Krenair: Password reset emails for *OTRS* only?
What is the scope of this ticket / users of which sites are affected?

Hi Andre. This is not about OTRS, this is about users claiming that they aren't receiving wiki password reset emails that are supposedly being sent.

Similar complaints:
https://bugzilla.wikimedia.org/show_bug.cgi?id=63927
https://bugzilla.wikimedia.org/show_bug.cgi?id=65328

Potentially related:
https://bugzilla.wikimedia.org/show_bug.cgi?id=56413
https://bugzilla.wikimedia.org/show_bug.cgi?id=64795
https://bugzilla.wikimedia.org/show_bug.cgi?id=59731

Alex / Filippo: Any idea where (and who) to start investigating here, as this problem seems to come up more often now (see comment 3)?

I know that a few of them I've found have been due to user error (e.g. wrong email address verified for the account). So this *might* not be a technical issue.

It would help if the "Email has been sent" message didn't lie and included something along the lines of "If a wiki account has been verified against this email address, then an email has been sent" when providing an email address to reset (instead of a username).

I would suggest a "A password reset was triggered for this email address but there are no accounts verified for it" email but that has some obvious issues with spam/flooding etc.

Andre, (In reply to Andre Klapper from comment #4)

Alex / Filippo: Any idea where (and who) to start investigating here, as
this problem seems to come up more often now (see comment 3)?

As Alex mentioned one possible reason is misspelled email address, I see ~30 messages on mchenry at the moment from wiki@wikimedia.org which could be activations or password resets, most of them with misspelled domains, plus a bunch others on the mw servers sitting in their local mail queues also with misspelled domains.

Given the usual volume of outbound mail and the fact that queues on mchenry look normal it seems the mail system is working (and mediawiki too?).

Thanks for providing potential other reasons and numbers, to get an idea that this is not a huge issue when it comes to potentially affected people.

no problem! it'd be nice to have test users to be able to test password recovery (in this case) end to end, or perhaps we already do?

another diagnostic facility thing might be to have email message-id tracked (if mw generates message-id that is) so it is easier to track

https://ticket.wikimedia.org/otrs/index.pl?Action=AgentTicketZoom&TicketID=7612769 reports this issue and that their mail server received no connections from mchenry.

mhh I don't have otrs access and root user/pass on iron don't seem to be working, can somebody with access look at similar reports for ongoing issues?

Note: I haven't seen this complaint recently.

I will concur with Krenair above - the number of such reports have dropped significantly since around the time the bug was filed.

understood, so from the looks of it is doesn't seem to be an ongoing problem? can we get positive confirmation from users that they have been able to receive those and their addresses are not misspelled?

Probably not. How would we even be able to check whether the addresses are correct?

(from experience, not evidence) some might have the remote part obviously misspelled or the local part too (less obviously perhaps)