[rt-users] RT intermittently fails to send mails after recent Debian Update

[Nehmer Torben]

Hello,

I am using RT 4 on an Debian Stable using the backports builds. On Saturday we updated the installation to 4.0.5-3~bpo60+1 in response to the latest security advisory. Since then, we have intermittent problems in the mail communication originating from the RT system. Most of the mails work fine (perhaps 99%) but a few are rejected by Postfix with this error message:

                postfix/sendmail[31546]: fatal: www-data(33): No recipient addresses found in message header

There have not been any configuration changes over the weekend except for the RT upgrade off 4.0.5-1~bpo60+1.

Upon setting the log level to Debug I had the following case just a few minutes ago:

A new mail got in over the Mail gateway from User h.s at domain<mailto:h.s at domain>, a user already known to RT. The ticket got created correctly in the queue MwStFreigabe in question. It had no owner and h.s at domain<mailto:h.s at domain> as requestor. In addition, the queue has a.s at domain<mailto:a.s at domain> as AdminCC configured.

Now RT fails to send both mails related to this ticket creation:

First there is Scrip scrip 4, which is configured as "On Create, Notify AdminCcs with Global Template Transaction during TransactionCreate", there is nothing user defined beyond this.

The template Transaction is of Type Perl and looks like this:

RT-Attach-Message: yes


{$Transaction->CreatedAsString}: Anfrage {$Ticket->id} wurde verändert.
Transaktion: {$Transaction->Description}
     Bereich: {$Ticket->QueueObj->Name}
     Betreff: {$Transaction->Subject || $Ticket->Subject || "(No subject given)"}
    Besitzer: {$Ticket->OwnerObj->Name}
    Klienten: {$Ticket->RequestorAddresses}
      Status: {$Ticket->Status}
   Priorität: {$Ticket->Priority}/{$Ticket->FinalPriority}
Ticket <URL: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} >


{$Transaction->Content()}

The mail doesn't get sent with the error above. RT logs this (some messages about skipped scripts skipped for brevity), the transaction in question was the 964235 on Ticket 53293:

[Tue Jul 31 08:47:07 2012] [debug]: Committing scrip #4 on txn #964235 of ticket #53293 (/usr/share/request-tracker4/lib/RT/Scrips.pm:192)
[Tue Jul 31 08:47:07 2012] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fcf305d8918), id 964235 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:644)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Cc; recipients are  (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject: =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: "The RT System itself via RT" <queue at domain>
Reply-To: queue.rt at domain
In-Reply-To:
References: <RT-Ticket-53293 at domain>
Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain>
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s at domain
To: "AdminCc of CANCOM Tickets Ticket #53293":;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Cc: line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: Working on mailfield Bcc; recipients are a.s at domain (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:660)
[Tue Jul 31 08:47:07 2012] [debug]: Subject: =?UTF-8?B?W013U3QgRnJlaWdhYmUgIzUzMjkzXSBjY2QgLSAxMjUzMDcwIC0gVW50ZXJu?=
=?UTF-8?B?ZWhtZXJlaWdlbnNjaGFmdCBwcsO8ZmVu?=
From: "The RT System itself via RT" <queue at domain>
Reply-To: queue at domain
In-Reply-To:
References: <RT-Ticket-53293 at domain >
Message-ID: <rt-4.0.5-31511-1343724427-334.53293-4-0 at domain >
Precedence: bulk
X-RT-Loop-Prevention: CANCOM Tickets
RT-Ticket: CANCOM Tickets #53293
Managed-by: RT 4.0.5 (http://www.bestpractical.com/rt/)
Bcc: a.s at domain
To: "AdminCc of CANCOM Tickets Ticket #53293":;
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:667)
[Tue Jul 31 08:47:07 2012] [debug]: Got user mail preference 'Individual messages' for user alexander.schmucker at cancom.de (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:681)
[Tue Jul 31 08:47:07 2012] [debug]: Removing deferred recipients from Bcc: line (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:690)
[Tue Jul 31 08:47:07 2012] [debug]: Setting deferred recipients for attribute creation (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:699)
[Tue Jul 31 08:47:07 2012] [debug]: No recipients found for deferred delivery on transaction #964235 (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:712)
[Tue Jul 31 08:47:07 2012] [info]: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM> #53293/964235 - Scrip 4 AdminCC beim Erstellen benachrichtigen (/usr/share/request-tracker4/lib/RT/Action/SendEmail.pm:301)
[Tue Jul 31 08:47:07 2012] [error]: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi -t` exited with code 75 (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:465)
[Tue Jul 31 08:47:07 2012] [crit]: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: <rt-4.0.5-31511-1343724427-334.53293-4-0 at CANCOM>: `/usr/sbin/sendmail -oi -t` exited with code 75 at /usr/share/request-tracker4/lib/RT/Interface/Email.pm line 466. (/usr/share/request-tracker4/lib/RT/Interface/Email.pm:470)
[Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)
[Tue Jul 31 08:47:07 2012] [warning]: No EmailInputEncodings set, fallback to iso-8859-1 (/usr/share/request-tracker4/lib/RT/I18N.pm:431)
[Tue Jul 31 08:47:07 2012] [debug]: Converting 'iso-8859-1' to 'utf-8' for text/plain - Subjectless message (/usr/share/request-tracker4/lib/RT/I18N.pm:240)

I'd appreciate any help to get to the bottom of this.

Best regards,
Torben Nehmer
-------
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer at cancom.de<mailto:torben.nehmer at cancom.de>
www.cancom.de<http://www.cancom.de/>
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Martin Mayr, Tobias Hörmann
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