Email ticket requests

RT Users
1

I have RT 3.6.3 installed on a Fedora Core 6 box

I have configured it to use Sendmail …

All seems to work fine

When tickets are created from within RT, all the emails are sent
correctly to requestors, CC, CCadmins etc

I can send a mail from the server (where RT is installed) and get a
ticket created OK via echo ‘hello’ | mail -s “test subject” rt

However, the difficulty starts when trying to request a ticket from
outside the RT server (eg from our Exchange email system in the office.
The mails seem never to reach the RT system. This obviously is the same
when trying to reply from emails back to the ticket …

Any help would be appreciated

Thanks in advance

2

Are you sure sendmail will receive email from outside?

Nicholas Whitehead wrote:

3

In order to find out, I would recommend temporarily setting up mail to
deliver to a pop3 mailbox and then using fetchmail (with cronjob if
necessary) to pick mail up from that mailbox.

http://wiki.bestpractical.com/index.cgi?fetchmail

This will allow you to see the mail come into the box to confirm it is
being properly delivered, and then watch fetchmail as it picks the mail
up and pipes it into mailgate.

It just means you can turn it into a two-step process and see which step
the problem occurs in.

John Arends wrote:

Are you sure sendmail will receive email from outside?

Nicholas Whitehead wrote:

→

I have RT 3.6.3 installed on a Fedora Core 6 box

I have configured it to use Sendmail �.

All seems to work fine

When tickets are created from within RT, all the emails are sent
correctly to requestors, CC, CCadmins etc

I can send a mail from the server (where RT is installed) and get a
ticket created OK via echo �hello� � mail �s �test subject� rt

However, the difficulty starts when trying to request a ticket from
outside the RT server (eg from our Exchange email system in the
office. The mails seem never to reach the RT system. This obviously is
the same when trying to reply from emails back to the ticket …

Any help would be appreciated

Thanks in advance

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Kind Regards,

Mike Peachey, IT
Tel: +44 (0) 114 281 2655
Fax: +44 (0) 114 281 2951
Jennic Ltd, Furnival Street, Sheffield, S1 4QT, UK

Confidential

4

You might consider using fetchmail to pull e-mail
down from Exchange to the RT server, especially if you are not in
direct control of all the e-mail services at your organization. See
the link below for a good explanation of this situation and example
setups.

http://wiki.bestpractical.com/index.cgi?fetchmail

Tim Casada

Nicholas Whitehead wrote:

I have RT 3.6.3 installed on a Fedora Core 6 box

I have configured it to use Sendmail ….

All seems to work fine

When tickets are created from within RT, all the emails are sent correctly to requestors, CC, CCadmins etc

I can send a mail from the server (where RT is installed) and get a ticket created OK via echo ‘hello’ ¦ mail –s “test subject” rt

However, the difficulty starts when trying to request a ticket from outside the RT server (eg from our Exchange email system in the office. The mails seem never to reach the RT system. This obviously is the same when trying to reply from emails back to the ticket ..

Any help would be appreciated

Thanks in advance 


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