Rt-mailgate problem with RT 3.0.8

Background:

Fresh install of FreeBSD 5.2
Fresh install of MySQL 4.0.17
Fresh install of Perl 5.8.2
Fresh install of RT 3.0.8

Created queue ‘Test’ and added the following lines to /etc/mail/aliases

-----------[Lines added to /etc/mail/aliases ]------------

helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/

-----------[End of /etc/mail/aliases snip]----------------

ran ‘queue# newaliases’ to set changes then -
ran ‘queue# apachectl graceful’ for changes to be recognized by apache -
just in case

When the mail I try to send to RT finally gets bounced all I get is the
following:

-----------[Bounced e-mail error]-------------------------

Delivery failed 20 attempts: helpdesk@queue.prl.ab.ca

-----------[End of Bounced e-mail error]------------------

Any help with this would be very much appreciated as I have been at this for
a while and haven’t made much progress for the last two days.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650

2 things you can check.

1-> Your alias should contain “–queue Test” instead of “–queue general”
2-> Verify that Everyone has permissions to create a Ticket. See
Configuration / Global / Group Rights.

SH-----Original Message-----
From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 22, 2004 1:27 PM
To: RT Users
Subject: [rt-users] rt-mailgate problem with RT 3.0.8

Background:

Fresh install of FreeBSD 5.2
Fresh install of MySQL 4.0.17
Fresh install of Perl 5.8.2
Fresh install of RT 3.0.8

Created queue ‘Test’ and added the following lines to /etc/mail/aliases

-----------[Lines added to /etc/mail/aliases ]------------

helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/

-----------[End of /etc/mail/aliases snip]----------------

ran ‘queue# newaliases’ to set changes then -
ran ‘queue# apachectl graceful’ for changes to be recognized by apache -
just in case

When the mail I try to send to RT finally gets bounced all I get is the
following:

-----------[Bounced e-mail error]-------------------------

Delivery failed 20 attempts: helpdesk@queue.prl.ab.ca

-----------[End of Bounced e-mail error]------------------

Any help with this would be very much appreciated as I have been at this for
a while and haven’t made much progress for the last two days.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650

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

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

I have added the following to my /etc/mail/aliases and once again ran
‘newaliases’ but still can’t seem to get the mail into RT.

-------------[ /etc/mail/aliases SNIP]----------------
helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/

help: “|/usr/local/rt3/bin/rt-mailgate --queue test --action
correspond --url http://queue.prl.ab.ca/
help-comment: “|/usr/local/rt3/bin/rt-mailgate --queue test --action
comment --url http://queue.prl.ab.ca/

-------------[ /etc/mail/aliases End of Snip]----------

Now the documentation seems a bit scant on this but I’m assuming you need
more ‘entry pairs’ in /etc/mail/aliases to accomodate more ‘queues’.

I have also given the Configuration → Global → Group Rights ‘System
Groups’ the following:

Everyone = Comment on Ticket, Create Ticket, Reply to Ticket, See Queue.
Unpriveledged = Create Ticket.

I’m thinking I should have things covered with those permissions but perhaps
have given too many rights to System Group ‘Everyone’.

Any pointers would be very much appreciated.

Dan-----Original Message-----
From: Scott Hebert [mailto:scott@cae.com]
Sent: January 22, 2004 11:55 AM
To: RT Users; ‘darmeneau@prl.ab.ca’
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8

2 things you can check.

1-> Your alias should contain “–queue Test” instead of “–queue general”
2-> Verify that Everyone has permissions to create a Ticket. See
Configuration / Global / Group Rights.

SH

-----Original Message-----
From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 22, 2004 1:27 PM
To: RT Users
Subject: [rt-users] rt-mailgate problem with RT 3.0.8

Background:

Fresh install of FreeBSD 5.2
Fresh install of MySQL 4.0.17
Fresh install of Perl 5.8.2
Fresh install of RT 3.0.8

Created queue ‘Test’ and added the following lines to /etc/mail/aliases

-----------[Lines added to /etc/mail/aliases ]------------

helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/

-----------[End of /etc/mail/aliases snip]----------------

ran ‘queue# newaliases’ to set changes then -
ran ‘queue# apachectl graceful’ for changes to be recognized by apache -
just in case

When the mail I try to send to RT finally gets bounced all I get is the
following:

-----------[Bounced e-mail error]-------------------------

Delivery failed 20 attempts: helpdesk@queue.prl.ab.ca

-----------[End of Bounced e-mail error]------------------

Any help with this would be very much appreciated as I have been at this for
a while and haven’t made much progress for the last two days.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650

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

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

I’m not sure if the Queue in your aliases file is case-senstive.

Does your --url parameter correspond to the root URL of RT. Can you login to
RT at http://queue.prl.ab.ca/ ?

Other than that, have you looked at any log files?

If it is not enabled, you can do so by setting this in your etc/RT_Config.pm
file:

Mail loops will generate a critical log message.

Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , undef);
Set($LogDir, ‘/path/to/rt3/var/log’);
Set($LogToFileNamed , “rt.log”); #log to rt.log

This should shed some light on what’s wrong.

SH-----Original Message-----
From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 22, 2004 2:59 PM
To: RT Users
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8

I have added the following to my /etc/mail/aliases and once again ran
‘newaliases’ but still can’t seem to get the mail into RT.

-------------[ /etc/mail/aliases SNIP]----------------
helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/

help: “|/usr/local/rt3/bin/rt-mailgate --queue test --action
correspond --url http://queue.prl.ab.ca/
help-comment: “|/usr/local/rt3/bin/rt-mailgate --queue test --action
comment --url http://queue.prl.ab.ca/

-------------[ /etc/mail/aliases End of Snip]----------

Now the documentation seems a bit scant on this but I’m assuming you need
more ‘entry pairs’ in /etc/mail/aliases to accomodate more ‘queues’.

I have also given the Configuration → Global → Group Rights ‘System
Groups’ the following:

Everyone = Comment on Ticket, Create Ticket, Reply to Ticket, See Queue.
Unpriveledged = Create Ticket.

I’m thinking I should have things covered with those permissions but perhaps
have given too many rights to System Group ‘Everyone’.

Any pointers would be very much appreciated.

Dan

-----Original Message-----
From: Scott Hebert [mailto:scott@cae.com]
Sent: January 22, 2004 11:55 AM
To: RT Users; ‘darmeneau@prl.ab.ca’
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8

2 things you can check.

1-> Your alias should contain “–queue Test” instead of “–queue general”
2-> Verify that Everyone has permissions to create a Ticket. See
Configuration / Global / Group Rights.

SH

-----Original Message-----
From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 22, 2004 1:27 PM
To: RT Users
Subject: [rt-users] rt-mailgate problem with RT 3.0.8

Background:

Fresh install of FreeBSD 5.2
Fresh install of MySQL 4.0.17
Fresh install of Perl 5.8.2
Fresh install of RT 3.0.8

Created queue ‘Test’ and added the following lines to /etc/mail/aliases

-----------[Lines added to /etc/mail/aliases ]------------

helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/

-----------[End of /etc/mail/aliases snip]----------------

ran ‘queue# newaliases’ to set changes then -
ran ‘queue# apachectl graceful’ for changes to be recognized by apache -
just in case

When the mail I try to send to RT finally gets bounced all I get is the
following:

-----------[Bounced e-mail error]-------------------------

Delivery failed 20 attempts: helpdesk@queue.prl.ab.ca

-----------[End of Bounced e-mail error]------------------

Any help with this would be very much appreciated as I have been at this for
a while and haven’t made much progress for the last two days.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650

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

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

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

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

The only thing that is showing up in my /var/mail/maillog is my ‘newaliases’
updates. I can send from RT and that shows up in /var/mail/maillog as
outgoing mail but precious little else. The Mail Server is an iMail machine
running on a Windows box.

On the local machine I’m using sendmail to handle everything with
sendmailpipe as the wrapper - or at least that’s how I understand it to
work.

DanFrom: James [mailto:jwhittington@excelorant.com]
Sent: January 22, 2004 1:34 PM
To: Dan Armeneau
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8

What are you using as your mta?
I seem to remember in my case using Sendmail I was having mail
permisssion problems. The Apache user was not a trusted user to
sendmail so it wouldn’t let in pass though, although this problem was
pretty obvious as i looked through the maillog.

I have added the following to my /etc/mail/aliases and once again ran
‘newaliases’ but still can’t seem to get the mail into RT.

-------------[ /etc/mail/aliases SNIP]----------------
helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue
general --action
comment --url http://queue.prl.ab.ca/

help: “|/usr/local/rt3/bin/rt-mailgate --queue test --action
correspond --url http://queue.prl.ab.ca/
help-comment: “|/usr/local/rt3/bin/rt-mailgate --queue test --action
comment --url http://queue.prl.ab.ca/

-------------[ /etc/mail/aliases End of Snip]----------

Now the documentation seems a bit scant on this but I’m assuming you need
more ‘entry pairs’ in /etc/mail/aliases to accomodate more ‘queues’.

I have also given the Configuration → Global → Group Rights ‘System
Groups’ the following:

Everyone = Comment on Ticket, Create Ticket, Reply to Ticket, See Queue.
Unpriveledged = Create Ticket.

I’m thinking I should have things covered with those permissions but
perhaps
have given too many rights to System Group ‘Everyone’.

Any pointers would be very much appreciated.

Dan

-----Original Message-----
From: Scott Hebert [mailto:scott@cae.com]
Sent: January 22, 2004 11:55 AM
To: RT Users; ‘darmeneau@prl.ab.ca’
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8

2 things you can check.

1-> Your alias should contain “–queue Test” instead of “–queue general”
2-> Verify that Everyone has permissions to create a Ticket. See
Configuration / Global / Group Rights.

SH

-----Original Message-----
From: Dan Armeneau [mailto:darmeneau@prl.ab.ca]
Sent: Thursday, January 22, 2004 1:27 PM
To: RT Users
Subject: [rt-users] rt-mailgate problem with RT 3.0.8

Background:

Fresh install of FreeBSD 5.2
Fresh install of MySQL 4.0.17
Fresh install of Perl 5.8.2
Fresh install of RT 3.0.8

Created queue ‘Test’ and added the following lines to /etc/mail/aliases

-----------[Lines added to /etc/mail/aliases ]------------

helpdesk: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/
helpdesk-comment: “|/usr/local/rt3/bin/rt-mailgate --queue
general --action
comment --url http://queue.prl.ab.ca/

-----------[End of /etc/mail/aliases snip]----------------

ran ‘queue# newaliases’ to set changes then -
ran ‘queue# apachectl graceful’ for changes to be recognized by apache -
just in case

When the mail I try to send to RT finally gets bounced all I get is the
following:

-----------[Bounced e-mail error]-------------------------

Delivery failed 20 attempts: helpdesk@queue.prl.ab.ca

-----------[End of Bounced e-mail error]------------------

Any help with this would be very much appreciated as I have been at this
for
a while and haven’t made much progress for the last two days.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650
http://www.prl.ab.ca


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

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


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

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

James Whittington
Systems Administrator

Excelorant, LLC
A TM Floyd Affiliate Company
1800 St. Julian Place
P.O. Box 8263
Columbia, SC 29202

803.765.1310 | Phone
800.780.1170 | Toll Free
803.765.1431 | Fax

jwhittington@excelorant.com

Thanks to all who responded to this request. I finally managed to get mail
coming in (sendmail was only listening to ‘localhost’) but I’m still having
trouble with the RTFM add-on.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850 Fax: 403.782.4650