Incoming email address

Flynn_Peter · May 19, 2014, 1:40pm

I am setting up a test instance of rt as part of our investigation of a
replacement for our current helpdesk system.

So far it’s up and running nicely on a virtual host under Apache, and
I’ve been adding some test users and queues.

I can’t find any documentation on how best to set up the email
responder. There are descriptions of the variables in the docs, but
there doesn’t seem to be any description of what the receiver email
address is or how/where to configure it. The server has sendmail
configured, but what address would a customer send a query to?

Giles_Coochey · May 19, 2014, 2:21pm

I am setting up a test instance of rt as part of our investigation of a
replacement for our current helpdesk system.

So far it’s up and running nicely on a virtual host under Apache, and
I’ve been adding some test users and queues.

I can’t find any documentation on how best to set up the email
responder. There are descriptions of the variables in the docs, but
there doesn’t seem to be any description of what the receiver email
address is or how/where to configure it. The server has sendmail
configured, but what address would a customer send a query to?

///Peter
Take a look at rt-mailgate:

https://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html

Regards,

Giles Coochey, CCNP, CCNA, CCNAS
NetSecSpec Ltd
+44 (0) 8444 780677
+44 (0) 7983 877438
http://www.coochey.net
http://www.netsecspec.co.uk
giles@coochey.net

smime.p7s (6.3 KB)

Dominic_Hargreaves2 · May 19, 2014, 2:23pm

I am setting up a test instance of rt as part of our investigation of a
replacement for our current helpdesk system.

So far it’s up and running nicely on a virtual host under Apache, and
I’ve been adding some test users and queues.

I can’t find any documentation on how best to set up the email
responder. There are descriptions of the variables in the docs, but
there doesn’t seem to be any description of what the receiver email
address is or how/where to configure it. The server has sendmail
configured, but what address would a customer send a query to?

You need to set up some pipe aliases using rt-mailgate:

http://www.bestpractical.com/docs/rt/4.2/rt-mailgate.html

Cheers,
Dominic.

Dominic Hargreaves, Systems Development and Support Section
IT Services, University of Oxford, 13 Banbury Road, Oxford, OX2 6NN

signature.asc (198 Bytes)

Flynn_Peter · May 20, 2014, 9:08am

You need to set up some pipe aliases using rt-mailgate:
rt-mailgate - RT 4.2.17 Documentation - Best Practical

Thanks…I had got that far, but it wasn’t clear if the aliases you
create in /etc/aliases had to match usernames set up in RT.

Kevin_Falcone · May 20, 2014, 1:21pm

You need to set up some pipe aliases using rt-mailgate:
rt-mailgate - RT 4.2.17 Documentation - Best Practical

Thanks…I had got that far, but it wasn’t clear if the aliases you
create in /etc/aliases had to match usernames set up in RT.

rt-mailgate doesn’t deliver to RT Users, it delivers to RT Queues, so
there’s absolutely no connection between user accounts in RT and
aliases used to execute rt-mailgate or mailbox names used in say
fetchmail that then execute rt-mailgate or the myriad of other ways
rt-mailgate is executed.

-kevin

Jim_Brandt · May 20, 2014, 1:39pm

You need to set up some pipe aliases using rt-mailgate:
rt-mailgate - RT 4.2.17 Documentation - Best Practical

Thanks…I had got that far, but it wasn’t clear if the aliases you
create in /etc/aliases had to match usernames set up in RT.

rt-mailgate doesn’t deliver to RT Users, it delivers to RT Queues, so
there’s absolutely no connection between user accounts in RT and
aliases used to execute rt-mailgate or mailbox names used in say
fetchmail that then execute rt-mailgate or the myriad of other ways
rt-mailgate is executed.

Adding to what Kevin said, you can configure incoming email addresses
for the entire RT in RT_SiteConfig.pm:

http://bestpractical.com/docs/rt/latest/RT_Config.html#CorrespondAddress-CommentAddress

You can configure email addresses assigned to individual queues on the
queue configuration page:

Admin > Queues, then click on a queue.

But as Kevin said, rt-mailgate handles delivery. These settings are to
make sure the From on outgoing mail is set so requestors can reply back.