<html><head><meta http-equiv="Content-Type" content="text/html charset=utf-8"></head><body style="word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class=""><div><blockquote type="cite" class=""><div class="">On Jun 2, 2015, at 9:12 AM, Rohit Gupta <<a href="mailto:rohit.gupta@syncoms.co.uk" class="">rohit.gupta@syncoms.co.uk</a>> wrote:</div><br class="Apple-interchange-newline"><div class=""><div class="WordSection1" style="page: WordSection1; font-family: Helvetica; font-size: 18px; font-style: normal; font-variant: normal; font-weight: normal; letter-spacing: normal; line-height: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px;"><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class="">Dear All,<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class="">I have configured new queue with ‘IT Support’ and configured want that any emails coming to<span class="Apple-converted-space"> </span><a href="mailto:ithelpdesk@syncoms.co.uk" target="_blank" style="color: rgb(149, 79, 114); text-decoration: underline;" class=""><span style="color: blue;" class="">ithelpdesk@syncoms.co.uk</span></a><span class="Apple-converted-space"> </span>should be fetched into this new queue. The snapshot of the new queue:<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class=""> <o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class=""><span id="cid:image001.png@01D09D57.3BF06430"><image001.png></span><o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class="">So far, everything is running fine and emails are been received in the ‘general’ queue. Now what do I need to do in order to configure rt such that any emails coming to<span class="Apple-converted-space"> </span><a href="mailto:ithelpdesk@syncoms.co.uk" target="_blank" style="color: rgb(149, 79, 114); text-decoration: underline;" class=""><span style="color: blue;" class="">ithelpdesk@syncoms.co.uk</span></a><span class="Apple-converted-space"> </span>comes in IT Support queue. As per few blogs they are saying to add in /etc/aliases . can you please suggest as what do I need to do – if I have to enter into the /etc/aliases then how my configuration will look like?<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class=""> At the moment, /etc/aliases is:<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class=""><span id="cid:image002.png@01D09D57.3BF06430"><image002.png></span><o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class=""> And /etc/fetchmailrc:<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class=""> <span id="cid:image003.png@01D09D57.3BF06430"><image003.png></span><o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class="">Also, I have tried changing the –queue general to –queue ‘it support’ but it didn’t work. Infact this time the requestor is receiving a mailer demon error message.<o:p class=""></o:p></span></div><div style="margin: 0cm 0cm 0.0001pt; font-size: 11pt; font-family: Calibri, sans-serif;" class=""><span style="font-size: 12pt; font-family: 'Times New Roman', serif;" class="">Please suggest. Thanks</span></div></div></div></blockquote><div><br class=""></div><div class="">Hi Rohit,</div><div class=""><br class=""></div><div class="">Since you are using fetchmail to get the mail and deliver it you do not need to modify your aliases. </div><div class=""><br class=""></div><div class="">Your —queue option is incorrect in your fetchmail configuration. Use the name of the queue here. Since it has spaces you'll have to use quotation marks.</div><div class=""><br class=""></div><div class="">…./rt-mailgate —queue "IT Support" —action correspond …etc...</div><div class=""><br class=""></div><div class="">Also - </div><div class="">Set your comment address to something else like (<a href="mailto:ithelpdesk-comments@syncoms.co.uk" class="">ithelpdesk-comments@syncoms.co.uk</a>). Setup another POP3 mailbox for that address. Add that configuration to fetchmailrc but instead of using "correspond" for the action use "comment".</div><div class=""><br class=""></div><div class="">If the sender gets an email back instead of the email being created in the queue make sure you find out what it's saying back to them. Also make sure you check:</div><div class="">- the fetchmail output (try running fetchmail manually in the foreground with verbose output)</div><div class="">- the RT log (usually /opt/rt4/var/log/rt.log)</div><div class=""><br class=""></div><div class="">Since this is a newly created queue it could be that everyone simply doesn't have permission to create tickets in the new queue. Hard to say without more information.</div><div class=""><br class=""></div></div><br class=""><div apple-content-edited="true" class="">
<div style="color: rgb(0, 0, 0); letter-spacing: normal; orphans: auto; text-align: start; text-indent: 0px; text-transform: none; white-space: normal; widows: auto; word-spacing: 0px; -webkit-text-stroke-width: 0px; word-wrap: break-word; -webkit-nbsp-mode: space; -webkit-line-break: after-white-space;" class="">Landon Stewart : <a href="mailto:lstewart@iweb.com" class="">lstewart@iweb.com</a><br class="">Lead Specialist, Abuse and Security Management<br class="">Spécialiste principal, gestion des abus et sécurité<br class=""><a href="http://iweb.com" class="">http://iweb.com</a> : +1 (888) 909-4932</div>
</div>
<br class=""></body></html>