RT Mailgate Parsing Problem

RT Users
1

Hello,

I have RT 3.0.4 setup and it appears to be working. I am using Apache 1
and FastCGI. I can bring up the web interface and log in just fine. I
have added both queues and users.

The problem is that the mailgateway doesn’t seem to be working. There
seems to be a problem with the gateway not parsing the message.
The rt.log shows these messages

[Fri Sep 12 20:14:12 2003] [debug]: Guessed encoding: ascii
(/local/rt/lib/RT/I1
8N.pm:351)
[Fri Sep 12 20:14:12 2003] [info]: rt-3.0.4-3-3.3.96735257099039@ITS
#3/3 - Sc
rip 2 (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Fri Sep 12 20:14:12 2003] [info]: rt-3.0.4-3-3.3.96735257099039@ITS
No recipients found. Not sending.
(/local/rt/lib/RT/Action/SendEmail.pm:257)
[Fri Sep 12 20:14:12 2003] [info]: rt-3.0.4-3-3.19.8930872651659@ITS
#3/3 - Sc
rip 3 (/local/rt/lib/RT/Action/SendEmail.pm:92)
[Fri Sep 12 20:14:12 2003] [info]: rt-3.0.4-3-3.19.8930872651659@ITS
No recipients found. Not sending.
(/local/rt/lib/RT/Action/SendEmail.pm:257)
[Fri Sep 12 20:14:12 2003] [info]: Ticket 3 created in queue ‘campus’ by
RT_Syst
em (/local/rt/lib/RT/Ticket_Overlay.pm:626)

When I look in the RT web interface a ticket is created but none of the
information from the e-mail is shown in the interface.

My Rt_SiteConfig.pm looks like this. I have not modified RT_Config.pm
from the way it comes in the distro.

$rtname the string that RT will look for in mail messages to

figure out what ticket a new piece of mail belongs to

Your domain name is recommended, so as not to pollute the namespace.

once you start using a given tag, you should probably never change it.

(otherwise, mail for existing tickets won’t get put in the right place

Set($rtname , “IRDB”);

You should set this to your organization’s DNS domain. For example,

fsck.com or asylum.arkham.ma.us. It’s used by the linking interface to

guarantee that ticket URIs are unique and easy to construct.

Set($Organization , “ITS”);

$user_passwd_min defines the minimum length for user passwords. Setting

it to 0 disables this check

Set($MinimumPasswordLength , “6”);

$Timezone is used to convert times entered by users into GMT and back

again

It should be set to a timezone recognized by your local unix box.

Set($Timezone , ‘US/Central’);

{{{ Incoming mail gateway configuration

RTAddressRegexp is used to make sure RT doesn’t add itself as a ticket

CC if

the setting above is enabled.

Set($RTAddressRegexp , ‘^rt@rh3.its.uiowa.edu$’);

RT provides functionality which allows the system to rewrite

incoming email addresses. In its simplest form,

you can substitute the value in CanonicalizeEmailAddressReplace

for the value in CanonicalizeEmailAddressMatch

(These values are passed to the CanonicalizeEmailAddress subroutine in

RT/User.pm)

By default, that routine performs a s/$Match/$Replace/gi on any

address passed to it

Set($CanonicalizeEmailAddressMatch , ‘rh3.its.uiowa.edu$’);
Set($CanonicalizeEmailAddressReplace , ‘rh3.its.uiowa.edu’);

{{{ Web interface configuration

Define the directory name to be used for images in rt web

documents.

If you’re putting the web ui somewhere other than at the root of

your server

$WebPath requires a leading / but no trailing /

Set($WebPath , “”);

This is the Scheme, server and port for constructing urls to webrt

$WebBaseURL doesn’t need a trailing /

This is the Scheme, server and port for constructing urls to webrt

$WebBaseURL doesn’t need a trailing /

Set($WebBaseURL , “http://rh3.its.uiowa.edu”);

{{{ Databse Setup

Password the DatabaseUser should use to access the database

Set($DatabasePassword , ‘############’);

1;

Anyone have any ideas.

Thanks
Jason

2

Hello,

I have RT 3.0.4 setup and it appears to be working. I am using Apache 1
and FastCGI. I can bring up the web interface and log in just fine. I
have added both queues and users.

The problem is that the mailgateway doesn’t seem to be working. There
seems to be a problem with the gateway not parsing the message.
The rt.log shows these messages

Can you replicate this issue with RT 3.0.5?

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.

3

I tested this on 3.0.5 and the same thing happened. Everything else works
just fine. I can enter tickets from the GUI and all the messages are sent
to the requester and the ticket is entered just fine.

But when I send messages to the queue I don’t get anything in the ticket.
The subject isn’t parsed and there is noting in the history

This is the only thing in the log

[Thu Sep 18 02:45:25 2003] [debug]: Guessed encoding: ascii
(/local/rt/lib/RT/I18N.pm:351)
[Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.14.813438369623@ITS #7/7

  • Scrip 2 (/local/rt/lib/RT/Action/SendEmail.pm:92)
    [Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.14.813438369623@ITS
    No recipients found. Not sending.
    (/local/rt/lib/RT/Action/SendEmail.pm:257)
    [Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.9.52013405946524@ITS
    #7/7 - Scrip 3 (/local/rt/lib/RT/Action/SendEmail.pm:92)
    [Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.9.52013405946524@ITS
    No recipients found. Not sending.
    (/local/rt/lib/RT/Action/SendEmail.pm:257)
    [Thu Sep 18 02:45:25 2003] [info]: Ticket 7 created in queue ‘campus’ by
    RT_System (/local/rt/lib/RT/Ticket_Overlay.pm:635)

Can you give me somewhere to start trying to debug this.

Thanks
Jason

4

Check your /var/log/maillog and see if it spits out errors and if you
get the status sent message.

MichaelFrom: Jason Alexander [mailto:lists@itsecurity3.its.uiowa.edu]
Posted At: Wednesday, September 17, 2003 10:51 PM
Posted To: RT
Conversation: [rt-users] RT Mailgate Parsing Problem
Subject: Re: [rt-users] RT Mailgate Parsing Problem

I tested this on 3.0.5 and the same thing happened. Everything else
works
just fine. I can enter tickets from the GUI and all the messages are
sent
to the requester and the ticket is entered just fine.

But when I send messages to the queue I don’t get anything in the
ticket.
The subject isn’t parsed and there is noting in the history

This is the only thing in the log

[Thu Sep 18 02:45:25 2003] [debug]: Guessed encoding: ascii
(/local/rt/lib/RT/I18N.pm:351)
[Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.14.813438369623@ITS
#7/7

  • Scrip 2 (/local/rt/lib/RT/Action/SendEmail.pm:92)
    [Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.14.813438369623@ITS
    No recipients found. Not sending.
    (/local/rt/lib/RT/Action/SendEmail.pm:257)
    [Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.9.52013405946524@ITS
    #7/7 - Scrip 3 (/local/rt/lib/RT/Action/SendEmail.pm:92)
    [Thu Sep 18 02:45:25 2003] [info]: rt-3.0.5-7-7.9.52013405946524@ITS
    No recipients found. Not sending.
    (/local/rt/lib/RT/Action/SendEmail.pm:257)
    [Thu Sep 18 02:45:25 2003] [info]: Ticket 7 created in queue ‘campus’ by
    RT_System (/local/rt/lib/RT/Ticket_Overlay.pm:635)

Can you give me somewhere to start trying to debug this.

Thanks
Jason

Hello,

I have RT 3.0.4 setup and it appears to be working. I am using
Apache 1
and FastCGI. I can bring up the web interface and log in just fine.
I
have added both queues and users.

The problem is that the mailgateway doesn’t seem to be working. There
seems to be a problem with the gateway not parsing the message.
The rt.log shows these messages

Can you replicate this issue with RT 3.0.5?

–
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rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

5

It appears to be working

Sep 17 21:45:25 rh3 sendmail[27451]: h8I2jOkS027450:
to=“|/local/rt/bin/rt-mailgate --queue campus --action correspond --url
http://rh3.its.uiowa.edu”, ctla
ddr=campus@rh3.its.uiowa.edu (8/0), delay=00:00:01, xdelay=00:00:01,
mailer=prog, pri=31163, dsn=2.0.0, stat=Sent

Jason

RT wrote:

6

It appears to be working

Sep 17 21:45:25 rh3 sendmail[27451]: h8I2jOkS027450:
to=“|/local/rt/bin/rt-mailgate --queue campus --action correspond --url
http://rh3.its.uiowa.edu”, ctla
ddr=campus@rh3.its.uiowa.edu (8/0), delay=00:00:01, xdelay=00:00:01,
mailer=prog, pri=31163, dsn=2.0.0, stat=Sent

Insert debugging statements into /local/rt/share/html/REST/1.0/NoAuth/mail-gateway.

Make sure you’re not running a buggy redhat modperl that truncates
POSTed content.

Try running a sniffer to make sure the content is being uploaded.

Turn on SQL statement logging in your database to see what it’s trying
to shove in.

Jason

RT wrote:

Check your /var/log/maillog and see if it spits out errors and if you
get the status sent message.

Michael

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.