2 queues / 2 emails addresses

Hello,

We have an RT installation with 2 queues (help and developers). Up to now we have had one email address and we were manually moving relevant ticket to the second queue. We would like to add an email alias to our system so tickets can be created by email to the second Queue (developers).

1/ We have assigned an email address to the developers Queue (Configuration, Queue, developers and entering the relevant address to bypass the default queue (Help).

2/ We added a new alias in our MTA (postfix) to point developers@our_domain to the developers Queue:
#RT aliases
developers: "|/opt/rt2/bin/rt-mailgate --queue developers --action correspond"
developers-comment: “|/opt/rt2/bin/rt-mailgate --queue developers --action comment”

helpdesk: "|/opt/rt2/bin/rt-mailgate --queue ‘help’ --action correspond"
helpdesk-comment: “|/opt/rt2/bin/rt-mailgate --queue ‘help’ --action comment”

We obviously did rebuild our aliases db.

So far everything tested (including developers@our_domain) still goes to the help queue. We tried many things. Even after temporarily disabling our help queue, tickets not inetended for the help queue still end up in the help queue.

Are we missing the obvious?

Any help will be greatly appreciated.

We are using RT2.0.14 apache 1.3.27, fastcgi and postfix.

Nicolas

Nicolas Bertrand
CEH Oxford,
Mansfield Road
Oxford OX1 3SR
Tel: 01865 281 658
Fax: 01865 281 696
email: nsb@ceh.ac.uk

helpdesk: "|/opt/rt2/bin/rt-mailgate --queue ‘help’ --action
correspond"
helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue ‘help’ --action
comment"
We obviously did rebuild our aliases db.

Mmm. May be this would work:

helpdesk: "|/opt/rt2/bin/rt-mailgate --queue help --action correspond"
helpdesk-comment: “|/opt/rt2/bin/rt-mailgate --queue help --action
comment”

Sergey.

Thanks Sergei but this still removing the 's do not help :frowning:

Nicolas

“Sergey Gurov” cec2000@mail.ru 03/04/03 12:16pm >>>
helpdesk: "|/opt/rt2/bin/rt-mailgate --queue ‘help’ --action
correspond"
helpdesk-comment: "|/opt/rt2/bin/rt-mailgate --queue ‘help’ --action
comment"
We obviously did rebuild our aliases db.

Mmm. May be this would work:

helpdesk: "|/opt/rt2/bin/rt-mailgate --queue help --action correspond"
helpdesk-comment: “|/opt/rt2/bin/rt-mailgate --queue help --action
comment”

Sergey.

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Thanks Sergei but this still removing the 's do not help :frowning:

Nicolas

And what is there in your mail log?
Did you try to comment out those lines with helpdesk alias? (and rebuild
aliases)

Sergey.

Hi Sergey,

Our mail log:
Mar 4 21:00:04 host.our_domain.com postfix/local[25577]: C9E242787BD: to=<developers@our_domain.com>, relay=local, delay=3, status=sent ("|/opt/rt2/bin/rt-mailgate --queue developers --action correspond")

This does still ends up in the wrong queue.

Commenting out then rebuilding aliases/restarting MTA> I tried them all.

Nic
Nicolas Bertrand
CEH Oxford,
Mansfield Road
Oxford OX1 3SR
Tel: 01865 281 658
Fax: 01865 281 696
email: nsb@ceh.ac.uk

“Sergey Gurov” cec2000@mail.ru 03/04/03 12:47 PM >>>
Thanks Sergei but this still removing the 's do not help :frowning:

Nicolas

And what is there in your mail log?
Did you try to comment out those lines with helpdesk alias? (and rebuild
aliases)

Sergey.

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm