[rt-users] Unable to generate tickets via email

[Sam Snow]

>
> On Mon, 21 Mar 2005 01:24:48 -0700 (MST), Sam Snow
> <sam.snow at christianheritageschool.org> wrote:
>>
>> > On Sun, 20 Mar 2005 23:21:52 -0700 (MST), Sam Snow
>> > <sam.snow at christianheritageschool.org> wrote:
>> >> Shubha Ramnath said:
>> >> > Hi,
>> >> >
>> >> > I have rt3.2.2 configured. It works fine when I log in through the
>> web
>> >> > interface and create tickets. I am unable to create tickets through
>> >> > email.  RT is working on Fedore Core 2.
>> >> >
>> >> > Please help.
>> >> >
>> >> > Thanks,
>> >> > shubha
>> >> >
>> >>
>> >> What is your email server program (MTA)? Qmail, sendmail, exim,
>> postfix,
>> >> or something else?
>> >>
>> >> Have you set up an aliased email account to feed messages to RT? If
>> so,
>> >> tell us how you did that?
>> >>
>> >> Are you getting any errors in your logs when an incoming mail is
>> >> processed? Does it bounce back to you?
>> >>
>> >> Sam
>> >>
>> >>
>> >
>>
>> Shubha Ramnath said:
>> > Sendmail is the mail program. I have an aliased account on the mail
>> > server in the LAN that points to the RT mail accoint . When I send an
>> > email to that alias, it is delivered to the RT box and nothing beyond
>> > that. When I login as the RT mail account , say helpdesk, and check
>> > mail of that user, the mail is in the inbox of helpdesk.
>> >
>> > The mails are delivered to the RT box and do not bounce back.
>> >
>> > -shubha
>> >
>> >
>>
>> Ok then, what is your queue named and how exactly is the account set up
>> on
>> the RT box?
>>
>> For example, for a queue named general my qmail alias on the RT box
>> looks
>> like this:
>>
>> |/usr/bin/rt-mailgate --queue general --action correspond --url
>> http://aslan.christianheritageschool.org/rt/
>>
>> Is your mail getting sent to rt-mailgate? Can you similate this from the
>> command line and pass it a message that way? Is there anything showing
>> up
>> in the mail server logs on the RT box when the message gets delivered?
>>
>> Sam
>>
>>
>

Shubha Ramnath said:
> I have a queue General. There is an user account helpdesk setup. email
> is helpdesk at blrticket.brigade.com . The alias file has an entry :
>
> |/usr/local/rt3/bin/rt-mailgate --queue general --action correspond
> --url http://blrticket.brigade.com
>
> When I try this from the command line it generates a ticket in RT. The
> log file does not show anything alarming, it only mentions mail sent
> from a particular user and it reaches helpdesk inbox.
>
> -shubha
>

[I prefer not to top post most of the time. Also, make sure you reply to
the list.]

You say it reaches the helpdesk inbox? It should not be delivered to a
real mailbox at all. Instead it should be triggering and processed by the
script that you referenced above.

If you are able to run from the command line (which you are), then either:
1. Your mail is not running the script. Solution: Look at mail config.
2. Your mail is trying to run the sript but then is unable to because of
permissions. Solution: Make sure the user the mail server would execute
the script as is able to access and execute the rt-mailgate program. If
you have sudo installed try runing the command line test again, but do it
as "sudo -u user_which_is_used_to_execute_email_commands
_comand_tested_before" This runs the command as the email user instead of
your root (or some other) user.

Think about those two possible places where your problem could be.

Sam