[rt-users] emails on ticket updates not being sent in 4.0.6

Fisher, Michael Michael_Fisher at URMC.Rochester.edu
Fri Jun 1 19:02:36 EDT 2012 

I believe that this affected me too. I performed the upgrade from RT 4.0.5 to 4.0.6 yesterday and email stopped.

The workaround I found was overriding the mail command in my RT_SiteConfig.pm, as mentioned in this thread, but from the default ('sendmailpipe'):

Set( $MailCommand, 'sendmail' );

My environment is FreeBSD 9.0-STABLE, stock FreeBSD Sendmail 8.14.5/8.14.5, Apache 2.2.22, Perl v5.12.4, mod_perl 2-2.0.6.

Here are additional symptoms I observed.

In my Request Tracker log:

[Fri Jun  1 18:35:47 2012] [info]: <rt-4.0.6-26519-1338575747-802.33892-4-0 at son.rochester.edu<http://rochester.edu>> #33892/384246 - Scrip 4 Notify AdminCcs On Create (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:301)
[Fri Jun  1 18:35:47 2012] [critical]: <rt-4.0.6-26519-1338575747-802.33892-4-0 at son.rochester.edu<http://son.rochester.edu>>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: program unexpectedly closed pipe at /usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm line 449.

Stack:
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:449]
  [/usr/local/lib/perl5/5.12.4/mach/IO/Handle.pm:406]
  [/usr/local/lib/perl5/site_perl/5.12.4/MIME/Head.pm:535]
  [/usr/local/lib/perl5/site_perl/5.12.4/Mail/Internet.pm:112]
  [/usr/local/lib/perl5/site_perl/5.12.4/MIME/Entity.pm:1770]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:456]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:308]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:128]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/ScripAction.pm:232]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Scrip.pm:475]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Scrips.pm:198]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Transaction.pm:201]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Record.pm:1459]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Ticket.pm:676]
  [/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:1522]
  [/usr/local/share/rt40/html/REST/1.0/NoAuth/mail-gateway:61] (/usr/local/lib/perl5/site_perl/5.12.4/RT/Interface/Email.pm:470)

However, failures were inconsistent -- some had false positives:

[Fri Jun  1 17:11:54 2012] [info]: <rt-4.0.6-26923-1338570714-238.33891-4-0 at son.rochester.edu<http://rochester.edu>> #33891/384223 - Scrip 4 Notify AdminCcs On Create (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:301)
[Fri Jun  1 17:11:54 2012] [info]: <rt-4.0.6-26923-1338570714-238.33891-4-0 at son.rochester.edu<http://rochester.edu>> sent  Bcc: Michael_Fisher at URMC.Rochester.edu<mailto:Michael_Fisher at URMC.Rochester.edu> (/usr/local/lib/perl5/site_perl/5.12.4/RT/Action/SendEmail.pm:332)

In my mail log, I was seeing entries like this (note that the sender/recipient email addresses are missing and defaulted to the web server process user):

Jun  1 13:11:54 rt sendmail[30898]: q51HBsZ8030898: from=www, size=0, class=0, nrcpts=0, msgid=<201206011711.q51HBsZ8030898 at son.rochester.edu<mailto:201206011711.q51HBsZ8030898 at son.rochester.edu>>, relay=www at localhost
Jun  1 13:11:54 rt sendmail[30899]: q51HBsnA030899: from=www, size=0, class=0, nrcpts=0, msgid=<201206011711.q51HBsnA030899 at son.rochester.edu<mailto:201206011711.q51HBsnA030899 at son.rochester.edu>>, relay=www at localhost
Jun  1 14:35:47 rt sendmail[34095]: q51IZlaf034095: from=www, size=0, class=0, nrcpts=0, msgid=<201206011835.q51IZlaf034095 at son.rochester.edu<mailto:201206011835.q51IZlaf034095 at son.rochester.edu>>, relay=www at localhost

After switching to 'sendmail' mode, I can tell no client-side difference between having Set($SendmailArguments, '-oi' ); and Set( $SendmailArguments, '-oi -t' ); I am using the former, per Thomas Sibley's recommendation of 5/23.

Thanks for making and sharing Request Tracker. Please let me know if there's anything else that I can do to help.

--
Mike Fisher     Michael_Fisher at urmc.rochester.edu<mailto:Michael_Fisher at urmc.rochester.edu>       585-275-6884
University of Rochester                                 School of Nursing

On May 23, 2012, at 7:01 , Niall Wilson wrote:

Hi,

I've just updated to 4.0.6 and ticket updates are no longer being emailed. This does not seem to be related to the noted FCGI.pm problem as (1) I'm using mod_perl and (2) I updated the installed FCGI to v 0.74 just in case.

If I revert to 4.0.5 email works fine.

Sample debug output is :

[Wed May 23 10:52:07 2012] [debug]: Working on mailfield To; recipients are  (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment at ichec.ie<mailto:support-systems-comment at ichec.ie>>
Reply-To: support-systems-comment at ichec.ie<mailto:support-systems-comment at ichec.ie>
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie>>
References: <RT-Ticket-416 at ichec.ie<mailto:RT-Ticket-416 at ichec.ie>> <rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie>>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie>
Bcc: niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Cc; recipients are  (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment at ichec.ie<mailto:support-systems-comment at ichec.ie>>
Reply-To: support-systems-comment at ichec.ie<mailto:support-systems-comment at ichec.ie>
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie>>
References: <RT-Ticket-416 at ichec.ie<mailto:RT-Ticket-416 at ichec.ie>> <rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie>>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie>
Bcc: niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: Working on mailfield Bcc; recipients are niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:660)
[Wed May 23 10:52:07 2012] [debug]: Subject: [ICHEC Systems Team #416] [Comment] ICHEC email address: forward, auto-reply and mailing-list unsubscription
From: "Niall Wilson via ICHEC RT" <support-systems-comment at ichec.ie<mailto:support-systems-comment at ichec.ie>>
Reply-To: support-systems-comment at ichec.ie<mailto:support-systems-comment at ichec.ie>
In-Reply-To: <rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie>>
References: <RT-Ticket-416 at ichec.ie<mailto:RT-Ticket-416 at ichec.ie>> <rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337765913-158.416-8-0 at ichec.ie>>
Message-ID: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>>
Precedence: bulk
X-RT-Loop-Prevention: ICHEC Support
RT-Ticket: ICHEC Support #416
Managed-by: RT 4.0.6 (http://www.bestpractical.com/rt/)
RT-Originator: niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie>
Bcc: niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie>
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:667)
[Wed May 23 10:52:07 2012] [debug]: Got user mail preference 'Individual messages' for user niall.wilson at ichec.ie<mailto:niall.wilson at ichec.ie> (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:681)
[Wed May 23 10:52:07 2012] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:690)
[Wed May 23 10:52:07 2012] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:699)
[Wed May 23 10:52:07 2012] [debug]: No recipients found for deferred delivery on transaction #8091 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:712)
[Wed May 23 10:52:07 2012] [info]: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>> #416/8091 - Scrip 8 On Comment Notify AdminCcs as Comment (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301)
[Wed May 23 10:52:07 2012] [error]: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>>: `/usr/sbin/sendmail -oi -t` exited with code 1 (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465)
[Wed May 23 10:52:07 2012] [crit]: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>>: Could not send mail with command `/usr/sbin/sendmail -oi -t`: <rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie<mailto:rt-4.0.6-14259-1337770327-43.416-8-0 at ichec.ie>>: `/usr/sbin/sendmail -oi -t` exited with code 1 at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 466.

Stack:
 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:466]
 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]
 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]
 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]
 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]
 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]
 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2243]
 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2103]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1856]
 [/opt/rt4/share/html/Ticket/Display.html:164]
 [/opt/rt4/share/html/Ticket/Update.html:328]
 [/opt/rt4/share/html/Ticket/autohandler:19]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:568]
 [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:318]
 [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:470)




--
Niall Wilson
ICHEC Systems Team





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