Mailgate is suddenly antisocial

Something changed in our network in the last day or so, or at least that is my suspicion. Following , it has been possible to create a ticket through the web interface, but not through the email interface.

The box running RT can still send email OK, so if you create a ticket through the web interface, email goes out to queue watchers, and I think when you reply to a ticket, email goes out for that as well.

The network guys found it was no longer possible to telnet to port 25 (the SMTP port) on our RT box, although if you ssh directly to the RT box and do telnet localhost 25, that would work! But even from there, telnet rt.company.com 25 still wouldn’t.

One of the network guys did…something…and it is now once again possible to telnet to port 25. And in fact, I can send email to one of our RT addresses while tailing /var/log/mail.log, and I can see postfix is picking up the message.

What ISN’T happening is it’s still not obeying the rule in /etc/aliases that wants to send email for that address into the rt-mailgate program…UNLESS you send the email from the RT box itself!!

This works:

rtbox$ echo “trying to send email from within rt box from command line” | mail -s “the call is coming from inside the house” Webrequest

This doesn’t:

otherbox$ echo “trying to send email from elsewhere” | mail -s “emailing from elsewhere” webrequest@rt.company.com

Here is the line in /etc/aliases:

webrequest: “|/opt/rt4/bin/rt-mailgate --debug --queue webrequest --action correspond --url https://rt.company.com/rt/ >>/var/log/cronjobs/mailgate.log 2>&1”

I’ve also changed the line to just forward email to my work address, and same thing…that only works if the email is being sent from the RT box itself as above.

This was all working fine for many months, until maybe sometime Wednesday night. Has anyone else seen something like this?
Kendric Beachey

CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.

Just to close the loop, our sysadmin guys had made some change that caused this to happen. They managed to fix it, although they haven’t shared with me what was going on or how they fixed it. Oh well!
Kendric-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Beachey, Kendric
Sent: Friday, March 14, 2014 9:55 AM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] mailgate is suddenly antisocial

Something changed in our network in the last day or so, or at least that is my suspicion. Following , it has been possible to create a ticket through the web interface, but not through the email interface.

The box running RT can still send email OK, so if you create a ticket through the web interface, email goes out to queue watchers, and I think when you reply to a ticket, email goes out for that as well.

The network guys found it was no longer possible to telnet to port 25 (the SMTP port) on our RT box, although if you ssh directly to the RT box and do telnet localhost 25, that would work! But even from there, telnet rt.company.com 25 still wouldn’t.

One of the network guys did…something…and it is now once again possible to telnet to port 25. And in fact, I can send email to one of our RT addresses while tailing /var/log/mail.log, and I can see postfix is picking up the message.

What ISN’T happening is it’s still not obeying the rule in /etc/aliases that wants to send email for that address into the rt-mailgate program…UNLESS you send the email from the RT box itself!!

This works:

rtbox$ echo “trying to send email from within rt box from command line” | mail -s “the call is coming from inside the house” Webrequest

This doesn’t:

otherbox$ echo “trying to send email from elsewhere” | mail -s “emailing from elsewhere” webrequest@rt.company.com

Here is the line in /etc/aliases:

webrequest: “|/opt/rt4/bin/rt-mailgate --debug --queue webrequest --action correspond --url https://rt.company.com/rt/ >>/var/log/cronjobs/mailgate.log 2>&1”

I’ve also changed the line to just forward email to my work address, and same thing…that only works if the email is being sent from the RT box itself as above.

This was all working fine for many months, until maybe sometime Wednesday night. Has anyone else seen something like this?
Kendric Beachey

CONFIDENTIALITY NOTICE: This email and any attachments are for the sole use of the intended recipient(s) and contain information that may be confidential and/or legally privileged. If you have received this email in error, please notify the sender by reply email and delete the message. Any disclosure, copying, distribution or use of this communication (including attachments) by someone other than the intended recipient is prohibited. Thank you.

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