RT 3.2.2 and Sendmail

RT Users
1

Hello. I’ve recently installed RT 3.2.2 on our development server. I’m
attempting to set up the mailgate, but I’ve run into problems. First,
sending a comment from the web form that should trigger an e-mail throws
the following error:

Feb 1 11:52:02 webdev2 RT:
rt-3.2.2-6-21-6.8.11962446070687@cecom.comCould not send mail. -No
such file or directory at /usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm
line 250.\n\nStack:\n
[/usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm:250]\n
[/usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm:102]\n
[/usr/local/rt-3.2.2/lib/RT/ScripAction_Overlay.pm:225]\n
[/usr/local/rt-3.2.2/lib/RT/Scrip_Overlay.pm:497]\n
[/usr/local/rt-3.2.2/lib/RT/Scrips_Overlay.pm:188]\n
[/usr/local/rt-3.2.2/lib/RT/Transaction_Overlay.pm:154]\n
[/usr/local/rt-3.2.2/lib/RT/Ticket_Overlay.pm:3707]\n
[/usr/local/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2527]\n
[/usr/local/rt-3.2.2/lib/RT/Ticket_Overlay.pm:2460]\n
[/usr/local/rt-3.2.2/lib/RT/Interface/Web.pm:432]\n
[/usr/local/rt-3.2.2/share/html/Ticket/Display.html:134]\n
[/usr/local/rt-3.2.2/share/html/Ticket/Update.html:200]\n
[/usr/local/rt-3.2.2/share/html/autohandler:221]\n
(/usr/local/rt-3.2.2/lib/RT/Action/SendEmail.pm:255)\n

The offending line refers to $RT::SendmailPath, which I have set to the
following in RT_SiteConfig.pm

Set($SendmailPath , “/usr/lib/sendmail”);

That is the real path of our sendmail binary, with the permissions set
correctly (executeable by all):

ls -la /usr/lib/sendmail

-r-sr-xr-x 1 root bin 761388 Sep 24 2003 /usr/lib/sendmail

file /usr/lib/sendmail

/usr/lib/sendmail: ELF 32-bit MSB executable SPARC Version 1,
dynamically linked, stripped

Is there something I’m doing wrong? Any help would be appreciated. Thanks!

J. Rashaad Jackson
Web System Administrator
Campbell-Ewald
586.558.7107

2

Type “which sendmail”, to see what your sendmail path is.

Then type that path in your your variable in your
/rtinstalldir/etc/RT_SiteConfig.pm

e.g.: for me (FreeBSD 4.11) it’s /usr/sbin/sendmail

which sendmail

/usr/sbin/sendmail

3

My sendmail path is as follows:

ls -la /usr/lib/sendmail

-r-sr-xr-x 1 root bin 761388 Sep 24 2003 /usr/lib/sendmail

file /usr/lib/sendmail

/usr/lib/sendmail: ELF 32-bit MSB executable SPARC Version 1,
dynamically linked, stripped

Which is what it’s set to in my RT_SiteConfig.pm

grep “/usr/lib/sendmail” /usr/local/rt/etc/RT_SiteConfig.pm

Set($SendmailPath , “/usr/lib/sendmail”);

And still I get this error. Any other ideas?

Mike Patterson wrote:

Type “which sendmail”, to see what your sendmail path is.

Then type that path in your your variable in your
/rtinstalldir/etc/RT_SiteConfig.pm

e.g.: for me (FreeBSD 4.11) it’s /usr/sbin/sendmail

which sendmail

/usr/sbin/sendmail

J. Rashaad Jackson
Web System Administrator
Campbell-Ewald
586.558.7107

jjackson.vcf (299 Bytes)

4

May be user under which apache is running still has no right to read
/usr/lib?

try next:
sudo -u apache /usr/lib/sendmail

I hope you did restart apache after config changes.

J. Rashaad Jackson wrote:

5

Hello,

I’ve upgrade our RT from 3.2.2 to 3.4.0 as describe in README.
And now in SelfService, when a user want to open a ticket, there is no
Queue in drop menu juste Queue(). But when I give “Let the user be
granted rights” and he access to / all the Queue he can see are in the
"Quick search" and the “Quick tiket creation” and in “New ticket”.

This thing does not happened in 3.2.2.

Any idea ?

Hugues

6

Hugues Lepesant wrote:

Hello,

I’ve upgrade our RT from 3.2.2 to 3.4.0 as describe in README.
And now in SelfService, when a user want to open a ticket, there is no
Queue in drop menu juste Queue(). But when I give “Let the user be
granted rights” and he access to / all the Queue he can see are in the
“Quick search” and the “Quick tiket creation” and in “New ticket”.

This thing does not happened in 3.2.2.

Any idea ?
Your unpriveleged users should have SeeQueue and CreateTicket rights for
queues you want.

7

These three lines from our RT_Siteconfig.pm work fine.

$MailCommand=“sendmail”;
$SendmailPath="/usr/lib/sendmail";
$SendmailArguments="-oi -t";

check you have all three in yours as the options line is usually fairly
important.

8

Hello,

I’ve upgrade our RT from 3.2.2 to 3.4.0 as describe in README.
And now in SelfService, when a user want to open a ticket, there is no
Queue in drop menu juste Queue().

There is no longer a dropdown. Part of the work of adding custom field
support to 3.4.0 changed the workflow. So now you pick “New Ticket”,
pick a queue and then get the queue specific template.

Jesse
9

I am about to upgrade from 3.2.2 to 3.4 on Mandrake 10
MySQL 4.0.18
Perl 5.8
Apache 2
fastCGI

I have a custom field (Applications) associated to a queue (Development).

The currect 3.2.2 Search page does not have the ability to search on that
custom field (Applications) at all.

Has 3.4 addressed the ability to search a queue specific custom field if
that queue is selected in the search criteria ?
If you set “Queue is development”, then the queue’s custom field shows ?

John Giles
TradeLink LLC
john@trdlnk.com

10

Need a little bit of config help on this one:

Going to need customers to logon to the web and open up their own tickets.

I give the customers unpriveleged access so all they can do is create and
look at ticket status.

Example, I have 2 queues; 1 for C1 and 1 for C2.

When I give the global rights for ‘unprivileged users’ to see queue C1
(and the same for C2), customers that are opening tickets in C2 can see C1
in the queue and open tickets in C1.

Can anyone shed some light on how to restrict C1 customers to queue C1 and
the same for C2.

Thanks in advance

Best Regards,
Ravin

11

Can anyone shed some light on how to restrict C1 customers to queue C1 and
the same for C2.

It’s not difficult. Start here. Request Tracker Wiki

Andy Harrison

12

Hi Andy, I have read the page that you suggested below, but I am still a
bit lost. If I explain the problem a little bit more, maybe you will
understand the problem better…

I have 2 customers, C1 and C2. I want to give both rights to open up
tickets and track their tickets…easily enough done.

The only way to do this is give everyone the rights to ‘SeeQueue’. This
means that when C2 goes to create a new ticket, they see C1 in the queue
as well.

That is the problem. I only want them to see their queue which is C2.
The same happens with C1, they see the Queue for C2 in the drop down menu
as well as their own…

is there any way around that?

Best Regards,
Ravin

13

Sure. Don’t use the global ‘SeeQueue’ permission. Instead, set the
‘User Rights’ or ‘Group Rights’ options in your queue configurations so
that each customer only has the permissions relevant to his own queues.

Mark Roedel
Web Programmer / Analyst
LeTourneau University-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of
ravin.mathoora@virtualaccess.com
Sent: Friday, February 04, 2005 2:59 AM
To: Andy Harrison
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Unprivileged users

Hi Andy, I have read the page that you suggested below, but I am still a
bit lost. If I explain the problem a little bit more, maybe you will
understand the problem better…

I have 2 customers, C1 and C2. I want to give both rights to open up
tickets and track their tickets…easily enough done.

The only way to do this is give everyone the rights to ‘SeeQueue’. This
means that when C2 goes to create a new ticket, they see C1 in the queue
as well.

That is the problem. I only want them to see their queue which is C2.
The same happens with C1, they see the Queue for C2 in the drop down
menu
as well as their own…

is there any way around that?

Best Regards,

14

Hello Everyone,

We at our company are currently testing RT, and I have run into the same
problem with unprivileged users and queue visiblity as Ravin below.
Mark’s suggestion is not perfect, because you can set Seequeue for
unprivileged users in general, so each unprivileged user will be able to
see all queues.
A workaround for this is to make all customers privileged users, because
for them you can set the visibility of each queue individually, but then
the user interface becomes unnecessary complicated for the customer.

Is there a way to assign the unprivileged users to groups somehow? That
would solve the problem.

Thanks for the help in advance.

Best Regard,

Robert Fekete,
AnaLogic Computers-----Original Message-----

Roedel, Mark MarkRoedel at letu.edu
mailto:rt-users%40lists.bestpractical.com?Subject=[rt-users]%20Unprivileged%20users&In-Reply-To=
//

Sure. Don’t use the global ‘SeeQueue’ permission. Instead, set the
‘User Rights’ or ‘Group Rights’ options in your queue configurations so
that each customer only has the permissions relevant to his own queues.

Mark Roedel
Web Programmer / Analyst
LeTourneau University

-----Original Message-----
ravin.mathoora at virtualaccess.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Sent: Friday, February 04, 2005 2:59 AM
To: Andy Harrison
Cc: rt-users at lists.bestpractical.com http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Subject: Re: [rt-users] Unprivileged users

Hi Andy, I have read the page that you suggested below, but I am still a
bit lost. If I explain the problem a little bit more, maybe you will
understand the problem better…

I have 2 customers, C1 and C2. I want to give both rights to open up
tickets and track their tickets…easily enough done.

The only way to do this is give everyone the rights to ‘SeeQueue’. This
means that when C2 goes to create a new ticket, they see C1 in the queue
as well.

That is the problem. I only want them to see their queue which is C2.
The same happens with C1, they see the Queue for C2 in the drop down
menu
as well as their own…

is there any way around that?

Best Regards,

Ravin

15

Hi Robert, in my situation, I have implemented a work around, where I name
the queues to something generic. So instead of using Customer 1 and Customer
2…I use a generic queue like ‘report a fault’ or ‘request an update’ or
‘request a change of config’…something generic that will apply to
all customers…but if you find a fix for the problem of assigning
customers to queues…PLEASE LET ME KNOW…as it will make life much
simplier for my team and I.

Thanks in advance.

Best Regards,
Ravin Mathoora-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Robert Fekete
Sent: 07 February 2005 16:09
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Unprivileged users

Hello Everyone,

We at our company are currently testing RT, and I have run into the same
problem with unprivileged users and queue visiblity as Ravin below.
Mark’s suggestion is not perfect, because you can set Seequeue for
unprivileged users in general, so each unprivileged user will be able to
see all queues.
A workaround for this is to make all customers privileged users, because
for them you can set the visibility of each queue individually, but then
the user interface becomes unnecessary complicated for the customer.

Is there a way to assign the unprivileged users to groups somehow? That
would solve the problem.

Thanks for the help in advance.

Best Regard,

Robert Fekete,
AnaLogic Computers

-----Original Message-----

Roedel, Mark MarkRoedel at letu.edu
<mailto:rt-users%40lists.bestpractical.com?Subject=[rt-users]%20Unprivil
eged%20users&In-Reply-To=>
//

Sure. Don’t use the global ‘SeeQueue’ permission. Instead, set the
‘User Rights’ or ‘Group Rights’ options in your queue configurations so
that each customer only has the permissions relevant to his own queues.

Mark Roedel
Web Programmer / Analyst
LeTourneau University

-----Original Message-----
ravin.mathoora at virtualaccess.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Sent: Friday, February 04, 2005 2:59 AM
To: Andy Harrison
Cc: rt-users at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Subject: Re: [rt-users] Unprivileged users

Hi Andy, I have read the page that you suggested below, but I am still a
bit lost. If I explain the problem a little bit more, maybe you will
understand the problem better…

I have 2 customers, C1 and C2. I want to give both rights to open up
tickets and track their tickets…easily enough done.

The only way to do this is give everyone the rights to ‘SeeQueue’. This
means that when C2 goes to create a new ticket, they see C1 in the queue
as well.

That is the problem. I only want them to see their queue which is C2.
The same happens with C1, they see the Queue for C2 in the drop down
menu
as well as their own…

is there any way around that?

Best Regards,

Ravin

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

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