322-125.78931-1...@faredge.com.au: Could not send mail with command `/usr/sbin/sendmail -oi -t`: couldn't execute program: Cannot allocate memory at /usr/share/request-tracker3.8/lib/RT/Interface/Email.pm line 432.#012#012Stack:#012 [snip] In qmail (not running on this particular box) I've seen what I suspect is a similar thing when you load spam assassin, AV etc etc, which requires you to increase the amount of memory available to the tcpserver via softlimit (exec /usr/local/bin/softlimit -m 4000 ...) and so on. Is this what I'm seeing here, and if so, how / what do I need to change? Or is it something else entirely? You're seeing effectively the same thing. Your machine is running out of memory and there isn't enough for the OS to run /usr/sbin/sendmail. You should increase the memory available or decrease your memory use. Thomas 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?
But the box has heaps of memory free on it. I've been searching but can't find anything that tells you how to up the per thread / process / etc memory limit. You can tune the number of workers and so forth in apache, but I don't expect dropping that to help if there is still 1.5g free ram on the box? 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?
On 08/01/2011 10:04 AM, Chris Herrmann wrote: But the box has heaps of memory free on it. I've been searching but can't find anything that tells you how to up the per thread / process / etc memory limit. You can tune the number of workers and so forth in apache, but I don't expect dropping that to help if there is still 1.5g free ram on the box? There may be 1.5 gigs of free memory now, but there might not have been when that log message was written. I'd start looking for cronjobs, etc. that might have been running at the same time. Thomas 2011 Training: http://bestpractical.com/services/training.html
[rt-users] When will we see RTIR for RT 4.x
As it's now been a while since RT4 was released I was wondering when we would see a release of RTIR that will be compatible with RT4, as the RTIR product page hasn't been updated and it's been very quiet on the list about it. We are waiting for a RTIR release before updating to RT4. Thanks. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Message body not shown because it is too large.
Ginger, Easy to fix. Your Ticket Display size is set too low for that particular ticket. Each user has the ability to set higher limits in their Preferences. It is the Maximum inline message length. Mine is set to 10. If you get a lot of these, you might want to consider upping the default size in your RT_SiteConfig.pm file. Kenn LBNL On Fri, Jul 29, 2011 at 8:01 AM, Ginger K keith.macpher...@gingermonkey.co.uk wrote: Forgive my late intrusion on this conversation. Sullivan, Rob wrote: I'm seeing some unusual behavior on an RT 3.8.9 system just upgraded from 3.6.6. It has to do with pasting text from Outlook or Word into a ticket, and results are different from browser to browser. Results seem to be the same regardless of whether we are using rich or plain text formatting. [snip] I was going nuts with the same issue. Investigating it further, I found the comment stored in the Contents field in the Attachments table--the attachment is identified by the second number in the Download (untitled) link. Paste from an Office application includes the xml style sheet that Microsoft Office apps add to html pages. It's pretty much the same content seen in a simple html page when Word is HTML editor. The dangerous route is to update the field with the expected contents while also updating the Content-Length item in the Headers field. It's a PITA to put it mildly. I now paste with great caution if the source is a Microsoft application. Hope this sheds some light on the question. Not sure what can be done to remove the extraneous content though. Keith -- View this message in context: http://old.nabble.com/%22Message-body-not-shown-because-it-is-too-large.%22-tp31155777p32160483.html Sent from the Request Tracker - User mailing list archive at Nabble.com. 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] see new replies on home / dashboard
Simno, You could try something like this: Make sure the customer is the Requestor. Then write a search that looks for LastUpdatedBy eq to the RequestorID AND LastUpdated 10 days ago or something to that effect. The point is that you can set up a search for the correct criteria and then put that search in your homepage display. Hope this helps. Kenn LBNL On Wed, Jul 20, 2011 at 4:47 PM, Simon Walter si...@gikaku.com wrote: Hi all, I'm new to RT. I've setup OTRS at my last company, and it was very useful. However, I like some of the RT features, and would like to be able to use it instead. One thing I need is to be able to see clearly on the Home screen / Dashboard is when a new reply to an existing ticket enters the system via email. It's clear when there is a new ticket in a queue, but there is no indication when a ticket has a new email reply. There are times when an issue is pending a customer's reply. If there is no clear way to see these replies on the home screen, that's kind of a show stopper. I think that is the only thing I miss from OTRS. Is there any way I can configure this? Should I be using RT differently? I'm all ears. Thanks! Simon 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Customize Ticket History
Am 01.08.2011 10:35, schrieb john s.: Hello everybody Is there any way to customize the ticket History ? for ex. i would like to hide the system messages for the ticket for users else the whole overview about the tickets will be lost best regards john Try my extension: https://github.com/cloos/RT-Extension-HistoryFilter -Chris 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] When will we see RTIR for RT 4.x
On Aug 1, 2011, at 10:12 AM, Alex Young wrote: As it’s now been a while since RT4 was released I was wondering when we would see a release of RTIR that will be compatible with RT4, as the RTIR product page hasn’t been updated and it’s been very quiet on the list about it. We are waiting for a RTIR release before updating to RT4. Thanks. I accidentally sent this reply only to Alex earlier: We're hard at work on it. We prioritize our own internal development work based on what we hear from our customers. We're taking the opportunity to clean and refine a huge chunk of the RTIR internals. With Lifecyles and IP Address custom fields becoming core RT features in RT4, we're able to simplify RTIR, which means that it will be easier to maintain, customize and extend going forward. If RTIR on RT4 is a priority for you folks and sponsorship (either in the form of development work or a support contract) is an option, I'd be thrilled to chat about how that might work off-list. 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] create a ticket without the owner nobody
You might want to try this:
http://www.gossamer-threads.com/lists/rt/users/99441 or below (same):
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom condition:
my $trans = $self-TransactionObj;
return ($trans-Type eq Status
$trans-NewValue eq open);
Custom action prep code:
my $ticket = $self-TicketObj;
my $trans = $self-TransactionObj;
my $owner_id = $trans-CreatorObj-PrincipalId;
if ($ticket-OwnerObj-Name() eq 'Nobody' )
{
$ticket-SetOwner($owner_id, 'Force');
}
return 1;
Cleanup:
return 1;
Works for me - Auto assigns a ticket to the creating user when the ticket is
created, and assigns to current user when opened and owner = nobody.
Not sure if this is what you're going for, but it's helped keep my guys on
track. If you want to completely remove 'Nobody' from the owner group list...
Not sure if that can be done - You could default everything to a specific user
instead of 'Nobody'; that's essentially the same thing as 'Nobody' though.
Hope this helps!
Kris Germann
Fibernetics Corporation
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of john s.
Sent: July-29-11 8:16 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] create a ticket without the owner nobody
Hello everybody,
Actually we run a rt 3.8 system
I'm looking for a solution if someone creates an ticket that the user can't set
the owner nobody or any other name only the username should work.
Is it possible ?
best regards john
--
View this message in context:
http://old.nabble.com/create-a-ticket-without-the-owner-nobody-tp32160601p32160601.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.
2011 Training: http://bestpractical.com/services/training.html
2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] See all tickes w same domain
Rolf, If that client has a relatively static user base, put them in a user-group and grant ShowTickets for that group for that Queue. If the client user base isn't very static, then you might need to do a regex based on the last portion of the email address (usually the same for all employees of a company) and get them into that group. Kenn LBNL On Thu, Jul 28, 2011 at 5:40 AM, Rolf Schaufelberger r...@plusw.de wrote: Hi, I have a queue where all my customers can create tickets (normally by email), and when they login they see only their tickets. Now, if a have a customer where many users create tickets, how do I have to configure my system, so that all users from a client (company) can see all tickets from that company ? The association could either be , that the domain part of the email address is the same, or option 2, the value of a ticket custom fileld has a value of 'blah' , or I could create a group for that company, assign all users and then show tickets with requestors of that group ? What is the best way to do solve this? Rolf Schaufelberger 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] Not add user emails to CC field
Simon, I hacked the RT code for adding Email Cc's and created a scrip that will do it on a Queue-by-Queue basis for creates and subsequent correspondence. I thought I put it in the wiki. Kenn LBNL On Fri, Jul 29, 2011 at 10:46 AM, Simon Gao simon@schrodinger.comwrote: On Fri, Jul 29, 2011 at 10:43 AM, Thomas Sibley t...@bestpractical.comwrote: On 07/29/2011 01:37 PM, Simon Gao wrote: After a ticket is created. For example: A ticket created by email, us...@example.com mailto:us...@example.com. This is added to requestors field. During subsequent correspondences, us...@example2.com mailto:us...@example2.com is cced. We don't want add us...@example2.com mailto:us...@example2.com to the Cc: field. Is this possible? You've turned on the $ParseNewMessageForTicketCcs option. Turn it off to stop adding Ccs automatically. Thomas Can this done per queue based? Simon 2011 Training: http://bestpractical.com/services/training.html 2011 Training: http://bestpractical.com/services/training.html
Re: [rt-users] RT 3.8.7 fails to send email sometimes - cannot allocate memory?
Yes, I've grabbed the mrtgs for memory usage, and at about 9:30am yesterday free ram plummeted on the box, and cleared itself up at about 12:30 or shortly before I started looking at it. There are a few times a day when free memory gets very low, but they don't correlate with cron jobs... I've tried tuning the following parameters in apache: MaxClients 50 MaxRequestsPerChild 1 dropping from 150, 0 respectively. The server doesn't host any high volume / usage sites and spends most of it's day counting sheep so I'd rather the (presumably) extra memory allocated per child and auto-cycling children in case of memory leaks. I'll watch this for a few days and see how memory usage on the box compares then report back. 2011 Training: http://bestpractical.com/services/training.html
