E-mails not updating History?

RT Users
1

Finishing up my virgin RT install today,
spent yesterday configuring fetchmail
and exchange to play nice… However I’m
running into a strange issue that I’m hoping
you gentleman can help me out with.

When a user opens a ticket and comments on it,
emails are sent. When another user uses the web-ui
to make a comment, emails are sent and the comment
shows up in the ticket history. However, if a user reply’s
to a ticket email, the comment is received via email to
all the users requested, however the comment history
is never updated in the ticket itself, it seems to disappear
off into the void?

Best guess I have is that it has something to do with fetchmail
not dropping it into an appropriate queue, so I’m attatching
my fetchmailrc below and the results of a manual fetchmail run.
fetchmail run w/ 2 fake messages:

fetchmail -f /etc/rt3/fetchmailrc

fetchmail: No mail for rt at hpd-exc1
2 messages for rt-comment at hpd-exc1 (3886 octets).
reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed
reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed
fetchmailrc:
poll hpd-exc1
proto pop3:
auth password
username “rt”
password “"
mda “/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T
–action correspond”
username “rt-comment”
password "*”
mda “/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T
–action comment”

nokeep
ssl
sslfingerprint “E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E”
Any thoughts or suggestions would be most appreciated gentlemen.
Thanks again,
-m

             Mario DiNatale
   Information Technology Manager

2900 Dixwell Avenue Tel: 203-407-3187
Hamden, CT 06518 Fax: 203-230-4097
www.hamden.com

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2

Sorry to bother you guys again, but it actually
Appears that this issue is simpler than it initially appeared!
The messages ARE making into the comment history, however
Neither the poster nor the responder can see it, however
When logged in as root, I can see the full history of the messages…
Does anyone know how I would go about fixing it so that everyone
Involved in a ticket can see the full comment history?
-mFrom: Mario DiNatale
Sent: Wednesday, August 01, 2012 12:23 PM
To: ‘rt-users@lists.bestpractical.com’
Subject: E-mails not updating History?

Finishing up my virgin RT install today,
spent yesterday configuring fetchmail
and exchange to play nice… However I’m
running into a strange issue that I’m hoping
you gentleman can help me out with.

When a user opens a ticket and comments on it,
emails are sent. When another user uses the web-ui
to make a comment, emails are sent and the comment
shows up in the ticket history. However, if a user reply’s
to a ticket email, the comment is received via email to
all the users requested, however the comment history
is never updated in the ticket itself, it seems to disappear
off into the void?

Best guess I have is that it has something to do with fetchmail
not dropping it into an appropriate queue, so I’m attatching
my fetchmailrc below and the results of a manual fetchmail run.
fetchmail run w/ 2 fake messages:

fetchmail -f /etc/rt3/fetchmailrc

fetchmail: No mail for rt at hpd-exc1
2 messages for rt-comment at hpd-exc1 (3886 octets).
reading message rt-comment@hpd-exc1.hamdenps.local:1mailto:rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed
reading message rt-comment@hpd-exc1.hamdenps.local:2mailto:rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed
fetchmailrc:
poll hpd-exc1
proto pop3:
auth password
username “rt”
password “"
mda “/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T
–action correspond”
username “rt-comment”
password "*”
mda “/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T
–action comment”

nokeep
ssl
sslfingerprint “E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E”
Any thoughts or suggestions would be most appreciated gentlemen.
Thanks again,
-m

             Mario DiNatale
   Information Technology Manager

2900 Dixwell Avenue Tel: 203-407-3187
Hamden, CT 06518 Fax: 203-230-4097
www.hamden.comhttp://www.hamden.com

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3

Hello Mario,

Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure…

Regards

Mayk
From: Mario DiNatale [mailto:mdinatale@hamdenpd.com]
Sent: Wednesday, August 01, 2012 08:07 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: Re: [rt-users] E-mails not updating History?

Sorry to bother you guys again, but it actually

Appears that this issue is simpler than it initially appeared!
The messages ARE making into the comment history, however

Neither the poster nor the responder can see it, however

When logged in as root, I can see the full history of the messages…

Does anyone know how I would go about fixing it so that everyone

Involved in a ticket can see the full comment history?
-m

From: Mario DiNatale
Sent: Wednesday, August 01, 2012 12:23 PM
To: ‘rt-users@lists.bestpractical.com’
Subject: E-mails not updating History?

Finishing up my virgin RT install today,

spent yesterday configuring fetchmail

and exchange to play nice… However I’m

running into a strange issue that I’m hoping

you gentleman can help me out with.

When a user opens a ticket and comments on it,

emails are sent. When another user uses the web-ui

to make a comment, emails are sent and the comment

shows up in the ticket history. However, if a user reply’s

to a ticket email, the comment is received via email to

all the users requested, however the comment history

is never updated in the ticket itself, it seems to disappear

off into the void?

Best guess I have is that it has something to do with fetchmail

not dropping it into an appropriate queue, so I’m attatching

my fetchmailrc below and the results of a manual fetchmail run.

fetchmail run w/ 2 fake messages:

fetchmail -f /etc/rt3/fetchmailrc

fetchmail: No mail for rt at hpd-exc1

2 messages for rt-comment at hpd-exc1 (3886 octets).

reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed

reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed

fetchmailrc:
poll hpd-exc1

proto pop3:

auth password

username “rt”

password “******”

mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T

–action correspond"

username “rt-comment”

password “*******”

mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T

–action comment"

nokeep

ssl

sslfingerprint “E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E”

Any thoughts or suggestions would be most appreciated gentlemen.

Thanks again,

-m

             Mario DiNatale

   Information Technology Manager

2900 Dixwell Avenue Tel: 203-407-3187

Hamden, CT 06518 Fax: 203-230-4097

                  www.hamden.com



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4

Hello Mario,

Check the permissions of the users (or groups) involved on the queues. My experience is to take a piece of paper and draw out a matrix for the permission structure…

Regards

Mayk

You can also use RTx::RightsMatrix to help investigate.

Cheers,
Ken

5

MArio,

I may be wrong, but I believe a user can set up what they want to see in
the History with settings. The default is set in the RT_SiteConfig.pm file.
You might want to see what your default is.

KennOn Wed, Aug 1, 2012 at 11:13 AM, Mayk Backus backus@nlcom.nl wrote:

Hello Mario,

Check the permissions of the users (or groups) involved on the queues. My
experience is to take a piece of paper and draw out a matrix for the
permission structure…

Regards

Mayk

From: Mario DiNatale [mailto:mdinatale@hamdenpd.com]
Sent: Wednesday, August 01, 2012 08:07 PM
To: rt-users@lists.bestpractical.com rt-users@lists.bestpractical.com
Subject: Re: [rt-users] E-mails not updating History?

Sorry to bother you guys again, but it actually****

Appears that this issue is simpler than it initially appeared!
The messages ARE making into the comment history, however****

Neither the poster nor the responder can see it, however****

When logged in as root, I can see the full history of the messages…****

Does anyone know how I would go about fixing it so that everyone****

Involved in a ticket can see the full comment history?
-m****

From: Mario DiNatale
Sent: Wednesday, August 01, 2012 12:23 PM
To: ‘rt-users@lists.bestpractical.com’
Subject: E-mails not updating History?****

Finishing up my virgin RT install today,****

spent yesterday configuring fetchmail****

and exchange to play nice… However I’m****

running into a strange issue that I’m hoping****

you gentleman can help me out with.

When a user opens a ticket and comments on it,****

emails are sent. When another user uses the web-ui****

to make a comment, emails are sent and the comment****

shows up in the ticket history. However, if a user reply’s****

to a ticket email, the comment is received via email to****

all the users requested, however the comment history****

is never updated in the ticket itself, it seems to disappear****

off into the void?

Best guess I have is that it has something to do with fetchmail****

not dropping it into an appropriate queue, so I’m attatching****

my fetchmailrc below and the results of a manual fetchmail run.

fetchmail run w/ 2 fake messages:

fetchmail -f /etc/rt3/fetchmailrc****

fetchmail: No mail for rt at hpd-exc1****

2 messages for rt-comment at hpd-exc1 (3886 octets).****

reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets)
flushed****

reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets)
flushed****

fetchmailrc:
poll hpd-exc1**

proto pop3:****

auth password****

username “rt”****

password "**"

mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T

–action correspond"****

username “rt-comment”****

password "***"

mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local--queue I.T

–action comment"****

nokeep****

ssl****

sslfingerprint “E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E”*
*

Any thoughts or suggestions would be most appreciated gentlemen.****

Thanks again,****

-m****

             Mario DiNatale****

   *Information Technology Manager*

2900 Dixwell Avenue Tel: 203-407-3187****

Hamden, CT 06518 Fax: 203-230-4097****

                  www.hamden.com****

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