Monitoring email queues

Hello-

I am setting up RT on a Windows 2000 server understand that I can configure
things so that my users can send an email to specific account – say
support@novasyshealth.com – and their email can be turned into a ticket
automatically. Is this correct? And if so, where is documentation showing
me how to set things up. I’ve been coding for 20 years but am new to system
administration, so please excuse my ignorance about this. Thanks for any
help you can provide.

Greg Lindstrom (501) 975-4859
NovaSys Health greg.lindstrom@novasyshealth.com

“We are the music makers, and we are the dreamers of dreams” W.W.



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What you’ll likely want to do is this. Build RT with a local
mailhandler to handle mail to an rt subdomain, say
rt.novasyshealth.com. Make sure that your internal network know how to
get there (ie, DNS). Then configure a mailing list (not a
forward…Cc’s aren’t preserved) in Exchange for each RT queue. We use
department.rt@domain.com for our departmental queues, and a different
standard for escalation queues…it’s worth putting some thought into
that.

So, for your mailing list, department.rt@domain.com, have one member,
department.rt@rt.domain.com. This will go to the mail handler on your
local RT box that you’ve configured according to the documentation, and
you’re set.

rickOn Wed, 2004-08-18 at 06:01, Greg Lindstrom wrote:

Hello-

I am setting up RT on a Windows 2000 server understand that I can configure
things so that my users can send an email to specific account – say
support@novasyshealth.com – and their email can be turned into a ticket
automatically. Is this correct? And if so, where is documentation showing
me how to set things up. I’ve been coding for 20 years but am new to system
administration, so please excuse my ignorance about this. Thanks for any
help you can provide.

Greg Lindstrom (501) 975-4859
NovaSys Health greg.lindstrom@novasyshealth.com

“We are the music makers, and we are the dreamers of dreams” W.W.



This email and any attachments to it are privileged and confidential and are
intended solely for use of the individual or entity to which they are
addressed. If the reader of this message is not the intended recipient, any
use, distribution, or copying of this communication, or disclosure of all or
any part of its content to any other person, is strictly prohibited. If you
have received this communication in error, please notify the sender by
replying to this message and destroy this message and delete any copies held
in your electronic files. Thank you.




http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com
Rick Rezinas
Unix Systems Administrator
Qsent, Inc.