Can't get mail responses working

RT Users
1

Help!

I have installed RT 1.0.2 on one server for testing purposes. We have
decided that we want to use it, so I’ve now done a complete install on a
production server. As far as I can tell, everything is exactly the same in
the configuration of each RT installation.

However, the production server doesn’t quite work right and I can’t figure
out why. If a message is sent via email to the queue, the sender gets the
autoresponse back quickly. The web interface shows a new ticket and
displays the original message properly. However, the queue members never
get any notification via email.

Furthermore, any responses made to the message via the web interface get
sent to the original requestor, the response gets displayed on the web site,
but none of the queue members get a copy of the message. In all cases when
a help desk person sends a message (via the web or email), the original
requestor is the only person who gets a copy of it.

I’ve tried reconfiguring the queue in many ways. I’ve basically checked
every checkbox there is (and all sorts of other combinations) trying to get
ANY transaction to get emailed to the queue members. I’ve made all queue
members have Admin rights to the entire RT system and set them with Admin
rights for the queue. Nothing is changing the wrong behavior.

I’m testing using the address "support-rt@servlets.net". My aliases file
has this in it:

support-rt: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support correspond"

My Queue name is “Support”.

Any ideas what might be causing this to happen? What other information
should I provide?

What would really help me is to find out if RT has a “debug” mode. Is there
some way to log what it is doing to a log file? Could there be an error
occurring when it tries to send mail to the queue members that is being
recorded somewhere?

Thanks!

Tauren

2

Sorry to bother everyone. I spoke a little prematurely. It turns out that
it had nothing to do with RT and was a mail server configuration issue.
Somehow the mail server was trying to route mail to an IP number that did
not have an active interface running for it. So the mail was being
rejected.

I am still interested in any debug or logging features of RT.

Tauren

3

As far as I know, but I could be wrong, you also should have a /etc/aliases
entry
support-rt-action: |"/home/rt/rt-1.0.2/bin/rt-mailgate Support action"

What may also be a problem, is that your queue is called support-rt , but the
mailgate argument is Support. The uppercase S may screw things up…

I’m not sure about logging, but try entering non-existent email addresses in.
This should generate mailer daemon errors that will which whoever gets the
root mail - at least you’ll know it’s trying to send. (Actually, I think
you’ll have to fake mail from another host, or something.)
Sendmail should log in /var/log, and if you look at your web-server logs, it
may also contain references.

Just guesses, but hey…

-Feargal.

Feargal Reilly,
Systems Administrator,
The CIA.
+353-86-8157621

4

Thanks for the help!

As far as I know, but I could be wrong, you also should have a
/etc/aliases
entry
support-rt-action: |“/home/rt/rt-1.0.2/bin/rt-mailgate Support action”

I actually did have that as well, but it turns out that it was not the
problem. Since it was completely mail server related and not RT related, I
won’t go into details. I made the new RT system go live today, so I now
have these entries:

support: |“/home/rt/rt-1.0.2/bin/stripmime.pl Support correspond”
support-action: |“/home/rt/rt-1.0.2/bin/rt-mailgate Support action”

What exactly is support-action used for? Does the system need it to be
there if you only use the web interface? Is it only used if we want to send
commands to the system via email?

What may also be a problem, is that your queue is called
support-rt , but the
mailgate argument is Support. The uppercase S may screw things up…

The capital “S” doesn’t seem to screw things up. I made it a capital on
purpose because I was trying to get some modifications to work. I still
haven’t found a good solution, so maybe someone else has an idea. Here’s
what I need to do:

I have 3 queues: support@servlets.net, sales@servlets.net,
billing@servlets.net

I’ve named these: Support, Sales, Billing

When any of our engineers responds to a request, we want the from address to
NOT include their personal name and address. The From: header should be one
of these:

Servlets.Net Support <support@servlets.net>
Servlets.Net Sales <sales@servlets.net>
Servlets.Net Billing <billing@servlets.net>

To accomplish this, every queue member has a name of “Servlets.Net” instead
of their real name. I then modified the lib/rt/support/mail.pm file so that
the From: header looks like this:From: $friendly_name $in_queue_id <$temp_mail_alias>

Instead of this:

From: $friendly_name <$temp_mail_alias>

This only sort-of works. It ends up putting the word “Support”, “Sales”, or
“Billing” after the requestor’s name, and the “Request Tracker” name, and so
forth. I’m still working on a solution, but it will probably end up being a
little more complicated than the simple attempt I made above.

Any ideas how to make this work?

Tauren