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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 (3068 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 (2992 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 (2987 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 (2988 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 SendMailâ„¢ 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 (2983 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 (2977 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 (2983 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 (2979 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 (2980 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 (2987 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 (2978 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 (2993 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 (2964 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 (2965 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 (2969 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 (2966 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 (2971 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 (2966 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 (2954 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 (2957 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 (2952 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 (2955 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 (2953 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 (2954 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 (2954 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

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