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<p class=MsoNormal>This is under the assumption that all queues are correctly
setup and e-mail enabled through the web interface, and the reply address has
format <queue-name>@rt.mydomain.com and comment address has format
<queue-name>-comment@rt.mydomain.com.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I'm trying to get incoming e-mail to automatically go
directly into whichever queue/ticket they are related to or create a new ticket
if no matching ones exist.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I will have too many queues to have two line items within
mailgate or the aliases file per queue.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I'm able to send and receive e-mail (via PostFix) to the
default rt user and this user successfully accepts all e-mail for the rt.mydomain.com
domain.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Since enabling procmail and the following scripts, I have no
idea where the e-mail goes - it's successfully delivered, but it does not
update existing tickets (with a Subject line match) and it does not create any
new. It’s not even in rt’s mailbox.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Here's an example of my procmail.log:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>--- Logging /home/rt/procmail_log.log<o:p></o:p></p>
<p class=MsoNormal> for rt, <o:p></o:p></p>
<p class=MsoNormal>procmail: [8153] Mon Aug 23 21:30:56 2010<o:p></o:p></p>
<p class=MsoNormal>procmail: Assigning "MAILDOMAIN=rt.mydomain.com<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Assigning
"RT_MAILGATE=/opt/rt3/bin/rt-mailgate<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Assigning "RT_URL=http://rt.mydomain.com/<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Assigning "LOGABSTRACT=all<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Skipped "<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Skipped "<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Assigning "LASTFOLDER={<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Opening "{<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>procmail: Acquiring kernel-lock<o:p></o:p></p>
<p class=MsoNormal>procmail: Notified comsat: "rt@35475:./{<o:p></o:p></p>
<p class=MsoNormal>"<o:p></o:p></p>
<p class=MsoNormal>From me@mydomain.com Mon Aug 23 21:30:56 2010<o:p></o:p></p>
<p class=MsoNormal> Subject: Creating environmental ticket<o:p></o:p></p>
<p class=MsoNormal> Folder: { <o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>The contents of my ./procmailrc:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>#Preliminaries<o:p></o:p></p>
<p class=MsoNormal> SHELL=/bin/sh #Use the Bourne
shell (check your path!)<o:p></o:p></p>
<p class=MsoNormal> #MAILDIR=${HOME} #First check what
your mail directory is!<o:p></o:p></p>
<p class=MsoNormal> MAILDIR="/var/mail/rt/"<o:p></o:p></p>
<p class=MsoNormal> #LOGFILE=${MAILDIR}/procmail.log<o:p></o:p></p>
<p class=MsoNormal> LOGFILE="/home/rt/procmail_log.log"<o:p></o:p></p>
<p class=MsoNormal> LOG="--- Logging ${LOGFILE} for
${LOGNAME}, "<o:p></o:p></p>
<p class=MsoNormal> VERBOSE=yes<o:p></o:p></p>
<p class=MsoNormal> MAILDOMAIN="rt.telebarbados.com"<o:p></o:p></p>
<p class=MsoNormal> RT_MAILGATE="/opt/rt3/bin/rt-mailgate"<o:p></o:p></p>
<p class=MsoNormal> #RT_MAILGATE="/usr/local/bin/rt-mailgate"<o:p></o:p></p>
<p class=MsoNormal> RT_URL="http://rt.telebarbados.com/"<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> LOGABSTRACT=all<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal> :0<o:p></o:p></p>
<p class=MsoNormal> {<o:p></o:p></p>
<p class=MsoNormal> # the following line extracts the recipient
from Received-headers.<o:p></o:p></p>
<p class=MsoNormal> # Simply using the To: does not work, as
tickets are often created<o:p></o:p></p>
<p class=MsoNormal> # by sending a CC/BCC to RT<o:p></o:p></p>
<p class=MsoNormal> TO=`formail -c -xReceived: |grep $MAILDOMAIN
|sed -e 's/.*for *<*\(.*\)>* *;.*$/\1/'`<o:p></o:p></p>
<p class=MsoNormal> QUEUE=`echo $TO| $HOME/get_queue.pl`<o:p></o:p></p>
<p class=MsoNormal> ACTION=`echo $TO| $HOME/get_action.pl`<o:p></o:p></p>
<p class=MsoNormal> :0 h b w <o:p></o:p></p>
<p class=MsoNormal> |/usr/bin/perl $RT_MAILGATE --queue $QUEUE
--action $ACTION --url $RT_URL<o:p></o:p></p>
<p class=MsoNormal> }<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>I have tested get_queue.pl and get_action.pl scripts successfully
but let me know if including them helps.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Any help and/or guidance you can give would be greatly
appreciated.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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<p class=MsoNormal>Kind regards,<br>
<b><span style='font-family:Pristina'>Nicôle</span></b><o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
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<p class=MsoNormal><o:p> </o:p></p>
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