Could someone help a newb evaluating RT with email setup?

RT Users
1

I’ve got most of a skeletal set up done, I think. I’m using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I’m only intending the web server portion to be available within our local network (so I haven’t enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.

Web configuration went ok, MySQL configuration went ok (I’ve used MySQL before as the backend for another vendor’s ticket system), I just can’t for the life of me figure out how to get RT to talk to our Exchange 2010 server. I’ve got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I’ve added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I’m the only one that can close/modify the tickets once entered. So far so good.

We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I’ve gone through some documentation I’ve found online, but most everything seems to be for older versions of Exchange. I’ve created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin@countrysampler.com), but where on Earth do I set it up so that RT and Exchange are talking?

I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn’t harass you folks. :slight_smile:

Thanks in advance,
John Buell
Systems Administrator
Country Sampler LLC
707 Kautz Road
St. Charles, IL 60174
(630) 762-7806

2

Hi John,

This is how I set it up for our evaluation system.

Setup a new Send Connector so exchange knows the address of your RT
Server

  1. Setup an email contact (Called RT in our case) is pointed at
    rt2@welrt.welnet.co.nz which is an email alias existing on our RT server
    (welrt.welnet.co.nz) pointed at the rt-mailgate.

REGARDS,

AARON
GUISE

aaron@guise.net.nz

I’ve got most of a skeletal set up done, I think. I’m using an old HP
server box with Ubuntu 12.04 installed. Rather than running the rt in
the Ubuntu software repository though, I went ahead and downloaded
4.0.10 myself and installed it and all of the perl modules. I’m only
intending the web server portion to be available within our local
network (so I haven’t enabled SSL), though I did go ahead and make a dns
entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.

Web configuration went ok, MySQL configuration
went ok (I’ve used MySQL before as the backend for another vendor’s
ticket system), I just can’t for the life of me figure out how to get RT
to talk to our Exchange 2010 server. I’ve got the root user enabled (for
the moment), myself set up within RT as a privileged user, and all of my
employees (38) entered. I have 14 departments set up, so that I can
track who has the most problems. I’ve added eight ticket queues
(hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I’m the only one that can close/modify the
tickets once entered. So far so good.

We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I’ve gone through some documentation
I’ve found online, but most everything seems to be for older versions of
Exchange. I’ve created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?

I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn’t harass
you folks. :slight_smile:

Thanks in advance,
John Buell
Systems
Administrator
Country Sampler LLC
707 Kautz Road
St. Charles, IL
60174

3

I have put some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[1]

REGARDS,

AARON GUISE

aaron@guise.net.nz

I’ve got most of a skeletal set up done, I
think. I’m using an old HP server box with Ubuntu 12.04 installed.
Rather than running the rt in the Ubuntu software repository though, I
went ahead and downloaded 4.0.10 myself and installed it and all of the
perl modules. I’m only intending the web server portion to be available
within our local network (so I haven’t enabled SSL), though I did go
ahead and make a dns entry for rt.countrysampler.com so that it resolves
to the correct internal IP address.

Web configuration went ok,
MySQL configuration went ok (I’ve used MySQL before as the backend for
another vendor’s ticket system), I just can’t for the life of me figure
out how to get RT to talk to our Exchange 2010 server. I’ve got the root
user enabled (for the moment), myself set up within RT as a privileged
user, and all of my employees (38) entered. I have 14 departments set
up, so that I can track who has the most problems. I’ve added eight
ticket queues (hardware, software, phones, etc) and have been setting up
the appropriate permissions so that people can sign in and create
tickets. As the lone privileged user, I’m the only one that can
close/modify the tickets once entered. So far so good.

We have an
Exchange 2010 server running on a virtual machine (Hyper-V) that would
be able to listen for and respond to email. I’ve gone through some
documentation I’ve found online, but most everything seems to be for
older versions of Exchange. I’ve created a dedicated user account to be
the sender/reply-to for all messages generated through RT
(stcadmin@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?

I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn’t harass
you folks. :slight_smile:

Thanks in advance,
John Buell
Systems
Administrator
Country Sampler LLC
707 Kautz Road
St. Charles, IL
60174
(630) 762-7806

Links:
[1]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT

4

Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908

If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Monday, February 18, 2013 9:05 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT

Regards,

Aaron Guise

[http://www.guise.net.nz/images/signatures/email.gif]aaron@guise.net.nzmailto:aaron@guise.net.nz

[http://www.guise.net.nz/images/signatures/VMW-LGO-CERTIFIED-PRO-5-K.png] [http://www.guise.net.nz/images/signatures/itil_logo.gif] [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg] [http://www.guise.net.nz/images/signatures/ubuntu.png]

5

Hi John,

What mail system have you got on the RT box? Myself I use
postfix as my preferred solution.

Also when sending an email to any of
the contacts you created do you get a bounce at all? That information
would be useful in solving this.

REGARDS,

AARON GUISE

aaron@guise.net.nz

Thanks
Aaron, this was a huge step forward for me! I’ve got regular aliases for
correspond and comment aliases for comments on my RT box, a connector on
Exchange, contacts on Exchange, but I’m still not getting email. I’m not
sure what to look at, but if anyone has time to look at a few
screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [1]

If, on the other hand, you need more information about my network
setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I’m really liking this
product and our managers seem pleased with it too.

FROM:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
SENT: Monday, February 18, 2013 9:05 PM
TO:
rt-users@lists.bestpractical.com
SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup?

I have put some
further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2]

REGARDS,

AARON GUISE

AARON@GUISE.NET.NZ

I’ve got most of a
skeletal set up done, I think. I’m using an old HP server box with
Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu
software repository though, I went ahead and downloaded 4.0.10 myself
and installed it and all of the perl modules. I’m only intending the web
server portion to be available within our local network (so I haven’t
enabled SSL), though I did go ahead and make a dns entry for
rt.countrysampler.com so that it resolves to the correct internal IP
address.

Web configuration went ok, MySQL configuration went ok
(I’ve used MySQL before as the backend for another vendor’s ticket
system), I just can’t for the life of me figure out how to get RT to
talk to our Exchange 2010 server. I’ve got the root user enabled (for
the moment), myself set up within RT as a privileged user, and all of my
employees (38) entered. I have 14 departments set up, so that I can
track who has the most problems. I’ve added eight ticket queues
(hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I’m the only one that can close/modify the
tickets once entered. So far so good.

We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I’ve gone through some documentation
I’ve found online, but most everything seems to be for older versions of
Exchange. I’ve created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?

I realize these sorts of things must
have been asked a million times before, and for that I apologize, but if
I could find a couple quick config files or something, I wouldn’t harass
you folks. :slight_smile:

Thanks in advance,

John Buell

Systems
Administrator

Country Sampler LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806

Links:
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT

6

Oddly enough, I’m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcadmin@countrysampler.commailto:stcadmin@countrysampler.com) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt@localhost worked just fine.

The system was using exim, I’m changing it to postfix.

I finally got this from Outlook:
Delivery has failed to these recipients or groups:

Request Tracker (rt@rt.countrysampler.com)mailto:rt@rt.countrysampler.com
Your message wasn’t delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.

The following organization rejected your message: csmaghpserver.

Diagnostic information for administrators:

Generating server: CSMAGEX1.us.ecc.ads

rt@rt.countrysampler.commailto:rt@rt.countrysampler.com
csmaghpserver #554 5.7.1 <rt@rt.countrysampler.commailto:rt@rt.countrysampler.com>: Relay access denied ##

Original message headers:

Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600
Content-Type: multipart/mixed;
boundary="000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad"From: John Buell <jbuell@countrysampler.commailto:jbuell@countrysampler.com>
To: Request Tracker <rt@rt.countrysampler.commailto:rt@rt.countrysampler.com>
Subject: Test
Thread-Topic: Test
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
Date: Tue, 19 Feb 2013 18:02:16 +0000
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.adsmailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.ads>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-TNEF-Correlator: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.adsmailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.ads>
x-originating-ip: [10.1.15.145]
MIME-Version: 1.0

So I changed the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’

From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 2:13 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

Hi John,

What mail system have you got on the RT box? Myself I use postfix as my preferred solution.

Also when sending an email to any of the contacts you created do you get a bounce at all? That information would be useful in solving this.

Regards,

Aaron Guise

[Image removed by sender.]aaron@guise.net.nzmailto:aaron@guise.net.nz

[Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.]

7

ahhh, check /etc/mailname

I know postfix uses that to determine
whether it will accept mail for that domain. Exim is no doubt similar :slight_smile:

You should change that file to read rt.countrysampler.com

REGARDS,

AARON GUISE

aaron@guise.net.nz

Oddly enough, I’m not getting any bounced
messages, whether to the local root account, the account as defined in
rt (stcadmin@countrysampler.com) or to my account (this one) when I
enter/change tickets. However, using my local admin account (buelljd) on
the Ubuntu box and mailing rt@localhost worked just fine.

The
system was using exim, I’m changing it to postfix.

I finally got
this from Outlook:

DELIVERY HAS FAILED TO THESE RECIPIENTS OR
GROUPS:

Request Tracker (rt@rt.countrysampler.com)
Your message
wasn’t delivered due to a permission or security issue. It may have been
rejected by a moderator, the address may only accept e-mail from certain
senders, or another restriction may be preventing delivery.

The
following organization rejected your message: csmaghpserver.

DIAGNOSTIC INFORMATION FOR ADMINISTRATORS:

Generating server:
CSMAGEX1.us.ecc.ads

rt@rt.countrysampler.com
csmaghpserver #554
5.7.1 rt@rt.countrysampler.com: Relay access denied ##

Original
message headers:

Received: from CSMAGEX1.us.ecc.ads ([::1]) by
CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000; Tue, 19 Feb
2013 12:02:17 -0600
Content-Type: multipart/mixed;

boundary=“000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad”

To: Request Tracker
rt@rt.countrysampler.com
Subject: Test
Thread-Topic: Test

Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==

Date: Tue, 19 Feb 2013
18:02:16 +0000
Message-ID:
F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.ads

Accept-Language: en-US

Content-Language: en-US
X-MS-Has-Attach:

X-MS-TNEF-Correlator:
F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.ads

x-originating-ip: [10.1.15.145]

MIME-Version: 1.0

So I changed
the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’

FROM:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
SENT: Tuesday, February 19, 2013 2:13 PM
TO:
rt-users@lists.bestpractical.com
SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup?

Hi John,

What
mail system have you got on the RT box? Myself I use postfix as my
preferred solution.

Also when sending an email to any of the
contacts you created do you get a bounce at all? That information would
be useful in solving this.

REGARDS,

AARON GUISE

AARON@GUISE.NET.NZ

Thanks Aaron, this was a huge step forward for me! I’ve got regular
aliases for correspond and comment aliases for comments on my RT box, a
connector on Exchange, contacts on Exchange, but I’m still not getting
email. I’m not sure what to look at, but if anyone has time to look at a
few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[1]

If, on the other hand, you need more information about my
network setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I’m really liking this
product and our managers seem pleased with it too.

FROM:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
SENT: Monday, February 18, 2013 9:05 PM
TO:
rt-users@lists.bestpractical.com
SUBJECT: Re: [rt-users] Could
someone help a newb evaluating RT with email setup?

I have put
some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2]

REGARDS,

AARON GUISE

AARON@GUISE.NET.NZ

I’ve got most of a skeletal set up done, I think. I’m using an
old HP server box with Ubuntu 12.04 installed. Rather than running the
rt in the Ubuntu software repository though, I went ahead and downloaded
4.0.10 myself and installed it and all of the perl modules. I’m only
intending the web server portion to be available within our local
network (so I haven’t enabled SSL), though I did go ahead and make a dns
entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.

Web configuration went ok, MySQL
configuration went ok (I’ve used MySQL before as the backend for another
vendor’s ticket system), I just can’t for the life of me figure out how
to get RT to talk to our Exchange 2010 server. I’ve got the root user
enabled (for the moment), myself set up within RT as a privileged user,
and all of my employees (38) entered. I have 14 departments set up, so
that I can track who has the most problems. I’ve added eight ticket
queues (hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I’m the only one that can close/modify the
tickets once entered. So far so good.

We have an Exchange 2010
server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I’ve gone through some documentation
I’ve found online, but most everything seems to be for older versions of
Exchange. I’ve created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?

I realize these sorts of things
must have been asked a million times before, and for that I apologize,
but if I could find a couple quick config files or something, I wouldn’t
harass you folks. :slight_smile:

Thanks in advance,

John Buell

Systems Administrator

Country Sampler LLC

707
Kautz Road

St. Charles, IL 60174

(630) 762-7806

Links:
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT

8

Changed /etc/mailname and /etc/hostname and then….

Yes, postfix seems to be part of the problem – it was rejecting the messages relayed to rt@rt.countrysampler.commailto:rt@rt.countrysampler.com but has quit doing that after I changed main.cf. So this is progress! I’ve got tickets, I can send email to create new tickets, but I’m not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow?

Thanks for all the help Aaron!From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 3:37 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

ahhh, check /etc/mailname

I know postfix uses that to determine whether it will accept mail for that domain. Exim is no doubt similar :slight_smile:

You should change that file to read rt.countrysampler.commailto:rt@rt.countrysampler.com

Regards,

Aaron Guise

[Image removed by sender.]aaron@guise.net.nzmailto:aaron@guise.net.nz

[Image removed by sender.] [Image removed by sender.] [Image removed by sender.] [Image removed by sender.]

9

So what I think you need now is a smarthost to relay the mail back,
we use this method in our setup. This is simple by adding a line to the
postfix main.cf.

relayhost = {exchangeserver}.{domain.com}:25

Replacing {exchangeserver} and {domain.com} with their correct values.
Restart Postfix and give it another try :slight_smile:

REGARDS,

AARON GUISE

aaron@guise.net.nz

Changed
/etc/mailname and /etc/hostname and then….

Yes, postfix seems to
be part of the problem - it was rejecting the messages relayed to
rt@rt.countrysampler.com but has quit doing that after I changed
main.cf. So this is progress! I’ve got tickets, I can send email to
create new tickets, but I’m not getting replies to go anywhere when
ownership of a ticket is changed or a ticket is marked resolved. Is
there a procedure of going through the Scrips that I missed somehow?

Thanks for all the help Aaron!

FROM:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
SENT: Tuesday, February 19, 2013 3:37 PM
TO:
rt-users@lists.bestpractical.com
SUBJECT: Re: [rt-users] Could someone
help a newb evaluating RT with email setup?

ahhh, check
/etc/mailname

I know postfix uses that to determine whether it
will accept mail for that domain. Exim is no doubt similar :slight_smile:

You
should change that file to read rt.countrysampler.com

REGARDS,

AARON GUISE

AARON@GUISE.NET.NZ

Oddly enough, I’m not getting any
bounced messages, whether to the local root account, the account as
defined in rt (stcadmin@countrysampler.com) or to my account (this one)
when I enter/change tickets. However, using my local admin account
(buelljd) on the Ubuntu box and mailing rt@localhost worked just fine.

The system was using exim, I’m changing it to postfix.

I
finally got this from Outlook:

DELIVERY HAS FAILED TO THESE
RECIPIENTS OR GROUPS:

Request Tracker
(rt@rt.countrysampler.com)
Your message wasn’t delivered due to a
permission or security issue. It may have been rejected by a moderator,
the address may only accept e-mail from certain senders, or another
restriction may be preventing delivery.

The following
organization rejected your message: csmaghpserver.

DIAGNOSTIC
INFORMATION FOR ADMINISTRATORS:

Generating server:
CSMAGEX1.us.ecc.ads

rt@rt.countrysampler.com
csmaghpserver
#554 5.7.1 rt@rt.countrysampler.com: Relay access denied ##

Original message headers:

Received: from CSMAGEX1.us.ecc.ads
([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000;
Tue, 19 Feb 2013 12:02:17 -0600
Content-Type: multipart/mixed;

boundary=“000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad”

To: Request Tracker
rt@rt.countrysampler.com
Subject: Test
Thread-Topic: Test

Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==

Date: Tue, 19 Feb 2013
18:02:16 +0000
Message-ID:
F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.ads

Accept-Language: en-US

Content-Language: en-US
X-MS-Has-Attach:

X-MS-TNEF-Correlator:
F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F@CSMAGEX1.us.ecc.ads

x-originating-ip: [10.1.15.145]

MIME-Version: 1.0

So I changed
the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’

FROM:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
SENT: Tuesday, February 19, 2013 2:13 PM
TO:
rt-users@lists.bestpractical.com
SUBJECT: Re: [rt-users] Could
someone help a newb evaluating RT with email setup?

Hi John,

What mail system have you got on the RT box? Myself I use postfix as
my preferred solution.

Also when sending an email to any of the
contacts you created do you get a bounce at all? That information would
be useful in solving this.

REGARDS,

AARON
GUISE

AARON@GUISE.NET.NZ

Thanks Aaron, this was a huge step forward for me!
I’ve got regular aliases for correspond and comment aliases for comments
on my RT box, a connector on Exchange, contacts on Exchange, but I’m
still not getting email. I’m not sure what to look at, but if anyone has
time to look at a few screenshots, I posted a new gallery on a personal
site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908 [1]

If, on the other hand, you need more information about my
network setup (since rt.countrysampler.com is only available within our
firewall), please let me know that too. So far I’m really liking this
product and our managers seem pleased with it too.

FROM:
rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] ON BEHALF OF Aaron
Guise
SENT: Monday, February 18, 2013 9:05 PM
TO:
rt-users@lists.bestpractical.com
SUBJECT: Re: [rt-users] Could
someone help a newb evaluating RT with email setup?

I have put
some further detail on the Request Tracker wiki @
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT
[2]

REGARDS,

AARON GUISE

AARON@GUISE.NET.NZ

I’ve got most of a skeletal set up done, I think. I’m using
an old HP server box with Ubuntu 12.04 installed. Rather than running
the rt in the Ubuntu software repository though, I went ahead and
downloaded 4.0.10 myself and installed it and all of the perl modules.
I’m only intending the web server portion to be available within our
local network (so I haven’t enabled SSL), though I did go ahead and make
a dns entry for rt.countrysampler.com so that it resolves to the correct
internal IP address.

Web configuration went ok, MySQL
configuration went ok (I’ve used MySQL before as the backend for another
vendor’s ticket system), I just can’t for the life of me figure out how
to get RT to talk to our Exchange 2010 server. I’ve got the root user
enabled (for the moment), myself set up within RT as a privileged user,
and all of my employees (38) entered. I have 14 departments set up, so
that I can track who has the most problems. I’ve added eight ticket
queues (hardware, software, phones, etc) and have been setting up the
appropriate permissions so that people can sign in and create tickets.
As the lone privileged user, I’m the only one that can close/modify the
tickets once entered. So far so good.

We have an Exchange
2010 server running on a virtual machine (Hyper-V) that would be able to
listen for and respond to email. I’ve gone through some documentation
I’ve found online, but most everything seems to be for older versions of
Exchange. I’ve created a dedicated user account to be the
sender/reply-to for all messages generated through RT
(stcadmin@countrysampler.com), but where on Earth do I set it up so that
RT and Exchange are talking?

I realize these sorts of things
must have been asked a million times before, and for that I apologize,
but if I could find a couple quick config files or something, I wouldn’t
harass you folks. :slight_smile:

Thanks in advance,

John
Buell

Systems Administrator

Country Sampler
LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806

Links:
[1]
http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908
[2]
http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT

10

My last reply didn’t go to the list, sorry about that. But Aaron hit the nail right on the head. It’s been a while since I’ve been administrator of a postfix box, but it’s coming back to me in floods. :relaxed:From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 4:23 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

So what I think you need now is a smarthost to relay the mail back, we use this method in our setup. This is simple by adding a line to the postfix main.cf.

relayhost = {exchangeserver}.{domain.com}:25

Replacing {exchangeserver} and {domain.com} with their correct values. Restart Postfix and give it another try :slight_smile:

Regards,

Aaron Guise

[http://www.guise.net.nz/images/signatures/email.gif]aaron@guise.net.nzmailto:aaron@guise.net.nz

[http://www.guise.net.nz/images/signatures/VMW-LGO-CERTIFIED-PRO-5-K.png] [http://www.guise.net.nz/images/signatures/itil_logo.gif] [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg] [http://www.guise.net.nz/images/signatures/ubuntu.png]

11

Hi

I’m using a similar setup here, and find that it works very well. My
configuration is:

  • Addresses are aliases on top-level domain that redirect to same
    address name on subdomain
  • Subdomain is defined in DNS with a single MX record pointing to the
    subdomain name, which has an A record pointing to the RT host
  • Postfix configured to use a smarthost with SMTP+TLS and authentication
    for outbound mail

The aliases rewrite the destination addresses so I don’t have to play
games with telling Postfix that it handles mail for the top level domain
by putting it in mydestination. Nor did I have to change postfix’s
origin; you can set the email sender address in RT, so it’s quite fine
for postfix to announce its self as the subdomain while delivering mail
with “From:” headers of the main domain. The user never sees the
subdomain addresses in email.

All I had to do was add:

relayhost = [my.smtp.smarthost]:587
smtp_sasl_auth_enable = yes
smtp_sasl_password_maps = hash:/etc/postfix/maps/relay_password
smtp_sasl_security_options =

to main.cf, create /etc/postfix/maps/relay_password as:

my.smtp.smarthost smtp-username:smtp-password

and postmap it. Then for each of my queues I just entered the top-level
domain aliases for the correspond and comment addresses, so RT would use
these correctly in outbound mail.

Hope this is useful.

Craig Ringer

12

Interesting. I just did a single A record locally for the rt host, didn’t change or set a new mx record at all, and I’ve just let postfix and Exchange 2010 sort it out. Step by step, the instructions that Aaron set up on the Wiki worked perfectly for Exchange 2010 as well. I think it was just my lack of not having used postfix in a while that got me. :)-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Craig Ringer
Sent: Tuesday, February 19, 2013 4:52 PM
To: Aaron Guise
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

Hi

I’m using a similar setup here, and find that it works very well. My configuration is:

  • Addresses are aliases on top-level domain that redirect to same address name on subdomain
  • Subdomain is defined in DNS with a single MX record pointing to the subdomain name, which has an A record pointing to the RT host
  • Postfix configured to use a smarthost with SMTP+TLS and authentication for outbound mail

The aliases rewrite the destination addresses so I don’t have to play games with telling Postfix that it handles mail for the top level domain by putting it in mydestination. Nor did I have to change postfix’s origin; you can set the email sender address in RT, so it’s quite fine for postfix to announce its self as the subdomain while delivering mail with “From:” headers of the main domain. The user never sees the subdomain addresses in email.

All I had to do was add:

relayhost = [my.smtp.smarthost]:587
smtp_sasl_auth_enable = yes
smtp_sasl_password_maps = hash:/etc/postfix/maps/relay_password
smtp_sasl_security_options =

to main.cf, create /etc/postfix/maps/relay_password as:

my.smtp.smarthost smtp-username:smtp-password

and postmap it. Then for each of my queues I just entered the top-level domain aliases for the correspond and comment addresses, so RT would use these correctly in outbound mail.

Hope this is useful.

Craig Ringer

RT training in Amsterdam, March 20-21: http://bestpractical.com/services/training.html

Help improve RT by taking our user survey: https://www.surveymonkey.com/s/N23JW9T

13

We use Exchange 2007 <-> RT, setup should be the same in 2010.

  • We’re using exim because it can be configured to accept emails on a
    per queue basis. Exim config looks like:

router/310_rt
request_tracker3:
debug_print = “R: request_tracker3 for
$local_part$local_part_suffix@$domain
(calling ${substr_1:${if eq{$local_part_suffix}{}
{-correspond}
{$local_part_suffix}}})”
driver = redirect
domains = +rt3_domains
local_parts = mysql; QUEUENAME_QUERY
local_part_suffix = -comment
local_part_suffix_optional
pipe_transport = request_tracker3_pipe
data = “|/usr/bin/rt-mailgate
–queue "${lookup mysql{QUEUENAME_QUERY}}"
–action ${substr_1:${if eq{$local_part_suffix}{}
{-correspond}
{$local_part_suffix}}}
–url RT3_URL”
user = www-data

transport/30-rt:
request_tracker3_pipe:
debug_print = “T: request_tracker3_pipe for $local_part@$domain”
driver = pipe
return_fail_output
allow_commands = /usr/bin/rt-mailgate

main/10_rt
QUEUENAME_QUERY =
SELECT Name FROM Queues WHERE
CorrespondAddress =
‘${quote_mysql:$local_part}@${quote_mysql:$domain}’
AND Disabled = ‘0’

hide mysql_servers = {mysqlserver}/{rtdb}/{rtuser}/{rtpass}

domainlist rt3_domains = myrtserver.mydomain.com: mydomain.com :
helpdesk.mydomain.com : otherdomainhandledbyrt.com

RT3_URL = https://myrt.mydomain.com/

(we’re using RT3.8 series still, hopefully someone can fill in if this
setup still works in RT4)

  • In Exchange you configure a contact as
    “myrtqueue@myrthost.mydomain.com”. So if someone then emails
    “myrtqueue@mydomain.com” it will be correctly forwarded to the RT
    host. Exim will then pick it up, and inject it into the correct queue
    via rt-mailgate.
  • You should configure the default email address in Exchange to be
    “myrtqueue@mydomain.com” and not “myrtqueue@myrthost.mydomain.com”
  • You obviously need to create the queue in RT, and configure the
    email addresses for the queue to match those specified in Exchange
  • You need to allow inbound SMTP to your RT host from Exchange and
    allow RT to use Exchange as a smarthost out

Let me know how you go,

Regards,

Chris