[rt-users] rt creating multiple tickets

[Tim Dunphy]

System:
RT version         4.0.2
Apache version     2.2.3
MySQL version      5.0.77
CentOS version     5.7
Kernel version     2.6.18-194.el5  (64-bit)


Hello list,

I am writing to you today regarding an unusual issue we are having
with our RT server.

Where on occasion, if a user sends in a ticket to the system it will
create multiple tickets
from the one email.

Example:

357 	FW: FTP info 	Media Delivery 	new 	12 hours ago 	Take
356 	FW: FTP info 	Media Delivery 	new 	12 hours ago 	Take
354 	FW: FTP info 	Media Delivery 	new 	12 hours ago 	Take
353 	FW: FTP info 	Media Delivery 	new 	12 hours ago 	Take


At first it seemed that RT might have been spitting out multiple email
responses from the
same ticket. But instead what appears to be happening is that one
email can generate up
to four or more tickets. The most I've seen from a single email is
eight tickets, all with
unique ID numbers.

I've checked the logs, but there is nothing remarkable for each ticket creation,
aside from the curious fact multiple tickets stem from one email to the queue.


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 357" rt.log
[Wed Apr 18 00:02:20 2012] [info]: Ticket 357 created in queue 'Media
Delivery' by rpiatt
(/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:20 2012] [debug]: Found 0 scrips for
TransactionBatch stage with
applicable type(s) Create for txn #5017 on ticket #357
(/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367)
[Wed Apr 18 00:03:02 2012] [debug]: Attempting to use external auth
service: My_LDAP
(/usr/local/rt4/local/plugins/RT-Authen-ExternalAuth/lib/RT/Authen/ExternalAuth.pm:64)


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 356" rt.log
[Wed Apr 18 00:02:19 2012] [info]: Ticket 356 created in queue 'Media
Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:19 2012] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #5009 on
ticket #356 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367)
[Wed Apr 18 00:02:19 2012] [debug]: Skipping Scrip #2 because it isn't
applicable (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:229)


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 354" rt.log
[Wed Apr 18 00:02:13 2012] [info]: Ticket 354 created in queue 'Media
Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:13 2012] [debug]: Found 0 scrips for
TransactionBatch stage with applicable type(s) Create for txn #4996 on
ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:367)
[Wed Apr 18 00:02:13 2012] [debug]: Mail from user #1355
(Rance.Piatt at mlb.com)
(/usr/local/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:79)


[monitor03:root:/usr/local/rt4/var/log]#grep -A2 "Ticket 353" rt.log
[Wed Apr 18 00:02:12 2012] [info]: Ticket 353 created in queue 'Media
Delivery' by rpiatt (/usr/local/rt4/sbin/../lib/RT/Ticket.pm:681)
[Wed Apr 18 00:02:12 2012] [debug]: About to commit scrips for
transaction #4996 (/usr/local/rt4/sbin/../lib/RT/Transaction.pm:197)
[Wed Apr 18 00:02:12 2012] [debug]: Committing scrip #3 on txn #4996
of ticket #354 (/usr/local/rt4/sbin/../lib/RT/Scrips.pm:183)


I was only wondering if anyone has ever had a similar experience
because my googling has
turned up no information on this phenomenon. If you have heard of this
and you might have
a solution for this type of problem I would certainly appreciate
hearing from you.

Thanks, and best regards!
Tim

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