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

[Kenneth Crocker]

Jim,

	Sorry. In line 5 I meant "he couldn't find".

Kenn
LBNL

On 3/20/2008 12:17 PM, Kenneth Crocker wrote:
> 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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> 
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