Rt-mailgate in lab environment stopped working

RT Users
1

I’ve been beating my head against this for days now and can’t figure this out. I original had (as much as possible) a clone of our production environment in a lab. I reached a point where I was forced to re-IP the lab environment which went well. Now, rt-mailgate simply doesn’t work. Outbound mail does work (postfix). If I use the /etc/aliases file for commands like I usually to, fetchmail attempts to contact an SMTP server for local delivery. If I actually embed the rt-mailgate command inside fetchmailrc I now get “http request failed: 500 can’t connect to SERVER:80. Web server logs may have more info”. I can’t find anything.

I’ve put in a new mail server to see if that was the issue, but I simply cannot get the lab server to pick up mail anymore. As far as I can tell, DNS is functioning properly. What am I missing?

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.commailto:hd-general@qvii.com
To report email issues: postmaster@qvii.commailto:postmaster@qvii.com

2

Hi,

Stephen Cena asked:

  • I’ve been beating my head against this for days now and can’t figure this
    out. I original had

  • (as much as possible) a clone of our production environment in a lab. I
    reached a point

  • where I was forced to re-IP the lab environment which went well. Now,
    rt-mailgate

  • simply doesn’t work. Outbound mail does work (postfix). If I use the
    /etc/aliases file for

  • commands like I usually to, fetchmail attempts to contact an SMTP server
    for local

  • delivery. If I actually embed the rt-mailgate command inside fetchmailrc
    I now get

  • “http request failed: 500 can’t connect to SERVER:80. Web server logs may
    have more

  • info”. I can’t find anything.

Well, that error message is pretty clear – when fetchmail tries to spawn
rt-mailgate, that process can’t connect to RT.

You should replace SERVER:80 in your fetchmailrc with the URL you’re using
to connect to RT in your browser.

HTH,

Thoomas

smime.p7s (4.93 KB)

3

Thomas - You are correct. It wouldn’t be so bad if the RT site wasn’t working. If I use the exact same address I use for the web server in the rt-mailgate scripts it fails. If I put that address into a web browser, I can use the system as expected. I’m trying to figure out what the “disconnect” is now between rt-mailgate and the server.

Well, that error message is pretty clear ? when fetchmail tries to spawn rt-mailgate, that process can?t connect to RT.

You should replace SERVER:80 in your fetchmailrc with the URL you?re using to connect to RT in your browser.

HTH,

Thoomas

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4

Ok; I figured out what it is but I don’t know why.

“Time Management for System Administrators” - page 30 “Some general advice” - #7 - “The strangest problems often turn out to be misconfigured DNS.”

If I use the IP address for the server versus the FQDN, tickets flow in perfectly. If I use the FQDN of the server, it breaks.

It’s bizarre: DNS appears to be functioning properly in the test environment, but clearly based on this discovery it isn’t.

I’ll consider this “solved” as this is more than likely my own d#mn fault.

Stephen Cena
Senior Systems Administrator
Quality Vision International, Inc.
Phone: (585) 544-0450 x300
To notify helpdesk: http://helpdesk.ogp.qvii.com or email: hd-general@qvii.com
To report email issues: postmaster@qvii.com