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<TITLE>RT email EX_TEMPFAIL looping problem</TITLE>
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<P><FONT SIZE=2 FACE="Trebuchet MS">Platform/Env:</FONT>
<BR><FONT SIZE=2 FACE="Trebuchet MS">RT 3.6.4, MySQL 5.1.34, Linux 2.6.9-42.ELsmp</FONT>
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<P><FONT SIZE=2 FACE="Trebuchet MS">Problem:</FONT>
<BR><FONT SIZE=2 FACE="Trebuchet MS">We are experiencing sporadic email looping problem. From the mail relay server, emails bound for RT are aliased and piped to rt-mailgate and recorded as correspondence into certain queues. For some emails, rt-mailgate gets a return code EX_TEMPFAIL and the mail server does not remove the email from its queue. This results in repetitive posting and email flooding and finally we have to delete this email from the queue to stop multiple posting.</FONT></P>
<P><FONT SIZE=2 FACE="Trebuchet MS">Mail server aliases entry:</FONT>
<BR><FONT SIZE=2 FACE="Trebuchet MS">rt: "| path-to/rt-mailgate --url </FONT><A HREF="http://rt-server.com"><U><FONT COLOR="#0000FF" SIZE=2 FACE="Trebuchet MS">http://rt-server.com</FONT></U></A><FONT SIZE=2 FACE="Trebuchet MS"> --queue general --action correspond"</FONT>
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<P><FONT SIZE=2 FACE="Trebuchet MS">Even though rt-mailgate gets a return code EX_TEMPFAIL, the email seems to have recorded fine in RT and we could see the ticket and attachments created fine in RT. </FONT></P>
<P><FONT SIZE=2 FACE="Trebuchet MS">Please help us out with this problem and we are trying to understand if this is any data inconsistency problem in RT or something else?</FONT></P>
<P><FONT SIZE=2 FACE="Trebuchet MS">Some log entries from the RT server during this email looping. These logs maynot be relevant to the problem, but I would like to present it anyway if it might be helpful.</FONT></P>
<P><FONT SIZE=2 FACE="Trebuchet MS">Access log:</FONT>
<BR><FONT COLOR="#000080" SIZE=1 FACE="Courier New">172.16.72.205 - - [10/Dec/2009:06:19:16 -0500] "POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 500 622 "-" "libwww-perl/5.800" 1792</FONT></P>
<P><FONT COLOR="#000080" SIZE=1 FACE="Courier New">172.16.72.205 - - [10/Dec/2009:07:02:28 -0500] "POST /REST/1.0/NoAuth/mail-gateway HTTP/1.1" 500 622 "-" "libwww-perl/5.800" 20992</FONT></P>
<P><FONT SIZE=2 FACE="Trebuchet MS">Error log:</FONT>
<BR><FONT COLOR="#000080" SIZE=1 FACE="Courier New">[Thu Dec 10 06:29:16 2009] [error] [client 172.16.72.205] FastCGI: comm with server mason_handler.fcgi" aborted: idle timeout (600 sec)</FONT></P>
<P><FONT COLOR="#000080" SIZE=1 FACE="Courier New">[Thu Dec 10 07:12:28 2009] [error] [client 172.16.72.205] FastCGI: comm with server "mason_handler.fcgi" aborted: idle timeout (600 sec)</FONT></P>
<P><FONT COLOR="#000080" SIZE=1 FACE="Courier New">FastCGI:<B> incomplete headers</B> (0 bytes) received from server "mason_handler.fcgi"</FONT>
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<P><FONT COLOR="#000080" SIZE=1 FACE="Courier New">[error]: couldn't load cf {$value} || $value } (lib/RT/Action/ExtractCustomFieldValues.pm:86)</FONT>
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<P><FONT SIZE=2 FACE="Trebuchet MS">Thanks</FONT>
<BR><FONT SIZE=2 FACE="Trebuchet MS">Subba Venkateswaran </FONT>
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