Adding support@ emails to queue

RT Users
1

Hi,

We have a system which was set up by another admin to create new tickets
when an email is received at support@example.com.

A ticket is then created in a default queue.

However, replies to emails with the ticket number do not get added to
the ticket.

The system has been set up to use fetchmail polling the server.

Since we use Postfix and the system is a default Debian set up what
would be the best way to implement tickets being automatically generated
and replies being added to the ticket.

It looks to me from the docs that aliasing should be able to do the
trick - but I’m wondering why the admin decided to use fetchmail. Also,
I believe procmail is a possible way to do this.

Any pointers gratefully received,

Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com http://www.freewayprojects.com/
Email: kbailey@freewayprojects.com mailto:kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

2

Need to give more info Kevin,

where are the replies going to?
what is setup in RT for the reply email address?
how are the end users even getting the proper ticket number? are they putting it in the subject line correctly? (e.g. [your.rt.name #ticketnumber] )

If it is setup to fetch the emails, it’s simple configuration to get the replies to work. I’d suggest the RT Essentials book from O’Reilly, it walks through how to do this.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

Kevin Bailey kbailey@freewayprojects.com 13/10/2009 7:02 am >>>
Hi,

We have a system which was set up by another admin to create new tickets when an email is received at support@example.com.

A ticket is then created in a default queue.

However, replies to emails with the ticket number do not get added to the ticket.

The system has been set up to use fetchmail polling the server.

Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket.

It looks to me from the docs that aliasing should be able to do the trick - but I’m wondering why the admin decided to use fetchmail. Also, I believe procmail is a possible way to do this.

Any pointers gratefully received,

Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com ( http://www.freewayprojects.com/ )
Email: kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

3

Thanks Mike.

I’ve got the O’Reilly book already - but the mailgate set up is about
one page!

As it is I figured that the fetchmail process was pulling out mail from
the support account and processing them. It looks like the other guy
set it up that way because the RT web site is served up over https.

Now when I’ve tried to use aliasing to sort this I’m getting
inconsistent results - it’s even resulted in a reply of ‘Permission denied’.

This is coming up even if I’m using http or https.

Maybe its the testing - will check out more and post later.

Kev

Mike Johnson wrote:

Need to give more info Kevin,

where are the replies going to?
what is setup in RT for the reply email address?
how are the end users even getting the proper ticket number? are they
putting it in the subject line correctly? (e.g. [your.rt.name
#ticketnumber] )

If it is setup to fetch the emails, it’s simple configuration to get
the replies to work. I’d suggest the RT Essentials book from
O’Reilly, it walks through how to do this.

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca mailto:mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
mailto:nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat
holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

Kevin Bailey kbailey@freewayprojects.com 13/10/2009 7:02 am >>>
Hi,

We have a system which was set up by another admin to create new
tickets when an email is received at support@example.com.

A ticket is then created in a default queue.

However, replies to emails with the ticket number do not get added to
the ticket.

The system has been set up to use fetchmail polling the server.

Since we use Postfix and the system is a default Debian set up what
would be the best way to implement tickets being automatically
generated and replies being added to the ticket.

It looks to me from the docs that aliasing should be able to do the
trick - but I’m wondering why the admin decided to use fetchmail.
Also, I believe procmail is a possible way to do this.

Any pointers gratefully received,

–
Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com http://www.freewayprojects.com/
Email: kbailey@freewayprojects.com mailto:kbailey@freewayprojects.com
Phone: +44 (0)1752 267090

Kevin Bailey
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com http://www.freewayprojects.com/
Email: kbailey@freewayprojects.com mailto:kbailey@freewayprojects.com
Phone: +44 (0)1752 267090