[rt-users] rt-mailgate undefined server error for only one user

[Jon Baker]

I'm having a sudden problem with rt-mailgate that is extremely  
puzzling to me, and I'm hoping I can get some guidance as to where to  
look to solve this problem.

I have mailgate set up on our local network so that rtq+programming-web at elmer.wgm 
, for example, is configured to send the incoming e-mail as a new  
ticket in the programming-web queue:

rtq:         	"|/usr/sbin/rt-mailgate --extension queue --action  
correspond --url http://alpha/rt/ --debug"

(I added the --debug this morning hoping to get more information on  
this problem)

I have a user whose messages to this address are returning the  
following error in the maillog:

alpha postfix/local[1521]: EF498880DA: to=<rtq+programming- 
web at elmer.wgm>, relay=local, delay=53746, delays=53563/0.08/0/183,  
dsn=4.3.0, status=deferred (temporary failure. Command output: /usr/ 
sbin/rt-mailgate: temp file is '/tmp/36HC1MaNJp' /usr/sbin/rt- 
mailgate: connecting to http://alpha/rt//REST/1.0/NoAuth/mail-gateway  
An Error Occurred =================  500 read timeout  /usr/sbin/rt- 
mailgate: undefined server error )

What happens is that a ticket is created but the message goes back  
into the mail queue and tries again.  This morning there were about 15  
identical tickets and counting.  The same thing happened yesterday.   
It may also be limited to this single queue, as this user primarily  
enters tickets via mailgate.  The message appears to be submitted  
three minutes before the error, so it clearly is timing out for some  
reason, but I can't figure out why.

Where it gets odd is, if I send a message to the queue using the same  
to address (but my from address), it works fine:

alpha postfix/local[1641]: 9392A880DB: to=<rtq+programming- 
web at elmer.wgm>, relay=local, delay=6.8, delays=0.43/0.09/0/6.3,  
dsn=2.0.0, status=sent (delivered to command: /usr/sbin/rt-mailgate -- 
extension queue --action correspond --url http://alpha/rt/ --debug)

so it only appears to be this one user.  I don't see any errors in the  
rt log, just that the ticket was successfully created.  I have  
$LogToFile set to 'debug'.  We both have the same permissions (and  
"everyone" is able to create tickets.  Of course, it's not the ticket  
creation that's failing, obviously)

It's possible it could be a mail agent difference I suppose, I'm using  
Mac Mail and she is using Outlook.

Any ideas where I need to look to solve this?
-- 
Jon Baker
Information Technology
Willie George Ministries
1003 N 129th E Ave
Tulsa OK 74116
(918) 234-5656