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Lost emails!
sven.sternberger at desy
Nov 21, 2016, 3:12 AM
Post #1 of 7 (1785 views)
Permalink
Hello!

I wrote now several time to the list but it seems that our
problem ist to "special"

So sometimes RT don't send emails. If I look in the logs I see
lines like:

Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate object method "" via package "MIME::Head" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:180]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1696]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1613]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1456]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1508]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
Nov 17 16:20:48 myrtsys RT: [9992] Use of uninitialized value in method with known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.
Nov 17 16:20:48 myrtsys RT: [9992] Use of uninitialized value in method with known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.
Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 89 died. - Can't locate object method "" via package "MIME::Head" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:180]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:189]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1696]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1613]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:1456]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1508]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61]
Nov 17 16:21:47 myrtsys RT: [9992] Ticket 697024 created in queue 'xyz' by someone

So the ticket is in the database but the mails were not sended.

We have ~150 Tickets per Day and the problem occurs about 1-3 time per month
I use:
VMware (2 vcpus)
RT 4.2.12
Ubuntu 14.04
perl5 (revision 5 version 18 subversion 2) (normal Ubuntu package)
mysql 5.5.53
apache 2.4.7-1ubuntu4.13


Any idea what I can do? I would try now to built a my own
perl 5.24 (http://www.allgoodbits.org/articles/view/45)

best regards!

Sven Sternberger
System Engineer
Tel.: 040/8998-4397
DESY IT
---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - January 9-11 2017
Re: Lost emails! [ In reply to ]
shawn at bestpractical
Nov 21, 2016, 8:10 AM
Post #2 of 7 (1771 views)
Permalink
> On Nov 21, 2016, at 06:12, Sternberger, Sven <sven.sternberger@desy.de> wrote:
> Hello!

Hi Sven,

> Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate object method "" via package "MIME::Head" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012

The "_Local" in the stack trace indicates a local customization your organization has made as being the source of the error. Would you be able to provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm?

> best regards!
>
> Sven Sternberger
> System Engineer
> Tel.: 040/8998-4397
> DESY IT

Best,
Shawn

---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - January 9-11 2017
Re: Lost emails! [ In reply to ]
sven.sternberger at desy
Nov 22, 2016, 12:31 AM
Post #3 of 7 (1767 views)
Permalink
Hello!

there are no "secrets" in our customization I disabled the check which prevents to
send an email to a queue adress (we process income mails with procmail and automatically
send emails which were adressed to an other queue to the staff member of this queue directly)

best regards!

Sven

----- Ursprüngliche Mail -----
> Von: "Shawn M Moore" <shawn@bestpractical.com>
> An: "Sternberger, Sven" <sven.sternberger@desy.de>
> CC: "rt-users" <rt-users@lists.bestpractical.com>
> Gesendet: Montag, 21. November 2016 17:10:01
> Betreff: Re: [rt-users] Lost emails!

>> On Nov 21, 2016, at 06:12, Sternberger, Sven <sven.sternberger@desy.de> wrote:
>> Hello!
>
> Hi Sven,
>
>> Nov 17 16:20:48 myrtsys RT: [9992] Scrip Prepare 88 died. - Can't locate object
>> method "" via package "MIME::Head" at
>> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 180.#012#012Stack:#012
>
> The "_Local" in the stack trace indicates a local customization your
> organization has made as being the source of the error. Would you be able to
> provide your copy of /opt/rt4/lib/RT/Action/SendEmail_Local.pm?
>
>> best regards!
>>
>> Sven Sternberger
>> System Engineer
>> Tel.: 040/8998-4397
>> DESY IT
>
> Best,
> Shawn

Attached Files:

Re: Lost emails! [ In reply to ]
sven.sternberger at desy
Dec 1, 2016, 5:42 AM
Post #4 of 7 (1731 views)
Permalink
Hello!

I now changed some things. I switched to perl 5.24 (perlbrew) and I updated to 4.2.13
but the problem is still the same

Dec 1 12:27:40 rt-xxxx RT: [5776] Ticket 699881 created in queue 'it-xxxx' by it-xxxx@desy.de
Dec 1 12:27:40 rt-xxxx RT: [5776] Redundant argument in sprintf at /opt/rt4/sbin/../lib/RT/Action/Notify.pm line 130.
Dec 1 12:27:40 rt-xxxx RT: [5776] Use of uninitialized value in method with known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
Dec 1 12:27:40 rt-xxxx RT: [5776] Use of uninitialized value in method with known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
Dec 1 12:27:40 rt-xxxx RT: [5776] Scrip Prepare 238 died. - Can't locate object method "" via package "RT::Action::Notify" at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:1043]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:580]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:152]#012 [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:275]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2607]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2578]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:2648]

I don't have an idea how to track down the problem. My next try would be to replace SendEmail.pm with my SendEmail_Local.pm maybe the
customization mechanism is broken?

Best regards,

Sven

PS the actual diff /opt/rt4/lib/RT/Action/SendEmail.pm /opt/rt4/lib/RT/Action/SendEmail_Local.pm

832,838c832,839
< $self->RecipientFilter(
< Callback => sub {
< return unless RT::EmailParser->IsRTAddress( $_[0] );
< return "$_[0] appears to point to this RT instance. Skipping";
< },
< All => 1,
< );
---
> # removed for q2q
> #$self->RecipientFilter(
> # Callback => sub {
> # return unless RT::EmailParser->IsRTAddress( $_[0] );
> # return "$_[0] appears to point to this RT instance. Skipping";
> # },
> # All => 1,
> #);
---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - January 9-11 2017
Re: Lost emails! [ In reply to ]
sven.sternberger at desy
Dec 5, 2016, 12:40 AM
Post #5 of 7 (1720 views)
Permalink
Hello!

it would be very helpful if somebody could look at my overlay if it is
syntactical correct overlay file.

I found maybe my problem. I've just copied the original file
to SendEmail_Local.pm and make my changes. But when I looked at the end of
the copied file I found "RT::Base->_ImportOverlays();"
which is maybe not a good idea to have it in SendEmail_Local.pm file?

Now I have only the header and the method I've changed in SendEmail_Local.pm.

best regards!

Sven

----- Ursprüngliche Mail -----
> Von: "Sternberger, Sven" <sven.sternberger@desy.de>
> An: "rt-users" <rt-users@lists.bestpractical.com>
> Gesendet: Donnerstag, 1. Dezember 2016 14:42:11
> Betreff: Re: [rt-users] Lost emails!

> Hello!
>
> I now changed some things. I switched to perl 5.24 (perlbrew) and I updated to
> 4.2.13
> but the problem is still the same
>
> Dec 1 12:27:40 rt-xxxx RT: [5776] Ticket 699881 created in queue 'it-xxxx' by
> it-xxxx@desy.de
> Dec 1 12:27:40 rt-xxxx RT: [5776] Redundant argument in sprintf at
> /opt/rt4/sbin/../lib/RT/Action/Notify.pm line 130.
> Dec 1 12:27:40 rt-xxxx RT: [5776] Use of uninitialized value in method with
> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
> Dec 1 12:27:40 rt-xxxx RT: [5776] Use of uninitialized value in method with
> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
> Dec 1 12:27:40 rt-xxxx RT: [5776] Scrip Prepare 238 died. - Can't locate object
> method "" via package "RT::Action::Notify" at
> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.#012#012Stack:#012
> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:1043]#012
> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:580]#012
> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:152]#012
> [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012
> [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012
> [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012
> [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012
> [/opt/rt4/sbin/../lib/RT/Scrips.pm:275]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2607]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2578]#012
> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2648]
>
> I don't have an idea how to track down the problem. My next try would be to
> replace SendEmail.pm with my SendEmail_Local.pm maybe the
> customization mechanism is broken?
>
> Best regards,
>
> Sven
>
> PS the actual diff /opt/rt4/lib/RT/Action/SendEmail.pm
> /opt/rt4/lib/RT/Action/SendEmail_Local.pm
>
> 832,838c832,839
> < $self->RecipientFilter(
> < Callback => sub {
> < return unless RT::EmailParser->IsRTAddress( $_[0] );
> < return "$_[0] appears to point to this RT instance. Skipping";
> < },
> < All => 1,
> < );
> ---
>> # removed for q2q
>> #$self->RecipientFilter(
>> # Callback => sub {
>> # return unless RT::EmailParser->IsRTAddress( $_[0] );
>> # return "$_[0] appears to point to this RT instance. Skipping";
>> # },
>> # All => 1,
>> #);
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017
---------
RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training
* Los Angeles - January 9-11 2017
Re: Lost emails! [ In reply to ]
sven.sternberger at desy
Dec 5, 2016, 12:58 AM
Post #6 of 7 (1720 views)
Permalink
forgot the attachment

----- Ursprüngliche Mail -----
> Von: "Sternberger, Sven" <sven.sternberger@desy.de>
> An: "rt-users" <rt-users@lists.bestpractical.com>
> Gesendet: Montag, 5. Dezember 2016 09:40:25
> Betreff: Re: [rt-users] Lost emails!

> Hello!
>
> it would be very helpful if somebody could look at my overlay if it is
> syntactical correct overlay file.
>
> I found maybe my problem. I've just copied the original file
> to SendEmail_Local.pm and make my changes. But when I looked at the end of
> the copied file I found "RT::Base->_ImportOverlays();"
> which is maybe not a good idea to have it in SendEmail_Local.pm file?
>
> Now I have only the header and the method I've changed in SendEmail_Local.pm.
>
> best regards!
>
> Sven
>
> ----- Ursprüngliche Mail -----
>> Von: "Sternberger, Sven" <sven.sternberger@desy.de>
>> An: "rt-users" <rt-users@lists.bestpractical.com>
>> Gesendet: Donnerstag, 1. Dezember 2016 14:42:11
>> Betreff: Re: [rt-users] Lost emails!
>
>> Hello!
>>
>> I now changed some things. I switched to perl 5.24 (perlbrew) and I updated to
>> 4.2.13
>> but the problem is still the same
>>
>> Dec 1 12:27:40 rt-xxxx RT: [5776] Ticket 699881 created in queue 'it-xxxx' by
>> it-xxxx@desy.de
>> Dec 1 12:27:40 rt-xxxx RT: [5776] Redundant argument in sprintf at
>> /opt/rt4/sbin/../lib/RT/Action/Notify.pm line 130.
>> Dec 1 12:27:40 rt-xxxx RT: [5776] Use of uninitialized value in method with
>> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
>> Dec 1 12:27:40 rt-xxxx RT: [5776] Use of uninitialized value in method with
>> known name at /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.
>> Dec 1 12:27:40 rt-xxxx RT: [5776] Scrip Prepare 238 died. - Can't locate object
>> method "" via package "RT::Action::Notify" at
>> /opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm line 1043.#012#012Stack:#012
>> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:1043]#012
>> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:580]#012
>> [/opt/rt4/sbin/../lib/RT/Action/SendEmail_Local.pm:152]#012
>> [/opt/rt4/sbin/../lib/RT/Action/Notify.pm:69]#012
>> [/opt/rt4/sbin/../lib/RT/ScripAction.pm:223]#012
>> [/opt/rt4/sbin/../lib/RT/Scrip.pm:637]#012
>> [/opt/rt4/sbin/../lib/RT/Scrips.pm:342]#012
>> [/opt/rt4/sbin/../lib/RT/Scrips.pm:275]#012
>> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2607]#012
>> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2578]#012
>> [/opt/rt4/sbin/../lib/RT/Ticket.pm:2648]
>>
>> I don't have an idea how to track down the problem. My next try would be to
>> replace SendEmail.pm with my SendEmail_Local.pm maybe the
>> customization mechanism is broken?
>>
>> Best regards,
>>
>> Sven
>>
>> PS the actual diff /opt/rt4/lib/RT/Action/SendEmail.pm
>> /opt/rt4/lib/RT/Action/SendEmail_Local.pm
>>
>> 832,838c832,839
>> < $self->RecipientFilter(
>> < Callback => sub {
>> < return unless RT::EmailParser->IsRTAddress( $_[0] );
>> < return "$_[0] appears to point to this RT instance. Skipping";
>> < },
>> < All => 1,
>> < );
>> ---
>>> # removed for q2q
>>> #$self->RecipientFilter(
>>> # Callback => sub {
>>> # return unless RT::EmailParser->IsRTAddress( $_[0] );
>>> # return "$_[0] appears to point to this RT instance. Skipping";
>>> # },
>>> # All => 1,
>>> #);
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Los Angeles - January 9-11 2017
> ---------
> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpractical.com/training
> * Los Angeles - January 9-11 2017

Attached Files:

Re: Lost emails! [ In reply to ]
sven.sternberger at desy
Dec 20, 2016, 12:48 AM
Post #7 of 7 (1671 views)
Permalink
Just for the records, the problem was that I copied
SendEmail.pm to SendEmail_Local.pm. In the "Local" copy
I made my customization.

This is not a good idea because at the end of
SendEmail.pm you find "RT::Base->_ImportOverlays();"
so I gues this triggered an endless loop which most
of the time works nevertheless but occasionally fails
with "copy freed scalar panic" or "Scrip Prepare died"

Now I just have the modified method in "Local"
and it seems to work.

cheers!

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