[rt-users] rt-mailgate, smrsh, sendmail and attachments

[Ruslan Zakirov]

On 10/26/05, scottchamings at gmail.com <scottchamings at gmail.com> wrote:
> Hi,
>
> When attachments are send through to RT, the job is created but no
> attachment to the job.
>
> We are running RT 3.0.10 on Fedora Core 1.
>
> mailq shows:
>
>  /var/spool/mqueue (1 request)
> -----Q-ID----- --Size-- -----Q-Time----- ------------Sender/Recipient-----------
> j9Q2Fh9l016697  3395073 Wed Oct 26 11:45 <private at sonowsnipped.com>
>                  (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF)
>                                          "|/opt/rt3/bin/rt-mailgate --queue gen
>                 Total requests: 1
>
> The syslog contains:
>
> Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't
> execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417.
> (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL
> server has gone away at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't
> execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417.
> (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL
> server has gone away at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't
> execute the query 'SELECT ACL.id from ACL, Groups, Principals,
> CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR
> ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND
> CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND
> Principals.id = CachedGroupMembers.GroupId AND
> CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System'
> OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( (
> ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND
> (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR
> Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) )
> LIMIT 1' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm
> line 417.  (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL
> server has gone away at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410.
> (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't
> execute the query 'SELECT ACL.id from ACL, Groups, Principals,
> CachedGroupMembers WHERE  (ACL.RightName = 'SuperUser' OR
> ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND
> CachedGroupMembers.Disabled = 0  AND Principals.id = Groups.id AND
> Principals.id = CachedGroupMembers.GroupId AND
> CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System'
> OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND  (
> ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1)  )  AND
> Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND
> Principals.PrincipalType = 'Group')  LIMIT 1' at
> /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417.
> (/opt/rt3/lib/RT.pm:247)
> Oct 26 12:51:59 helpdesk RT: Ticket 3624 created in queue '' by
> private at sosnipped.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:640)
>
>
> Any ideas?  I have tried a fix I found reagrding doing a symlink from
> /usr/bin to rt-mailgate etc but no difference so far....

Looks more like mysql problem, because "server has gone away" error
means that server(or one process) died before RT finished job.
The reason could be that mysql overflows system's limits and system
kills it, or may be mysql segfaults or something else. check mysql
error logs.
You could try to update mysql to the latest stable release and check
if it works for you.

>
> Thanks
>
> Scott
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> Buy your copy of our new book, RT Essentials, today!
>
> Download a free sample chapter from http://rtbook.bestpractical.com
>


--
Best regards, Ruslan.