[rt-users] Serious problem, mails still not being sent

[Simon Woodward]

> Unfortunately, I suspect that if you cannot replicate the problem (as per
> Jesse's reply), providing a fix is somewhat difficult.

Replicating it has always been a problem, since it is so few its only
when we get a complaint we have known about it.

This said, I do now have at least one ticket that never gets any replies
sent ... however nothing appears in the RT debug logs (or certainly that
ticket number does not appear anywhere) and nothing appears in the qmail
logs, so the ticket system isn't even trying.

I have just had my attention drawn to a second one, which has been the
first complete one since I have enabled debugging (ie from the arrival
of the ticket) ... all I have for this one in the RT debug logs is:

root at cropton:/var/log/rt# grep 4181 * 
rt.log.12170.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 30.
rt.log.12334.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 28.
rt.log.12449.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 27.
rt.log.12837.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 26.
rt.log.12883.101:Found a ticket ID. It's 4181Use of uninitialized value
in join at /usr/local/rt2/lib/RT/Ticket.pm line 1182, <STDIN> line 28.

and that is it ... no replies, nothing in qmail logs, nothing received
by customer.
 
> Obvious questions would be, is there anything obviously wrong with the
> customer's email address (charset odd, non-resolving hostname etc), have
> you checked the systems syslog files for any error messages that sendmail
> might be generating (etc).

There is nothing wrong with the charset or the email address, this would
have been clear, I would also have expected an attempted delivery
(unless RT has some checks to prevent it sending out malformed addresses
to the MTA) however there is nothing. 

Nothing appears in the qmail logs or any of the system logs.

:-(

Simon.