Not understanding initial email config :(


#1

Hi,

Im new to RT and am trying to configure a pilot system on FreeBSD, using RT 3.6.6. I want to get incoming mail to go to the general
queue (creating a new ticket) but from the documentation Im really not understanding how this is meant to work.

I have the RT server up and running on one server, and we have our live Exim SMTP running on another. On the RT box I have this in the
site config PM file:

Set($MailCommand , ‘sendmail’);
Set($SendmailArguments , “-bm – support@test.net”);
Set($SendmailPath, “/usr/local/sbin/exim”);

and on the Exim box I have installed the RT binaries so I have the rt-mailgate script and put this into the aliases file:

rt-general: “|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt3.test.net/

Is this really all I have to do?? So far it isnt working, but that doesnt surprise me much as I dont get how this can work :S
However this alias syntax is totally new to me and seems quite odd :S
I did see one or two things written about adding some special config into the exim MTA config file, but I dont really want to
have to modify my live exim MTA config just cos I want to add a new queue to RT.

Anyone that can help me out of my confusion would be greatly appreciated!

thanks in advance, Andy.


#2

Hi,

ok I have proven that I can successfully create a ticket remotely from the Exim server by cat’ing an email into rt-mailgate like this:

cat 1172082829.H159040P74283.mx.test.net |/usr/local/rt3/bin/rt-mailgate --queue General --action correspond --url http://rt3.test.net/

But still real email even if generated on the command line on the mail server isnt making it to RT… In my exim logs I see unroutable
address. Whats the recommended config here to make this work?

thanks Andy.----- Original Message -----
From: Andy Smith
To: rt-users@lists.bestpractical.com
Sent: Wednesday, May 28, 2008 6:43 PM
Subject: Not understanding initial email config :frowning:

Hi,

Im new to RT and am trying to configure a pilot system on FreeBSD, using RT 3.6.6. I want to get incoming mail to go to the general
queue (creating a new ticket) but from the documentation Im really not understanding how this is meant to work.

I have the RT server up and running on one server, and we have our live Exim SMTP running on another. On the RT box I have this in the
site config PM file:

Set($MailCommand , ‘sendmail’);
Set($SendmailArguments , “-bm – support@test.net”);
Set($SendmailPath, “/usr/local/sbin/exim”);

and on the Exim box I have installed the RT binaries so I have the rt-mailgate script and put this into the aliases file:

rt-general: “|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://rt3.test.net/

Is this really all I have to do?? So far it isnt working, but that doesnt surprise me much as I dont get how this can work :S
However this alias syntax is totally new to me and seems quite odd :S
I did see one or two things written about adding some special config into the exim MTA config file, but I dont really want to
have to modify my live exim MTA config just cos I want to add a new queue to RT.

Anyone that can help me out of my confusion would be greatly appreciated!

thanks in advance, Andy.


#3

Andy,
The email address has to be valid for it to get to RT. I am no guru
when it comes to email but woudn’t the emailer try to resolve the email
address and then look for the MX record for that address in DNS. If you
sent the email from the command line and your log shows that address as
unroutable then it can’t locate the domain in DNS. I am not sure if you
added it to a host table if that would get it to work. Your resolv.conf
would have to be setup to have the lookup order to include looking in
the host table.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

“Andy Smith” a.smith@ukgrid.net 5/28/2008 2:51 PM >>>
Hi,

ok I have proven that I can successfully create a ticket remotely
from the Exim server by cat’ing an email into rt-mailgate like this:

cat 1172082829.H159040P74283.mx.test.net
|/usr/local/rt3/bin/rt-mailgate --queue General --action correspond
–url http://rt3.test.net/

But still real email even if generated on the command line on the mail
server isnt making it to RT… In my exim logs I see unroutable
address. Whats the recommended config here to make this work?

thanks Andy.----- Original Message -----
From: Andy Smith
To: rt-users@lists.bestpractical.com
Sent: Wednesday, May 28, 2008 6:43 PM
Subject: Not understanding initial email config :frowning:

Hi,

Im new to RT and am trying to configure a pilot system on FreeBSD,
using RT 3.6.6. I want to get incoming mail to go to the general
queue (creating a new ticket) but from the documentation Im really
not understanding how this is meant to work.

I have the RT server up and running on one server, and we have our
live Exim SMTP running on another. On the RT box I have this in the
site config PM file:

Set($MailCommand , ‘sendmail’);
Set($SendmailArguments , “-bm – support@test.net”);
Set($SendmailPath, “/usr/local/sbin/exim”);

and on the Exim box I have installed the RT binaries so I have the
rt-mailgate script and put this into the aliases file:

rt-general: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://rt3.test.net/

Is this really all I have to do?? So far it isnt working, but that
doesnt surprise me much as I dont get how this can work :S
However this alias syntax is totally new to me and seems quite odd :S

I did see one or two things written about adding some special config
into the exim MTA config file, but I dont really want to
have to modify my live exim MTA config just cos I want to add a new
queue to RT.

Anyone that can help me out of my confusion would be greatly
appreciated!

thanks in advance, Andy.


#4

Hi John,

Ok, so I added a mailbox for the user rt-general, but as I suspected now
when I send mail it just goes into
the mailspool area and sits in the “new” folder waiting for someone to read
it. I cant understand how the alias
file is meant to be actioned (ie the piped command)

thanks Andy.----- Original Message -----
From: “John BORIS” jboris@adphila.org
To: rt-users@lists.bestpractical.com; “Andy Smith” a.smith@ukgrid.net
Sent: Wednesday, May 28, 2008 9:02 PM
Subject: Re: [rt-users] Not understanding initial email config :frowning:

Andy,
The email address has to be valid for it to get to RT. I am no guru
when it comes to email but woudn’t the emailer try to resolve the email
address and then look for the MX record for that address in DNS. If you
sent the email from the command line and your log shows that address as
unroutable then it can’t locate the domain in DNS. I am not sure if you
added it to a host table if that would get it to work. Your resolv.conf
would have to be setup to have the lookup order to include looking in
the host table.

John J. Boris, Sr.


#5

Ok,

Ive recieved this advise from some guys on the exim mailing list. I have to
update my Exim config
to get this to work…

http://lists.exim.org/lurker/message/20080528.191851.4e0c63fd.en.html

Is this the only way to achieve email integration with RT? Or are their
other methods that wouldnt
require modifying my Exim configuration?

thanks for any info!

cheers Andy.


#6

Thanks to all those who replied, I think fetchmail is a good alternative if
you don’t want to have to mess with
your MTA config.

Leading on from this, what permissions are necessary to set to allow
rt-mailgate to create tickets in the queues
and how can this be secured (simply without LDAP, spamassasin etc)? The
default behaviour is that you get
an error like:

not ok - Ticket creation failed: No permission to create tickets in the
queue ‘Email’ at /usr/local/rt3/bin/rt-mailgate
line 111, <> line 1.

Can I set this to only allow connections from localhost? I guess I can do
this via httpd.conf, is that the best method?

thanks! Andy.


#7

Make sure that the mail account that is getting the email is also a user in
rt

Greg Evans
Hood Canal Communications
(360) 898-2481 ext.212-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Andy Smith
Sent: Thursday, May 29, 2008 5:43 AM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Not understanding initial email config :frowning:

Thanks to all those who replied, I think fetchmail is a good alternative if
you don’t want to have to mess with
your MTA config.

Leading on from this, what permissions are necessary to set to allow
rt-mailgate to create tickets in the queues
and how can this be secured (simply without LDAP, spamassasin etc)? The
default behaviour is that you get
an error like:

not ok - Ticket creation failed: No permission to create tickets in the
queue ‘Email’ at /usr/local/rt3/bin/rt-mailgate
line 111, <> line 1.

Can I set this to only allow connections from localhost? I guess I can do
this via httpd.conf, is that the best method?

thanks! Andy.

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