Is setting up RT to create tickets via Gmail possible?

RT Users
1

Hi all, this posts is 3 days in the making and I’m sure its probably a dumb
question and hoping there’s a easy clear answer someone can guide me to.

I have RT setup so that when new tickets are posted it now sends out email
alerts to the ticket owner and also to those CC’d via a gmail account.

Got that working by using the following in Exim passwd config:
gmail-smtp.l.google.com:rt.xxxx@gmail.com:password
*.google.com:rt.xxxx@gmail.com:password
smtp.gmail.com:rt.xxxx@gmail.com:password

… However, when a reply is posted via email, how can the reply email be
retrieved and posted back to RT?

Should I use a local email account on the server instead of gmail? Maybe
use rt@mydomain.com? What would be the best, fairly simple and reliable
solution?

I’ve searched the web for definitive guides on RT email integration, can
you point me to a detailed setup for allowing email notifications and
replies/comments via email?

Thanks much.

hydn

2

… However, when a reply is posted via email, how can the reply email be retrieved and posted back to RT?

The email should be “From” an email address that pipes directly to rt-mailgate. However you do that is up to you but that’s generally how it’s done. If you want to use an external POP3 account you can use fetchmail or getmail to download the mail and pipe each message to rt-mailgate but all mail to the From address needs to pipe to rt-mailgate somehow so that all replies are fed to RT.

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3

You just have to set up fetchmail to pick up replies to the same mailbox. We have ours configured to an office 365 service user.

sudo cat /etc/fetchmailrc
[sudo] password for rshaker:
set daemon 60
set invisible
set no bouncemail
set no syslog
poll outlook.office365.com protocol pop3: username “$EMAIL_GOES_HERE” password “$PUT_THE_PASS_HERE” mda “/opt/rt4/bin/rt-mailgate --queue ’ Uncategorized’ --action correspond --url http://localhost/” no keep

You may need to mess with this a bit to get it to work with Gmail, since I believe it only supports pop3 over SSL. A quick google showed this article, it might help you a bit.
http://www.axllent.org/docs/view/gmail-pop3-with-fetchmail/From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of hydn
Sent: Friday, May 15, 2015 4:53 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Is setting up RT to create tickets via Gmail possible?

Hi all, this posts is 3 days in the making and I’m sure its probably a dumb question and hoping there’s a easy clear answer someone can guide me to.

I have RT setup so that when new tickets are posted it now sends out email alerts to the ticket owner and also to those CC’d via a gmail account.

Got that working by using the following in Exim passwd config:
gmail-smtp.l.google.com:rt.xxxx@gmail.com:password
*.google.com:rt.xxxx@gmail.com:password
smtp.gmail.com:rt.xxxx@gmail.com:password

… However, when a reply is posted via email, how can the reply email be retrieved and posted back to RT?

Should I use a local email account on the server instead of gmail? Maybe use rt@mydomain.commailto:rt@mydomain.com? What would be the best, fairly simple and reliable solution?

I’ve searched the web for definitive guides on RT email integration, can you point me to a detailed setup for allowing email notifications and replies/comments via email?

Thanks much.

hydn

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4

Hi all, this posts is 3 days in the making and I’m sure its probably a dumb
question and hoping there’s a easy clear answer someone can guide me to.

I have RT setup so that when new tickets are posted it now sends out email
alerts to the ticket owner and also to those CC’d via a gmail account.

Got that working by using the following in Exim passwd config:
gmail-smtp.l.google.com:rt.xxxx@gmail.com:password
*.google.com:rt.xxxx@gmail.com:password
smtp.gmail.com:rt.xxxx@gmail.com:password

… However, when a reply is posted via email, how can the reply email be
retrieved and posted back to RT?

What I did when configuring a flow like this recently was to set up my RT aliases in gmail as mailing lists that forward to addresses at @rt.example.com and then dealt with incoming mail like one usually does in RT.

For outgoing mail, I configured the local MTA on the RT server in AWS to treat GMail (GAFYD) as the smarthost. Then I went into the gmail admin panel and configured gmail to not freak out when it saw mail from the RT server as outbound mail.

It “just worked” astonishingly well.

5

I have RT “sending” out email notifications when tickets are posted. What
would be the best program for a local inbox for rt@mydomain.com ?

Then I can use rt-fetchmail to check every 60 seconds?On Fri, May 15, 2015 at 2:06 PM, Jesse Vincent jesse@bestpractical.com wrote:

On Fri, May 15, 2015 at 01:52:35PM -0700, hydn wrote:

Hi all, this posts is 3 days in the making and I’m sure its probably a
dumb
question and hoping there’s a easy clear answer someone can guide me to.

I have RT setup so that when new tickets are posted it now sends out
email
alerts to the ticket owner and also to those CC’d via a gmail account.

Got that working by using the following in Exim passwd config:
gmail-smtp.l.google.com:rt.xxxx@gmail.com:password
*.google.com:rt.xxxx@gmail.com:password
smtp.gmail.com:rt.xxxx@gmail.com:password

… However, when a reply is posted via email, how can the reply email be
retrieved and posted back to RT?

What I did when configuring a flow like this recently was to set up my RT
aliases in gmail as mailing lists that forward to addresses at @
rt.example.com and then dealt with incoming mail like one usually does in
RT.

For outgoing mail, I configured the local MTA on the RT server in AWS to
treat GMail (GAFYD) as the smarthost. Then I went into the gmail admin
panel and configured gmail to not freak out when it saw mail from the RT
server as outbound mail.

It “just worked” astonishingly well.