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</o:shapelayout></xml><![endif]--></head><body lang=DE link=blue vlink=purple><div class=WordSection1><p class=MsoNormal>Hello,<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-GB>I am using RT 4 on an Debian Stable using the backports builds. On Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the latest security advisory. Since then, we have intermittent problems in the mail communication originating from the RT system. Most of the mails work fine (perhaps 99%) but a few are rejected by Postfix with this error message:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB> postfix/sendmail[31546]: fatal: www-data(33): No recipient addresses found in message header<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>There have not been any configuration changes over the weekend except for the RT upgrade off 4.0.5-1~bpo60+1. <o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Upon setting the log level to Debug I had the following case just a few minutes ago:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>A new mail got in over the Mail gateway from User <a href="mailto:h.s@domain">h.s@domain</a>, a user already known to RT. The ticket got created correctly in the queue <i>MwStFreigabe</i> in question. It had no owner and <a href="mailto:h.s@domain">h.s@domain</a> as requestor. In addition, the queue has <a href="mailto:a.s@domain">a.s@domain</a> as AdminCC configured. <o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>Now RT fails to send both mails related to this ticket creation:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>First there is Scrip scrip 4, which is configured as “On Create, Notify AdminCcs with Global Template Transaction during TransactionCreate”, there is nothing user defined beyond this. <o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>The template Transaction is of Type Perl and looks like this:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>RT-Attach-Message: yes<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>{$Transaction->CreatedAsString}: Anfrage {$Ticket->id} wurde verändert.<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Transaktion: {$Transaction->Description}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Bereich: {$Ticket->QueueObj->Name}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Betreff: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Besitzer: {$Ticket->OwnerObj->Name}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Klienten: {$Ticket->RequestorAddresses}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Status: {$Ticket->Status}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Priorität: {$Ticket->Priority}/{$Ticket->FinalPriority}<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} ><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>{$Transaction->Content()}<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>The mail doesn’t get sent with the error above. RT logs this (some messages about skipped scripts skipped for brevity), the transaction in question was the 964235 on Ticket 53293:<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients are (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Subject: =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> =?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>From: "The RT System itself via RT" <queue@domain><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Reply-To: queue.rt@domain<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>In-Reply-To: <o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>References: <RT-Ticket-53293@domain><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0@domain><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Precedence: bulk<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>X-RT-Loop-Prevention: CANCOM Tickets<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>RT-Ticket: CANCOM Tickets #53293<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Bcc: a.s@domain<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>To: "AdminCc of CANCOM Tickets Ticket #53293":;<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>MIME-Version: 1.0<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Content-Transfer-Encoding: 8bit<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Content-Type: text/plain; charset="utf-8"<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>X-RT-Original-Encoding: utf-8 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc: line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients are a.s@domain (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Subject: =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'> =?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>From: "The RT System itself via RT" <queue@domain><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Reply-To: queue@domain<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>In-Reply-To: <o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>References: <RT-Ticket-53293@domain ><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0@domain ><o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Precedence: bulk<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>X-RT-Loop-Prevention: CANCOM Tickets<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>RT-Ticket: CANCOM Tickets #53293<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Bcc: a.s@domain<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>To: "AdminCc of CANCOM Tickets Ticket #53293":;<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>MIME-Version: 1.0<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Content-Transfer-Encoding: 8bit<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>Content-Type: text/plain; charset="utf-8"<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>X-RT-Original-Encoding: utf-8 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Got user mail preference 'Individual messages' for user alexander.schmucker@cancom.de (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:681)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Bcc: line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: No recipients found for deferred delivery on transaction #964235 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:712)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [info]: <rt-4.0.5-31511-1343724427-334.53293-4-0@CANCOM> #53293/964235 - Scrip 4 AdminCC beim Erstellen benachrichtigen (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:301)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [error]: <rt-4.0.5-31511-1343724427-334.53293-4-0@CANCOM>: `/usr/sbin/sendmail -oi -t` exited with code 75 (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:465)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [crit]: <rt-4.0.5-31511-1343724427-334.53293-4-0@CANCOM>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: <rt-4.0.5-31511-1343724427-334.53293-4-0@CANCOM>: `/usr/sbin/sendmail -oi -t` exited with code 75 at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)<o:p></o:p></span></p><p class=MsoNormal style='margin-left:35.4pt'><span lang=EN-GB style='font-size:8.0pt;font-family:Consolas'>[Tue Jul 31 08:47:07 2012] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:240)<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-GB>I’d appreciate any help to get to the bottom of this.<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='mso-fareast-language:DE'>Best regards,<br>Torben Nehmer<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-GB style='font-size:7.5pt;mso-fareast-language:DE'>-------<br>Torben Nehmer<br>Diplom Informatiker (FH)<br>Business System D</span><span style='font-size:7.5pt;mso-fareast-language:DE'>eveloper</span><span style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:7.5pt;mso-fareast-language:DE'>CANCOM Deutschland GmbH<br>Messerschmittstr. 20<br>89343 Scheppach<br>Germany</span><span style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span lang=EN-US style='font-size:7.5pt;mso-fareast-language:DE'>Tel.: +49 8225 - 996-1118<br>Fax: +49 8225 - 996-41118<br></span><span style='font-size:12.0pt;mso-fareast-language:DE'><a href="mailto:torben.nehmer@cancom.de"><span lang=EN-US style='font-size:7.5pt;color:blue'>torben.nehmer@cancom.de</span></a></span><span lang=EN-US style='font-size:10.0pt;mso-fareast-language:DE'><br></span><span style='font-size:10.0pt;mso-fareast-language:DE'><a href="http://www.cancom.de/"><span lang=EN-US style='font-size:7.5pt;color:blue'>www.cancom.de</span></a></span><span lang=EN-US style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:7.5pt;mso-fareast-language:DE'>CANCOM Deutschland GmbH<br>Sitz der Gesellschaft: Jettingen-Scheppach<br>HRB 10653 Memmingen<br>Geschäftsführer: Martin Mayr, Tobias Hörmann</span><span style='font-size:12.0pt;mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal><span style='font-size:7.5pt;mso-fareast-language:DE'>Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und ausschließlich für den Gebrauch durch den Empfänger bestimmt! <br></span><span lang=EN-US style='font-size:7.5pt;mso-fareast-language:DE'>This e-mail and any files transmitted with it are confidential intended solely for the use of the addressee!</span><span lang=EN-US style='mso-fareast-language:DE'><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-GB><o:p> </o:p></span></p></div></body></html>