[rt-users] Re: definition on rt-mailgate

[Eric Goodman]

In response to Q1:

I don't think the correspond queue uses the username/password you 
give it for the correspondence. That is, the

	%RT USER kimura
	%RT PASS kimura

only authenticates you for further %RT commands. I think the new 
request is still tying to be created by an anonymous user, and you 
probably have "allow anyone to create requests in this queue" turned 
off.


In Q2 it's the same thing.

The sequence

	%RT USER kimura
	%RT PASS kimura
	%RT OPEN 3

sets the "status" of item 3 to open; it does not "open up" item 3 for 
"further manipulation". Specifically, it does not cause the following 
email to be associated with request #3. As I understand it, the only 
way to get the plain text comment associated to request 3 is to use 
the subject line.

E.g.:

	# mail comment at ...

	Subject: [RT Request #4] (CTCN) Transaction (kimura)
	%RT USER kimura
	%RT PASS kimura
	%RT OPEN 3  [Opens ticket 3 as user kimura]

	Test comment [This comment will be associated w/ticket
		     #4 because of the subject line of the message].


--- Eric

At 3:11 PM +0900 11/1/2000, Kazu Kimura wrote:
>Hello Eric,
>
>Thank you for the clarification.
>However, concerning the usage, it is still vague to me.
>
>Will somebody answer to me with following example.  In fact, the use of
>mail is not yet successful.  I cannot say if my understanding is wrong
>or my RT installation is wrong.
>
>Assumption: to make it simple, I set /etc/aliases for rt as follows.
>
># use for RT
>comment:        "|/opt/rt/bin/rt-mailgate CTCN comment"
>action: "|/opt/rt/bin/rt-mailgate CTCN action"
>correspond:     "|/opt/rt/bin/rt-mailgate CTCN correspond"
>
>(1)To open a request, is following valid.
>
>host% mailx correspond at red.stf.ctc.ad.jp
>Subject: test 1
>%rt user kimura
>%rt pass kimura
>
>test if new request is opened.
>
>.
>
>EOT
>
>Result:Two message are sent back.
>(i)Thank you for taking some action:
>
>>  %rt user kimura
>RT: Username kimura noticed.
>>  pass ***** RT: You are now authenticated as kimura.
>
>-------------------------------------------- Managed by Request Tracker
>(ii)There has been an error:
>There has been an error with your request:
>You don't have permission to create requests in this queue
>
>Your message is reproduced below:
>
>
>test if new request is opened.
>
>.
>
>Q1. With Web interface, user "kimura" is designated as Admin.  Why is
>this rejected?
>
>(2)To add a comment, is following valid?
>host% mailx comment at red.stf.ctc.ad.jp
>Subject: router crash
>%rt user kimura
>%rt pass kimura
>%rt open 3
>
>Need vendor investigation.
>.
>
>Result:Two messages are sent back.
>(i)
>-------------------------------------------- Managed by Request Tracker
>(no contents)
>
>(ii)There has been an error:
>
>You did not specify a ticket number for these comments. Please resubmit them
>with a ticket number.  Your comments appear below.
>
>
>Need vendor investigation.
>.
>Q2. It seems the way to specify ticket number was wrong. How ?
>
>
>There are more things that are vague or not accepted by RT.  But today,
>I will restrict up to these.
>
>I think mail interface is important.  If somebody knows examples of how
>to use mail interface, I need it or would like to know where I can get
>it.
>
>Thanks and best regards,
>- - - - - - - - - - - - - - - - - - -
>Kazu Kimura <kimura at ctc.ad.jp>
>IP Network Engineering, CTC
>Phone +81-52-740-8101
>Fax   +81-52-740-8935
>- - - - - - - - - - - - - - - - - - - -
>
>
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