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

Tue Jul 31 08:13:23 EDT 2012

Did any perl modules get updated as part of the upgrade?

What version of Email::Address is installed?
(perl -e 'use Email::Address; print $Email::Address::VERSION;')

On 7/31/12 6:51 AM, Jack Zabolotnyi wrote:
> You missing recepient: as you can see in logs, rt is trying to send message
> to To: "AdminCc of CANCOM Tickets Ticket #53293":;, but there is no
> recepient's email address (and postfix drops such message). Please check
> your users and verifu if all of them have email address and if in your
> ticket correct address is given.
>
> On Tue, Jul 31, 2012 at 11:44 AM, Nehmer Torben <Torben.Nehmer at cancom.de>wrote:
>
>> 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, 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 as requestor.
>> In addition, the queue has 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
>> www.cancom.de****
>>
>> CANCOM Deutschland GmbH
>> Sitz der Gesellschaft: Jettingen-Scheppach
>> HRB 10653 Memmingen
>> Geschäftsführer: Martin Mayr, Tobias Hörmann****
>>
>> Diese E-Mail und alle mitgesendeten Dateien sind vertraulich und
>> ausschließlich für den Gebrauch durch den Empfänger bestimmt!
>> This e-mail and any files transmitted with it are confidential intended
>> solely for the use of the addressee!****
>>
>> ** **
>>
>
>
>

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