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<p class="MsoNormal">Finishing up my virgin RT install today,<o:p></o:p></p>
<p class="MsoNormal">spent yesterday configuring fetchmail<o:p></o:p></p>
<p class="MsoNormal">and exchange to play nice… However I’m<o:p></o:p></p>
<p class="MsoNormal">running into a strange issue that I’m hoping<o:p></o:p></p>
<p class="MsoNormal">you gentleman can help me out with.<br>
<br>
When a user opens a ticket and comments on it,<o:p></o:p></p>
<p class="MsoNormal">emails are sent. When another user uses the web-ui<o:p></o:p></p>
<p class="MsoNormal">to make a comment, emails are sent and the comment<o:p></o:p></p>
<p class="MsoNormal">shows up in the ticket history. However, if a user reply’s<o:p></o:p></p>
<p class="MsoNormal">to a ticket email, the comment is received via email to<o:p></o:p></p>
<p class="MsoNormal">all the users requested, however the comment history<o:p></o:p></p>
<p class="MsoNormal">is never updated in the ticket itself, it seems to disappear<o:p></o:p></p>
<p class="MsoNormal">off into the void?<br>
<br>
Best guess I have is that it has something to do with fetchmail<o:p></o:p></p>
<p class="MsoNormal">not dropping it into an appropriate queue, so I’m attatching<o:p></o:p></p>
<p class="MsoNormal">my fetchmailrc below and the results of a manual fetchmail run.<br>
----------------------------------------------------------------------------------------------------------<o:p></o:p></p>
<p class="MsoNormal"><b><u>fetchmail run w/ 2 fake messages:</u></b><br>
# fetchmail -f /etc/rt3/fetchmailrc<o:p></o:p></p>
<p class="MsoNormal">fetchmail: No mail for rt at hpd-exc1<o:p></o:p></p>
<p class="MsoNormal">2 messages for rt-comment at hpd-exc1 (3886 octets).<o:p></o:p></p>
<p class="MsoNormal">reading message rt-comment@hpd-exc1.hamdenps.local:1 of 2 (2092 octets) flushed<o:p></o:p></p>
<p class="MsoNormal">reading message rt-comment@hpd-exc1.hamdenps.local:2 of 2 (1794 octets) flushed<o:p></o:p></p>
<p class="MsoNormal">----------------------------------------------------------------------------------------------------------<o:p></o:p></p>
<p class="MsoNormal"><b><u>fetchmailrc:<br>
</u></b>poll hpd-exc1<o:p></o:p></p>
<p class="MsoNormal">proto pop3:<o:p></o:p></p>
<p class="MsoNormal">auth password<o:p></o:p></p>
<p class="MsoNormal">username "rt"<o:p></o:p></p>
<p class="MsoNormal">password "******"<o:p></o:p></p>
<p class="MsoNormal">mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T<o:p></o:p></p>
<p class="MsoNormal">--action correspond"<o:p></o:p></p>
<p class="MsoNormal">username "rt-comment"<o:p></o:p></p>
<p class="MsoNormal">password "*******"<o:p></o:p></p>
<p class="MsoNormal">mda "/usr/local/bin/rt-mailgate --url http://tickets.hamdenps.local --queue I.T<o:p></o:p></p>
<p class="MsoNormal">--action comment"<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">nokeep<o:p></o:p></p>
<p class="MsoNormal">ssl<o:p></o:p></p>
<p class="MsoNormal">sslfingerprint "E4:27:FC:15:3E:97:FD:37:00:D9:D2:D9:AF:01:64:4E"<b><u><br>
</u></b>----------------------------------------------------------------------------------------------------------<o:p></o:p></p>
<p class="MsoNormal">Any thoughts or suggestions would be most appreciated gentlemen.<o:p></o:p></p>
<p class="MsoNormal">Thanks again,<o:p></o:p></p>
<p class="MsoNormal">-m<o:p></o:p></p>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal"><span style="font-size:12.0pt"> </span><span style="font-size:13.0pt">Mario DiNatale<o:p></o:p></span></p>
<p class="MsoNormal"> <b>Information Technology Manager<o:p></o:p></b></p>
<p class="MsoNormal" style="mso-margin-top-alt:0in;margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt;color:black">2900 Dixwell Avenue</span><span style="font-size:10.0pt;color:black"> Tel: 203-407-3187</span><span style="font-size:10.0pt;color:black"><o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:0in;margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt;color:black">Hamden, CT 06518</span><span style="font-size:10.0pt;color:black"> Fax: 203-230-4097<o:p></o:p></span></p>
<p class="MsoNormal" style="mso-margin-top-alt:0in;margin-right:6.3pt;margin-bottom:0in;margin-left:6.3pt;margin-bottom:.0001pt">
<span style="font-size:10.0pt;color:black"> www.hamden.com</span><span style="font-size:10.0pt;color:black"><o:p></o:p></span></p>
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