Excluding email addresses from creating tickets

RT Users
1

Hi,
We have set up our RT instance successfully and are starting to track
tickets and support requests. The problem is we have some notification
emails that are creating tickets in our system, which we dont need/want.
Example:
email from:noreply@domain.com
to: custsrv@domain.com
subject: notification about new account

This will create a ticket which we really dont need. I know you can reject
tickets, but hopefully we can prefilter the email before it reaches the
system

Thank you,
stephen

2

We run procmail ( http://www.procmail.org/ ) on our RT machine to do
this among other things.

RichOn 08/30/2012 02:07 PM, Stephen Desch wrote:

Hi,
We have set up our RT instance successfully and are starting to track
tickets and support requests. The problem is we have some notification
emails that are creating tickets in our system, which we dont need/want.
Example:
email from:noreply@domain.com mailto:from%3Anoreply@domain.com
to: custsrv@domain.com mailto:custsrv@domain.com
subject: notification about new account

This will create a ticket which we really dont need. I know you can
reject tickets, but hopefully we can prefilter the email before it
reaches the system

Thank you,
stephen

3

I see, I’ll have to look into adding that to our server.On Thu, Aug 30, 2012 at 2:28 PM, Rich Bishop rjb38@drexel.edu wrote:

We run procmail ( http://www.procmail.org/ ) on our RT machine to do this
among other things.

Rich

On 08/30/2012 02:07 PM, Stephen Desch wrote:

Hi,
We have set up our RT instance successfully and are starting to track
tickets and support requests. The problem is we have some notification
emails that are creating tickets in our system, which we dont need/want.
Example:
email from:noreply@domain.com <mailto:from%3Anoreply@domain.**comfrom%253Anoreply@domain.com

to: custsrv@domain.com mailto:custsrv@domain.com

subject: notification about new account

This will create a ticket which we really dont need. I know you can
reject tickets, but hopefully we can prefilter the email before it
reaches the system

Thank you,
stephen

4

I see, I’ll have to look into adding that to our server.

Depending on how mail is being delivered to your RT system, you can often do it with the MTA on the system as well, by configuring a blacklist of addresses you don’t want delivering to your RT system.

Tim

The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.

5

Hi,

I have set up RT 4.0.7 a few days ago on a Ubuntu12.04 system, but I cannot
get it to run.

It says a "You’re almost there!

You haven’t yet configured your webserver to run RT. You appear to have
installed RT’s web interface correctly, but haven’t yet configured your web
server to “run” the RT server which powers the web interface. The next step
is to edit your webserver’s configuration file to instruct it to use RT’s
mod_perl or FastCGI handler."

and I don’t know how to continue from there.

Below is my httpd.conf from Apache2

<VirtualHost *:80>
AddDefaultCharset UTF-8

DocumentRoot "/opt/rt4/share/html/"

<Location "/opt/rt4/share/html/">
   Order allow,deny
   Allow from all

   SetHandler mod_perl
   PerlResponseHandler Plack::Handler::Apache2
   PerlSetVar psgi_app /opt/rt4/sbin/rt-server
</Location>
<Perl>
   use Plack::Handler::Apache2;
   Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");
</Perl>

I originally ran into issues when setting RT to /rt, so I set it to root for
now. I also tried with SetHandler modperl, since this is how it was
described in the ManualApacheConfig on the wiki page, neither works. When I
run rt-server with Apache2 stopped, I can connect from that machine via
http://0, but not from outside it. It has to be something with Apache, but I
cannot find out what it is.

make testdeps
make fixdeps

both return all dependencies found.

Can someone help me fix the rest? (I am not that familiar with Linux, since
I have to program on a Windows machine, but as only software engineer I have
to setup the ticket system).

Thanks a lot for any help!

6

Below is my httpd.conf from Apache2

<VirtualHost *:80>
AddDefaultCharset UTF-8

DocumentRoot “/opt/rt4/share/html/”

<Location “/opt/rt4/share/html/”>

This is a Location, not a Directory section so you use URL paths not
file system paths.

  Order allow,deny
  Allow from all

  SetHandler mod_perl

This should be modperl.

  PerlResponseHandler Plack::Handler::Apache2
  PerlSetVar psgi_app /opt/rt4/sbin/rt-server
use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server");

Read the deployment documentation in docs/web_deployment.pod.

7

Ah that’s the droid i was looking for. We have two admins working on this
instance, I’m maintaining the front end, and out Dev/ DBA is managing the
back end config. I’ll let him know that we can configure a blacklist in
the MTA. I have SSH access to the backend, but I’m not sure were to begin
looking to create such a blacklist.

Thanks.On Thu, Aug 30, 2012 at 3:13 PM, Tim Cutts tjrc@sanger.ac.uk wrote:

On 30 Aug 2012, at 20:04, Stephen Desch stephen.edward.desch@gmail.com wrote:

I see, I’ll have to look into adding that to our server.

Depending on how mail is being delivered to your RT system, you can often
do it with the MTA on the system as well, by configuring a blacklist of
addresses you don’t want delivering to your RT system.

Tim

–
The Wellcome Trust Sanger Institute is operated by Genome Research
Limited, a charity registered in England with number 1021457 and a
company registered in England with number 2742969, whose registered
office is 215 Euston Road, London, NW1 2BE.