Mail-Interface of webrt 1.0.5 seems to be broken?


#1

Hi,

did know one experience the problems that we have with the
mail-interface? Currently it’s impossible to do a real debugging of rt
since there’s no documentation about the variables. If anyone can tell
me how to debug rt I’m happy, but if you can tell me a solution to my
problem, I would be more happy. Currently our installation of rt doesn’t
allow any customer to send mail to an certain address and to incorporate
the mail into rt. This is very annoying and we need either a solution
for this problem or we have to deinstall rt and find an other solution,
like the one my colleague is proposing (the usage of regng), which I
would really like to avoid. So any suggestion are appreiateted.

Ciao
Christian
Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#2

I’ve not CC:'d devel in this reply, because I’m not convinced this is a
bug. Do you have mail alias set correctly thru admin-webrt.cgi?

-robOn Tue, 12 Dec 2000, Christian Kurz wrote:

Hi,

did know one experience the problems that we have with the
mail-interface? Currently it’s impossible to do a real debugging of rt
since there’s no documentation about the variables. If anyone can tell
me how to debug rt I’m happy, but if you can tell me a solution to my
problem, I would be more happy. Currently our installation of rt doesn’t
allow any customer to send mail to an certain address and to incorporate
the mail into rt. This is very annoying and we need either a solution
for this problem or we have to deinstall rt and find an other solution,
like the one my colleague is proposing (the usage of regng), which I
would really like to avoid. So any suggestion are appreiateted.

Ciao
Christian

Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


#3
Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt.

Christian, can you eloborate more on this issue. Is the mail returned
undeliverable? etc. etc.

Cheers,
Billy Gunn
Unix Sys Admin
Interadnet, Inc.
919-657-4350


#4
Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt.

Christian, can you eloborate more on this issue. Is the mail returned
undeliverable? etc. etc.

Yes, no problem. I set up a queue test with the mail address
test@our.doma.in. Now if I send a mail to test@our.doma.in, it will be
returned to me with the following error message:

|There has been an error:
|There has been an error with your request:
|You don’t have permission to create requests in this queue. Either you’re not a queue
|+member or non-members aren’t allowed to create requests in this queue.

|Your message is reproduced below:
|test

This is not acceptable for us, as we want to us this address for
communication with customers and so everyone should be able to create
request in this queue. According to the webinterface, the queue is set
up, so that everyone can create request.

Version of rt: 1.0.5
Used MTA: exim 3.16
Used Webserver: Apache

I would really appreciate any help to get rt working to show my
colleagues that it’s a real cute software with good support for. :slight_smile:

Ciao
Christian

Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#5

In RT Web Administrator for your queue verify that you have checked Allow
non-members to create requests, and also verify the mail alias is set to
match /etc/aliases. If those look correct you could take a look at the
actual table to make sure they are set correctly there with the following
commands.

mysql -u -p rt

mysql> select * from queues where queue_id = “”;

Check that mail_alias is correct and that allow_user_create is 1. Not sure
that these variables could be different then what the web interface shows
but it may be worth a quick check.

Cheers,
Billy Gunn
Unix Sys Admin
Interadnet, Inc.
919-657-4350


#6

In RT Web Administrator for your queue verify that you have checked Allow
non-members to create requests, and also verify the mail alias is set to
match /etc/aliases. If those look correct you could take a look at the
actual table to make sure they are set correctly there with the following
commands.

mysql -u -p rt

mysql> select * from queues where queue_id = “”;

As this concerns some private data I changed the output and paste the
important stuff here:

mysql> select * from queues where queue_id = “xxx”;
| queue_id | mail_alias | comment_alias | m_owner_trans | m_members_trans | m_user_trans | m_user_create | m_members_corresp | m_members_comment | m_user_resolve | allow_user_create | default_prio | default_final_prio | default_due_in |
| xxx | xxx@plannet.de | NULL | 0 | 0 | 0 | 1 | 0 | 0 | NULL | 1 | 0 | 0 | NULL |
1 row in set (0.00 sec)

So as you can see for yourself allow_user_create is set to a 1 which
would mean yes.

Check that mail_alias is correct and that allow_user_create is 1. Not sure
that these variables could be different then what the web interface shows
but it may be worth a quick check.

The mail_alias is reachable and would be delivered for our testing
purpose correclty. So I assume that the bug is located somewhere else.

Ciao
Christian
Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#7

can you verify that this is still broken on 1.0.6?

Well, I incorporate the patches from 1.0.6 to our 1.0.5 installation and
retried it. And I still receive the error-message that I reported to
this list without any change. What can I do now?

Ciao
Christian
Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#8
Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt.

Christian, can you eloborate more on this issue. Is the mail returned
undeliverable? etc. etc.

Yes, no problem. I set up a queue test with the mail address
test@our.doma.in. Now if I send a mail to test@our.doma.in, it will be
returned to me with the following error message:

So I now changed the setup to use a subdomain for itself and also
changed the exim configuration a bit, so know the first error-message
has dissapperead but I see now this strange one:

There has been an error:
There has been an error with your request:

Your message is reproduced below:

test

I wrote to test-correspond@tracker.our.domain and I know get the strange
error message above. Has anyone an idea what is still wrong with the rt
stuff?

Ciao
Christian

Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#9

Why don’t you learn how to use the perl debugger Christian?

-robOn Wed, 13 Dec 2000, Christian Kurz wrote:

On 00-12-12 Christian Kurz wrote:

On 00-12-12 Gunn, Billy wrote:

Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt.

Christian, can you eloborate more on this issue. Is the mail returned
undeliverable? etc. etc.

Yes, no problem. I set up a queue test with the mail address
test@our.doma.in. Now if I send a mail to test@our.doma.in, it will be
returned to me with the following error message:

So I now changed the setup to use a subdomain for itself and also
changed the exim configuration a bit, so know the first error-message
has dissapperead but I see now this strange one:

There has been an error:
There has been an error with your request:

Your message is reproduced below:

test

I wrote to test-correspond@tracker.our.domain and I know get the strange
error message above. Has anyone an idea what is still wrong with the rt
stuff?

Ciao
Christian


Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


#10

what happens if you run

rt-mailgate < /tmp/mailmessage

where mailmessage is a full email message with RFC822 headers, etc?On Wed, Dec 13, 2000 at 01:40:33PM +0100, Christian Kurz wrote:

On 00-12-12 Christian Kurz wrote:

On 00-12-12 Gunn, Billy wrote:

Currently our installation of rt doesn't allow any customer to send mail to an certain address and to incorporate the mail into rt.

Christian, can you eloborate more on this issue. Is the mail returned
undeliverable? etc. etc.

Yes, no problem. I set up a queue test with the mail address
test@our.doma.in. Now if I send a mail to test@our.doma.in, it will be
returned to me with the following error message:

So I now changed the setup to use a subdomain for itself and also
changed the exim configuration a bit, so know the first error-message
has dissapperead but I see now this strange one:

There has been an error:
There has been an error with your request:

Your message is reproduced below:

test

I wrote to test-correspond@tracker.our.domain and I know get the strange
error message above. Has anyone an idea what is still wrong with the rt
stuff?

Ciao
Christian


Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

I’m reasonably sure that at least two of the electric blue kangeroos
I saw were real.


#11

what happens if you run

rt-mailgate < /tmp/mailmessage

where mailmessage is a full email message with RFC822 headers, etc?

This is the test mail slightly edited.

|Received: from us by internal-server.plannet.de with local (Exim 3.16 #1 (Debian))
| id 146EQL-0004q2-00
| for test@ourdomain.plannet.de; Wed, 13 Dec 2000 17:06:33 +0100
|Date: Wed, 13 Dec 2000 17:06:32 +0100
|From: Christian Kurz Christian.Kurz@planNET.de
|To: test@ourdomain.plannet.de
|Subject: test
|Message-ID: 20001213170632.A31196@planNET.de
|Mime-Version: 1.0
|Content-Type: text/plain; charset=us-ascii
|Content-Disposition: inline
|User-Agent: Mutt/1.2.5i
|Organization: planNET Systems GmbH
|X-URL: http://www.planNET.de/

|Test

All I got back was the following message:

|There has been an error:
|There has been an error with your request:
|You don’t have permission to create requests in this queue. Either you’re not a queue
|+member or non-members aren’t allowed to create requests in this queue.

|Your message is reproduced below:

|Test

If I reduce the testmage to only contain the word test and I run the
following command:

|/usr/lib/rt/bin/rt-mailgate --extended-syntax --ticketid --verbose --debug --queue test --action correspond < /tmp/mailmessage2

I get no mail back but the following output:

|0
|Ticket=‘0’ Transaction Number=‘0’ Queue=‘test’ Area=’’ Sender=’’ Precedence=‘first-class’

So what the hell is going wrong there?? I’m really wondering since the
last test would explain why all mails fail, since the mail get never
included in the mysql-database. So any help appreciated.

Ciao
Christian
Christian Kurz http://www.planNET.de
|planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#12

ok. this is really whacked. can you send me the output of

mysqldump rt (with your passwords stripped, of course)
and the contents of your config.pm (with passwords stripped)On Wed, Dec 13, 2000 at 05:14:16PM +0100, Christian Kurz wrote:

On 00-12-13 Jesse wrote:

what happens if you run

rt-mailgate < /tmp/mailmessage

where mailmessage is a full email message with RFC822 headers, etc?

This is the test mail slightly edited.

|Received: from us by internal-server.plannet.de with local (Exim 3.16 #1 (Debian))
| id 146EQL-0004q2-00
| for test@ourdomain.plannet.de; Wed, 13 Dec 2000 17:06:33 +0100
|Date: Wed, 13 Dec 2000 17:06:32 +0100
|From: Christian Kurz Christian.Kurz@planNET.de
|To: test@ourdomain.plannet.de
|Subject: test
|Message-ID: 20001213170632.A31196@planNET.de
|Mime-Version: 1.0
|Content-Type: text/plain; charset=us-ascii
|Content-Disposition: inline
|User-Agent: Mutt/1.2.5i
|Organization: planNET Systems GmbH
|X-URL: http://www.planNET.de/

|Test

All I got back was the following message:

|There has been an error:
|There has been an error with your request:
|You don’t have permission to create requests in this queue. Either you’re not a queue
|+member or non-members aren’t allowed to create requests in this queue.

|Your message is reproduced below:

|Test

If I reduce the testmage to only contain the word test and I run the
following command:

|/usr/lib/rt/bin/rt-mailgate --extended-syntax --ticketid --verbose --debug --queue test --action correspond < /tmp/mailmessage2

I get no mail back but the following output:

|0
|Ticket=‘0’ Transaction Number=‘0’ Queue=‘test’ Area=’’ Sender=’’ Precedence=‘first-class’

So what the hell is going wrong there?? I’m really wondering since the
last test would explain why all mails fail, since the mail get never
included in the mysql-database. So any help appreciated.

Ciao
Christian

Christian Kurz http://www.planNET.de
|planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

Emacs is a pretty good operating system, but Unix has a better editor.


#13

Currently our installation of rt doesn’t allow any customer to send mail to
an certain address and to incorporate the mail into rt.

Thanks to help of Jesse we could track this problem down to the queue
names. We had soem upper-case and also some mixed-case queue-names and
currently rt seems only to be able to deal with lower-case queue-names.
But I think Jesse is already trying to find a solution to that.

Ciao
Christian
Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#14

I’m pretty sure this is a shell issue and that if one puts the
queue name in “quotes” it should work fine. (I’ve got some queue
names with mixed case and spaces.)

-jOn Thu, Dec 14, 2000 at 05:01:05PM +0100, Christian Kurz wrote:

On 00-12-12 Gunn, Billy wrote:

Currently our installation of rt doesn’t allow any customer to send mail to
an certain address and to incorporate the mail into rt.

Thanks to help of Jesse we could track this problem down to the queue
names. We had soem upper-case and also some mixed-case queue-names and
currently rt seems only to be able to deal with lower-case queue-names.
But I think Jesse is already trying to find a solution to that.

Ciao
Christian

Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

As I sit here alone looking at green text on a laptop in a mostly bare room listening
to loud music wearing all black, I realize that that it is much less cool in real life :slight_smile:
–Richard Tibbets


#15

I’m pretty sure this is a shell issue and that if one puts the
queue name in “quotes” it should work fine. (I’ve got some queue
names with mixed case and spaces.)

Well, could we then please get some documentation in the FAQ about this?
If yes, this would be very helpful in finding the bug.

Ciao
Christian
Christian Kurz http://www.planNET.de
planNET Systems GmbH mailto:info@planNET.de
Schoenfeldstr. 8 Telefon: +49 721 66 36 0
D-76131 Karlsruhe Telefax: +49 721 66 36 199


#16

I’m pretty sure this is a shell issue and that if one puts the
queue name in “quotes” it should work fine. (I’ve got some queue
names with mixed case and spaces.)

Well, could we then please get some documentation in the FAQ
about this?
If yes, this would be very helpful in finding the bug.

Ciao
Christian

Hello,
i don’t think there is a bug regarding this issue. We use queue names with
mixed case letters in them and don’t have any problem.
You just have to make sure that the queue name in your /etc/aliases is
exactly written as it appears in RT (case sensitive!).

cu
Florian Heyer SGH Internet Division
f.heyer@sgh-net.de http://www.sgh-net.de