Rt-mailgate will not create incoming tickets

I have been running RT 3.0.8 for about 2 months without problems.
Running on Redhat9, apache1.3. We have always used the web interface for
ticket management. I am now trying to set up incoming email via
sendmail.
Sendmail and RT reside on the same server. Email to users works fine.

Incoming mail arrives and is processed by the entries in /etc/alias:

rt: “|/etc/smrsh/rt-mailgate --queue internal --action correspond --url
https://support.neubus.com

I had to link rt-mailgate from the /etc/smrsh directory, but you can see
in maillog that this is working.

Mar 24 20:35:55 support sendmail[4423]: i2P0e9g6004352:
to="|/etc/smrsh/rt-mailgate --queue Internal --action correspond --url
https://support.neubus.com/", ctladdr=rt@support.neubus.com (8/0),
delay=01:55:45, xdelay=00:00:00, mailer=prog, pri=211236, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

But it will fail everytime with EX_TEMPFAIL error and I can’t identify
where this is coming from. I am assuming it must be related to
authentication, ssl, or a timeout issue, but I haven’t found any
references to these in any of the documentation or on the maillist.

Can someone who has done this point me in the right direction?

glen

Glen Stamnitz wrote:

to=“|/etc/smrsh/rt-mailgate --queue Internal --action correspond --url
https://support.neubus.com/”, ctladdr=rt@support.neubus.com (8/0),
delay=01:55:45, xdelay=00:00:00, mailer=prog, pri=211236, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

what happens if you invoke rt-mailgate by hand?
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - A CyberGuard Company

Here I ran rt-mailgate from the command line, first to http, which
apache redirects to
https, so this error makes sense.

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --url=http://support.neubus.com
An Error Occurred

301 Moved Permanently

  But this one is curious. We routinely access via https from a

browser all the time. Guess I will pursue the SSLeay error.

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --url=https://support.neubus.com
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)On Wed, 2004-03-24 at 23:49, Phil Homewood wrote:

Glen Stamnitz wrote:

to=“|/etc/smrsh/rt-mailgate --queue Internal --action correspond --url
https://support.neubus.com/”, ctladdr=rt@support.neubus.com (8/0),
delay=01:55:45, xdelay=00:00:00, mailer=prog, pri=211236, dsn=4.0.0,
stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

what happens if you invoke rt-mailgate by hand?

A little more info.
Continuing my previous troubleshooting…

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --url=https://support.neubus.com/
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)

Let’s try with debug on
[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --debug
–url=https://support.neubus.com/
Connecting to https://support.neubus.com//REST/1.0/NoAuth/mail-gateway
at ./rt-mailgate line 444, <> chunk 1.
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)
This is ./rt-mailgate exiting because of an undefined server error at
./rt-mailgate line 492, <> chunk 1.

What happens if run mail-gateway manually…

https://support.neubus.com//REST/1.0/NoAuth/mail-gateway?message=“This
is a test Message”

Running this from a browser creates a ticket in the general queue with
my sample message. If I knew the rest of the arguments, I could probably
create whatever I want manually.

So…
Looks like the failure is not sendmail calling rt-mailgate, but
rt-mailgate calling mail-gateway.
Does this add any additional clues to my problem?

Is there a reason you’re not heeding the error messages?
You need Crypt::SSLeay for rt-mailgate to talk ssl…
$ /usr/bin/perl -MCPAN -e “install q{Crypt::SSLeay}”
CerionOn Thursday 25 March 2004 17:14, Glen wrote:

A little more info.
Continuing my previous troubleshooting…

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --url=https://support.neubus.com/
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)

Let’s try with debug on

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --debug
–url=https://support.neubus.com/
Connecting to https://support.neubus.com//REST/1.0/NoAuth/mail-gateway
at ./rt-mailgate line 444, <> chunk 1.
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)
This is ./rt-mailgate exiting because of an undefined server error at
./rt-mailgate line 492, <> chunk 1.

What happens if run mail-gateway manually…

https://support.neubus.com//REST/1.0/NoAuth/mail-gateway?message=“This
is a test Message”

Running this from a browser creates a ticket in the general queue with
my sample message. If I knew the rest of the arguments, I could probably
create whatever I want manually.

So…
Looks like the failure is not sendmail calling rt-mailgate, but
rt-mailgate calling mail-gateway.
Does this add any additional clues to my problem?

Also see http://lists.fsck.com/pipermail/rt-users/2004-January/019906.html
CerionOn Thursday 25 March 2004 17:14, Glen wrote:

A little more info.
Continuing my previous troubleshooting…

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --url=https://support.neubus.com/
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)

Let’s try with debug on

[root@support smrsh]# echo “This is a test message” | ./rt-mailgate
–queue=internal --action=comment --debug
–url=https://support.neubus.com/
Connecting to https://support.neubus.com//REST/1.0/NoAuth/mail-gateway
at ./rt-mailgate line 444, <> chunk 1.
An Error Occurred

501 Protocol scheme ‘https’ is not supported
(Crypt::SSLeay not installed)
This is ./rt-mailgate exiting because of an undefined server error at
./rt-mailgate line 492, <> chunk 1.

What happens if run mail-gateway manually…

https://support.neubus.com//REST/1.0/NoAuth/mail-gateway?message=“This
is a test Message”

Running this from a browser creates a ticket in the general queue with
my sample message. If I knew the rest of the arguments, I could probably
create whatever I want manually.

So…
Looks like the failure is not sendmail calling rt-mailgate, but
rt-mailgate calling mail-gateway.
Does this add any additional clues to my problem?

I was sure that SSLeay was installed, but it must have been a failure
that I missed when I installed all of the perl dependencies. I had to
manually install several packages.

So with the install behind me, I test manually and I can create a
ticket–still in the general queue because I did not specify any (this
is a clue).

I tested email next, and this still fails.
After some additional poking, proding, I decided to change the alias
file to create a ticket in the general queue. This worked.
Now I have to track down what is different with queue=internal.

On the homepage, there is a pulldown window that lists all of the queues
you have access to to create a ticket. These are sorted alphabetically.
Long ago, I added a space as the first character of internal so that it
would be first in the list and be displayed in the pulldown window.

Lesson–> never add invisible characters to the beginning of a queue. It
can cause much grief later when you forget it is there.

I deleted the space, changed /etc/alias back to internal. and
successfully received email.

Thanks for the help and encouragement to check what I “know” is already
correct.

Now if I can get those Create Ticket queues to sort in a specific
order…
GlenOn Thu, 2004-03-25 at 10:31, Cerion Armour-Brown wrote:

Is there a reason you’re not heeding the error messages?
You need Crypt::SSLeay for rt-mailgate to talk ssl…
$ /usr/bin/perl -MCPAN -e "install q{Crypt::SSLeay}"
Cerion