Mail solutions

Terry_O_Leary · May 26, 2015, 2:24am

Hello,

My company has been using RT for years and has gone through a few upgrades. We are currently up to version 4.0.12. We also use fetchmail as our mailing solution to retrieve emails from our exchange 2010 servers. We have been encountering multiple ticket creation issues when email is only sent through fetchmail to RT. When creating tickets internally through RT there are no errors or multiple ticket issues. I am looking into a new mailing solution (Like getmail, etc) and wanted to get feedback from you all on what types of mailing solutions you are using. Any suggestions are appreciated.

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Jaye_Mathisen1 · May 26, 2015, 3:14am

Is there some reason you can’t just have your exchange server forward the
mail to RT and process it with rt-mailgate?

In general though, I would expect that if you’re sucking the mail from a
pop3 mailbox, and the mail is getting deleted from exchange it shouldn’t be
an issue with fetchmail.

I guess the other question would be is if the mail messages are getting
duplicated somehow (like via 2 different addresses) in the exchange
mailbox, so fetchmail is pulling down 2 copies of the message because
there’s 2 copies in the mailbox and dumping each into rt?From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] *On
Behalf Of *Terry O’Leary
Sent: Monday, May 25, 2015 7:24 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] mail solutions

Hello,

My company has been using RT for years and has gone through a few upgrades.
We are currently up to version 4.0.12. We also use fetchmail as our mailing
solution to retrieve emails from our exchange 2010 servers. We have been
encountering multiple ticket creation issues when email is only sent
through fetchmail to RT. When creating tickets internally through RT there
are no errors or multiple ticket issues. I am looking into a new mailing
solution (Like getmail, etc) and wanted to get feedback from you all on
what types of mailing solutions you are using. Any suggestions are
appreciated.

Thank You,

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This electronic message may contain information that is privileged,
confidential or otherwise protected from disclosure to anyone other than
its intended recipient(s). Any dissemination or use of this electronic
message or its contents by persons other than the intended recipient(s) is
strictly prohibited, and may be unlawful. If you have received this
electronic transmission in error, please reply immediately to the sender so
that we may correct our internal records, and then delete the original
message.

Terry_O_Leary · May 26, 2015, 6:18pm

We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn’t seem to be deleting the email from the inbox consistently. Sometimes it works and sometimes it doesn’t. I have gone the route of working with the Network Engineering team to see if there were any configuration changes or updates to exchange that may have done but came up with nothing. The emails get to their respective inboxes, then fetchmail (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.:

Here is an example:

poll imap.corp.test.com proto IMAP and port 143:

Team Queue

username team password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test --queue ‘Team Requests’ --action correspond”
username team-comments password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test --queue ‘Team Requests’ --action comment”

I know this isn’t a fetchmail forum, but any input would be gladly taken.

Thank You,
Terry O’LearyFrom: Jaye Mathisen [mailto:mrcpu@lilpantry.com]
Sent: Monday, May 25, 2015 11:15 PM
To: Terry O’Leary; rt-users@lists.bestpractical.com
Subject: RE: [rt-users] mail solutions

Is there some reason you can’t just have your exchange server forward the mail to RT and process it with rt-mailgate?

In general though, I would expect that if you’re sucking the mail from a pop3 mailbox, and the mail is getting deleted from exchange it shouldn’t be an issue with fetchmail.

I guess the other question would be is if the mail messages are getting duplicated somehow (like via 2 different addresses) in the exchange mailbox, so fetchmail is pulling down 2 copies of the message because there’s 2 copies in the mailbox and dumping each into rt?

From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Terry O’Leary
Sent: Monday, May 25, 2015 7:24 PM
To: rt-users@lists.bestpractical.com mailto:rt-users@lists.bestpractical.com
Subject: [rt-users] mail solutions

Hello,

My company has been using RT for years and has gone through a few upgrades. We are currently up to version 4.0.12. We also use fetchmail as our mailing solution to retrieve emails from our exchange 2010 servers. We have been encountering multiple ticket creation issues when email is only sent through fetchmail to RT. When creating tickets internally through RT there are no errors or multiple ticket issues. I am looking into a new mailing solution (Like getmail, etc) and wanted to get feedback from you all on what types of mailing solutions you are using. Any suggestions are appreciated.

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This electronic message may contain information that is privileged, confidential or otherwise protected from disclosure to anyone other than its intended recipient(s). Any dissemination or use of this electronic message or its contents by persons other than the intended recipient(s) is strictly prohibited, and may be unlawful. If you have received this electronic transmission in error, please reply immediately to the sender so that we may correct our internal records, and then delete the original message.

Jeremy_Mates1 · May 26, 2015, 6:33pm

Terry O’Leary toleary@wth.com

username team password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test --queue ‘Team Requests’ --action correspond”
username team-comments password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test --queue ‘Team Requests’ --action comment”

My fetchmailrc usually end up with a ‘nokeep’ to delete stuff.

Kenneth_Marshall · May 26, 2015, 6:57pm

We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn’t seem to be deleting the email from the inbox consistently. Sometimes it works and sometimes it doesn’t. I have gone the route of working with the Network Engineering team to see if there were any configuration changes or updates to exchange that may have done but came up with nothing. The emails get to their respective inboxes, then fetchmail (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.:

Here is an example:

poll imap.corp.test.com proto IMAP and port 143:

Team Queue

username team password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test --queue ‘Team Requests’ --action correspond”
username team-comments password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test --queue ‘Team Requests’ --action comment”

I know this isn’t a fetchmail forum, but any input would be gladly taken.

Thank You,
Terry O’Leary

Hi Terry,

What kind of locking are you using to prevent simultaneous access to a folder
from multiple fetchmail instances? 1 minute granularity in your crontab may
allow that to happen, then the second instance would re-process the messages
already processed before they were deleted.

Regards,
Ken

Todd_Wade · May 26, 2015, 6:56pm

We have 14 different queues so using fetchmail to manage the email
accounts is useful for us. But that is where the problem lies as well I
think. Fetchmail doesn’t seem to be deleting the email from the inbox
consistently… (I have running in a crontab every minute) executes to
pick up and send any emails to RT mailgate.:

I wonder if you’re just running it to frequently? Sounds like it may be
too much for fetchmail to churn through in 60 seconds, so it fires up
again before its done.

Is it critical you have fetchmail running once a minute? I’d try once
every 5 minutes, or wrap the call to fetchmail in something that checks
if it is already running before running it again.

Landon_Stewart1 · May 26, 2015, 8:06pm

We have 14 different queues so using fetchmail to manage the email accounts is useful for us. But that is where the problem lies as well I think. Fetchmail doesn’t seem to be deleting the email from the inbox consistently. Sometimes it works and sometimes it doesn’t. I have gone the route of working with the Network Engineering team to see if there were any configuration changes or updates to exchange that may have done but came up with nothing. The emails get to their respective inboxes, then fetchmail (I have running in a crontab every minute) executes to pick up and send any emails to RT mailgate.:

Here is an example:

poll imap.corp.test.com http://imap.corp.test.com/ proto IMAP and port 143:

Team Queue

username team password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test http://test/ --queue ‘Team Requests’ --action correspond”
username team-comments password 123456 mda “/opt/rt4/bin/rt-mailgate --url http://test http://test/ --queue ‘Team Requests’ --action comment”

I know this isn’t a fetchmail forum, but any input would be gladly taken.

Just in case you are - I wouldn’t cron it since you’ll get duplicate processes checking the mailbox at the same time which would account for duplicates. If you have to cron it though use flock to make sure more than one is never running at the same time:

/usr/bin/flock -n /tmp/fetchmail.lockfile /path/to/fetchmail -blahblahblah

I’m assuming you start fetchmail as a daemon instead of cron’d though. If you are running fetchmail as a daemon make sure you use --uidl when starting the daemon in the /etc/init.d (or equivalent) something like this:

/usr/bin/fetchmail --uidl -f /etc/fetchmail.conf

-U | --uidl

   (Keyword: uidl)
   Force UIDL use (effective only with POP3).  Force client-side tracking of  'newness'  of  messages
   (UIDL  stands  for  "unique  ID  listing"  and is described in RFC1939).  Use with 'keep' to use a
   mailbox as a baby news drop for a group of users. The fact  that  seen  messages  are  skipped  is
   logged,  unless  error  logging  is  done  through syslog while running in daemon mode.  Note that
   fetchmail may automatically enable this option depending on upstream  server  capabilities.   Note
   also  that  this option may be removed and forced enabled in a future fetchmail version. See also:
   —idfile.

Landon Stewart : lstewart@iweb.com
Lead Specialist, Abuse and Security Management
Spécialiste principal, gestion des abus et sécurité
http://iweb.com : +1 (888) 909-4932

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