[rt-users] Ticket creation fails

[Matthias Henze]

Hi,

I use RT 4.0.7. on Debian Squeeze installed from Debian packages (I will
not upgrade while there a no new Debian packages) and I use it with
fetchmail. A customer sent an message  to me for which no ticket was
created but the mail got flushed. I noticed this accidentally. This
leads me to the conclusion that I can't trust on RT creating tickets
from mails. The mail was sent by a recent Thunderbird on Windows XP.

If ticket creation fails for any reason mails should NOT be flushed.

Here are my logs:

Dec 19 09:35:15 server fetchmail[1498]: 1 message for support at
mail.mhc.loc (84732 octets).

==> /var/log/syslog <==
Dec 19 09:35:15 server RT: DBD::Pg::st execute failed: FEHLER:
ungültige Byte-Sequenz für Kodierung »UTF8«: 0xc46e at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 509.
(/usr/share/perl5/DBIx/SearchBuilder/Handle.pm:509)
Dec 19 09:35:15 server RT: RT::Handle=HASH(0xbb5abd0) couldn't execute
the query 'INSERT INTO Attachments (Subject, Filename, ContentType,
Headers, Creator, MessageId, Parent, Created, Content, ContentEncoding,
TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
522#012#011DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0xbb5abd0)',
'INSERT INTO Attachments (Subject, Filename, ContentType, Head...', '',
'\x{c4}nderungen Internetseite Gesamt.pdf', 'application/pdf',
'Content-Type: application/pdf; name="\x{c3}\x{84}nderungen
Internetseit...', 774, '', 2332, ...) called at
/usr/share/perl5/DBIx/SearchBuilder/Handle.pm line
357#012#011DBIx::SearchBuilder::Handle::Insert('RT::Handle=HASH(0xbb5abd0)',
'Attachments', 'Subject', '', 'Filename', '\x{c4}nderungen Internetseite
Gesamt.pdf', 'ContentType', 'application/pdf', 'Headers', ...) called at
/usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm line
66#012#011DBIx::SearchBuilder::Handle::Pg::Insert('RT::Handle=HASH(0xbb5abd0)',
'Attachments', 'Subject', '', 'ContentType', 'application/pdf',
'Filename', '\x{c4}nderungen Internetseite Gesamt.pdf', 'Headers', ...)
called at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line
1292#012#011DBIx::SearchBuilder::Record::Create('RT::Attachment=HASH(0xc7f81f8)',
'Subject', '', 'Filename', '\x{c4}nderungen Internetseite Gesamt.pdf',
'ContentType', 'application/pdf', 'Headers', 'Content-Type:
application/pdf; name="\x{c3}\x{84}nderungen Internetseit...', ...)
called at /usr/share/request-tracker4/lib/RT/Record.pm line
316#012#011RT::Record::Create('RT::Attachment=HASH(0xc7f81f8)',
'TransactionId', 3587, 'ContentType', 'application/pdf',
'ContentEncoding', 'base64', 'Parent', 2332, ...) called at
/usr/share/request-tracker4/lib/RT/Attachment.pm line
193#012#011RT::Attachment::Create('RT::Attachment=HASH(0xc7f81f8)',
'TransactionId', 3587, 'Parent', 2332, 'Attachment',
'MIME::Entity=HASH(0xc7db190)') called at
/usr/share/request-tracker4/lib/RT/Attachment.pm line 172RT:
Dec 19 09:35:15 server RT: Attachment insert failed: FEHLER:  ungültige
Byte-Sequenz für Kodierung »UTF8«: 0xc46e
(/usr/share/request-tracker4/lib/RT/Attachment.pm:206)
Dec 19 09:35:15 server RT: Attachment insert failed: FEHLER:  ungültige
Byte-Sequenz für Kodierung »UTF8«: 0xc46e
(/usr/share/request-tracker4/lib/RT/Attachment.pm:178)
Dec 19 09:35:15 server RT: RT::Scrips=HASH(0xc7e9a48) couldn't load
ticket 212 (/usr/share/request-tracker4/lib/RT/Scrips.pm:300)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 377.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:377)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 1828.
(/usr/share/request-tracker4/lib/RT/Ticket.pm:1828)
Dec 19 09:35:15 server RT: Use of uninitialized value $id in regexp
compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm
line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279)
Dec 19 09:35:15 server RT: Use of uninitialized value $id in
concatenation (.) or string at
/usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076)
Dec 19 09:35:15 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610)
Dec 19 09:35:16 server RT: Use of uninitialized value $id in regexp
compilation at /usr/share/request-tracker4/lib/RT/Interface/Email.pm
line 1279. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1279)
Dec 19 09:35:16 server RT: Use of uninitialized value $id in
concatenation (.) or string at
/usr/share/request-tracker4/lib/RT/Interface/Email.pm line 1283.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:1283)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 1076. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:1076)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 610. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:610)
Dec 19 09:35:16 server RT: Couldn't set e-Mail as value for CF
Tickettyp:Custom field Tickettyp not found ((eval 2827):11)
Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at
/usr/share/request-tracker4/lib/RT/Rule.pm line 65.
(/usr/share/request-tracker4/lib/RT/Rule.pm:65)
Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at
/usr/share/request-tracker4/lib/RT/Rule.pm line 65.
(/usr/share/request-tracker4/lib/RT/Rule.pm:65)
Dec 19 09:35:16 server RT: Use of uninitialized value in string ne at
/usr/share/request-tracker4/lib/RT/Rule.pm line 65.
(/usr/share/request-tracker4/lib/RT/Rule.pm:65)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:182)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
<rt-4.0.7-13659-1355906115-573.0-3-0 at mhcsoftware.de> #/3587 - Scrip 3 On
Create Autoreply To Requestors
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
<rt-4.0.7-13659-1355906115-573.0-3-0 at mhcsoftware.de> No recipients
found. Not sending.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:182)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Action/SendEmail.pm
line 285. (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
<rt-4.0.7-13659-1355906116-628.0-4-0 at mhcsoftware.de> #/3587 - Scrip 4 On
Create Notify AdminCcs
(/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:285)
Dec 19 09:35:16 server RT:
<rt-4.0.7-13659-1355906116-628.0-4-0 at mhcsoftware.de> No recipients
found. Not sending.
(/usr/share/request-tracker4/lib/RT/Interface/Email.pm:382)
Dec 19 09:35:16 server RT: Use of uninitialized value in concatenation
(.) or string at /usr/share/request-tracker4/lib/RT/Scrips.pm line 182.
(/usr/share/request-tracker4/lib/RT/Scrips.pm:182)
Dec 19 09:35:16 server RT: Use of uninitialized value $ErrStr in join or
string at /usr/share/request-tracker4/lib/RT/Ticket.pm line 695.
(/usr/share/request-tracker4/lib/RT/Ticket.pm:695)
Dec 19 09:35:16 server RT: Ticket couldn't be created:
(/usr/share/request-tracker4/lib/RT/Ticket.pm:696)
Dec 19 09:35:16 server RT: Ticket could not be created due to an
internal error (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:245)
Dec 19 09:35:16 server RT: Could not record email: Ticket creation
failed: Ticket could not be created due to an internal error
(/usr/share/request-tracker4/html/REST/1.0/NoAuth/mail-gateway:75)
Dec 19 09:35:16 server RT: TransactionBatch was fired on a ticket that
no longer exists; unable to run scrips!  Call ->ApplyTransactionBatch
before shredding the ticket, for consistent results.
(/usr/share/request-tracker4/lib/RT/Ticket.pm:3357)

==> /var/log/mail.log <==
Dec 19 09:35:16 server fetchmail[1498]: reading message
support at mail.mhc.loc:1 of 1 (84732 octets) flushed


MH


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