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<TITLE>RE: [rt-users] Rt generating duplicate tickets with new ticket nu mbers</TITLE>
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<P><FONT SIZE=2>Many Many times. Like over 100 times. We found the email in the mail queue so it looks like this is what's happening. I just wonder why it's timing out. Anyway, we fixed it this time by deleting the email from the queue but it would be nice to find out why it's timing out. That's my next goal. </FONT></P>
<P><FONT SIZE=2>-----Original Message-----</FONT>
<BR><FONT SIZE=2>From: Todd Chapman [<A HREF="mailto:rt@chaka.net">mailto:rt@chaka.net</A>] </FONT>
<BR><FONT SIZE=2>Sent: Monday, November 29, 2004 2:50 PM</FONT>
<BR><FONT SIZE=2>To: Rebecca Coleman</FONT>
<BR><FONT SIZE=2>Cc: 'rt-users @ lists. bestpractical. com. '</FONT>
<BR><FONT SIZE=2>Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu mbers</FONT>
</P>
<P><FONT SIZE=2>It may be that rt-mailgate is timing out but creating the ticket successfully, causing qmail to requeue. Is every ticket getting created exactly twice or is it happening many times?</FONT></P>
<P><FONT SIZE=2>On Mon, Nov 29, 2004 at 03:16:16PM -0500, Rebecca Coleman wrote:</FONT>
<BR><FONT SIZE=2>> I looked at three of the tickets created by the same email. The </FONT>
<BR><FONT SIZE=2>> absolute only difference in the headers are as follows:</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> One of the three has this:</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> Content-Type: text/plain</FONT>
<BR><FONT SIZE=2>> X-RT-Original-Encoding: utf-8</FONT>
<BR><FONT SIZE=2>> Content-Length: 4156</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> The other two are identical completely and have this:</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> content-type: text/plain; charset="utf-8"</FONT>
<BR><FONT SIZE=2>> X-RT-Original-Encoding: ascii</FONT>
<BR><FONT SIZE=2>> Content-Length: 4156</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> The Date is the same, everything is exactly the same (cut n pasted </FONT>
<BR><FONT SIZE=2>> headers into files and diffed files).</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> I'm looking into the possiblity of the mail server sending and resending.</FONT>
<BR><FONT SIZE=2>> The way I think it works is that the mail server tries to deliver the </FONT>
<BR><FONT SIZE=2>> email to a mail box on the machine running rt, qmail on that machine </FONT>
<BR><FONT SIZE=2>> directs the mail to rt's mailgate, then rt's mailgate script grabs the </FONT>
<BR><FONT SIZE=2>> email and creates the tickets. I see that rt-mailgate has a default </FONT>
<BR><FONT SIZE=2>> time out of 180 seconds</FONT>
<BR><FONT SIZE=2>> (3 minutes). But what does rt-mailgate do when it times out? What </FONT>
<BR><FONT SIZE=2>> does it communicate back to the mailserver?</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> -----Original Message-----</FONT>
<BR><FONT SIZE=2>> From: 'Todd Chapman' [<A HREF="mailto:rt@chaka.net">mailto:rt@chaka.net</A>]</FONT>
<BR><FONT SIZE=2>> Sent: Monday, November 29, 2004 11:22 AM</FONT>
<BR><FONT SIZE=2>> To: Rebecca Coleman</FONT>
<BR><FONT SIZE=2>> Cc: 'rt-users @ lists. bestpractical. com. '</FONT>
<BR><FONT SIZE=2>> Subject: Re: [rt-users] Rt generating duplicate tickets with new </FONT>
<BR><FONT SIZE=2>> ticket nu mbers</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> What does your mail log say?</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> If you open both tickets and click on "Full headers", are the chain of </FONT>
<BR><FONT SIZE=2>> "Received" headers different at all?</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> -Todd</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> On Mon, Nov 29, 2004 at 10:30:06AM -0500, Rebecca Coleman wrote:</FONT>
<BR><FONT SIZE=2>> > No, I'm actually not sure, and suspect this is what's happening. </FONT>
<BR><FONT SIZE=2>> > The time frame continues to decrease. The first day it was every </FONT>
<BR><FONT SIZE=2>> > hour, but it's down to every 6 hours now. I wanted to know if </FONT>
<BR><FONT SIZE=2>> > anyone else has seen this problem?</FONT>
<BR><FONT SIZE=2>> > </FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> This message contains information which may be confidential and privileged.</FONT>
<BR><FONT SIZE=2>> Unless you are the intended recipient (or authorized to receive this </FONT>
<BR><FONT SIZE=2>> message for the intended recipient), you may not use, copy, </FONT>
<BR><FONT SIZE=2>> disseminate or disclose to anyone the message or any information </FONT>
<BR><FONT SIZE=2>> contained in the message. If you have received the message in error, </FONT>
<BR><FONT SIZE=2>> please advise the sender by reply e-mail, and delete the message. Thank you very much.</FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> </FONT>
</P>
<P><FONT SIZE=2>> _______________________________________________</FONT>
<BR><FONT SIZE=2>> <A HREF="http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users" TARGET="_blank">http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users</A></FONT>
<BR><FONT SIZE=2>> </FONT>
<BR><FONT SIZE=2>> Be sure to check out the RT wiki at <A HREF="http://wiki.bestpractical.com" TARGET="_blank">http://wiki.bestpractical.com</A></FONT>
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<P><FONT SIZE=2>This message contains information which may be confidential and privileged. Unless you are the intended recipient (or authorized to receive this message for the intended recipient), you may not use, copy, disseminate or disclose to anyone the message or any information contained in the message. If you have received the message in error, please advise the sender by reply e-mail, and delete the message. Thank you very much. </FONT></P>
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