[rt-users] Rt generating duplicate tickets with new ticket nu mbers

[Rebecca Coleman]

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. 

-----Original Message-----
From: Todd Chapman [mailto:rt at chaka.net] 
Sent: Monday, November 29, 2004 2:50 PM
To: Rebecca Coleman
Cc: 'rt-users @ lists. bestpractical. com. '
Subject: Re: [rt-users] Rt generating duplicate tickets with new ticket nu
mbers

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?

On Mon, Nov 29, 2004 at 03:16:16PM -0500, Rebecca Coleman wrote:
> I looked at three of the tickets created by the same email.  The 
> absolute only difference in the headers are as follows:
> 
> One of the three has this:
> 
> Content-Type: text/plain
> X-RT-Original-Encoding: utf-8
> Content-Length: 4156
> 
>    	
> The other two are identical completely and have this:
> 
> content-type: text/plain; charset="utf-8"
> X-RT-Original-Encoding: ascii
> Content-Length: 4156
>  
> The Date is the same, everything is exactly the same (cut n pasted 
> headers into files and diffed files).
> 
> I'm looking into the possiblity of the mail server sending and resending.
> The way I think it works is that the mail server tries to deliver the 
> email to a mail box on the machine running rt, qmail on that machine 
> directs the mail to rt's mailgate, then rt's mailgate script grabs the 
> email and creates the tickets.  I see that rt-mailgate has a default 
> time out of 180 seconds
> (3 minutes).  But what does rt-mailgate do when it times out?  What 
> does it communicate back to the mailserver?
> 
> -----Original Message-----
> From: 'Todd Chapman' [mailto:rt at chaka.net]
> Sent: Monday, November 29, 2004 11:22 AM
> To: Rebecca Coleman
> Cc: 'rt-users @ lists. bestpractical. com. '
> Subject: Re: [rt-users] Rt generating duplicate tickets with new 
> ticket nu mbers
> 
> What does your mail log say?
> 
> If you open both tickets and click on "Full headers", are the chain of 
> "Received" headers different at all?
> 
> -Todd
> 
> On Mon, Nov 29, 2004 at 10:30:06AM -0500, Rebecca Coleman wrote:
> > No, I'm actually not sure, and suspect this is what's happening.  
> > The time frame continues to decrease.  The first day it was every 
> > hour, but it's down to every 6 hours now.  I wanted to know if 
> > anyone else has seen this problem?
> > 
> 
> 
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