Mail and incoming ticket issue

Hello,

We just moved our RT machine from being on a public interface to being
behind a firewall with a public interface.

So previously the RT server was located at public IP: xx.xx.xxx.xx
and now the RT server is at 172.17.1.2 and the firewall has a public
IP of xx.xx.xxx.xx that goes to the RT server

Before the move in /etc/aliases I have

rt: “|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond –
url http://rt.domain.com

since the move I have tried

rt: “|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond –
url http://localhost/

and

rt: “|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond –
url http://172.17.1.2/

and it is not working. If I look in the maillog (which Is where I
assume I should be looking?) I see a lot of this:

Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting
for input from local during Draining Input
Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to="|/etc/smrsh/rt-
mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/
", ctladdr=hcticketsys@localhost (8/0), delay=2+00:31:34,
xdelay=00:03:00, mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred:
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting
for input from local during Draining Input
Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to="|/etc/smrsh/rt-
mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/
", ctladdr=hcticketsys@localhost (8/0), delay=2+00:34:34,
xdelay=00:03:00, mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred:
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting
for input from local during Draining Input
Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to="|/etc/smrsh/rt-
mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/
", ctladdr=hcticketsys@localhost (8/0), delay=2+00:37:34,
xdelay=00:03:01, mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred:
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

It is my understanding that rt-mailgate needs to be able to connect to
the address that users connect to to create the tickets via mail, so
it should be connecting to rt.domain.com if my understanding is
correct. Is there a way for me to fix this since it seems that it is
unable to connect to that public interface other than changing the
firewall?

Greg Evans
gevans@hcc.net
Hood Canal Communications
(360) 898-2481 x212

I ran into this when I went behind a VIP too. The easiest fix was to leave the settings alone and put the internal IP in /etc/hosts with the external hostname so it can connect internally.From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Greg Evans
Sent: Wednesday, June 10, 2009 4:26 PM
To: rt-users Users
Subject: [rt-users] Mail and incoming ticket issue

Hello,

We just moved our RT machine from being on a public interface to being behind a firewall with a public interface.

So previously the RT server was located at public IP: xx.xx.xxx.xx
and now the RT server is at 172.17.1.2 and the firewall has a public IP of xx.xx.xxx.xx that goes to the RT server

Before the move in /etc/aliases I have

rt: “|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.domain.com

since the move I have tried

rt: “|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://localhost/

and

rt: “|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://172.17.1.2/

and it is not working. If I look in the maillog (which Is where I assume I should be looking?) I see a lot of this:

Jun 10 10:36:02 rt sendmail[23281]: n58H5SsX004282: timeout waiting for input from local during Draining Input
Jun 10 10:37:02 rt sendmail[23281]: n58H5SsX004282: to="|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/", ctladdr=hcticketsys@localhost (8/0), delay=2+00:31:34, xdelay=00:03:00, mailer=prog, pri=4441712, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:39:02 rt sendmail[23281]: n58H5SsY004282: timeout waiting for input from local during Draining Input
Jun 10 10:40:02 rt sendmail[23281]: n58H5SsY004282: to="|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/", ctladdr=hcticketsys@localhost (8/0), delay=2+00:34:34, xdelay=00:03:00, mailer=prog, pri=4441718, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
Jun 10 10:42:03 rt sendmail[23281]: n58H5Ssh004282: timeout waiting for input from local during Draining Input
Jun 10 10:43:03 rt sendmail[23281]: n58H5Ssh004282: to="|/etc/smrsh/rt-mailgate --queue GTC --debug --action correspond --url http://rt.hcc.net/", ctladdr=hcticketsys@localhost (8/0), delay=2+00:37:34, xdelay=00:03:01, mailer=prog, pri=4441746, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

It is my understanding that rt-mailgate needs to be able to connect to the address that users connect to to create the tickets via mail, so it should be connecting to rt.domain.com if my understanding is correct. Is there a way for me to fix this since it seems that it is unable to connect to that public interface other than changing the firewall?

Greg Evans
gevans@hcc.netmailto:gevans@hcc.net
Hood Canal Communications
(360) 898-2481 x212