[rt-users] rt-mailgate problem with RT 3.0.8

[Scott Hebert]

I'm not sure if the Queue in your aliases file is case-senstive.

Does your --url parameter correspond to the root URL of RT. Can you login to
RT at http://queue.prl.ab.ca/ ?

Other than that, have you looked at any log files?

If it is not enabled, you can do so by setting this in your etc/RT_Config.pm
file:

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , undef);
Set($LogDir, '/path/to/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

This should shed some light on what's wrong.

SH

-----Original Message-----
From: Dan Armeneau [mailto:darmeneau at prl.ab.ca]
Sent: Thursday, January 22, 2004 2:59 PM
To: RT Users
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8


I have added the following to my /etc/mail/aliases and once again ran
'newaliases' but still can't seem to get the mail into RT.

-------------[ /etc/mail/aliases  SNIP]----------------
helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/"
helpdesk-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/"

help: "|/usr/local/rt3/bin/rt-mailgate --queue test --action
correspond --url http://queue.prl.ab.ca/"
help-comment: "|/usr/local/rt3/bin/rt-mailgate --queue test --action
comment --url http://queue.prl.ab.ca/"

-------------[ /etc/mail/aliases End of Snip]----------

Now the documentation seems a bit scant on this but I'm assuming you need
more 'entry pairs' in /etc/mail/aliases to accomodate more 'queues'.

I have also given the Configuration -> Global -> Group Rights 'System
Groups' the following:

Everyone = Comment on Ticket, Create Ticket, Reply to Ticket, See Queue.
Unpriveledged = Create Ticket.

I'm thinking I should have things covered with those permissions but perhaps
have given too many rights to System Group 'Everyone'.

Any pointers would be very much appreciated.

Dan

-----Original Message-----
From: Scott Hebert [mailto:scott at cae.com]
Sent: January 22, 2004 11:55 AM
To: RT Users; 'darmeneau at prl.ab.ca'
Subject: RE: [rt-users] rt-mailgate problem with RT 3.0.8



2 things you can check.

1-> Your alias should contain "--queue Test" instead of "--queue general"
2-> Verify that Everyone has permissions to create a Ticket. See
Configuration / Global / Group Rights.

SH


-----Original Message-----
From: Dan Armeneau [mailto:darmeneau at prl.ab.ca]
Sent: Thursday, January 22, 2004 1:27 PM
To: RT Users
Subject: [rt-users] rt-mailgate problem with RT 3.0.8


Background:

Fresh install of FreeBSD 5.2
Fresh install of MySQL 4.0.17
Fresh install of Perl 5.8.2
Fresh install of RT 3.0.8

Created queue 'Test' and added the following lines to /etc/mail/aliases

-----------[Lines added to /etc/mail/aliases ]------------

helpdesk: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://queue.prl.ab.ca/"
helpdesk-comment: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
comment --url http://queue.prl.ab.ca/"

-----------[End of /etc/mail/aliases snip]----------------

ran 'queue# newaliases' to set changes then -
ran 'queue# apachectl graceful' for changes to be recognized by apache -
just in case

When the mail I try to send to RT  finally gets bounced all I get is the
following:

-----------[Bounced e-mail error]-------------------------

Delivery failed 20 attempts: helpdesk at queue.prl.ab.ca

-----------[End of Bounced e-mail error]------------------

Any help with this would be very much appreciated as I have been at this for
a while and haven't made much progress for the last two days.

Dan Armeneau - Computer Technician
Parkland Regional Library
5404 56 Avenue,
Lacombe, AB T4L 1G1
Phone: 403.782.3850  Fax: 403.782.4650
http://www.prl.ab.ca

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