Ticket lost if httpd not running

RT Users
#1

Hi,

We have this scenario:

when a user sends a request via e-mail to RT, the mail server (which is
not the RT machine) receives and forwardes it to the RT machine; on the
RT machine there is Postfix which redirects the request to RT software;
if the apache web server on the RT machine does not work (httpd is
stopped for some reasone), the request is not managed by RT and no
error is sent to the sender because the mail server was able to forward
the e-mail to the RT machine which is reachable and functional.
There is any problem if the RT machine is not reachable: the web server
retries to send the e-mail request for a period after which an e-mail
error is sent back to the sender.

How can I do for not to lose ticket request or correspondence between
users and RT?

Our configurations are:
RH 9.0
Postfix1.1.12-1
mysql Ver 11.18 Distrib 3.23.56
apache 2.0.40

Thanks in advance.

Francesca Del Corso

I.N.F.N. - Sez. Firenze
Sesto Fiorentino - Italy

#2

Hi,

We have this scenario:

when a user sends a request via e-mail to RT, the mail server (which is
not the RT machine) receives and forwardes it to the RT machine; on the
RT machine there is Postfix which redirects the request to RT software;
if the apache web server on the RT machine does not work (httpd is
stopped for some reasone), the request is not managed by RT and no
error is sent to the sender because the mail server was able to forward
the e-mail to the RT machine which is reachable and functional.
There is any problem if the RT machine is not reachable: the web server
retries to send the e-mail request for a period after which an e-mail
error is sent back to the sender.

RT3 should handle this cleanly and spool the mail in the MTA on the box
running rt-mailgate.

How can I do for not to lose ticket request or correspondence between
users and RT?

Our configurations are:
RH 9.0
Postfix1.1.12-1
mysql Ver 11.18 Distrib 3.23.56
apache 2.0.40

Thanks in advance.

Francesca Del Corso

I.N.F.N. - Sez. Firenze
Sesto Fiorentino - Italy

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