Rt-mailgate couldn't find the queue when run by sendmail

RT Users
1

Hello,

I can not create tickets from e-mail, I get 2 bounces for each mail:

  1. RT couldn’t find the queue: General
  2. No permission to create tickets in the queue ‘’.

When I simulate sendmail running the rt-mailgate from the command line,
it works flawlessly: the queue is found and the ticket is created no
problem:

[root@corona root]#* sudo -u mail cat /tmp/testopen1 |
/opt/rt3/bin/rt-mailgate --debug --queue General --action correspond
--url http://localhost***
Connecting to http://localhost/REST/1.0/NoAuth/mail-gateway at
/opt/rt3/bin/rt-mailgate line 444, <> chunk 1.
ok
Ticket: 16
Queue: General
...

The web interface also works without a glitch.

BTW, when I specify a wrong queue in the /opt/rt3/bin/rt-mailgate
command above, the response is different – the error message and no
bounce mails are created.

Dear RT gurus, please help, I am officially stuck.What in the world
could be the difference between running from sendmail and running from
the command line?

Thanks in advance,
Alex

My system details:

RT-3.0.10, RTFM RTFM-2.0.4pre1
mod_fastcgi-2.4.0
perl v5.8.0 built for i386-linux-thread-multi
sendmail-8.12.8-9.80
MySQL 4.0.18
apache 2.0.40-8
RedHat 8.0
2

Alex wrote:

I can not create tickets from e-mail, I get 2 bounces for each mail:

  1. RT couldn’t find the queue: General
  2. No permission to create tickets in the queue ‘’.

When I simulate sendmail running the rt-mailgate from the command line,
it works flawlessly: the queue is found and the ticket is created no
problem:

What does your aliases file look like?
�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

3

[root@corona root]# tail /etc/aliases
ftpadmin: ftp
ftp-adm: ftp
ftp-admin: ftp

# trap decode to catch security attacks
decode:         root

rt-general: "|/opt/rt3/bin/rt-mailgate --queue General --action
correspond --url http://localhost/"

rt-general-internal: "|/opt/rt3/bin/rt-mailgate --queue General
--action comment --url http://localhost/"

Phil Homewood wrote:

4

[Please don’t copy me on replies. I do read the list…]

Alex wrote:

rt-general: “|/opt/rt3/bin/rt-mailgate --queue General --action
correspond --url http://localhost/”

rt-general-internal: “|/opt/rt3/bin/rt-mailgate --queue General
–action comment --url http://localhost/”

  1. RT couldn’t find the queue: General
  2. No permission to create tickets in the queue ‘’.

No idea, then. Enable some debugging logs in your RT config
and see if that sheds any light?

Incidentally, your test:

[root@corona root]#* sudo -u mail cat /tmp/testopen1 |
/opt/rt3/bin/rt-mailgate --debug --queue General --action correspond
–url http://localhost***

isn’t doing quite what you think it is (I think) – the “cat” is
running as user “mail”, but rt-mailgate is running as root. That
shouldn’t be related to the problem you’re seeing, however…

(and what’s with all the asterisks?)
�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

5

No idea, then. Enable some debugging logs in your RT config
and see if that sheds any light?

You mean, like in RT_SiteConfig.pm:

Set($LogToFile      , 'debug')

? The logging works, but nothing gets logged in this case.

Incidentally, your test:

[root@corona root]#* sudo -u mail cat /tmp/testopen1 |
/opt/rt3/bin/rt-mailgate --debug --queue General --action correspond
–url http://localhost***

isn’t doing quite what you think it is (I think) – the “cat” is
running as user “mail”, but rt-mailgate is running as root. That
shouldn’t be related to the problem you’re seeing, however…

Thanks for the tip. Will that do?

# sudo -u mail /opt/rt3/bin/rt-mailgate --debug --queue General
--action correspond --url http://localhost/ < /tmp/testopen1
Connecting to http://localhost//REST/1.0/NoAuth/mail-gateway at
/opt/rt3/bin/rt-mailgate line 444, <> chunk 1.
ok
Ticket: 24
Queue: General
Owner: Nobody

In the meantime I am trying to see if I can get going using fetchmail.

Phil Homewood wrote: