[rt-users] Email delay on ticket creation

[Derek Cunningham]

Hi Bill,

I really appreciate your time and helpful answers.  They have certainly
pointed me in the right direction, and I'll update the list when I have it
solved.

It's been a bit of a challenge to make this run on Mac OS X, all kinds of
different preinstalled software points to that it 'should' work easily, but
time and time again I find myself fighting against what should be simple
config changes that have been harder to solve than I though it should be.

At least I have some much more focused searches to make about the postfix
config.  I will try changing RT's $MailCommand and $SendmailArguments first
and see if that makes the difference.

Thanks again,

-Derek Cunningham


On 3/11/09 6:37 PM, "Bill Cole" <rtusers-20090205 at billmail.scconsult.com>
wrote:

> Kenneth Marshall wrote, On 3/11/09 2:27 PM:
>> On Wed, Mar 11, 2009 at 02:02:15PM -0400, Bill Cole wrote:
>>>> Derek Cunningham wrote, On 3/10/09 10:54 AM:
>>>>>> Hi
>>>>>> If I have gone about posting my question the wrong way please let me
>>>>>> know.
>>>>>> Should I add my RT_SiteConfig.pm file in addition to these logs? The
>>>>>> autoreply goes out right away, but I'm getting a lengthy delay on only
>>>>>> the
>>>>>> admincc messages, and only sometimes when a user submits a new request by
>>>>>> email.  It doesn't seem to matter who the user is.  If anybody sees
>>>>>> anything
>>>>>> helpful in my log entries please tell me.  If I should be including info
>>>>>> from another log, please tell me.  I would have suspected a postfix
>>>>>> config
>>>>>> problem, but I'm suspecting my RT config because this only happens during
>>>>>> the condition that a user submits a new request via email.
>>>> 
>>>> It's not primarily RT, it's primarily Postfix.
>>>> 
>>>>>> I am using RT 3.8.1 on Mac OSX (10.4), postfix/sendmail to relay to our
>>>>>> main
>>>>>> email server with SMTP.  RT is working great except for these email
>>>>>> delays.
> [...]
>>> You *MIGHT* be able to get better behavior by adjusting the mail parameters
>>> that RT is using. The defaults are reasonable for Real Sendmail and for the
>>> sendmail compatibility interface of Postfix as Postfix is commonly
>>> configured on many Linux and *BSD systems, but it is really not suited for
>>> the modified (and somewhat old) Postfix that Apple ships on MacOS X with a
>>> desktop-oriented configuration. You might find that using 'sendmail' instead
>>> of 'sendmailpipe' for $MailCommand and adjusting $SendmailArguments (no -t)
>>> makes the whole issue vanish.
>>> 
>> We have been using RT since 3.2 with postfix versions 1.x and later
>> and this sort of problem speaks to a misconfiguration of the postfix
>> system, not a problem with the age of the release. The sendmail
>> compatibility even in the earliest postfix releases has no problem
>> with the way RT submits E-mail. I would recommend checking your
>> postfix configurations. Good luck.
> 
> The age is a tangential issue, but when working with Postfix on MacOS X it
> is helpful to know that one is dealing with an Apple-modified 2.1.x rather
> than Dr. Venema's 2.5.x and that the default configuration on MacOS X is an
> afterthought for a personal desktop system that almost never uses it. One
> can really fix that Postfix by replacing it with a standard modern version,
> adapt it to more normal use by changing the config, or adjust things that
> use it (like RT) to go around its flaws. I may be wrong, but I think that by
> using 'sendmail' instead of 'sendmailpipe' in RT, the envelope splitting
> task is done upstream in the Mail::Mailer part of a MIME::Entity  object
> rather than being handed off to the sendmail binary called with a '-t'
> argument. That should prevent the circumstance where messages end up sitting
> in the queue waiting for the next external event to trigger pickup.
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