[rt-users] emails with attachments keep inserting into RT

[Schultz, Eric]

We had the same problem!  I thought it was a problem with Oracle, but
you are running MySQL.  It timed out via email, and took a very long
time in the web UI as well.  After a week of troubleshooting with the
DBAs and others, we couldn't find where the problem was.  Doing a
straight insert into the attachments table worked fine.  And the same
thing worked fine on the MySQL instance in Dev.  We ended up having to
enforce attachment limit sizes around 1MB.  But this didn't help all of
the time, either, because the attachment limit works on individual
attachments, not the sum of all of those.  So if someone attached 6 500K
objects, we'd have the problem since they were trying to put a total of
3MB through.

I thought it may be the mail server, but not since the web UI also takes
forever.  Could you try testing that portion, with something like a 2MB
or larger attachment and see if it takes a long time to return?  It
appears something in RT is telling the mail server to give up and try
again later, even though it eventually processes the ticket information.

________________________________

	From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brandon
Hall
	Sent: Saturday, January 28, 2006 2:09 PM
	To: rt-users at lists.bestpractical.com
	Subject: [rt-users] emails with attachments keep inserting into
RT
	
	

	I'm having a problem with large mail attachment, but it is
different than what I've read in the mailing list archives. The problem
occurs when the attachments are about 250 Kbytes and bigger and they
keep getting inserted into RT untill I manually delete them from the
mail queue. 

	 

	What happens is that the ticket does get created or appended to
with the attachment, but the email stays in the mail queue. 
	 
	Thanks for any help or light you can shed on this.

			 

	localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts# ls
-la 11.

	-rw-------  1 cyrus mail 631472 Jan 28 13:27 11. 

	localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts# cat
11. | /usr/bin/rt-mailgate --timeout 999 --debug --queue General
--action correspond --url http://tix.xyz.com <http://tix.netcal.com/> 

	Connecting to http://tix.xyz.com/REST/1.0/NoAuth/mail-gateway
<http://tix.xyz.com/REST/1.0/NoAuth/mail-gateway> at
/usr/bin/rt-mailgate line 99, <> line 1.

	An Error Occurred

	=================

	 

	500 Internal Server Error

	This is /usr/bin/rt-mailgate exiting because of an undefined
server error at /usr/bin/rt-mailgate line 147, <> line 1. 

	localhost:/var/spool/cyrus/mail/b/user/user_user_com/Drafts#

	 

	RT's log from running the above...

	Jan 28 13:31:03 localhost RT: Converting 'us-ascii' to 'utf-8'
for text/plain - 

	Jan 28 13:31:03 localhost RT: Guessed encoding: ascii

	Jan 28 13:31:03 localhost RT: Guessed encoding: ascii

	Jan 28 13:31:03 localhost RT: Guessed encoding: ascii

	Jan 28 13:31:03 localhost RT: Guessed encoding: ascii

	Jan 28 13:31:03 localhost RT: Guessed encoding: ascii

	Jan 28 13:31:03 localhost RT: Guessed encoding: ascii

	Jan 28 13:31:04 localhost RT: About to think about scrips for
transaction #4743 

	Jan 28 13:31:04 localhost RT: About to think about scrips for
transaction #4744 

	Jan 28 13:31:04 localhost RT: About to think about scrips for
transaction #4745 

	Jan 28 13:31:04 localhost RT: About to think about scrips for
transaction #4746 

	Jan 28 13:31:05 localhost RT: About to think about scrips for
transaction #4747 

	Jan 28 13:31:05 localhost RT: About to prepare scrips for
transaction #4747

	Jan 28 13:31:05 localhost RT: Found 3 scrips

	Jan 28 13:31:06 localhost RT: About to commit scrips for
transaction #4747

	Jan 28 13:31:06 localhost RT: About to think about scrips for
transaction #4748 

	 

	No big packet errors in mysql log...

	# grep -i 'packet big' mysql.log | wc -l

	0

	 

	 

	Version info:

	libdbd-mysql-perl                2.9006-1 

	mysql-server-4.1                 4.1.11-3 

	request-tracker3.4               3.4.4-1