[rt-users] rt creating multiple tickets

[Ruslan Zakirov]

On Wed, Apr 18, 2012 at 17:02, Tim Dunphy <bluethundr at gmail.com> wrote:
> 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.

First idea is that something timeouts too early, so mailgate thinks
that it didn't delivered the message and asks MDA to re-try later.

>
> 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
>
> --
> GPG me!!
>
> gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B



-- 
Best regards, Ruslan.