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emails on ticket updates not being sent in 4.0.6

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niall.wilson at ichec

May 23, 2012, 4:01 AM

Post #1 of 30 (2006 views)
Permalink

emails on ticket updates not being sent in 4.0.6

Hi,

I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

Sample debug output is :

[Wed May 23 10:52:07 2012] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment [at] ichec>
Reply-To: support-systems-comment [at] ichec
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>
References: <RT-Ticket-416 [at] ichec> <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson [at] ichec
Bcc: niall.wilson [at] ichec
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment [at] ichec>
Reply-To: support-systems-comment [at] ichec
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>
References: <RT-Ticket-416 [at] ichec> <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson [at] ichec
Bcc: niall.wilson [at] ichec
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Bcc; recipients are niall.wilson [at] ichec (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment [at] ichec>
Reply-To: support-systems-comment [at] ichec
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>
References: <RT-Ticket-416 [at] ichec> <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson [at] ichec
Bcc: niall.wilson [at] ichec
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Got user mail preference 'Individual messages' for user niall.wilson [at] ichec (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:681)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: No recipients found for deferred delivery on transaction #8091 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:712)
[Wed May 23 10:52:07 2012] [info]: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec> #416/8091 - Scrip 8 On Comment Notify AdminCcs as Comment (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Wed May 23 10:52:07 2012] [error]: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.

Stack:
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:466]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
[/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:198]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:201]
[/opt/rt4/sbin/../lib/RT/Record.pm:1459]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2243]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2103]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1856]
[/opt/rt4/share/html/Ticket/Display.html:164]
[/opt/rt4/share/html/Ticket/Update.html:328]
[/opt/rt4/share/html/Ticket/autohandler:19]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:568]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:318]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:470)

--
Niall Wilson
ICHEC Systems Team

giles at coochey

May 23, 2012, 5:38 AM

Post #2 of 30 (1944 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 23/05/2012 12:01, Niall Wilson wrote:
> Hi,
>
> I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.
>
> If I revert to 4.0.5 email works fine.
>

> <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465)
> [Wed May 23 10:52:07 2012] [crit]:<rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: Could not send mail with command `/usr/sbin/sendmail -oi -t`:<rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.
>
>
>

Interesting - I've just upgraded to 4.0.6 from 4.0.5 and just tested
this (I'm on CentOS 6.2, with mod_perl setup). I couldn't replicate your
issue. It seems to me that the /usr/sbin/sendmail command failed - have
you checked this? Permissions, command line options etc...

Attachments:

smime.p7s (4.81 KB)

niall.wilson at ichec

May 23, 2012, 6:40 AM

Post #3 of 30 (1938 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

>
> On 23/05/2012 12:01, Niall Wilson wrote:
>> Hi,
>>
>> I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.
>>
>> If I revert to 4.0.5 email works fine.
>>
>
>> <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465)
>> [Wed May 23 10:52:07 2012] [crit]:<rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: Could not send mail with command `/usr/sbin/sendmail -oi -t`:<rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.
>>
>>
>>
>
> Interesting - I've just upgraded to 4.0.6 from 4.0.5 and just tested this (I'm on CentOS 6.2, with mod_perl setup). I couldn't replicate your issue. It seems to me that the /usr/sbin/sendmail command failed - have you checked this? Permissions, command line options etc...
>

Thanks for the response but no, I've tested that and /usr/sbin/sendmail is working fine (tested manually and also by reverting to RT 4.0.5).

trs at bestpractical

May 23, 2012, 8:09 AM

Post #4 of 30 (1941 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 07:01 AM, Niall Wilson wrote:
> I've just updated to 4.0.6 and ticket updates are no longer being
> emailed. This does not seem to be related to the noted FCGI.pm
> problem as (1) I'm using mod_perl and (2) I updated the installed
> FCGI to v 0.74 just in case.
>
> If I revert to 4.0.5 email works fine.

What package provides /usr/bin/sendmail on your system? Is it postfix,
or qmail, or SendMail™ or something else?

> [Wed May 23 10:52:07 2012] [error]:
> <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail
> -oi -t` exited with code 1
> (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465)
> [Wed May 23 10:52:07 2012] [crit]:
> <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: Could not send mail
> with command `/usr/sbin/sendmail -oi -t`:
> <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail
> -oi -t` exited with code 1 at
> /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.

Exit code 1 isn't very useful, unfortunately. Does this happen with
every single mail RT tries to send? Are there ever any other exit codes
or errors?

Thomas

trs at bestpractical

May 23, 2012, 8:20 AM

Post #5 of 30 (1936 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

Please keep replies on the list, thanks.

On 05/23/2012 11:14 AM, Niall Wilson wrote:
> On 23 May 2012, at 16:09, Thomas Sibley wrote:
>> Exit code 1 isn't very useful, unfortunately. Does this happen with
>> every single mail RT tries to send? Are there ever any other exit codes
>> or errors?
>
> Not that I can see. I will set $SMTPDebug and see if I can get anything extra out of that.

$SMTPDebug is only when $MailCommand is set to 'smtp'. It won't be
useful here.

Does this error happen with every single mail RT tries to send, or just
some?

Thomas

ptomblin at xcski

May 23, 2012, 8:31 AM

Post #6 of 30 (1930 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On Wed, May 23, 2012 at 11:09 AM, Thomas Sibley <trs [at] bestpractical> wrote:
>> <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>: `/usr/sbin/sendmail
>> -oi -t` exited with code 1 at
>> /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.
>
> Exit code 1 isn't very useful, unfortunately. �Does this happen with
> every single mail RT tries to send? �Are there ever any other exit codes
> or errors?

Is it possible to change that command from "/usr/sbin/sendmail -oi -t"
to "/usr/sbin/sendmail -oi -t -v"? Because that will cause postfix
(at least) to email some extra information to postmaster.

--
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin

trs at bestpractical

May 23, 2012, 8:33 AM

Post #7 of 30 (1935 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 11:25 AM, Niall Wilson wrote:
> On 23 May 2012, at 16:20, Thomas Sibley wrote:
>> Please keep replies on the list, thanks.

Niall— Again, please send your replies to rt-users. I subscribe and
will see your messages. If you don't reply to the list, other users
can't benefit from our discussion or chime in with info.

> Ahh, OK. Maybe exim verbose mode so.

Yes, that would be useful. I'd expect errors in your mail logs if
/usr/bin/sendmail is bailing with a generic error.

Thomas

>> Does this error happen with every single mail RT tries to send, or just
>> some?
>
> Yes, all outgoing mail. New tickets can be created via rt-mailgate but no notification is received. Similarly replies, comments, etc are recorded but not emailed.
>
>>
>> Thomas
>>
>
> --
> Niall Wilson
> ICHEC Systems Team

niall.wilson at ichec

May 23, 2012, 9:15 AM

Post #8 of 30 (1934 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 23 May 2012, at 16:33, Thomas Sibley wrote:

> On 05/23/2012 11:25 AM, Niall Wilson wrote:
>> On 23 May 2012, at 16:20, Thomas Sibley wrote:
>>> Please keep replies on the list, thanks.
>
> Niall� Again, please send your replies to rt-users. I subscribe and
> will see your messages. If you don't reply to the list, other users
> can't benefit from our discussion or chime in with info.
>

oops, apologies for that.

>> Ahh, OK. Maybe exim verbose mode so.
>
> Yes, that would be useful. I'd expect errors in your mail logs if
> /usr/bin/sendmail is bailing with a generic error.
>

So it looks like the reason is that sendmail (exim) isn't receiving a recipient address:

Bounce emails to the rt user on each event contain:
"A message that you sent contained no recipient addresses, and therefore no delivery could be attempted."

However, if I change $MailCommand to 'sendmail' instead of 'sendmailpipe' (and remove the -t arg from $SendmailArguments) email updates work again.

Not sure what the difference between these two methods is but Set($MailCommand , 'sendmail'); has fixed the issue for me.

niall.

trs at bestpractical

May 23, 2012, 10:05 AM

Post #9 of 30 (1933 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 12:15 PM, Niall Wilson wrote:
> So it looks like the reason is that sendmail (exim) isn't receiving a
> recipient address:
>
> Bounce emails to the rt user on each event contain: "A message that
> you sent contained no recipient addresses, and therefore no delivery
> could be attempted."
>
> However, if I change $MailCommand to 'sendmail' instead of
> 'sendmailpipe' (and remove the -t arg from $SendmailArguments) email
> updates work again.
>
> Not sure what the difference between these two methods is but
> Set($MailCommand , 'sendmail'); has fixed the issue for me.

That's mighty strange. Can you send us both your non-working and
working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
passwords contained in them.

Thomas

trs at bestpractical

May 23, 2012, 10:06 AM

Post #10 of 30 (1940 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 01:05 PM, Thomas Sibley wrote:
> That's mighty strange. Can you send us both your non-working and
> working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
> passwords contained in them.

You can get a redacted version, along with other useful information, by
saving the Configuration -> Tools -> System Configuration page in your
browser.

jblaine at kickflop

May 23, 2012, 10:11 AM

Post #11 of 30 (1931 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

FWIW, we are seeing the same sendmail problem with 3.8.10 patched
with latest patch set.

On 5/23/2012 1:06 PM, Thomas Sibley wrote:
> On 05/23/2012 01:05 PM, Thomas Sibley wrote:
>> That's mighty strange. Can you send us both your non-working and
>> working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
>> passwords contained in them.
>
> You can get a redacted version, along with other useful information, by
> saving the Configuration -> Tools -> System Configuration page in your
> browser.
>

jblaine at kickflop

May 23, 2012, 10:18 AM

Post #12 of 30 (1942 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 5/23/2012 1:11 PM, Jeff Blaine wrote:
> FWIW, we are seeing the same sendmail problem with 3.8.10 patched
> with latest patch set.

[Wed May 23 16:36:25 2012] [crit]:
<rt-3.8.10-19076-1337790985-875.54825-20-0 [at] our>: Could not send mail
with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed
pipe at /apps/rt/bin/../lib/RT/Interface/Email.pm line 451, <GEN72> line 1.

All defaults, not overridden in RT_SiteConfig.pm

Set($MailCommand , 'sendmailpipe');
Set($SendmailArguments , "-oi -t");
Set($SendmailBounceArguments , '-f "<>"');
Set($SendmailPath , "/usr/sbin/sendmail");

[root [at] rtsrv etc]# uname -a
Linux rtsrv1.our.org 2.6.18-308.el5 #1 SMP Fri Jan 27 17:17:51 EST 2012
x86_64 x86_64 x86_64 GNU/Linux
[root [at] rtsrv etc]# cat /etc/redhat-release
Red Hat Enterprise Linux Server release 5.8 (Tikanga)
[root [at] rtsrv etc]# ls -ld /usr/sbin/sendmail
lrwxrwxrwx 1 root root 21 Aug 17 2009 /usr/sbin/sendmail ->
/etc/alternatives/mta
[root [at] rtsrv etc]# ls -ld /etc/alternatives/mta
lrwxrwxrwx 1 root root 27 Nov 19 2011 /etc/alternatives/mta ->
/usr/sbin/sendmail.sendmail
[root [at] rtsrv etc]#

trs at bestpractical

May 23, 2012, 10:37 AM

Post #13 of 30 (1917 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 01:18 PM, Jeff Blaine wrote:
> On 5/23/2012 1:11 PM, Jeff Blaine wrote:
>> FWIW, we are seeing the same sendmail problem with 3.8.10 patched
>> with latest patch set.

Not quite the same. You're getting a SIGPIPE not a failed exit.

Are you running mod_perl or FastCGI? If fastcgi, mod_fcgid,
mod_fastcgi, or something else?

Can we see a saved copy of the System Configuration page?

What's in your mail logs?

> [Wed May 23 16:36:25 2012] [crit]:
> <rt-3.8.10-19076-1337790985-875.54825-20-0 [at] our>: Could not send mail
> with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed
> pipe at /apps/rt/bin/../lib/RT/Interface/Email.pm line 451, <GEN72> line 1.
>
> All defaults, not overridden in RT_SiteConfig.pm
>
> Set($MailCommand , 'sendmailpipe');
> Set($SendmailArguments , "-oi -t");
> Set($SendmailBounceArguments , '-f "<>"');
> Set($SendmailPath , "/usr/sbin/sendmail");
>
> [root [at] rtsrv etc]# uname -a
> Linux rtsrv1.our.org 2.6.18-308.el5 #1 SMP Fri Jan 27 17:17:51 EST 2012
> x86_64 x86_64 x86_64 GNU/Linux
> [root [at] rtsrv etc]# cat /etc/redhat-release
> Red Hat Enterprise Linux Server release 5.8 (Tikanga)
> [root [at] rtsrv etc]# ls -ld /usr/sbin/sendmail
> lrwxrwxrwx 1 root root 21 Aug 17 2009 /usr/sbin/sendmail ->
> /etc/alternatives/mta
> [root [at] rtsrv etc]# ls -ld /etc/alternatives/mta
> lrwxrwxrwx 1 root root 27 Nov 19 2011 /etc/alternatives/mta ->
> /usr/sbin/sendmail.sendmail
> [root [at] rtsrv etc]#
>

jblaine at kickflop

May 23, 2012, 10:54 AM

Post #14 of 30 (1918 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

> Are you running mod_perl or FastCGI? If fastcgi, mod_fcgid,
> mod_fastcgi, or something else?

mod_perl

> Can we see a saved copy of the System Configuration page?

Mailing to you.

> What's in your mail logs?

Absolutely nothing worthwhile :(

Just a bunch of angry users with broken RT mail from a security
patch.

BTW, as an aside, these are completely conflicting pieces of
information:

Note that you should remove the '-t' from C<$SendmailArguments>
if you use 'sendmail' rather than 'sendmailpipe'

...

These arguments are good for sendmail brand sendmail 8 and newer
C<Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");>

trs at bestpractical

May 23, 2012, 11:29 AM

Post #15 of 30 (1919 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 01:54 PM, Jeff Blaine wrote:
>> What's in your mail logs?
>
> Absolutely nothing worthwhile :(
>
> Just a bunch of angry users with broken RT mail from a security
> patch.

We obviously didn't run across this problem in testing, and we're
working to try and replicate it now.

> BTW, as an aside, these are completely conflicting pieces of
> information:

Not quite.

> Note that you should remove the '-t' from C<$SendmailArguments>
> if you use 'sendmail' rather than 'sendmailpipe'

If you set $MailCommand to 'sendmail' you should remove -t from
SendmailArguments.

> ...
>
> These arguments are good for sendmail brand sendmail 8 and newer
> C<Set($SendmailArguments,"-oi -t -ODeliveryMode=b -OErrorMode=m");>

This suggestion is assuming you're using $MailCommand eq 'sendmailpipe'.
Putting the two together, if you're using sendmail brand sendmail AND
MailCommand eq 'sendmail' (not a given!), you should use
SendmailArguments '-oi -ODeliveryMode=b -OErrorMode=m'.

These are neither here nor there for this issue though.

Thomas

jblaine at kickflop

May 23, 2012, 11:29 AM

Post #16 of 30 (1919 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

Will also add to the data that our *other* RT instance
running 4.0.6 now, on a RHEL 6.2 box, with mod_perl as
well... works fine.

[. In contrast to our 3.8.10 + security patches on RHEL ]
[ 5.8 where web UI -> email broke ]

trs at bestpractical

May 23, 2012, 11:32 AM

Post #17 of 30 (1923 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 02:29 PM, Jeff Blaine wrote:
> Will also add to the data that our *other* RT instance
> running 4.0.6 now, on a RHEL 6.2 box, with mod_perl as
> well... works fine.

Can you send me the Sys Config page for that instance?

> [. In contrast to our 3.8.10 + security patches on RHEL ]
> [ 5.8 where web UI -> email broke ]

trs at bestpractical

May 23, 2012, 11:50 AM

Post #18 of 30 (1919 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 01:54 PM, Jeff Blaine wrote:
>> What's in your mail logs?
>
> Absolutely nothing worthwhile :(

Can you send us your apache error logs?

Are you running with selinux enabled?

jblaine at kickflop

May 23, 2012, 1:04 PM

Post #19 of 30 (1905 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 5/23/2012 2:50 PM, Thomas Sibley wrote:
> On 05/23/2012 01:54 PM, Jeff Blaine wrote:
>>> What's in your mail logs?
>>
>> Absolutely nothing worthwhile :(
>
> Can you send us your apache error logs?

Honest, there's nothing there to send you. Nothing in error logs
at all per-correspondence. Nothing bad in error logs at RT
startup.

Here's the ssl_access_log info from a reply, which is all
I have to show for the attempt:

xx.yy.44.251 - - [23/May/2012:15:44:14 -0400] "GET
/Ticket/Update.html?Action=Respond&id=54826 HTTP/1.1" 200 14631
xx.yy.44.251 - - [23/May/2012:15:44:19 -0400] "POST /Ticket/Update.html
HTTP/1.1" 302 365
xx.yy.44.251 - - [23/May/2012:15:44:21 -0400] "GET
/Ticket/Display.html?id=54826&results=47c7103ceafa17814c73bfbd05661ca1
HTTP/1.1" 200 41286

There's nothing in the mail queue and there's nothing in
/var/log/maillog, which we have configured in /etc/syslog.conf
as:

mail.* -/var/log/maillog

> Are you running with selinux enabled?

Nope.

I'll point out, too, for more data ... that before I did the
patching yesterday, I did a:

mkdir SAVE
cp -rp bin lib share local etc SAVE

Looking at the new lib/RT/Interface/Email.pm from the patch, and
looking at the diff IN the patch file itself, I saw nothing
requiring any new code or DB references, so tried dropping the
old "SAVE/lib/RT/Interface/Email.pm" file back in place. It bought
me nothing.

alexmv at bestpractical

May 23, 2012, 1:05 PM

Post #20 of 30 (1910 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On Wed, 2012-05-23 at 13:11 -0400, Jeff Blaine wrote:
> FWIW, we are seeing the same sendmail problem with 3.8.10 patched
> with latest patch set.

We have replicated this problem when running 3.8.12, or 3.8.x + the
security patches, when running under mod_perl; mod_fcgid and mod_fastcgi
are unaffected. We also do not believe 4.0.6 or 4.0.x + security
patches are affected.
- Alex

trs at bestpractical

May 23, 2012, 1:23 PM

Post #21 of 30 (1904 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 04:04 PM, Jeff Blaine wrote:
> I'll point out, too, for more data ... that before I did the
> patching yesterday, I did a:
>
> mkdir SAVE
> cp -rp bin lib share local etc SAVE
>
> Looking at the new lib/RT/Interface/Email.pm from the patch, and
> looking at the diff IN the patch file itself, I saw nothing
> requiring any new code or DB references, so tried dropping the
> old "SAVE/lib/RT/Interface/Email.pm" file back in place. It bought
> me nothing.

Did you restart apache after this? We see no reason why this shouldn't
work, and it works locally for us. (And if you don't use RT's VERP
support, it won't even leave you vulnerable.)

Can you try it again, making sure to restart apache, and verify if it
does or does not work?

Thomas

jblaine at kickflop

May 23, 2012, 1:24 PM

Post #22 of 30 (1907 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 5/23/2012 4:05 PM, Alex Vandiver wrote:
> On Wed, 2012-05-23 at 13:11 -0400, Jeff Blaine wrote:
>> FWIW, we are seeing the same sendmail problem with 3.8.10 patched
>> with latest patch set.
>
> We have replicated this problem when running 3.8.12, or 3.8.x + the
> security patches, when running under mod_perl

WHEW. Good to know.

I don't know why, but I can't get my $RT::Logger->crit("...")
calls to spit out anything from inside Email.pm

Yes, I'm desperate here :)

chiestand at salk

May 23, 2012, 1:35 PM

Post #23 of 30 (1906 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On May 23, 2012, at 1:24 PM, Jeff Blaine wrote:

> On 5/23/2012 4:05 PM, Alex Vandiver wrote:
>> On Wed, 2012-05-23 at 13:11 -0400, Jeff Blaine wrote:
>>> FWIW, we are seeing the same sendmail problem with 3.8.10 patched
>>> with latest patch set.
>>
>> We have replicated this problem when running 3.8.12, or 3.8.x + the
>> security patches, when running under mod_perl

I also had this problem when I upgraded from 3.8.9 to 3.8.12 yesterday.
I had to rollback the upgrade in order to get operational again.

It sounds like Best Practical has this under control now, but I'd be happy
to send any additional data to help.

Thanks,
Chris

jblaine at kickflop

May 23, 2012, 1:36 PM

Post #24 of 30 (1908 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 5/23/2012 4:23 PM, Thomas Sibley wrote:
> On 05/23/2012 04:04 PM, Jeff Blaine wrote:
>> I'll point out, too, for more data ... that before I did the
>> patching yesterday, I did a:
>>
>> mkdir SAVE
>> cp -rp bin lib share local etc SAVE
>>
>> Looking at the new lib/RT/Interface/Email.pm from the patch, and
>> looking at the diff IN the patch file itself, I saw nothing
>> requiring any new code or DB references, so tried dropping the
>> old "SAVE/lib/RT/Interface/Email.pm" file back in place. It bought
>> me nothing.
>
> Did you restart apache after this? We see no reason why this shouldn't
> work, and it works locally for us. (And if you don't use RT's VERP
> support, it won't even leave you vulnerable.)
>
> Can you try it again, making sure to restart apache, and verify if it
> does or does not work?

I did restart Apache, however I remembering now that we have
quite a bit of the correspond scrips disabled (but no, this
has not just been a "Problem Exists Between Chair and Keyboard"
situation).

Tickling some RT email via a ticket update (owner change) does
in fact send email properly with the old Email.pm in place.

trs at bestpractical

May 23, 2012, 1:45 PM

Post #25 of 30 (1905 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 05/23/2012 04:35 PM, Chris Hiestand wrote:
> I also had this problem when I upgraded from 3.8.9 to 3.8.12 yesterday.
> I had to rollback the upgrade in order to get operational again.

It's great to hear about these sorts of things when they happen. If
there's a next time, don't hesitate to make noise if an upgrade causes
fundamental failures like this.

> It sounds like Best Practical has this under control now, but I'd be happy
> to send any additional data to help.

Any additional data may help. If you can send along a saved copy of
your System Configuration page from RT, that would be great. If you
still have example errors from the error log, those would also be useful.

Thomas

niall.wilson at ichec

May 23, 2012, 3:40 PM

Post #26 of 30 (792 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 23 May 2012, at 18:05, Thomas Sibley wrote:

> On 05/23/2012 12:15 PM, Niall Wilson wrote:
>> So it looks like the reason is that sendmail (exim) isn't receiving a
>> recipient address:
>>
>> Bounce emails to the rt user on each event contain: "A message that
>> you sent contained no recipient addresses, and therefore no delivery
>> could be attempted."
>>
>> However, if I change $MailCommand to 'sendmail' instead of
>> 'sendmailpipe' (and remove the -t arg from $SendmailArguments) email
>> updates work again.
>>
>> Not sure what the difference between these two methods is but
>> Set($MailCommand , 'sendmail'); has fixed the issue for me.
>
> That's mighty strange. Can you send us both your non-working and
> working RT 4.0.6 RT_SiteConfig.pm? Please be sure to redact any
> passwords contained in them.
>

Working config mailed to your address. Diff between working and non-working is

diff RT_SiteConfig.pm RT_SiteConfig.pm.broken

23c23
< Set($MailCommand , 'sendmail');
---
> Set($MailCommand , 'sendmailpipe');
25c25
< Set($SendmailArguments , "-oi");
---
> Set($SendmailArguments , "-oi -t");

chiestand at salk

May 23, 2012, 4:52 PM

Post #27 of 30 (783 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On May 23, 2012, at 1:45 PM, Thomas Sibley wrote:

> It's great to hear about these sorts of things when they happen. If
> there's a next time, don't hesitate to make noise if an upgrade causes
> fundamental failures like this.

I apologize for the delay; I fully intended to send this yesterday but time
did not permit.

> Any additional data may help. If you can send along a saved copy of
> your System Configuration page from RT, that would be great. If you
> still have example errors from the error log, those would also be useful.

If it helps, this is a Debian Squeeze system.

The RT error was:

> [Tue May 22 19:36:46 2012] [info]: <rt-3.8.12-24249-1337715406-1496.67623-81-0 [at] rt> #67623/656937 - Scrip 81 Autoreply (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
> [Tue May 22 19:36:46 2012] [crit]: <rt-3.8.12-24249-1337715406-1496.67623-81-0 [at] rt>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe at /opt/rt3/bin/../lib/RT/Interface/Email.pm line 451, <GEN62> line 1.
>
> Stack:
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:451]
> [/usr/lib/perl/5.10/IO/Handle.pm:148]
> [/usr/share/perl5/MIME/Decoder/NBit.pm:151]
> [/usr/share/perl5/MIME/Decoder.pm:258]
> [/usr/share/perl5/MIME/Entity.pm:1883]
> [/usr/share/perl5/MIME/Entity.pm:1853]
> [/usr/share/perl5/MIME/Entity.pm:1773]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:458]
> [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:309]
> [/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:129]
> [/opt/rt3/bin/../lib/RT/ScripAction_Overlay.pm:238]
> [/opt/rt3/bin/../lib/RT/Scrip_Overlay.pm:477]
> [/opt/rt3/bin/../lib/RT/Scrips_Overlay.pm:205]
> [/opt/rt3/bin/../lib/RT/Transaction_Overlay.pm:188]
> [/opt/rt3/bin/../lib/RT/Record.pm:1457]
> [/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:660]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1472]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt3/bin/../lib/RT/Interface/Email.pm:472)

The exim error was:
> 2012-05-22 12:33:06 1SWupO-0006Sc-LX Message abandoned: Input read error (Bad file descriptor) while receiving message from www-data

Our sendmail config is set in RT_Config.pm (not set in SiteConfig):

Set($MailCommand , 'sendmailpipe');
...
Set($SendmailArguments , "-oi -t");

Attached is the full, working, 3.8.9 configuration. I did not save the configuration from 3.8.12, but I changed almost nothing (save for installing the latest fcgi from CPAN) during the upgrade.

Attachments:

System Configuration.html (95.1 KB)

Michael_Fisher at URMC

Jun 1, 2012, 4:02 PM

Post #28 of 30 (744 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

I believe that this affected me too. I performed the upgrade from RT 4.0.5 to 4.0.6 yesterday and email stopped.

The workaround I found was overriding the mail command in my RT_SiteConfig.pm, as mentioned in this thread, but from the default ('sendmailpipe'):

Set( $MailCommand, 'sendmail' );

My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail 8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6.

Here are additional symptoms I observed.

In my Request Tracker log:

[Fri Jun 1 18:35:47 2012] [info]: <rt-4.0.6-26519-1338575747-802.33892-4-0 [at] son<http://rochester.edu>> #33892/384246 - Scrip 4 Notify AdminCcs On Create (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:301)
[Fri Jun 1 18:35:47 2012] [critical]: <rt-4.0.6-26519-1338575747-802.33892-4-0 [at] son<http://son.rochester.edu>>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe at /usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm line 449.

Stack:
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:449]
[/usr/local/lib/perl5/5.12.4/mach/IO/Handle.pm:406]
[/usr/local/lib/perl5/site_perl/5.12.4/MIME/Head.pm:535]
[/usr/local/lib/perl5/site_perl/5.12.4/Mail/Internet.pm:112]
[/usr/local/lib/perl5/site_perl/5.12.4/MIME/Entity.pm:1770]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:456]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:308]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:128]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/ScripAction.pm:232]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Scrip.pm:475]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Scrips.pm:198]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Transaction.pm:201]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Record.pm:1459]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Ticket.pm:676]
[/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1522]
[/usr/local/share/rt40/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:470)

However, failures were inconsistent -- some had false positives:

[Fri Jun 1 17:11:54 2012] [info]: <rt-4.0.6-26923-1338570714-238.33891-4-0 [at] son<http://rochester.edu>> #33891/384223 - Scrip 4 Notify AdminCcs On Create (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:301)
[Fri Jun 1 17:11:54 2012] [info]: <rt-4.0.6-26923-1338570714-238.33891-4-0 [at] son<http://rochester.edu>> sent Bcc: Michael_Fisher [at] URMC<mailto:Michael_Fisher [at] URMC> (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:332)

In my mail log, I was seeing entries like this (note that the sender/recipient email addresses are missing and defaulted to the web server process user):

Jun 1 13:11:54 rt sendmail[30898]: q51HBsZ8030898: from=www, size=0, class=0, nrcpts=0, msgid=<201206011711.q51HBsZ8030898 [at] son<mailto:201206011711.q51HBsZ8030898 [at] son>>, relay=www [at] localhos
Jun 1 13:11:54 rt sendmail[30899]: q51HBsnA030899: from=www, size=0, class=0, nrcpts=0, msgid=<201206011711.q51HBsnA030899 [at] son<mailto:201206011711.q51HBsnA030899 [at] son>>, relay=www [at] localhos
Jun 1 14:35:47 rt sendmail[34095]: q51IZlaf034095: from=www, size=0, class=0, nrcpts=0, msgid=<201206011835.q51IZlaf034095 [at] son<mailto:201206011835.q51IZlaf034095 [at] son>>, relay=www [at] localhos

After switching to 'sendmail' mode, I can tell no client-side difference between having Set($SendmailArguments, '-oi' ); and Set( $SendmailArguments, '-oi -t' ); I am using the former, per Thomas Sibley's recommendation of 5/23.

Thanks for making and sharing Request Tracker. Please let me know if there's anything else that I can do to help.

--
Mike Fisher Michael_Fisher [at] urmc<mailto:Michael_Fisher [at] urmc> 585-275-6884
University of Rochester School of Nursing

On May 23, 2012, at 7:01 , Niall Wilson wrote:

Hi,

I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

Sample debug output is :

[Wed May 23 10:52:07 2012] [debug]: Working on mailfield To; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment [at] ichec<mailto:support-systems-comment [at] ichec>>
Reply-To: support-systems-comment [at] ichec<mailto:support-systems-comment [at] ichec>
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>>
References: <RT-Ticket-416 [at] ichec<mailto:RT-Ticket-416 [at] ichec>> <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson [at] ichec<mailto:niall.wilson [at] ichec>
Bcc: niall.wilson [at] ichec<mailto:niall.wilson [at] ichec>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment [at] ichec<mailto:support-systems-comment [at] ichec>>
Reply-To: support-systems-comment [at] ichec<mailto:support-systems-comment [at] ichec>
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>>
References: <RT-Ticket-416 [at] ichec<mailto:RT-Ticket-416 [at] ichec>> <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson [at] ichec<mailto:niall.wilson [at] ichec>
Bcc: niall.wilson [at] ichec<mailto:niall.wilson [at] ichec>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Bcc; recipients are niall.wilson [at] ichec<mailto:niall.wilson [at] ichec> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment [at] ichec<mailto:support-systems-comment [at] ichec>>
Reply-To: support-systems-comment [at] ichec<mailto:support-systems-comment [at] ichec>
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>>
References: <RT-Ticket-416 [at] ichec<mailto:RT-Ticket-416 [at] ichec>> <rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 [at] ichec>>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson [at] ichec<mailto:niall.wilson [at] ichec>
Bcc: niall.wilson [at] ichec<mailto:niall.wilson [at] ichec>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Got user mail preference 'Individual messages' for user niall.wilson [at] ichec<mailto:niall.wilson [at] ichec> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:681)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: No recipients found for deferred delivery on transaction #8091 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:712)
[Wed May 23 10:52:07 2012] [info]: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>> #416/8091 - Scrip 8 On Comment Notify AdminCcs as Comment (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Wed May 23 10:52:07 2012] [error]: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>>: `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: <rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 [at] ichec>>: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.

Stack:
[/opt/rt4/sbin/../lib/RT/Interface/Email.pm:466]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]
[/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
[/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
[/opt/rt4/sbin/../lib/RT/Scrips.pm:198]
[/opt/rt4/sbin/../lib/RT/Transaction.pm:201]
[/opt/rt4/sbin/../lib/RT/Record.pm:1459]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2243]
[/opt/rt4/sbin/../lib/RT/Ticket.pm:2103]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1856]
[/opt/rt4/share/html/Ticket/Display.html:164]
[/opt/rt4/share/html/Ticket/Update.html:328]
[/opt/rt4/share/html/Ticket/autohandler:19]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:568]
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:318]
[/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:470)

--
Niall Wilson
ICHEC Systems Team

trs at bestpractical

Jun 4, 2012, 12:46 PM

Post #29 of 30 (728 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On 06/01/2012 07:02 PM, Fisher, Michael wrote:
> I believe that this affected me too. I performed the upgrade from RT
> 4.0.5 to 4.0.6 yesterday and email stopped.
>
> The workaround I found was overriding the mail command in my
> RT_SiteConfig.pm, as mentioned in this thread, but from the default
> ('sendmailpipe'):
>
> Set( $MailCommand, 'sendmail' );
>
[snip]
> My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail
> 8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6.

This means you're running RT 4 under mod_perl, but under SetHandler
perl-script instead of the recommended SetHandler modperl (see
docs/web_deployment.pod).

I suggest switching back to sendmailpipe for your $MailCommand and
switching to SetHandler modperl, as SetHandler perl-script is
unsupported under RT 4.

Thomas

Michael_Fisher at URMC

Jun 5, 2012, 6:17 AM

Post #30 of 30 (712 views)
Permalink

Re: emails on ticket updates not being sent in 4.0.6 [In reply to]

On Jun 4, 2012, at 15:46 , Thomas Sibley wrote:

On 06/01/2012 07:02 PM, Fisher, Michael wrote:
I believe that this affected me too. I performed the upgrade from RT
4.0.5 to 4.0.6 yesterday and email stopped.

The workaround I found was overriding the mail command in my
RT_SiteConfig.pm, as mentioned in this thread, but from the default
('sendmailpipe'):

Set( $MailCommand, 'sendmail' );

[snip]
My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail
8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6.

This means you're running RT 4 under mod_perl, but under SetHandler
perl-script instead of the recommended SetHandler modperl (see
docs/web_deployment.pod).

I suggest switching back to sendmailpipe for your $MailCommand and
switching to SetHandler modperl, as SetHandler perl-script is
unsupported under RT 4.

Thomas,

Thank you very much -- this configuration change (and reversion of MailCommand) solved the problem. Great catch!

--
Mike Fisher Michael_Fisher [at] urmc<mailto:Michael_Fisher [at] urmc> 585-275-6884
University of Rochester School of Nursing

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