[rt-users] rt creating multiple tickets

Wed Apr 18 13:12:04 EDT 2012

Hi Guys,

Thanks for your replies. One thing that I should probably mention is
that the machine that I'm using to run RT on only has 2GB of physical
memory. I don't know how much RT 4.0.2 requires but I've noticed that
it appears to be running slowly and I wonder if this could be
contributing to the issue.

 Here's what I find in my mail logs relating to the multiple ticket creation:

[sysmail01:/data/home/dunphy] root% grep "mdticket" /var/log/syslog |
grep -v -i imap
Apr 17 15:22:00 sysmail01 postfix/local[4690]: [ID 197553 mail.info]
7F021352CE: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=4,
delays=0.13/0/0/3.8, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 15:22:18 sysmail01 postfix/local[2964]: [ID 197553 mail.info]
545BD352D2: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=4, delays=0.02/0/0/4,
dsn=2.0.0, status=sent (delivered to command: /opt/csw/bin/procmail)

Apr 17 19:58:39 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
BED741740D: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=5.1,
delays=0.16/0/0/4.9, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:01:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
895E817427: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=4.3,
delays=0.14/0/0/4.1, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:11 sysmail01 postfix/local[18659]: [ID 197553 mail.info]
8EDCE17433: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=5.1,
delays=0.01/0/0/5.1, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:12 sysmail01 postfix/local[19478]: [ID 197553 mail.info]
4CB4E17435: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=4.6,
delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:16 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
55A0117437: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=6.9,
delays=0.01/2.4/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:17 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
1E3DE17439: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=5,
delays=0.01/0.81/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:20 sysmail01 postfix/local[18659]: [ID 197553 mail.info]
763341743B: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=7,
delays=0.02/2.8/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:21 sysmail01 postfix/local[19478]: [ID 197553 mail.info]
2B4391743D: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=4.6,
delays=0.01/0/0/4.6, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:24 sysmail01 postfix/local[19445]: [ID 197553 mail.info]
E51121743F: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=5.7,
delays=0.01/1.5/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

Apr 17 20:02:25 sysmail01 postfix/local[18653]: [ID 197553 mail.info]
22BAC17441: to=<mdticket at mail01.mlbam.com>,
orig_to=<mdticket at mlbam.com>, relay=local, delay=5.8,
delays=0.01/1.6/0/4.2, dsn=2.0.0, status=sent (delivered to command:
/opt/csw/bin/procmail)

We're actually processing mail on another machine due to weird
firewall restrictions at our our company.

I'm using a fetchmail clone that's known as 'getmail' in a script on
the RT box to retrieve mail via IMAP SSL on the mail server:

The script is very simple and has a bunch of lines corresponding to
various RT accounts that look like the following:

[rt at monitor03 ~]$ cat bin/rtmail
#!/bin/bash
/usr/bin/getmail --rcfile /home/rt/.getmail/rtcorrespond --rcfile
/home/rt/.getmail/rtcomment --rcfile /home/rt/.getmail/rtreply

I'm not sure if I've provided enough info here for you to go on, but
I'm hoping this might shed some light on what might be causing this.

Thank you,
Tim

On Wed, Apr 18, 2012 at 9:34 AM, Ruslan Zakirov <ruz at bestpractical.com> wrote:
> 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.

-- 
GPG me!!

gpg --keyserver pool.sks-keyservers.net --recv-keys F186197B