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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, 3:40 PM

Post #26 of 30 (1185 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 (1175 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 (1136 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 (1122 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 (1105 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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