Unable to open tickets via email

Hi all:

RT 3.4.5 on RedHat EL4
Using sendmail 8.13 as the MTA

Wanting to send email to ‘rt’ to open ticket. Got the groups and rights
OK but the inbound mail hangs in the queue.
(Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
"|/opt/rt3/bin/rt-mailgate
–queue gen
The full entry in the /etc/aliases is
rt: “|/opt/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost/

The searches I find deal mostly with procmail - but we are not using
procmail.

Thanks

Rick Garland
UNIX System Administrator

Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO 80112

phone: 303-802-2580
cell: 720-210-4691
rick.garland@evolving.com

This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis@evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments.

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112

Rick,

Check your "SeeOutgoingEmail" privileges at the Global and Queue level 

to see what your allowing. Also, the “watch” right. You have to decide
if you want “everyone”, “privileged”, “unprivileged” or limited to users
and groups at the Queue level.

Kenn
LBNL

Rick Garland wrote:

OPPS! meant that for another e_mail Sorry. Cursor moved when I clicked it.

Rick Garland wrote:

Rick,

I had this error also when setting up the mailgate. It is a documented error
in the sendmail mailing lists (and online docs I believe). Basically it
deals with the security settings in sendmail when running the sendmail smrsh
program to call an external program. This program smrsh (see man smrsh) runs
command for sendmail in a restricted shell, more specifically by default
from a single directory ­ default is /etc/smrsh. My solution was to move the
rt-mailgate program to the /etc/smrsh directory and ensure that the user
running the sendmail system owns the rt-mailgate program.

Works for me.

Thanks,

Mike Coakley
Managed Business
http://www.managedbusiness.com
http://my.managedbusiness.com
Voice - 973-252-0770 x2100
Fax - 973-252-1797From: Rick Garland Rick.Garland@evolving.com
Date: Tue, 25 Jul 2006 13:07:26 -0600
To: rt-users@lists.bestpractical.com
Conversation: unable to open tickets via email
Subject: [rt-users] unable to open tickets via email

Hi all:

RT 3.4.5 on RedHat EL4
Using sendmail 8.13 as the MTA

Wanting to send email to ‘rt’ to open ticket. Got the groups and rights OK
but the inbound mail hangs in the queue.
(Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
"|/opt/rt3/bin/rt-mailgate --queue
gen
The full entry in the /etc/aliases is
rt: “|/opt/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost/

The searches I find deal mostly with procmail - but we are not using
procmail.

Thanks

Rick Garland
UNIX System Administrator

Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO 80112

phone: 303-802-2580
cell: 720-210-4691
rick.garland@evolving.com

This e-mail and any attachments may be confidential and/or legally
privileged. If you have received this e-mail and you are not a named
addressee, please inform Evolving Systems TIS at tis@evolving.com and then
delete the e-mail from your system. If you are not a named addressee you
must not use, disclose, distribute, copy, print or rely on this e-mail. To
ensure regulatory compliance and for the protection of our clients and
business, Evolving Systems may monitor and read e-mails sent to and from its
servers. Although Evolving Systems routinely screens for viruses, addressees
should scan this e-mail and any attachments for viruses. Evolving Systems
makes no representation or warranty as to the absence of viruses in this
e-mail or any attachments.

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical:

-----BEGIN PGP SIGNED MESSAGE-----
Hash: SHA1

Rick Garland wrote:

Hi all:

RT 3.4.5 on RedHat EL4
Using sendmail 8.13 as the MTA

Wanting to send email to ‘rt’ to open ticket. Got the groups and rights
OK but the inbound mail hangs in the queue.
(Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
"|/opt/rt3/bin/rt-mailgate
–queue gen
The full entry in the /etc/aliases is
rt: “|/opt/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost/

The searches I find deal mostly with procmail - but we are not using
procmail.

Thanks

Rick Garland
UNIX System Administrator

Rick,

what does your /var/log/maillog show for these failures? did you create
a symlink for /opt/rt3/bin/rt-mailgate in your smrsh directory? (likely
to be /etc/smrsh on a generic RH distro)

Alan
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Some new info available. I got this from sending a test mail to the
rt-mailgate pipe
mail rt@surli.mydomain.com | opt/rt3/bin/rt-mailgate --queue General
–action correspond --url http://surli/

I know there is LICENSE documentation (and the sort) but I wanted to
ensure folks that ALL info had been retrieved and posted.

Need some help reading. Much appreaciated.

mail rt@surli.mydomain.com | /opt/rt3/bin/rt-mailgate --queue General
–action correspond --url http://surli/
test test test 1-2-3

RT server error.

The RT server which handled your email did not behave as expected. It
said:

%# BEGIN BPS TAGGED BLOCK {{{
%#
%# COPYRIGHT:
%#
%# This software is Copyright © 1996-2005 Best Practical Solutions,
LLC
%# jesse@bestpractical.com
%#
%# (Except where explicitly superseded by other copyright notices)
%#
%# LICENSE:
%#
%# This work is made available to you under the terms of Version 2 of
%# the GNU General Public License. A copy of that license should have
%# been provided with this software, but in any event can be snarfed
%# from www.gnu.org.
%#
%# This work is distributed in the hope that it will be useful, but
%# WITHOUT ANY WARRANTY; without even the implied warranty of
%# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU
%# General Public License for more details.
%#
%# You should have received a copy of the GNU General Public License
%# along with this program; if not, write to the Free Software
%# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA.
%#
%#
%# CONTRIBUTION SUBMISSION POLICY:
%#
%# (The following paragraph is not intended to limit the rights granted
%# to you to modify and distribute this software under the terms of
%# the GNU General Public License and is only of importance to you if
%# you choose to contribute your changes and enhancements to the
%# community by submitting them to Best Practical Solutions, LLC.)
%# By intentionally submitting any modifications, corrections or
%# derivatives to this work, or any other work intended for use with
%# Request Tracker, to Best Practical Solutions, LLC, you confirm that
%# you are the copyright holder for those contributions and you grant
%# Best Practical Solutions, LLC a nonexclusive, worldwide,
irrevocable,
%# royalty-free, perpetual, license to use, copy, create derivative
%# works based on those contributions, and sublicense and distribute
%# those contributions and any derivatives thereof.
%#
%# END BPS TAGGED BLOCK }}}
<%flags>
inherit => undef # inhibit UTF8 conversion done in /autohandler
</%flags>
<%ARGS>
$queue => 1
$action => “correspond”
$ticket => undef
</%ARGS>
<%init>
use RT::Interface::Email;
$r->content_type(‘text/plain; charset=utf-8’);
$m->error_format(‘text’);
my ( $status, $error, $Ticket ) = RT::Interface::email::Gateway(%ARGS);
if ($status == -75 ) {
$m->out("temporary failure - ". $error);
}
elsif ($status == 1) {
$m->out(‘ok’);
if ( $Ticket->Id ) {
$m->out('Ticket: '. $Ticket->Id);
$m->out('Queue: '. $Ticket->QueueObj->Name );
$m->out('Owner: '. $Ticket->OwnerObj->Name);
$m->out('Status: '. $Ticket->Status );
$m->out('Subject: '. $Ticket->Subject );
$m->out('Requestor: '. $Ticket->Requestors->MemberEmailAddressesAsString
);
}
} else {
$m->out('not ok - '.$error);
}

$m->abort();
</%init>

[root@surli mqueue]#

Rick Garland
UNIX System Administrator

Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO 80112

phone: 303-802-2580
cell: 720-210-4691
rick.garland@evolving.com

This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis@evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments.

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112

Rick -

I saw in the thread you created the symlinks in the /etc/smrsh
directory, but did you update the /etc/aliases file to point there?

I just set this up so it was fresh in my mind. However, I’m on RT
3.6.0 and CentOS 4.3, so there may be something else going on.

Chris

Rick Garland wrote:

Hi all:

RT 3.4.5 on RedHat EL4
Using sendmail 8.13 as the MTA

Wanting to send email to ‘rt’ to open ticket. Got the groups and rights
OK but the inbound mail hangs in the queue.
(Deferred: prog mailer (/bin/sh) exited with EX_TEMPFAIL)
"|/opt/rt3/bin/rt-mailgate
–queue gen
The full entry in the /etc/aliases is
rt: “|/opt/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost/

The searches I find deal mostly with procmail - but we are not using
procmail.

Thanks

Rick Garland
UNIX System Administrator

Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO 80112

phone: 303-802-2580
cell: 720-210-4691
rick.garland@evolving.com mailto:rick.garland@evolving.com

This e-mail and any attachments may be confidential and/or legally
privileged. If you have received this e-mail and you are not a named
addressee, please inform Evolving Systems TIS at tis@evolving.com and
then delete the e-mail from your system. If you are not a named
addressee you must not use, disclose, distribute, copy, print or rely on
this e-mail. To ensure regulatory compliance and for the protection of
our clients and business, Evolving Systems may monitor and read e-mails
sent to and from its servers. Although Evolving Systems routinely
screens for viruses, addressees should scan this e-mail and any
attachments for viruses. Evolving Systems makes no representation or
warranty as to the absence of viruses in this e-mail or any attachments.

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

We’re hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html

                            Chris Egolf
        http://www.ugholf.net         cegolf [AT] ugholf [DOT] net

Chris Egolf wrote:

Rick -

I saw in the thread you created the symlinks in the /etc/smrsh
directory, but did you update the /etc/aliases file to point there?

Sorry, hit send too fast. This is what I mean:

rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url
http://reqtix.example.com/"
rt-comment: “|/etc/smrsh/rt-mailgate --queue general --action comment
–url http://reqtix.example.com/

                            Chris Egolf
        http://www.ugholf.net         cegolf [AT] ugholf [DOT] net

Some new info available. I got this from sending a test mail to the
rt-mailgate pipe
mail rt@surli.mydomain.com | opt/rt3/bin/rt-mailgate --queue
General --action correspond --url http://surli/
I know there is LICENSE documentation (and the sort) but I wanted
to ensure folks that ALL info had been retrieved and posted.

You’ve misconfigured apache to not pass everything through RT’s mason
handler.

Jesse

PGP.sig (186 Bytes)

Issue resolved. Rebuilt the httpd.conf file

Many thanks to all for the help!

Rick Garland
UNIX System Administrator

Evolving Systems, Inc
9777 Mount Pyramid Court
Suite 100
Englewood, CO 80112

phone: 303-802-2580
cell: 720-210-4691
rick.garland@evolving.com

This e-mail and any attachments may be confidential and/or legally privileged. If you have received this e-mail and you are not a named addressee, please inform Evolving Systems TIS at tis@evolving.com and then delete the e-mail from your system. If you are not a named addressee you must not use, disclose, distribute, copy, print or rely on this e-mail. To ensure regulatory compliance and for the protection of our clients and business, Evolving Systems may monitor and read e-mails sent to and from its servers. Although Evolving Systems routinely screens for viruses, addressees should scan this e-mail and any attachments for viruses. Evolving Systems makes no representation or warranty as to the absence of viruses in this e-mail or any attachments.

Registered Office: 9777 Pyramid Ct Suite 100, Englewood, CO 80112