[rt-users] Problems with sending comments/replays by mail

Mon Feb 25 17:53:32 EST 2002

Did you set up any scripts to reply to incoming tickets?
See http://fsck.com/rtfm/article.html?id=2#50

-=-=-=-=-=-=-=-=-=-=-=-=-=-
Greg Smythe
SysAdmin
Intellstat Communications
WA State Resident

-----Original Message-----
From: Jan Stobbe [mailto:jan.stobbe at netropol.de] 
Sent: Sunday, February 24, 2002 10:50 PM
To: rt-users at lists.fsck.com
Subject: [rt-users] Problems with sending comments/replays by mail

Hi everyone,

I've installed RT 2.0.11 and nearly everything is fine. 
It ist possible to send mails to the ticket system but the 
ticket system is not sending any mail. I tried sendmail and 
instead sendmailpipe, nothing happend. In the apache logfiles 
I get no error, the rt logfile /var/temp/rt.... is empty, 
and in the maillogfile is nothing about rt. 

Can you give me a hint what I can do ?

thanks a lot, Jan

# $Header: /opt/rt2/etc/RCS/config.pm,v 1.1 2002/02/24 15:19:58 root Exp
root $	

package RT;

# {{{ Base Configuration

# $rtname the string that RT will look for in mail messages to
# figure out what ticket a new piece of mail belongs to

# Your domain name is recommended, so as not to pollute the namespace.
# once you start using a given tag, you should probably never change it. 
# (otherwise, mail for existing tickets won't get put in the right place

$rtname="domain.de";  

# You should set this to your organization's DNS domain. For example,
# fsck.com or asylum.arkham.ma.us. It's used by the linking interface to 
# guarantee that ticket URIs are unique and easy to construct.

$Organization = "domain.de";

# $user_passwd_min defines the minimum length for user passwords. Setting
# it to 0 disables this check
$MinimumPasswordLength = "5";

# $Timezone is used to convert times entered by users into GMT and back
again
# It should be set to a timezone recognized by your local unix box.
$Timezone =  'Europe/Berlin'; 

# LogDir is where RT writes its logfiles.
# This directory should be writable by your rt group
$LogDir = "/tmp";

# }}}

# {{{ Database Configuration

# Database driver beeing used - i.e. MySQL.
$DatabaseType="mysql";

# The domain name of your database server
# If you're running mysql and it's on localhost,
# leave it blank for enhanced performance
$DatabaseHost="localhost";

# The port that your database server is running on.  Ignored unless it's 
# a positive integer. It's usually safe to leave this blank
$DatabasePort="";

#The name of the database user (inside the database) 
$DatabaseUser='rt_user';

# Password the DatabaseUser should use to access the database
$DatabasePassword='xyzzy';

# The name of the RT's database on your database server
$DatabaseName='rt2';

# If you're using Postgres and have compiled in SSL support, 
# set DatabaseRequireSSL to 1 to turn on SSL communication
$DatabaseRequireSSL=undef;

# }}}

# {{{ Incoming mail gateway configuration

# OwnerEmail is the address of a human who manages RT. RT will send
# errors generated by the mail gateway to this address.  This address
# should _not_ be an address that's managed by your RT instance.

$OwnerEmail = 'root';

# If $LoopsToRTOwner is defined, RT will send mail that it believes 
# might be a loop to $RT::OwnerEmail 

$LoopsToRTOwner = 1;

# If $StoreLoopss is defined, RT will record messages that it believes 
# to be part of mail loops.
# As it does this, it will try to be careful not to send mail to the 
# sender of these messages 

$StoreLoops = undef;

# $MaxAttachmentSize sets the maximum size (in bytes) of attachments stored
# in the database. 

# For mysql and oracle, we set this size at 10 megabytes.
# If you're running a postgres version earlier than 7.1, you will need
# to drop this to 8192. (8k)

$MaxAttachmentSize = 10000000;  

# $TruncateLongAttachments: if this is set to a non-undef value,
# RT will truncate attachments longer than MaxAttachmentLength. 

$TruncateLongAttachments = undef;

# $DropLongAttachments: if this is set to a non-undef value,
# RT will silently drop attachments longer than MaxAttachmentLength. 

$DropLongAttachments = undef;

# If $ParseNewMessageForTicketCcs is true, RT will attempt to divine
# Ticket 'Cc' watchers from the To and Cc lines of incoming messages
# Be forewarned that if you have _any_ addresses which forward mail to
# RT automatically and you enable this option without modifying 
# "IsRTAddress" below, you will get yourself into a heap of trouble.
# And well, this is free software, so there isn't a warrantee, but
# I disclaim all ability to help you if you do enable this without
# modifying IsRTAddress below.

$ParseNewMessageForTicketCcs = undef;

# IsRTAddress is used to make sure RT doesn't add itself as a ticket CC if
# the setting above is enabled.

sub IsRTAddress {
    my $address = shift;

    # Example: the following rule would tell RT not to Cc 
    #	"tickets at noc.example.com"
    # return(1) if ($address =~ /^tickets\@noc.example.com$/i);

    return(undef)
}

# CanonicalizeAddress converts email addresses into canonical form.
# it takes one email address in and returns the proper canonical
# form. You can dump whatever your proper local config is in here

sub CanonicalizeAddress {
    my $email = shift;
    # Example: the following rule would treat all email
    # coming from a subdomain as coming from second level domain
    # foo.com
    #$email =~ s/\@(.*).foo.com/\@foo.com/;
    return ($email)
}

# If $LookupSenderInExternalDatabase is defined, RT will attempt to
# verify the incoming message sender with a known source, using the 
# LookupExternalUserInfo routine below

$LookupSenderInExternalDatabase = undef;

# If $SenderMustExistInExternalDatabase is true, RT will refuse to
# create non-privileged accounts for unknown users if you are using 
# the "LookupSenderInExternalDatabase" option.
# Instead, an error message will be mailed and RT will forward the 
# message to $RTOwner.
#
# If you are not using $LookupSenderInExternalDatabase, this option
# has no effect.
#
# If you define an AutoRejectRequest template, RT will use this   
# template for the rejection message.

$SenderMustExistInExternalDatabase = undef;

# LookupExternalUserInfo is a site-definable method for synchronizing
# incoming users with an external data source. 
#
# This routine takes a tuple of EmailAddress and FriendlyName
# 	EmailAddress is the user's email address, ususally taken from
#  		an email message's From: header.
# 	FriendlyName is a freeform string, ususally taken from the "comment"

#		portion	of an email message's From: header.
#
# It returns (FoundInExternalDatabase, ParamHash);
#
#   FoundInExternalDatabase must  be set to 1 before return if the user was
#   found in the external database.
#
#   ParamHash is a Perl parameter hash which can contain at least the
following
#   fields. These fields are used to populate RT's users database when the
user 
#   is created
#
# 	EmailAddress is the email address that RT should use for this user.

# 	Name is the 'Name' attribute RT should use for this user. 
#   	     'Name' is used for things like access control and user lookups.
# 	RealName is what RT should display as the user's name when
displaying 
#   	     'friendly' names

sub LookupExternalUserInfo {
  my ($EmailAddress, $RealName) = @_;

  my $FoundInExternalDatabase = 1;
  my %params = {};

  #Name is the RT username you want to use for this user.
  $params{'Name'} = $EmailAddress;
  $params{'EmailAddress'} = $EmailAddress;
  $params{'RealName'} = $RealName;

  # See RT's contributed code for examples.
  # http://www.fsck.com/pub/rt/contrib/
  return ($FoundInExternalDatabase, %params); 
}

# }}}

# {{{ Outgoing mail configuration

#$MailAlias is a generic alias to send mail to for any request
#already in a queue.  

#RT is designed such that any mail which already has a ticket-id associated
#with it will get to the right place automatically.

#This is the default address that will be listed in 
#From: and Reply-To: headers of mail tracked by RT unless overridden
#by a queue specific address

$CorrespondAddress='rt at domain.de';

$CommentAddress='rt-comment at domain.de';

#Sendmail Configuration

# $MailCommand defines which method RT will use to try to send mail
# We know that 'sendmail' works fairly well.
# If 'sendmail' doesn't work well for you, try 'sendmailpipe' 
# But note that you have to configure $SendmailPath and add a -t 
# to $SendmailArguments

$MailCommand = 'sendmailpipe';

# $SendmailArguments defines what flags to pass to $Sendmail
# assuming you picked 'sendmail' or 'sendmailpipe' as the $MailCommand
above.
# If you picked 'sendmailpipe', you MUST add a -t flag to $SendmailArguments

# These options are good for most sendmail wrappers and workalikes
$SendmailArguments="-oi -t";

# These arguments are good for sendmail brand sendmail 8 and newer
#$SendmailArguments="-oi -ODeliveryMode=b -OErrorMode=m";

# If you selected 'sendmailpipe' above, you MUST specify the path
# to your sendmail binary in $SendmailPath.  
# !! If you did not # select 'sendmailpipe' above, this has no effect!!
$SendmailPath = "/usr/sbin/sendmail";

# RT can optionally set a "Friendly" 'To:' header when sending messages to 
# Ccs or AdminCcs (rather than having a blank 'To:' header.
# This feature DOES NOT WORK WITH SENDMAIL[tm] BRAND SENDMAIL
# If you are using sendmail, rather than postfix, qmail, exim or some other
MTA,
# you _must_ disable this option.

$UseFriendlyToLine = 1;

# }}}

# {{{ Logging

# Logging.  The default is to log anything except debugging
# information to a logfile.  Check the Log::Dispatch POD for
# information about how to get things by syslog, mail or anything
# else, get debugging info in the log, etc. 

#  It might generally make
# sense to send error and higher by email to some administrator. 
# If you do this, be careful that this email isn't sent to this RT instance.

# the minimum level error that will be logged to the specific device.
# levels from lowest to highest:  
#  debug info notice warning error critical alert emergency 

#  Mail loops will generate a critical log message.

$LogToScreen = 'error';
$LogToFile = 'error';
$LogToFileNamed = "$LogDir/rt.log.".$$.".".$<; #log to rt.log.<pid>.<user>

# }}}

# {{{ Web interface configuration

# Define the directory name to be used for images in rt web
# documents.

# If you're putting the web ui somewhere other than at the root of
# your server
# $WebPath requires a leading / but no trailing /     

$WebPath = "";

# This is the Scheme, server and port for constructing urls to webrt
# $WebBaseURL doesn't need a trailing /

$WebBaseURL = "https://rt.domain.de";

$WebURL = $WebBaseURL . $WebPath . "/";

# $WebImagesURL points to the base URL where RT can find its images.
# If you're running the FastCGI version of the RT web interface,
# you should make RT's WebRT/html/NoAuth/images directory available on 
# a static web server and supply that URL as $WebImagesURL.

$WebImagesURL = $WebURL."/NoAuth/images/";

# $RTLogoURL points to the URL of the RT logo displayed in the web UI

$LogoURL = $WebImagesURL."/rt.jpg";

# If $WebExternalAuth is defined, RT will defer to the environment's
# REMOTE_USER variable.

$WebExternalAuth = undef;

# $MasonComponentRoot is where your rt instance keeps its mason html files
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonComponentRoot = "/opt/rt2/WebRT/html";

# $MasonLocalComponentRoot is where your rt instance keeps its site-local
# mason html files.
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonLocalComponentRoot = "/opt/rt2/local/WebRT/html";

# $MasonDataDir Where mason keeps its datafiles
# (this should be autoconfigured during 'make install' or 'make upgrade')

$MasonDataDir = "/opt/rt2/WebRT/data";

# RT needs to put session data (for preserving state between connections
# via the web interface)
$MasonSessionDir = "/opt/rt2/WebRT/sessiondata";

#This is from tobias' prototype web search UI. it may stay and it may go.
%WebOptions=
    (
     # This is for putting in more user-actions at the Transaction
     # bar.  I will typically add "Enter bug in Bugzilla" here.:
     ExtraTransactionActions => sub { return ""; },

     # Here you can modify the list view.  Be aware that the web
     # interface might crash if TicketAttribute is wrongly set.

     QueueListingCols => 
      [
       { Header     => 'Id',
	 TicketLink => 1,
	 TicketAttribute => 'Id'
	 },

      { Header     => 'Subject',
	 TicketAttribute => 'Subject'
	 },
       { Header => 'Requestor(s)',
	 TicketAttribute => 'RequestorsAsString'
	 },
       { Header => 'Status',
	 TicketAttribute => 'Status'
	 },

       { Header => 'Queue',
	 TicketAttribute => 'QueueObj->Name'
	 },

       { Header => 'Told',
	 TicketAttribute => 'ToldObj->AgeAsString'
	 },

       { Header => 'Age',
	 TicketAttribute => 'CreatedObj->AgeAsString'
	 },

       { Header => 'Last',
	 TicketAttribute => 'LastUpdatedObj->AgeAsString'
	 },

       # TODO: It would be nice with a link here to the Owner and all
       # other request owned by this Owner.
       { Header => 'Owner',
	 TicketAttribute => 'OwnerObj->Name'
       },

       { Header     => 'Take',
	 TicketLink => 1,
	 Constant   => 'Take',
	 ExtraLinks => '&Action=Take'
	 },

      ]
     );

# }}}

# {{{ RT Linking Interface

# $TicketBaseURI is the Base path of the URI for local tickets

# You shouldn't need to touch this. it's used to link tickets both locally
# and remotely

$TicketBaseURI = "fsck.com-rt://$Organization/$rtname/ticket/";

# A hash table of conversion subs to be used for transforming RT Link
# URIs to URLs in the web interface.  If you want to use RT towards
# locally installed databases, this is the right place to configure it.

%URI2HTTP=
    (
      'http' => sub {return @_;},
      'https' => sub {return @_;},
      'ftp' => sub {return @_;},
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );

# A hash table of subs for fetching content from an URI
%ContentFromURI=   
    (
     'fsck.com-rt' => sub {warn "stub!";},
     'mozilla.org-bugzilla' => sub {warn "stub!"},
     'fsck.com-kb' => sub {warn "stub!"}
     );

# }}}

# {{{ No User servicable parts inside 

############################################
############################################
############################################
#
#  Don't edit anything below this line unless you really know
#  what you're doing
#
#
############################################
############################################

# TODO: get this stuff out of the config file and into RT.pm

#Set up us the timezone
$ENV{'TZ'} = $Timezone; #TODO: Bogus hack to deal with Date::Manip whining

# Configure sendmail if we're using Entity->send('sendmail')
if ($MailCommand eq 'sendmail') {
    $MailParams = $SendmailArguments;
}

# }}}

1;

-- 
Jan Stobbe                              Netropol Digitale Systeme      
jan.stobbe at netropol.de                  Lagerstrasse 30a                  
Tel: +49 40 284167-20                   D-20357 Hamburg/Germany

Fax: +49 40 284167-40                   http://www.netropol.de/

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