[rt-users] RT 3.4.5 -- correspondence disappeared into a black hole!

[Jim Faulkner]

I have a RT 3.4.5 server (running on RHEL 4) that is heavily used and has 
been in production for a couple of years now.  It has held up very well 
during this time, I have never seen any tickets, correspondence, or 
anything go missing without an explanation, such as getting caught in a 
spam filter or being deleted by a careless user.

Yesterday, however, my supervisor sent e-mail corresponence to the RT 
server on an existing ticket, and it never showed up in the ticket or 
anywhere else in the RT database.  He sent the e-mail at approximately 
10:17 AM, and sure enough it shows up in the RT server's maillog as being 
delivered to the rt-mailgate command, which shows up properly in the httpd 
logs:
128.36.236.82 - - [19/Mar/2008:10:17:25 -0400] "POST 
/REST/1.0/NoAuth/mail-gateway HTTP/1.1" 200 383 "-" "libwww-perl/5.79"

However, the correspondence was never entered into the ticket.  It just 
disappeared!  I do nightly database dumps, and a grep of this morning's 
database dump revealed that the correspondence never made it into the RT 
mysql database at all.

I've checked the RT log, for which I have "warning" logging enabled, but 
there's no errors or warnings anywhere near 10:17 AM.  There are no errors 
in apache's error_log near that time either.  I've checked the RT server's 
root mail (which receives bounces and other misdirected mail), but its not 
in there either.  The maillog indicates that no mail was sent back to my 
supervisor anywhere near this time, so he never received an "undeliverable 
mail" message either.

There appears to be nothing else wrong with the RT server at all besides 
this one piece of missing correspondence.  Other tickets were successfully 
created and commented on within minutes of 10:17 AM.  I was able to 
correspond via e-mail on the ticket in question using the exact same 
subject line as my supervisor with no problem.  I had my supervisor reply 
vi e-mail to other tickets in the same queue with no issues.  Its just 
this one piece of e-mail that's missing!

I'm totally stumped as to what happened to this correspondence.  Are there 
any bugs in this version of RT or the corresponding perl modules that 
could have caused this correspondence to be lost?

thanks for any help,
Jim Faulkner