Hello All,
Apologies as this might seem to be a basic/common question. I am a new user. I have setup RT and RTIR server. How can i configure this tool to create new incidents or incident reports via email ? I have looked everywhere within the UI and couldn’t find where to specify the email address that users can use to send emails to for creating tickets. Is it under RT_SiteConfig.pm ?
I have sendmail installed on my server and in my /etc/aliases file i have added below 3 lines.
I am also a fairly new RT user and looking into implementing email. It looks like your email server and RT are on the same server? If so, it looks like you already have what you need. The three aliases would define the email addresses to generate tickets (of course, with the domain name of your server).
In my situation, I’ll be getting emails from a remote server and feeding them through the rt-mailgate script using fetchmail: Fetchmail - Request Tracker Wiki.
I’ll check back once I have this working. I’m still waiting for the email address to be configured, so I’m not sure how long it’ll be before I actual complete this.
Have managed to have the e-mail working?
We’re using Microsoft Exchange as the e-mail server and I’m trying to find a way out to have the e-mails reaching the RT.
Hello, we also use Exchange where I work (actually the Office 365 cloud version, but with some on-premises mail transport servers).
I don’t know the full details of the Exchange side because the Exchange administration is handled by another team, but I’ll describe what we’ve got as best I can - I may have some of the terminology wrong.
We’ve got the RT server set up with local aliases as described above, e.g.
We have a local DNS alias such as “rt.localdomain” pointing to the RT server.
Then we have a mail contact set up in Exchange, such as “support@ourcompany.com”, set up to forward to “rt@rt.localdomain”, and an Exchange connector rule set up to tell Exchange to deliver mail for “rt.localdomain” via the on-premises transport service (since that DNS name is not resolvable from outside the company).
For comments, we have another similar mail contact for “support-comment@ourcompany.com” forwarding to “rt-comment@rt.localdomain”.
In the RT admin page for the queue, its reply address is set to “support@ourcompany.com” and its comment address to “support-comment@ourcompany.com”.
If you have multiple RT servers in a cluster, the above still works, you just have all the RT servers with the same configuration and point the DNS alias to your load balancer. (We use HAProxy for that).