Change RT email address

RT Users
1

Good day to all:

I am in the need to change the email address which RT works with. The email
which receives and send the email. Can some one provide information on how
to do so?

RT 4.0.7 on Debian.

Richard Pacheco

2

Hi Richard,

What email adress would you like to change ? Is it the one used by a
queue when commenting or responding to a ticket or the one used by RT
system ?

For the first part of my answer, check out in the queue configuration
directly in the WebUI, for the second part, check out the
RT_SiteConfig.pm file and the Set($SendmailArguments and the
Set($FriendlyToLineFormat, lines.

Hope it helps,

Regards

Loic Cadoret
IT Technician
KeyyoLe 14/05/2015 18:39, ripache@gmail.com a écrit :

Good day to all:

I am in the need to change the email address which RT works with. The
email which receives and send the email. Can some one provide
information on how to do so?

RT 4.0.7 on Debian.

–
Richard Pacheco

3

There is a regular expression in RT_Config.pm. Look for it, read the directions, and then make any needed adjustments in RT_SiteConfig.pm (not RT_Config.pm.) Make sure that it matches the new email address and the old one. It’s important that it handle both, so that you can account for both existing and new tickets.

Also, make sure that the old address forwards messages to the new one. Otherwise, when end users reply to an old ticket via email, it won’t get processed properly.

I’ve done this twice since I started using RT back in 2001. RT can definitely handle it if you have a decent email server that can handle forwarding, etc.

Jaime
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4

Yes RT_SiteConfig.pm sorry, it was what wanted to say :wink:

Loic Cadoret
IT Technician
Keyyo

Le 18/05/2015 13:04, Jaime Kikpole a �crit :

5

Yes RT_SiteConfig.pm sorry, it was what wanted to say :wink:

It IS what you said. Its just that what I wrote refers to both files,
so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs.
use as reference (RT_Config.pm). Sorry about any confusion I may have
caused.

Jaime Kikpole
Network Administrator
Cairo-Durham Central School District

Technical Support:
help@cairodurham.org
go.cairodurham.org/techtips

This electronic message and any attachment(s) may contain confidential or
legally privileged information protected by law from further disclosure and
is intended only for the individual or entity identified above as the
addressee. If you are not the addressee (or the employee or agency
responsible to deliver it to the addressee), or if this message has been
addressed to you in error, you are hereby notified that you may not copy,
forward, disclose or use any part of this message or any attachment(s).
Please notify the sender immediately by return email or telephone and
permanently delete this message and attachment(s) from your system.

6

Well by reading again the thread, I realize that i’ve misunderstood your
answer, my appologies for that, english is not my native language, there
is no confusion, thanks for the advice, it is helpfull.

Regards,

Loic Cadoret
IT Technician
Keyyo

Le 18/05/2015 17:09, Jaime Kikpole a �crit :> On Mon, May 18, 2015 at 7:15 AM, Lo�c Cadoret lcadoret@keyyo.com wrote:

Yes RT_SiteConfig.pm sorry, it was what wanted to say :wink:
It IS what you said. Its just that what I wrote refers to both files,
so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs.
use as reference (RT_Config.pm). Sorry about any confusion I may have
caused.

7

I tried adding the following with no luck to the RT_SiteConfig.pm

Set($RTAddressRegexp , ‘richard@newemail.com)$’);
Set($SendmailArguments, “-oi -t -f richard@newemail.com”);

Obviously I am doing something wrong.

Perhaps I did not explain the issue well:

Just for explaining: richard@oldemail.com is a Team inbox.
richard@newemail.com is a Distribution list.
Originally we wanted to use the Team Inbox address, anything created via
email, the Inbox will receive a copy. We noticed that the emails are not
getting send to our Inbox. When trying to add the Inbox as AdminCC in
Watchers, we received the mail loop error. So we need to change the RT
Internal address to richard@newemail.com so we can use richard@oldemail.com
as AdminCC.

The RT Internal email address is configured with richard@oldemail.com. I
cannot use the richard@oldemail.com anymore. I need to change it to
richard@newemail.com.

I have verified that all references to richard@oldemail.com has been
updated etc, but i still receive an error of a mail loop (when testing
richard@oldemail.com) as AdminCC.

Thanks in advanced.

RichardOn Tue, May 26, 2015 at 7:01 PM, ripache@gmail.com wrote:

Hi everyone:
sorry for the late reply.

The email I need to change is the email rt works with. For example I want
to use Richard@test.com as Admin cc, it states it will create a mail
loop. There is no other user, with that email.
I have tried changing the RT_SiteConfig.pm, searching the database, etc.
No luck
Thanks in advanced.

On Tue, May 19, 2015 at 7:59 AM, Loïc Cadoret lcadoret@keyyo.com wrote:

Well by reading again the thread, I realize that i’ve misunderstood your
answer, my appologies for that, english is not my native language, there is
no confusion, thanks for the advice, it is helpfull.

Regards,

Loic Cadoret
IT Technician
Keyyo

Le 18/05/2015 17:09, Jaime Kikpole a écrit :

On Mon, May 18, 2015 at 7:15 AM, Loïc Cadoret lcadoret@keyyo.com wrote:

Yes RT_SiteConfig.pm sorry, it was what wanted to say :wink:

It IS what you said. Its just that what I wrote refers to both files,
so I wanted to be clear about which one to edit (RT_SiteConfig.pm) vs.
use as reference (RT_Config.pm). Sorry about any confusion I may have
caused.

–
Richard Pacheco

Richard Pacheco

8

Well, I think what you wanted to do was feasible by creating a RT user
with the Team inbox or the mailing list address as the contact address
of the user. Next, you add the user as an AdminCc of the wanted queue.
By default Rt has global scrips that send email to AdminCc users when an
action is done on a queue (create, comment, answer, move, close a ticket).

Be sure to use a different address or domain name for RT’s
administrative adresses (addresses used by the queues, or else) and set
the regexp accordingly.

I don’t if that I said was clear enough,

Regards

Loic Cadoret
IT Technician
KeyyoLe 27/05/2015 15:51, ripache@gmail.com a écrit :

I tried adding the following with no luck to the RT_SiteConfig.pm

Set($RTAddressRegexp , ‘richard@newemail.com)$’);
Set($SendmailArguments, “-oi -t -f richard@newemail.com
mailto:richard@newemail.com”);

Obviously I am doing something wrong.

Perhaps I did not explain the issue well:

Just for explaining: richard@oldemail.com
mailto:richard@oldemail.com is a Team inbox. richard@newemail.com
mailto:richard@newemail.com is a Distribution list.
Originally we wanted to use the Team Inbox address, anything created
via email, the Inbox will receive a copy. We noticed that the emails
are not getting send to our Inbox. When trying to add the Inbox as
AdminCC in Watchers, we received the mail loop error. So we need to
change the RT Internal address to richard@newemail.com
mailto:richard@newemail.com so we can use richard@oldemail.com
mailto:richard@oldemail.com as AdminCC.

The RT Internal email address is configured with richard@oldemail.com
mailto:richard@oldemail.com. I cannot use the richard@oldemail.com
mailto:richard@oldemail.com anymore. I need to change it to
richard@newemail.com mailto:richard@newemail.com.

I have verified that all references to richard@oldemail.com
mailto:richard@oldemail.com has been updated etc, but i still
receive an error of a mail loop (when testing richard@oldemail.com
mailto:richard@oldemail.com) as AdminCC.

Thanks in advanced.

Richard

On Tue, May 26, 2015 at 7:01 PM, <ripache@gmail.com mailto:ripache@gmail.com> wrote:

Hi everyone:
sorry for the late reply.

The email I need to change is the email rt works with. For example
I want to use Richard@test.com <mailto:Richard@test.com> as Admin
cc, it states it will create a mail loop. There is no other user,
with that email.
I have tried changing the RT_SiteConfig.pm, searching the
database, etc. No luck
Thanks in advanced.

On Tue, May 19, 2015 at 7:59 AM, Loïc Cadoret <lcadoret@keyyo.com <mailto:lcadoret@keyyo.com>> wrote:

    Well by reading again the thread, I realize that i've
    misunderstood your answer, my appologies for that, english is
    not my native language, there is no confusion, thanks for the
    advice, it is helpfull.

    Regards,

    Loic Cadoret
    IT Technician
    Keyyo

    Le 18/05/2015 17:09, Jaime Kikpole a écrit :

        On Mon, May 18, 2015 at 7:15 AM, Loïc Cadoret <lcadoret@keyyo.com <mailto:lcadoret@keyyo.com>> wrote:

            Yes RT_SiteConfig.pm sorry, it was what wanted to say ;)

        It IS what you said.  Its just that what I wrote refers to
        both files,
        so I wanted to be clear about which one to edit
        (RT_SiteConfig.pm) vs.
        use as reference (RT_Config.pm).  Sorry about any
        confusion I may have
        caused.






-- 
Richard Pacheco

–
Richard Pacheco