Mail Problem

RT Users
1

Thanks everyone for the hard work you have put into RT. It is a fine
product. Currently our company is evaluating help desk software. As a
Linux/open source advocate, I am recommending RT. I have setup a demo for
our operations team to evaluate, but I am having problems integrating RT
into our email system.

I have RT 1.0.4 running on Debian Potato which uses Exim. I have made the
changes to my Exim config file as recommended in the FAQ
(ftp://ftp.fsck.com/pub/rt/contrib/exim.README). The application seems to
be working fine except RT does not create a new request when it receives
mail. Also, RT gets an Apache error when creating a new request via the web
interface (although the request does get created). I realize this is a mail
config problem. Here is the error from the Apache log:

“Tried to launch this command: /user/lib/sendmail -oi -t -ODeliveryMode=b
-OErrorMode=m Premature end of script”.

Can you please give me a hand in trying to troubleshoot this error? Does
anyone have insights on getting RT working with Debian? As a member of both
of the RT mailing lists, I have not seen many setups using Debian.

Also, if anyone would like to share how they have their RT queues
configured, it would be much appreciated. We have about 20 international
offices with anywhere from 2 to 100 users in each office. We use a wide
spectrum of platforms from Solaris to Mac, laptops to handhelds and
everything in-between. Is it normal to create RT queues for each platform?
Each office?

Thank you for your time with this matter.

Sincerely,

George Warnagiris
Network Administrator
Babcock & Brown, LP
GeorgeW@BabcockBrown.com

2

I have RT 1.0.4 running on Debian Potato which uses Exim. I have made the
changes to my Exim config file as recommended in the FAQ
(ftp://ftp.fsck.com/pub/rt/contrib/exim.README).

Same here except it’s RT 1.0.7. No problem (except for not
sending mail when I tested it – but that was a case of RT
being smarter than I thought it was).

working fine except RT does not create a new request when it receives
mail.

Hmmm. I know you set it up as recommended in the FAQ, but could
you maybe post the exim.cf lines in question?

#include <std_disclaim.h> Lorens Kockum

3

Lorens,

Thank you again. Please find the relevant sections of my exim.conf file
below. I have also attached the complete file.

George

4

I ran into the same problem on the same setup (RT, Debian, Exim).
Change your makefile, and comment out the default MAIL_OPTIONS line
and uncomment the other example line.
Specficially, MAIL_OPTIONS should be
-oi -t
instead of
-oi -t -ODeliveryMode=b -OErrorMode=m

From: Lorens Kockum [mailto:rt-id-45@lists.lorens.org]
Sent: Monday, January 29, 2001 1:06 PM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Mail Problem

I have RT 1.0.4 running on Debian Potato which uses Exim. I have made the
changes to my Exim config file as recommended in the FAQ
(ftp://ftp.fsck.com/pub/rt/contrib/exim.README).

Same here except it’s RT 1.0.7. No problem (except for not
sending mail when I tested it – but that was a case of RT
being smarter than I thought it was).

working fine except RT does not create a new request when it receives
mail.

john.case@tenzing.com

5

config problem. Here is the error from the Apache log:

“Tried to launch this command: /user/lib/sendmail -oi -t -ODeliveryMode=b
-OErrorMode=m Premature end of script”.

Can you please give me a hand in trying to troubleshoot this error? Does
anyone have insights on getting RT working with Debian? As a member of both
of the RT mailing lists, I have not seen many setups using Debian.

Is that log line cut and pasted or user typed? If it’s cut and pasted, I
think I’ve nailed your problem already. Look closely at that line from
the apache log again – do you really have ‘/user/lib/sendmail/’ ?

Greg White
Those who make peaceful revolution impossible will make violent
revolution inevitable.
– John F. Kennedy

6

Thanks for the help. Actually, this log entry was typed manually, but it is
correct. /usr/lib/sendmail is a symbolic link that points to the exim
executable.

John Case actually helped me out earlier. (Thanks John). The solution was,
as he explained:

“Change your makefile, and comment out the default MAIL_OPTIONS line
and uncomment the other example line.
Specficially, MAIL_OPTIONS should be
-oi -t
instead of
-oi -t -ODeliveryMode=b -OErrorMode=m”

I am now able to create error free requests with the web interface.
Unfortunately, I am still unable to create a request via email. Also, queue
admin email notifications are not sent to me. Here is part of the Exim
error logs:

2001-01-29 18:22:42 14NNdC-000070-00 <= rt@babcockbrown.com U=rt P=local
S=1133
2001-01-29 18:22:42 14NNdC-000070-00 == cheryls@babcockbrown.com R=smarthost
defer (-1): lookup of host “yes” failed in smarthost router
2001-01-29 18:22:42 14NNdC-000070-00 == gwarnagiris@babcockbrown.com
R=smarthost defer (-1): lookup of host “yes” failed in smarthost router
2001-01-29 18:22:42 14NNdC-000072-00 <= rt@babcockbrown.com U=rt P=local
S=785
2001-01-29 18:22:42 14NNdC-000072-00 == cheryls@babcockbrown.com R=smarthost
defer (-1): lookup of host “yes” failed in smarthost router
2001-01-29 18:22:42 14NNdC-000073-00 <= <> R=14NNdC-000070-00 U=mail P=local
S=678
2001-01-29 18:22:42 14NNdC-000070-00 Frozen
2001-01-29 18:22:42 14NNdC-000072-00 == gwarnagiris@babcockbrown.com
R=smarthost defer (-1): lookup of host “yes” failed in smarthost router
2001-01-29 18:22:42 14NNdC-000073-00 == postmaster@babcockbrown.com
R=smarthost defer (-1): lookup of host “yes” failed in smarthost router
2001-01-29 18:22:42 14NNdC-000073-00 Frozen
2001-01-29 18:22:42 14NNdC-000076-00 <= <> R=14NNdC-000072-00 U=mail P=local
S=678
2001-01-29 18:22:42 14NNdC-000072-00 Frozen
2001-01-29 18:22:43 14NNdC-000076-00 == postmaster@babcockbrown.com
R=smarthost defer (-1): lookup of host “yes” failed in smarthost router
2001-01-29 18:22:43 14NNdC-000076-00 Frozen

7

I am now able to create error free requests with the web interface.
Unfortunately, I am still unable to create a request via email. Also, queue
admin email notifications are not sent to me. Here is part of the Exim
error logs:

2001-01-29 18:22:42 14NNdC-000070-00 <= rt@babcockbrown.com U=rt P=local
S=1133
2001-01-29 18:22:42 14NNdC-000070-00 == cheryls@babcockbrown.com R=smarthost
defer (-1): lookup of host “yes” failed in smarthost router

Wellum, as usual the error message is of great help, especially
since you sent your exim.conf. It’s not an RT problem (any
more), it’s an exim config problem. I don’t think mail works at
all on your machine, right?

The line

route_list = "* yes bydns_a"

is a smarthost rule that indicates that all mail not local is to
be sent to the IP address found in the DNS “A” record of a host
named “yes”.

I don’t suppose that was the intention :slight_smile: I suppose that the
Debian setup script question was a little obscure when it asked
for the smarthost to which send the mail, and you thought it was
asking if there was a smarthost . . .

The first argument is the pattern for the domains using this
rule. * means “all domains use the following rule”.

The second argument is the immediate TCP/SMTP destination
for mail to the domains that match the pattern in the first
argument.

The third argument is the manner in which to interpret the
second argument. Possible arguments are byname (second argument
is a literal IP address without brackets, otherwise, use
gethostbyname to get the IP address), bydns (use DNS MX and
A records), bydns_a (use DNS A records only), and bydns_mx
(use DNS MX records only). All this is in the excellent Exim
reference manual “Specification of the Exim Mail Transfer
Agent”, of course.

Suggest you change the line to fit your needs :slight_smile:

#include <std_disclaim.h> Lorens Kockum

8

Hi

I sucessfully installed WebRT and can also use the Web UI, however, when
sending mails to it which get pulled down
via Fetchmail from an Exchange Server, the following error message appears
as a non-delivery report

The original message was received at Tue, 10 Jul 2001 22:42:03 +0200 from
localhost with id f6AKg0I01292

----- The following addresses had permanent fatal errors -----
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”
(reason: 13)
(expanded from: helpdesk-germany)

----- Transcript of session follows -----
Can’t locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
/opt/rt2/lib/RT/Interface/Email.pm line 81. BEGIN failed–compilation
aborted at /opt/rt2/lib/RT/Interface/Email.pm line 81. Compilation failed in
require at /opt/rt2/bin/rt-mailgate line 18. BEGIN failed–compilation
aborted at /opt/rt2/bin/rt-mailgate line 18. 554 5.3.0
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”… unknown mailer
error 13

Any ideas ?

Thanks
Lars-----Ursprüngliche Nachricht-----
Von: Bas Toonk [mailto:Bas@Toonk.nl]
Gesendet: Dienstag, 10. Juli 2001 22:49
An: rt-users@lists.fsck.com
Betreff: [rt-users] Priority ?

Hi,

How does Priority works ?
What is it exactly ?

has it something to do with Due ?
I have a created a queue with a due in 5 days.
But wat can i do with priority ?

PS: Great application!!!

-Bas Toonk

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

9

I’ll bet fetchmail is clobbering the setgid bit on the rt-mailgateOn Tue, Jul 10, 2001 at 11:16:54PM +0200, Leuchter, Lars wrote:

Hi

I sucessfully installed WebRT and can also use the Web UI, however, when
sending mails to it which get pulled down
via Fetchmail from an Exchange Server, the following error message appears
as a non-delivery report

The original message was received at Tue, 10 Jul 2001 22:42:03 +0200 from
localhost with id f6AKg0I01292

----- The following addresses had permanent fatal errors -----
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”
(reason: 13)
(expanded from: helpdesk-germany)

----- Transcript of session follows -----
Can’t locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
/opt/rt2/lib/RT/Interface/Email.pm line 81. BEGIN failed–compilation
aborted at /opt/rt2/lib/RT/Interface/Email.pm line 81. Compilation failed in
require at /opt/rt2/bin/rt-mailgate line 18. BEGIN failed–compilation
aborted at /opt/rt2/bin/rt-mailgate line 18. 554 5.3.0
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”… unknown mailer
error 13

Any ideas ?

Thanks
Lars

-----Ursprüngliche Nachricht-----
Von: Bas Toonk [mailto:Bas@Toonk.nl]
Gesendet: Dienstag, 10. Juli 2001 22:49
An: rt-users@lists.fsck.com
Betreff: [rt-users] Priority ?

Hi,

How does Priority works ?
What is it exactly ?

has it something to do with Due ?
I have a created a queue with a due in 5 days.
But wat can i do with priority ?

PS: Great application!!!

-Bas Toonk

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

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

jesse reed vincent – root@eruditorum.org – jesse@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.

10

I’ll bet this is the same problem other folks have been running into
with sendmail 8.11. I’d greatly appreciate it if someone could
read enough of the sendmail 8.11 documentation to figure out why sendmail
clobbers the setgid bit on things it executes.

    -jOn Wed, Jul 11, 2001 at 08:17:31AM +0200, Leuchter, Lars wrote:

I tried to send locally on the box to the recipient with the same result:

The original message was received at Wed, 11 Jul 2001 08:15:28 +0200 from
root@localhost

----- The following addresses had permanent fatal errors -----
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”
(reason: 13)
(expanded from: helpdesk-germany@localhost)

----- Transcript of session follows -----
Can’t locate config.pm in @INC (@INC contains: /opt/rt2/etc /opt/rt2/lib
/usr/local/lib/perl5/5.6.1/i686-linux /usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
/opt/rt2/lib/RT/Interface/Email.pm line 81. BEGIN failed–compilation
aborted at /opt/rt2/lib/RT/Interface/Email.pm line 81. Compilation failed in
require at /opt/rt2/bin/rt-mailgate line 18. BEGIN failed–compilation
aborted at /opt/rt2/bin/rt-mailgate line 18. 554 5.3.0
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”… unknown mailer
error 13

-----Ursprüngliche Nachricht-----
Von: Jesse [mailto:jesse@fsck.com]
Gesendet: Mittwoch, 11. Juli 2001 03:02
An: Leuchter, Lars
Cc: rt-users@lists.fsck.com
Betreff: Re: [rt-users] Mail Problem

I’ll bet fetchmail is clobbering the setgid bit on the rt-mailgate

On Tue, Jul 10, 2001 at 11:16:54PM +0200, Leuchter, Lars wrote:

Hi

I sucessfully installed WebRT and can also use the Web UI, however,
when sending mails to it which get pulled down via Fetchmail from an
Exchange Server, the following error message appears as a non-delivery
report

The original message was received at Tue, 10 Jul 2001 22:42:03 +0200 from
localhost with id f6AKg0I01292

----- The following addresses had permanent fatal errors -----
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”
(reason: 13)
(expanded from: helpdesk-germany)

----- Transcript of session follows -----
Can’t locate config.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux
/usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
/opt/rt2/lib/RT/Interface/Email.pm line 81. BEGIN failed–compilation
aborted at /opt/rt2/lib/RT/Interface/Email.pm line 81. Compilation failed
in
require at /opt/rt2/bin/rt-mailgate line 18. BEGIN failed–compilation
aborted at /opt/rt2/bin/rt-mailgate line 18. 554 5.3.0
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”… unknown
mailer
error 13

Any ideas ?

Thanks
Lars

-----Ursprüngliche Nachricht-----
Von: Bas Toonk [mailto:Bas@Toonk.nl]
Gesendet: Dienstag, 10. Juli 2001 22:49
An: rt-users@lists.fsck.com
Betreff: [rt-users] Priority ?

Hi,

How does Priority works ?
What is it exactly ?

has it something to do with Due ?
I have a created a queue with a due in 5 days.
But wat can i do with priority ?

PS: Great application!!!

-Bas Toonk

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

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

–
jesse reed vincent – root@eruditorum.org – jesse@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.

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

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

Gur SOV jnagf gb znxr guvf fvt vyyrtny.

11

I know folks have it running fine with postfix and exim and that “older”
versions of sendmail were just fine. It’s my understanding that 8.11 added
some new 'security features’On Wed, Jul 11, 2001 at 06:28:54PM +0200, Leuchter, Lars wrote:

Which version of sendmail is certified to run properly, I don´t care which
sendmail version I am running as it´s no public box… any thoughts ?

-----Ursprüngliche Nachricht-----
Von: Jesse [mailto:jesse@fsck.com]
Gesendet: Mittwoch, 11. Juli 2001 18:18
An: Leuchter, Lars
Cc: rt-users@lists.fsck.com
Betreff: Re: [rt-users] Mail Problem

I’ll bet this is the same problem other folks have been running into with
sendmail 8.11. I’d greatly appreciate it if someone could
read enough of the sendmail 8.11 documentation to figure out why sendmail
clobbers the setgid bit on things it executes.

    -j

On Wed, Jul 11, 2001 at 08:17:31AM +0200, Leuchter, Lars wrote:

I tried to send locally on the box to the recipient with the same
result:

The original message was received at Wed, 11 Jul 2001 08:15:28 +0200
from root@localhost

----- The following addresses had permanent fatal errors -----
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”
(reason: 13)
(expanded from: helpdesk-germany@localhost)

----- Transcript of session follows -----
Can’t locate config.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux
/usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .) at
/opt/rt2/lib/RT/Interface/Email.pm line 81. BEGIN failed–compilation
aborted at /opt/rt2/lib/RT/Interface/Email.pm line 81. Compilation failed
in
require at /opt/rt2/bin/rt-mailgate line 18. BEGIN failed–compilation
aborted at /opt/rt2/bin/rt-mailgate line 18. 554 5.3.0
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”… unknown
mailer
error 13

-----Ursprüngliche Nachricht-----
Von: Jesse [mailto:jesse@fsck.com]
Gesendet: Mittwoch, 11. Juli 2001 03:02
An: Leuchter, Lars
Cc: rt-users@lists.fsck.com
Betreff: Re: [rt-users] Mail Problem

I’ll bet fetchmail is clobbering the setgid bit on the rt-mailgate

On Tue, Jul 10, 2001 at 11:16:54PM +0200, Leuchter, Lars wrote:

Hi

I sucessfully installed WebRT and can also use the Web UI, however,
when sending mails to it which get pulled down via Fetchmail from an
Exchange Server, the following error message appears as a non-delivery
report

–

The original message was received at Tue, 10 Jul 2001 22:42:03 +0200
from
localhost with id f6AKg0I01292

----- The following addresses had permanent fatal errors -----
“|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”
(reason: 13)
(expanded from: helpdesk-germany)

----- Transcript of session follows -----
Can’t locate config.pm in @INC (@INC contains: /opt/rt2/etc
/opt/rt2/lib /usr/local/lib/perl5/5.6.1/i686-linux
/usr/local/lib/perl5/5.6.1
/usr/local/lib/perl5/site_perl/5.6.1/i686-linux
/usr/local/lib/perl5/site_perl/5.6.1
/usr/local/lib/perl5/site_perl/5.6.0/i686-linux
/usr/local/lib/perl5/site_perl/5.6.0 /usr/local/lib/perl5/site_perl .)
at
/opt/rt2/lib/RT/Interface/Email.pm line 81. BEGIN failed–compilation
aborted at /opt/rt2/lib/RT/Interface/Email.pm line 81. Compilation
failed
in
require at /opt/rt2/bin/rt-mailgate line 18. BEGIN
failed–compilation aborted at /opt/rt2/bin/rt-mailgate line 18. 554
5.3.0 “|/opt/rt2/bin/rt-mailgate --queue EA --action correspond”…
unknown
mailer
error 13

Any ideas ?

Thanks
Lars

-----Ursprüngliche Nachricht-----
Von: Bas Toonk [mailto:Bas@Toonk.nl]
Gesendet: Dienstag, 10. Juli 2001 22:49
An: rt-users@lists.fsck.com
Betreff: [rt-users] Priority ?

Hi,

How does Priority works ?
What is it exactly ?

has it something to do with Due ?
I have a created a queue with a due in 5 days.
But wat can i do with priority ?

PS: Great application!!!

-Bas Toonk

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

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

–
jesse reed vincent – root@eruditorum.org – jesse@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.

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

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

Gur SOV jnagf gb znxr guvf fvt vyyrtny.

jesse reed vincent – root@eruditorum.org – jesse@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 Tibbetts

12

I’ll bet this is the same problem other folks have been running into
with sendmail 8.11. I’d greatly appreciate it if someone could
read enough of the sendmail 8.11 documentation to figure out why sendmail
clobbers the setgid bit on things it executes.

Just a general solution to the problem:

If you setup the alias to deliver to the RT user, and use that
user’s procmail or forward file to dispatch it from there, there
should be no setuid/setgid problems. That’s what’s done on
qmail, which IIRC won’t of itself deliver to a set.id program.

I like the way this ensures that the stdin of the script when
executed with proper uid/gid is coming from the MTA with
well-defined command-line options and not from a malicious
local user. I don’t suppose it’s a problem for this particular
application, but I’m paranoid and I like good habits.

On exim I set up a specific transport for mails to RT, and
specified the user/group in there, but that’s exim :slight_smile:

#include <std_disclaim.h> Lorens Kockum