Unable to generate tickets via email

RT Users
1

Hi,

I have rt3.2.2 configured. It works fine when I log in through the web
interface and create tickets. I am unable to create tickets through
email. RT is working on Fedore Core 2.

Please help.

Thanks,
shubha

2

Shubha Ramnath said:

Hi,

I have rt3.2.2 configured. It works fine when I log in through the web
interface and create tickets. I am unable to create tickets through
email. RT is working on Fedore Core 2.

Please help.

Thanks,
shubha

What is your email server program (MTA)? Qmail, sendmail, exim, postfix,
or something else?

Have you set up an aliased email account to feed messages to RT? If so,
tell us how you did that?

Are you getting any errors in your logs when an incoming mail is
processed? Does it bounce back to you?

Sam

3

Sendmail is the mail program. I have an aliased account on the mail
server in the LAN that points to the RT mail accoint . When I send an
email to that alias, it is delivered to the RT box and nothing beyond
that. When I login as the RT mail account , say helpdesk, and check
mail of that user, the mail is in the inbox of helpdesk.

The mails are delivered to the RT box and do not bounce back.

-shubhaOn Sun, 20 Mar 2005 23:21:52 -0700 (MST), Sam Snow sam.snow@christianheritageschool.org wrote:

Shubha Ramnath said:

Hi,

I have rt3.2.2 configured. It works fine when I log in through the web
interface and create tickets. I am unable to create tickets through
email. RT is working on Fedore Core 2.

Please help.

Thanks,
shubha

What is your email server program (MTA)? Qmail, sendmail, exim, postfix,
or something else?

Have you set up an aliased email account to feed messages to RT? If so,
tell us how you did that?

Are you getting any errors in your logs when an incoming mail is
processed? Does it bounce back to you?

Sam

4

Shubha Ramnath said:

Hi,

I have rt3.2.2 configured. It works fine when I log in through the web
interface and create tickets. I am unable to create tickets through
email. RT is working on Fedore Core 2.

Please help.

Thanks,
shubha

What is your email server program (MTA)? Qmail, sendmail, exim, postfix,
or something else?

Have you set up an aliased email account to feed messages to RT? If so,
tell us how you did that?

Are you getting any errors in your logs when an incoming mail is
processed? Does it bounce back to you?

Sam

Shubha Ramnath said:

Sendmail is the mail program. I have an aliased account on the mail
server in the LAN that points to the RT mail accoint . When I send an
email to that alias, it is delivered to the RT box and nothing beyond
that. When I login as the RT mail account , say helpdesk, and check
mail of that user, the mail is in the inbox of helpdesk.

The mails are delivered to the RT box and do not bounce back.

-shubha

Ok then, what is your queue named and how exactly is the account set up on
the RT box?

For example, for a queue named general my qmail alias on the RT box looks
like this:

|/usr/bin/rt-mailgate --queue general --action correspond --url
http://aslan.christianheritageschool.org/rt/

Is your mail getting sent to rt-mailgate? Can you similate this from the
command line and pass it a message that way? Is there anything showing up
in the mail server logs on the RT box when the message gets delivered?

Sam

5

Shubha Ramnath said:

Hi,

I have rt3.2.2 configured. It works fine when I log in through the
web
interface and create tickets. I am unable to create tickets through
email. RT is working on Fedore Core 2.

Please help.

Thanks,
shubha

What is your email server program (MTA)? Qmail, sendmail, exim,
postfix,
or something else?

Have you set up an aliased email account to feed messages to RT? If
so,
tell us how you did that?

Are you getting any errors in your logs when an incoming mail is
processed? Does it bounce back to you?

Sam

Shubha Ramnath said:

Sendmail is the mail program. I have an aliased account on the mail
server in the LAN that points to the RT mail accoint . When I send an
email to that alias, it is delivered to the RT box and nothing beyond
that. When I login as the RT mail account , say helpdesk, and check
mail of that user, the mail is in the inbox of helpdesk.

The mails are delivered to the RT box and do not bounce back.

-shubha

Ok then, what is your queue named and how exactly is the account set up
on
the RT box?

For example, for a queue named general my qmail alias on the RT box
looks
like this:

|/usr/bin/rt-mailgate --queue general --action correspond --url
http://aslan.christianheritageschool.org/rt/

Is your mail getting sent to rt-mailgate? Can you similate this from the
command line and pass it a message that way? Is there anything showing
up
in the mail server logs on the RT box when the message gets delivered?

Sam

Shubha Ramnath said:

I have a queue General. There is an user account helpdesk setup. email
is helpdesk@blrticket.brigade.com . The alias file has an entry :

|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
–url http://blrticket.brigade.com

When I try this from the command line it generates a ticket in RT. The
log file does not show anything alarming, it only mentions mail sent
from a particular user and it reaches helpdesk inbox.

-shubha

[I prefer not to top post most of the time. Also, make sure you reply to the list.]

You say it reaches the helpdesk inbox? It should not be delivered to a
real mailbox at all. Instead it should be triggering and processed by the
script that you referenced above.

If you are able to run from the command line (which you are), then either:

  1. Your mail is not running the script. Solution: Look at mail config.
  2. Your mail is trying to run the sript but then is unable to because of
    permissions. Solution: Make sure the user the mail server would execute
    the script as is able to access and execute the rt-mailgate program. If
    you have sudo installed try runing the command line test again, but do it
    as “sudo -u user_which_is_used_to_execute_email_commands
    _comand_tested_before” This runs the command as the email user instead of
    your root (or some other) user.

Think about those two possible places where your problem could be.

Sam

6

Shubha Ramnath said:

Hi,

I have rt3.2.2 configured. It works fine when I log in through the
web
interface and create tickets. I am unable to create tickets through
email. RT is working on Fedore Core 2.

Please help.

Thanks,
shubha

What is your email server program (MTA)? Qmail, sendmail, exim,
postfix,
or something else?

Have you set up an aliased email account to feed messages to RT? If
so,
tell us how you did that?

Are you getting any errors in your logs when an incoming mail is
processed? Does it bounce back to you?

Sam

Shubha Ramnath said:

Sendmail is the mail program. I have an aliased account on the mail
server in the LAN that points to the RT mail accoint . When I send an
email to that alias, it is delivered to the RT box and nothing beyond
that. When I login as the RT mail account , say helpdesk, and check
mail of that user, the mail is in the inbox of helpdesk.

The mails are delivered to the RT box and do not bounce back.

-shubha

Ok then, what is your queue named and how exactly is the account set up
on
the RT box?

For example, for a queue named general my qmail alias on the RT box
looks
like this:

|/usr/bin/rt-mailgate --queue general --action correspond --url
http://aslan.christianheritageschool.org/rt/

Is your mail getting sent to rt-mailgate? Can you similate this from the
command line and pass it a message that way? Is there anything showing
up
in the mail server logs on the RT box when the message gets delivered?

Sam

Shubha Ramnath said:

I have a queue General. There is an user account helpdesk setup. email
is helpdesk@blrticket.brigade.com . The alias file has an entry :

|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
–url http://blrticket.brigade.com

When I try this from the command line it generates a ticket in RT. The
log file does not show anything alarming, it only mentions mail sent
from a particular user and it reaches helpdesk inbox.

-shubha

[I prefer not to top post most of the time. Also, make sure you reply to the list.]

You say it reaches the helpdesk inbox? It should not be delivered to a
real mailbox at all. Instead it should be triggering and processed by the
script that you referenced above.

If you are able to run from the command line (which you are), then either:

  1. Your mail is not running the script. Solution: Look at mail config.
  2. Your mail is trying to run the sript but then is unable to because of
    permissions. Solution: Make sure the user the mail server would execute
    the script as is able to access and execute the rt-mailgate program. If
    you have sudo installed try runing the command line test again, but do it
    as “sudo -u user_which_is_used_to_execute_email_commands
    _comand_tested_before” This runs the command as the email user instead of
    your root (or some other) user.

Think about those two possible places where your problem could be.

Sam

The rt-users Archives

RT Administrator and Developer training is coming to your town soon! (Boston, San Francisco, Austin, Sydney) Contact training@bestpractical.com for details.

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

Sam,

Thanks for the guidance. There was a configuration error in
/etc/aliaes that caused the problem - the entry did not match the mail
id created for the helpdesk user. Correcting it solved the problem. I
should have tried the command line execution of the mail script
earlier :frowning:

Thanks again.

shubha

7

Shubha Ramnath said:

Sam,

Thanks for the guidance. There was a configuration error in
/etc/aliaes that caused the problem - the entry did not match the mail
id created for the helpdesk user. Correcting it solved the problem. I
should have tried the command line execution of the mail script
earlier :frowning:

Thanks again.

shubha

I’m glad you got it working! Sometimes you just have to break the
troubleshooting down into small steps like that and double check each one
until you find the problem.

Sam