RT not emailing tickets after old exchange server decomissioning

RT Users
1

Hello.

We have recently migrated over to a new exchange environment. After we decommissioned the old server we began to have issues with mail outs from RT.
Our linux\unix\rt admin is no longer accessible, so I am attempting to get mail working on this server. Please excuse my lack of knowledge and general unfamiliarity with the system. I’m new to working with RT.

Steps so far :

  • Reviewed support

  • Run yast2 and changed the MTA outgoing mail server to our new server fqdn. Heres what the setting look like :
    MTA -> Permanent -> Outgoing Mail Server:new fqdn ->Use TLS:masquerade -> Accept Remote SMTP Connections (downloading: empty, \ forward root mail: empty).

  • Then rebooted the RT server. No joy.

  • Checked the “aliases” file in the /.etc folder. There are no references to my old mail server to change to the new mail server and the aliases are correct.

  • I ran the “newaliases” command to be safe.

  • I am able to ping my mail server from RT

  • I am able to establish an smtp connection over port 25.

I would welcome any suggestions on how to get ticket mailout working again.

  •      Wayne
2

You mentioned yast2 so you’re using some SuSE variant.

What’s the output of “postconf relayhost”? You should see something
like ‘relayhost = [new.server.com]’.

Are you able to send mail in general from the RT server? Try “echo
hello | mail your@address.com” and check your inbox.

If you don’t receive the message what’s the output of “mailq”? If it’s
huge don’t send the whole thing to the list, one entry should be
sufficient.

Check /var/log/mail for errors, it probably contains the reason why
delivery is failing.

Later,
DarinOn Thu, May 9, 2013 at 3:11 PM, DeCoste, Wayne decostw@hiaa.ca wrote:

Hello.

We have recently migrated over to a new exchange environment. After we
decommissioned the old server we began to have issues with mail outs from
RT.

Our linux\unix\rt admin is no longer accessible, so I am attempting to get
mail working on this server. Please excuse my lack of knowledge and general
unfamiliarity with the system. I’m new to working with RT.

Steps so far :

  • Reviewed support

  • Run yast2 and changed the MTA outgoing mail server to our new server fqdn.
    Heres what the setting look like :

MTA → Permanent → Outgoing Mail Server:new fqdn ->Use TLS:masquerade →
Accept Remote SMTP Connections (downloading: empty, \ forward root mail:
empty).

  • Then rebooted the RT server. No joy.

  • Checked the “aliases” file in the /.etc folder. There are no references to
    my old mail server to change to the new mail server and the aliases are
    correct.

  • I ran the “newaliases” command to be safe.

  • I am able to ping my mail server from RT

  • I am able to establish an smtp connection over port 25.

I would welcome any suggestions on how to get ticket mailout working again.

  •      Wayne

–
RT Training in Seattle, June 19-20: http://bestpractical.com/training

3

Spot on Darin.

The output from postconf relayhost is the old exchange server. So…how do I manage to input the new server ?

BTW, I was able to telnet to the exchange server and send mail, thanks for that.From: Darin Perusich [mailto:darin@darins.net]
Sent: May-09-13 4:39 PM
To: DeCoste, Wayne
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

You mentioned yast2 so you’re using some SuSE variant.

What’s the output of “postconf relayhost”? You should see something like ‘relayhost = [new.server.com]’.

Are you able to send mail in general from the RT server? Try “echo hello | mail your@address.com” and check your inbox.

If you don’t receive the message what’s the output of “mailq”? If it’s huge don’t send the whole thing to the list, one entry should be sufficient.

Check /var/log/mail for errors, it probably contains the reason why delivery is failing.

Later,
Darin

4

Hi again.
I used winscp to find and open the main.cf file. Which I edited to add the new mail server name - I know that’s kind of cheating, but did I mention Im a bit of a newb working in and around linux\rt ?

At any rate, the change stuck and the postconf relayhost confirms that. Sadly, still no mail from update tickets.

Im going to check the log file you suggested for errors.

Again, appreciate your insightsFrom: DeCoste, Wayne
Sent: May-09-13 6:47 PM
To: ‘Darin Perusich’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning.

Spot on Darin.

The output from postconf relayhost is the old exchange server. So…how do I manage to input the new server ?

BTW, I was able to telnet to the exchange server and send mail, thanks for that.

From: Darin Perusich [mailto:darin@darins.net]
Sent: May-09-13 4:39 PM
To: DeCoste, Wayne
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

You mentioned yast2 so you’re using some SuSE variant.

What’s the output of “postconf relayhost”? You should see something like ‘relayhost = [new.server.com]’.

Are you able to send mail in general from the RT server? Try “echo hello | mail your@address.com” and check your inbox.

If you don’t receive the message what’s the output of “mailq”? If it’s huge don’t send the whole thing to the list, one entry should be sufficient.

Check /var/log/mail for errors, it probably contains the reason why delivery is failing.

Later,
Darin

5

Darin.

I wound up googeling the postconf command you suggested and it pointed me to the mail.cf file. I browsed that file, edited the relay entry. No luck. I did see another file mail.SuSe.cf. Once I edited that file, again the mail relay entry and BOOM, mail started flowing.

I could not have done it without your help.

Grateful.
WayneDeCoste.From: DeCoste, Wayne
Sent: May-09-13 7:08 PM
To: ‘Darin Perusich’
Cc: ‘rt-users@lists.bestpractical.com’
Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning.

Hi again.
I used winscp to find and open the main.cf file. Which I edited to add the new mail server name - I know that’s kind of cheating, but did I mention Im a bit of a newb working in and around linux\rt ?

At any rate, the change stuck and the postconf relayhost confirms that. Sadly, still no mail from update tickets.

Im going to check the log file you suggested for errors.

Again, appreciate your insights

From: DeCoste, Wayne
Sent: May-09-13 6:47 PM
To: ‘Darin Perusich’
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] RT not emailing tickets after old exchange server decomissioning.

Spot on Darin.

The output from postconf relayhost is the old exchange server. So…how do I manage to input the new server ?

BTW, I was able to telnet to the exchange server and send mail, thanks for that.

From: Darin Perusich [mailto:darin@darins.net]
Sent: May-09-13 4:39 PM
To: DeCoste, Wayne
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RT not emailing tickets after old exchange server decomissioning.

You mentioned yast2 so you’re using some SuSE variant.

What’s the output of “postconf relayhost”? You should see something like ‘relayhost = [new.server.com]’.

Are you able to send mail in general from the RT server? Try “echo hello | mail your@address.com” and check your inbox.

If you don’t receive the message what’s the output of “mailq”? If it’s huge don’t send the whole thing to the list, one entry should be sufficient.

Check /var/log/mail for errors, it probably contains the reason why delivery is failing.

Later,
Darin