How to get different queues to send from different email addresses

RT Users
1

Hi

We’ve used RT for a while just for IT issues, now we’re adding an
additional facilities queue. Everything is working to receive tickets via
email, but we can only get it to send emails through the ithelpdesk email
account regardless of queue. We’re using MSMTP in order to use Google Apps
to send emails. We have two accounts configured in msmtp_wrapper.conf
ithelpdesk and facilities, but I can’t see how to tell RT to use the
facilities account when sending emails from that queue, so it sends
everything as ithelpdesk.

Can anyone help?

Thanks

Ian

Ian McNaught
Head of eLearning & Information Systems
Tel: (+968) 24730404

Majan College (University College)
P.O. Box 710, Postal Code 112, Ruwi
Sultanate of Oman
Switchboard: +968 24730400
Fax: +968 24730490
Find us:
Website http://www.majancollege.edu.om/ | Linkedin
http://www.linkedin.com/company/majan-college-university-college-?trk=hb_tab_compy_id_2839692
| Facebook https://www.facebook.com/majan.college | Twitter
http://twitter.com/Majan_CollegeRanked No.1 Private College in Oman -
“Oman Observer Survey Oct.2011”

This message contains confidential information and is intended only for the
individual named. If you are not the named addressee you should not
disseminate, distribute or copy this e-mail. Please notify the sender
immediately by e-mail if you have received this e-mail by mistake and
delete this e-mail from your system. E-mail transmission cannot be
guaranteed to be secure or error-free as information could be intercepted,
corrupted, lost, destroyed, arrive late or incomplete, or contain viruses.
Majan College (University College) therefore does not accept liability for
any errors or omissions in the contents of this message, which arise as a
result of e-mail transmission

2

You could use something like this in RT_Siteconfig.pm:

Set($OverrideOutgoingMailFrom, {

‘Queue1’ => ‘ithelpdesk@dummy.commailto:ithelpdesk@dummy.com’,

‘Queue2’ => ‘ithelpdesk@dummy.commailto:ithelpdesk@dummy.com’,

.

.

.

‘QueueN’ => ‘ithelpdesk@dummy.commailto:ithelpdesk@dummy.com’,

‘SpecialQueue’ => ‘facilities@dummy.commailto:facilities@dummy.com’

});

Hope this helps.

CrisOn 02/02/2015 12:27, Mr. Ian Mc Naught wrote:
Hi

We’ve used RT for a while just for IT issues, now we’re adding an additional facilities queue. Everything is working to receive tickets via email, but we can only get it to send emails through the ithelpdesk email account regardless of queue. We’re using MSMTP in order to use Google Apps to send emails. We have two accounts configured in msmtp_wrapper.conf ithelpdesk and facilities, but I can’t see how to tell RT to use the facilities account when sending emails from that queue, so it sends everything as ithelpdesk.

Can anyone help?

Thanks

Ian

Ian McNaught
Head of eLearning & Information Systems
Tel: (+968) 24730404

[http://www.majancollege.edu.om/images/majan+greatest+brand.png] Majan College (University College)
P.O. Box 710, Postal Code 112, Ruwi
Sultanate of Oman
Switchboard: +968 24730400
Fax: +968 24730490
Find us:
Websitehttp://www.majancollege.edu.om/ | Linkedinhttp://www.linkedin.com/company/majan-college-university-college-?trk=hb_tab_compy_id_2839692 | Facebookhttps://www.facebook.com/majan.college | Twitterhttp://twitter.com/Majan_College
Ranked No.1 Private College in Oman - “Oman Observer Survey Oct.2011”

This message contains confidential information and is intended only for the individual named. If you are not the named addressee you should not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail by mistake and delete this e-mail from your system. E-mail transmission cannot be guaranteed to be secure or error-free as information could be intercepted, corrupted, lost, destroyed, arrive late or incomplete, or contain viruses. Majan College (University College) therefore does not accept liability for any errors or omissions in the contents of this message, which arise as a result of e-mail transmission

3

If you’re using a relatively newer version of RT, you can configure a
“global” From address in RT_SiteConfig.pm and queue-specific From addresses
in RT’s UI.

If you’ve already done this then it sounds like msmtp is rewriting your

From headers. Maybe msmtp’s auto_from setting is relevant?

If you’re just relaying to an external server, can you just feed the SMTP
connection details into RT and bypass msmtp altogether?
Hi

We’ve used RT for a while just for IT issues, now we’re adding an
additional facilities queue. Everything is working to receive tickets via
email, but we can only get it to send emails through the ithelpdesk email
account regardless of queue. We’re using MSMTP in order to use Google Apps
to send emails. We have two accounts configured in msmtp_wrapper.conf
ithelpdesk and facilities, but I can’t see how to tell RT to use the
facilities account when sending emails from that queue, so it sends
everything as ithelpdesk.

Can anyone help?

Thanks

Ian

Ian McNaught
Head of eLearning & Information Systems
Tel: (+968) 24730404

Majan College (University College)
P.O. Box 710, Postal Code 112, Ruwi
Sultanate of Oman
Switchboard: +968 24730400
Fax: +968 24730490
Find us:
Website http://www.majancollege.edu.om/ | Linkedin
http://www.linkedin.com/company/majan-college-university-college-?trk=hb_tab_compy_id_2839692
| Facebook https://www.facebook.com/majan.college | Twitter
http://twitter.com/Majan_CollegeRanked No.1 Private College in Oman -
“Oman Observer Survey Oct.2011”
This message contains confidential information and is intended only for the
individual named. If you are not the named addressee you should not
disseminate, distribute or copy this e-mail. Please notify the sender
immediately by e-mail if you have received this e-mail by mistake and
delete this e-mail from your system. E-mail transmission cannot be
guaranteed to be secure or error-free as information could be intercepted,
corrupted, lost, destroyed, arrive late or incomplete, or contain viruses.
Majan College (University College) therefore does not accept liability for
any errors or omissions in the contents of this message, which arise as a
result of e-mail transmission

4

If you’re just relaying to an external server, can you just feed the SMTP
connection details into RT and bypass msmtp altogether?

Just addressing this part, since the other part (Setting From at the
Queue level and/or using $OverrideOutgoingMailFrom) has been
addressed.

RT 4.2 finally dropped internal SMTP support because it was slow and
easily dropped email if there was an upstream error. Many simple
relay clients are vulnerable to the same problem if your smarthost
ever drops offline while you’re trying to relay.

Postfix/exim/sendmail in smarthost only mode avoid this failure.

-kevin