Hello,
Description of environment and setup (see diagram here:
ImageVenue.com - 867879360_rt_122_150lo.jpg):
A) single point of contact - only one e-mail address for helpdesk:
help@domain.tld (with web form frontend which is preferred)
B) data from web form are sent through mail to help@domain.tld
C) web form is custom web page, it cannot be RT’s web UI
D) form has custom field which should be used to route tickets to
appropriate queue
E) RT should fetch e-mail from SMTP server using IMAPS
F) RT should send notification and ticket updates using external SMTP/SSL
server, sender e-mail address must be help@domain.tld
Questions:
-
how to configure MailGate in this setup?
-
how to configure D) option (custom field data can be inserted in body of
message or as custom X-Flag in e-mail headers)?
Please do provide comprehensive answers.
Thank you very much!
Best regards,
Msh
Description of environment and setup (see diagram here:
ImageVenue.com - 867879360_rt_122_150lo.jpg
):
I went to that link and got multiple popups, several of which were flagged
as spam or phishing attempts. I would not recommend doing that.
http://www.linkedin.com/in/paultomblin
http://careers.stackoverflow.com/ptomblin
A) single point of contact - only one e-mail address for helpdesk: help@domain.tld (with web
form frontend which is preferred)
B) data from web form are sent through mail to help@domain.tld
C) web form is custom web page, it cannot be RT’s web UI
These are all fine, although you’re not using RT’s comments feature
(which wants a second email address like help-comment@domain.tld).
D) form has custom field which should be used to route tickets to appropriate queue
You’re going to have to write code in RT to do this after ticket
creation, or do it before running rt-mailgate.
E) RT should fetch e-mail from SMTP server using IMAPS
There are lots of examples of using fetchmail on the wiki, and you can
always pipe to procmail to invoke rt-mailgate into different Queues.
F) RT should send notification and ticket updates using external SMTP/SSL server, sender
e-mail address must be help@domain.tld
Use a local MTA (such as postfix or sendmail or exim) in relay-only
mode with a smarthost configured.
While RT has native SMTP support, it has finally been removed from 4.2
and we recommend never using it because it is easy to lose email. A
real MTA won’t lose email.
-kevin
