[rt-users] Multiple tickets per incoming email

[Schultz, Eric]

> Stephen Turner wrote:
> > We've just started having multiple, identical, tickets 
> generated by some
> > mail messages sent to RT. I suspect this is not a problem 
> with RT, but I
> > just wanted to ask - has anyone encountered this problem before?
> > 
> 
> Yes. I've found this to happen when the message in question 
> causes RT to
> spend an insane amount of time processing it. So, the mailgate times
> out, but RT finishes processing the message....and then the mailgate
> submits it again. "mailq" on your mail server and see if the 
> message is
> still queued for submission.  The quick-and-easy fix is to change the
> --timeout on your mail aliases

And I've noticed that this happens for "large" attachments - in some
cases at only 2MB, but definitely around the 5 or 10MB range.  BTW, this
is only for an Oracle backend - I have the exact same configuration with
a MySQL backend, and there isn't a problem.  Never did figure out what
the problem was with Oracle, just turned on the attachment size
limitation in RT's site config, and made it 1MB.  Never did figure out
what was wrong with Oracle to cause this, so if this is your RDBMS, and
you figure it out, I'd love to know :-)  On the plus side, it caused me
to write some smarter attachment handling code for both the web UI and
the email interface.

Eric Schultz
United Online