I’m a bit confused here… tried reading up on this but… maybe I just need a
layman’s explanation of what I need to be doing here.
We were using rt 3.8.7, but recently upgraded to 3.8.8. As per the README,
after the ‘make upgrade’ I ran:
/opt/rt3/sbin/rt-setup-database --dba rt_user --prompt-for-dba-password
–action upgrade
which initially gave an error about RTAddressRegexp not being set. So after
some digging, I’ve set the regular expression up in
/opt/rt3/etc/RT_SiteConfig.pm and re-ran the above line, w/o the
aforementioned error. However, this morning when I went to create a test
ticket, I get:
mymail@myserver.com is an address RT receives mail at. Adding it as a
‘Requestor’ would create a mail loop
(obviously that’s not the email address… just kinda… censoring…)
In the past, we’ve always used this email address as the single address to
send out notifications, etc… and we don’t really get “replies” to tickets
via email. So now it appears it wants a different email account, rather
than the “catch-all” one we made. I tried uncommenting the line from
RT_SiteConfig.pm and restarting apache, but that didn’t seem to change
anything. Before I accidentally break something, can someone help me out
here? All I want is to have it able to submit tickets using the catch-all
email account we made for it.
I’m a bit confused here… tried reading up on this but… maybe I just need a layman’s
[1]mymail@myserver.com is an address RT receives mail at. Adding it as a ‘Requestor’ would
create a mail loop
(obviously that’s not the email address… just kinda… censoring…)
In the past, we’ve always used this email address as the single address to send out
notifications, etc… and we don’t really get “replies” to tickets via email. So now it appears
it wants a different email account, rather than the “catch-all” one we made. I tried
uncommenting the line from RT_SiteConfig.pm and restarting apache, but that didn’t seem to
change anything. Before I accidentally break something, can someone help me out here? All I
want is to have it able to submit tickets using the catch-all email account we made for it.
Most likely you wrote your RTAddressRegexp wrong and are matching
accounts other than your Correspond and Comment addresses
-kevin
ok, here’s a smipplet of what I’ve got in RT_SiteConfig
Set($CorrespondAddress , ‘trouble-ticket@imctv.com’);
Set($CommentAddress , ‘rt-comment@imctv.com’);
Set($SMTPFrom , ‘trouble-ticket@imctv.com’);
Set($RTAddressRegexp ,
‘^(trouble-ticket@imctv.com|rt-comment@imctv.com)$’);
I assumed I needed to match trouble-ticket@imctv.com and
rt-comment@imctv.com, did I form the regexp wrong, or am I wrong on this
thinking?On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
I’m a bit confused here… tried reading up on this but… maybe I just
need a layman’s
[1]mymail@myserver.com is an address RT receives mail at. Adding it
as a ‘Requestor’ would
create a mail loop
(obviously that’s not the email address… just kinda… censoring…)
In the past, we’ve always used this email address as the single
address to send out
notifications, etc… and we don’t really get “replies” to tickets via
email. So now it appears
it wants a different email account, rather than the “catch-all” one we
made. I tried
uncommenting the line from RT_SiteConfig.pm and restarting apache, but
that didn’t seem to
change anything. Before I accidentally break something, can someone
help me out here? All I
want is to have it able to submit tickets using the catch-all email
account we made for it.
Most likely you wrote your RTAddressRegexp wrong and are matching
accounts other than your Correspond and Comment addresses
-kevin
ok, here’s a smipplet of what I’ve got in RT_SiteConfig
Set($CorrespondAddress , ‘trouble-ticket@imctv.com’);
Set($CommentAddress , ‘rt-comment@imctv.com’);
Set($SMTPFrom , ‘trouble-ticket@imctv.com’);
Set($RTAddressRegexp ,
‘^(trouble-ticket@imctv.com|rt-comment@imctv.com)$’);
I assumed I needed to match trouble-ticket@imctv.com and
rt-comment@imctv.com, did I form the regexp wrong, or am I wrong on this
thinking?
That appears correct. What is the actual From: address you’re
trying to use?
-kevin> On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
I’m a bit confused here… tried reading up on this but… maybe I just
need a layman’s
[1]mymail@myserver.com is an address RT receives mail at. Adding it
as a ‘Requestor’ would
create a mail loop
(obviously that’s not the email address… just kinda… censoring…)
In the past, we’ve always used this email address as the single
address to send out
notifications, etc… and we don’t really get “replies” to tickets via
email. So now it appears
it wants a different email account, rather than the “catch-all” one we
made. I tried
uncommenting the line from RT_SiteConfig.pm and restarting apache, but
that didn’t seem to
change anything. Before I accidentally break something, can someone
help me out here? All I
want is to have it able to submit tickets using the catch-all email
account we made for it.
Most likely you wrote your RTAddressRegexp wrong and are matching
accounts other than your Correspond and Comment addresses
-kevin
I’m just saying with this configuration, when I go to create a ticket, the
default “requestor” is trouble-ticket@imctv.com but when I hit submit, I get
an error:
trouble-ticket@imctv.com is an address RT receives mail at. Adding it as a
‘Requestor’ would create a mail loopOn Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote:
ok, here’s a smipplet of what I’ve got in RT_SiteConfig
Set($CorrespondAddress , ‘trouble-ticket@imctv.com’);
Set($CommentAddress , ‘rt-comment@imctv.com’);
Set($SMTPFrom , ‘trouble-ticket@imctv.com’);
Set($RTAddressRegexp ,
‘^(trouble-ticket@imctv.com|rt-comment@imctv.com)$’);
I assumed I needed to match trouble-ticket@imctv.com and
rt-comment@imctv.com, did I form the regexp wrong, or am I wrong on this
thinking?
That appears correct. What is the actual From: address you’re
trying to use?
-kevin
On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone < falcone@bestpractical.com>wrote:
On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
I’m a bit confused here… tried reading up on this but… maybe I
just
need a layman’s
[1]mymail@myserver.com is an address RT receives mail at. Adding
it
as a ‘Requestor’ would
create a mail loop
(obviously that’s not the email address… just kinda…
censoring…)
In the past, we’ve always used this email address as the single
address to send out
notifications, etc… and we don’t really get “replies” to tickets
via
email. So now it appears
it wants a different email account, rather than the “catch-all”
one we
made. I tried
uncommenting the line from RT_SiteConfig.pm and restarting apache,
but
that didn’t seem to
change anything. Before I accidentally break something, can
someone
help me out here? All I
want is to have it able to submit tickets using the catch-all
email
account we made for it.
Most likely you wrote your RTAddressRegexp wrong and are matching
accounts other than your Correspond and Comment addresses
-kevin
I’m just saying with this configuration, when I go to create a ticket, the default “requestor”
is [1]trouble-ticket@imctv.com but when I hit submit, I get an error:
[2]trouble-ticket@imctv.com is an address RT receives mail at. Adding it as a ‘Requestor’
would create a mail loop
The default requestor is the email address of the user you are logged
in as.
Trying to create a ticket where the Requestor is the CorrespondAddress
in RT is a recipe for making loops if there are ever any
notifications.
You really don’t want to do that
You could certainly unset a number of things and file off the serial
numbers and RT will let you do this, but I’m not going to recommend
it.
-kevin> On Wed, Dec 1, 2010 at 12:38 PM, Kevin Falcone <[3]falcone@bestpractical.com> wrote:
On Wed, Dec 01, 2010 at 12:26:30PM -0500, Chris Hall wrote:
> ok, here's a smipplet of what I've got in RT_SiteConfig
>
> Set($CorrespondAddress , '[4]trouble-ticket@imctv.com');
> Set($CommentAddress , '[5]rt-comment@imctv.com');
> Set($SMTPFrom , '[6]trouble-ticket@imctv.com');
> Set($RTAddressRegexp ,
> '^(trouble-ticket\@imctv\.com|rt-comment\@imctv\.com)$');
>
> I assumed I needed to match [7]trouble-ticket@imctv.com and
> [8]rt-comment@imctv.com, did I form the regexp wrong, or am I wrong on this
> thinking?
That appears correct. What is the actual From: address you're
trying to use?
-kevin
> On Wed, Dec 1, 2010 at 12:16 PM, Kevin Falcone <[9]falcone@bestpractical.com>wrote:
>
> > On Wed, Dec 01, 2010 at 09:17:35AM -0500, Chris Hall wrote:
> > > I'm a bit confused here.. tried reading up on this but.. maybe I just
> > need a layman's
> > > [1][10]mymail@myserver.com is an address RT receives mail at. Adding it
> > as a 'Requestor' would
> > > create a mail loop
> > > (obviously that's not the email address.. just kinda.. censoring..)
> > > In the past, we've always used this email address as the single
> > address to send out
> > > notifications, etc.. and we don't really get "replies" to tickets via
> > email. So now it appears
> > > it wants a different email account, rather than the "catch-all" one we
> > made. I tried
> > > uncommenting the line from RT_SiteConfig.pm and restarting apache, but
> > that didn't seem to
> > > change anything. Before I accidentally break something, can someone
> > help me out here? All I
> > > want is to have it able to submit tickets using the catch-all email
> > account we made for it.
> >
> > Most likely you wrote your RTAddressRegexp wrong and are matching
> > accounts other than your Correspond and Comment addresses
ok, here’s a smipplet of what I’ve got in RT_SiteConfig
Set($CorrespondAddress , ‘trouble-ticket at imctv.com’);
Set($CommentAddress , ‘rt-comment at imctv.com’);
Set($SMTPFrom , ‘trouble-ticket at imctv.com’);
Set($RTAddressRegexp ,
‘^(trouble-ticket@imctv.com|rt-comment@imctv.com)$’);
I assumed I needed to match trouble-ticket at imctv.com
and rt-comment at imctv.com, did I form the regexp wrong,
or am I wrong on this thinking?
I ran into the same problem today, and found the solution reading the
source code…
RT does indeed check the global CorrespondAddress and CommentAddress,
but also every CorrespondAddress/CommentAddres that might be set in each
queue configuration.
So, basically, if you set an specific CorrespondAddress in one queue,
you won’t be able to use it as a requestor address. Even if it is an old
queue and you disabled it a long time ago (this was the case in my setup).
See the check in lib/RT/EmailParser.pm :
sub IsRTAddress {
[…]
my $queue = RT::Queue->new( RT->SystemUser );
$queue->LoadByCols( CorrespondAddress => $address );
return 1 if $queue->id;
So if you don’t have many queues, try checking each one for a specific
CorrespondAddress/CommentAddress overriding the global configuration.
If you have too many queues, you can make an SQL request, as I did.
Laurent