[rt-users] Email delay on ticket creation - sending to "www" user?

[Derek Cunningham]

I thought this was solved, but I was wrong - see below:

On 3/11/09 2:02 PM, "Bill Cole" <rtusers-20090205 at billmail.scconsult.com>
wrote:

> 
> Now the bad case:
> 
>> Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 6D778843F4: uid=70
>> from=<www>
>> Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 6D778843F4:
>> message-id=<rt-3.8.1-228-1236689811-14.30085-2-0 at curis.com>
>> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4:
>> from=<www at rt3.curis.com>, size=998, nrcpt=1 (queue active)
>> Mar 10 08:56:51 rt3-curis-com postfix/pickup[214]: 7C66B843F5: uid=70
>> from=<www>
>> Mar 10 08:56:51 rt3-curis-com postfix/cleanup[231]: 7C66B843F5:
>> message-id=<rt-3.8.1-212-1236685553-104.30085-4-0 at curis.com>
>> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5:
>> from=<www at rt3.curis.com>, size=1232, nrcpt=3 (queue active)
>> Mar 10 08:56:51 rt3-curis-com postfix/smtp[234]: 6D778843F4:
>> to=<dens at curis.com>, relay=[mailserver].curis.com[10.2.0.20], delay=0,
>> status=sent (250 2.0.0 49b66393-000b34c3 Message accepted for delivery)
>> Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5:
>> to=<dens at curis.com>, relay=[mailserver].curis.com[10.2.0.20], delay=4257,
>> status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery)
>> Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5:
>> to=<derek at curis.com>, relay=[mailserver].curis.com[10.2.0.20], delay=4257,
>> status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery)
>> Mar 10 08:56:51 rt3-curis-com postfix/smtp[235]: 7C66B843F5:
>> to=<rcurran at curis.com>, relay=[mailserver].curis.com[10.2.0.20], delay=4257,
>> status=sent (250 2.0.0 49b66393-000b34c4 Message accepted for delivery)
>> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 6D778843F4: removed
>> Mar 10 08:56:51 rt3-curis-com postfix/qmgr[219]: 7C66B843F5: removed
> 
> Here, 6D778843F4 wakes up Postfix to the presence of 7C66B843F5, whose
> message-id and delay value point at it having been submitted 71 minutes
> earlier with 2A4DE8438B.
> 
> 
>> And from /var/log/httpd/error.log
> 
> Which seems to be 4 hours ahead... UTC vs EDT? I wouldn't expect to see that
> discrepancy on MacOS X...
> 
>> [Tue Mar 10 11:45:54 2009] [info]:
>> <rt-3.8.1-212-1236685553-588.30085-3-0 at curis.com> #30085/1657 - Scrip 3 On
>> Create Autoreply To Requestors
>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
>> [Tue Mar 10 11:45:54 2009] [info]:
>> <rt-3.8.1-212-1236685553-588.30085-3-0 at curis.com> sent  To: mborek at curis.com
>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
>> [Tue Mar 10 11:45:54 2009] [info]:
>> <rt-3.8.1-212-1236685553-104.30085-4-0 at curis.com> #30085/1657 - Scrip 4 On
>> Create Notify AdminCcs (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
>> [Tue Mar 10 11:45:54 2009] [info]:
>> <rt-3.8.1-212-1236685553-104.30085-4-0 at curis.com> sent  Bcc: dens at curis.com,
>> derek at curis.com, rcurran at curis.com
>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
> 
> And that answers the "why?" question. RT is sending that message with Bcc's
> (normal) which resulted in it not being ready for pickup back when
> 2A4DE8438B went out.
> 
>> [Tue Mar 10 11:45:54 2009] [info]: Ticket 30085 created in queue
>> 'Facilities' by mborek at curis.com
>> (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)
>> [Tue Mar 10 12:56:13 2009] [info]: Successful login for dens from 10.2.2.9
>> (/opt/rt3/share/html/autohandler:273)
>> [Tue Mar 10 12:56:51 2009] [info]:
>> <rt-3.8.1-228-1236689811-14.30085-2-0 at curis.com> #30085/1660 - Scrip 2 On
>> Owner Change Notify Owner (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:302)
>> [Tue Mar 10 12:56:51 2009] [info]:
>> <rt-3.8.1-228-1236689811-14.30085-2-0 at curis.com> sent  To: dens at curis.com
>> (/opt/rt3/bin/../lib/RT/Action/SendEmail.pm:333)
>> 
>> 
>> My RT_SiteConfig.PM
>> 
>> Set($rtname, "curis.com");
>> Set($Organization, "curis.com");
>> Set($WebBaseURL, "http://rt3.curis.com");
>> Set($OwnerEmail , 'derek at curis.com');
>> Set($CanonicalizeEmailAddressMatch , '@rt3\.curis\.com$');
>> Set($CanonicalizeEmailAddressReplace , '@curis.com');
>> Set($WebPath, "/rt");
>> Set($CorrespondAddress, 'correspond at curis.com');
>> Set($CommentAddress , 'comment at curis.com');
>> Set($SendmailPath, "/usr/sbin/sendmail");
>> Set($MessageBoxWrap, "SOFT");
>> Set($UseFriendlyToLine, 0);
>> Set($NotifyActor, 1);
>> Set($MessageBoxRichText, 0);
>> Set($SMTPDebug, 1);
>> Set($MyTicketsLength, 30);
>> Set($DefaultSummaryRows, 30);
>> 
> 
> 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.
> 

On 3/19/09 9:21 AM, "Derek Cunningham" <derek at curis.com> wrote:

> 
> 
> Sure enough, it was the postfix configuration.  Thanks for suggesting it
> Bill - I just put default Postfix (not Apple) times for wakeup on pickup,
> qmgr and flush in the master.cf, Apple sets them to "-".  I had already
> enabled pickup, which had things partially working, but missed qmgr and
> flush.
> 
> -Derek
> 
I figured out that it is trying to send email to the user "www", which is
the problem!!!  So, where is RT making the decision to add www to the bcc
list?

rt3:/etc/postfix root# mailq
-Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient-------
D97C288D82     1416 Fri Mar 20 10:10:14  www
                                         derek at curis.com
                                         jmui at curis.com
                                         rcurran at curis.com

-- 1 Kbytes in 1 Request.

rt3:/etc/postfix root# sendmail -q
rt3:/etc/postfix root# mailq
-Queue ID- --Size-- ----Arrival Time---- -Sender/Recipient-------
D97C288D82     1416 Fri Mar 20 10:10:14  www
                                         derek at curis.com
                                         jmui at curis.com
                                         rcurran at curis.com

-- 1 Kbytes in 1 Request.
rt3:/etc/postfix root#