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

[Kenneth Crocker]

Jim,


	I'm not sure this is the same case, but I had a user who had this 
happen. He had the habit of sending in email from "outside" RT and 
therefore had to type in the ticket number. He typed in an incorrect 
ticket number that went to another queue. Since this user had no rights 
for that queue, he didn't get a response. He could find his email in HIS 
queue because it wasn't there, it got added to another ticket in another 
queue. All because he typed in the wrong ticket number. He complained 
that RT should have know that the ticket number was wrong if the queue 
it went to wasn't his. I, of course, pointed out that RT may have 
thought he was "creating" a new ticket in another queue and he wasn't in 
the group with the rights for "reply". He was still upset so I told him 
that the next time he should try to reply with the email RT had sent to 
him or within RT itself to avoid that problem. I also removed a few 
"Global" rights that allowed this to happen and reapplied them for 
certain queues. Hope this helps.

Kenn
LBNL

On 3/20/2008 11:33 AM, Jim Faulkner wrote:
> 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
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