[rt-users] Unable to generate tickets via email

[Shubha Ramnath]

On Mon, 21 Mar 2005 04:09:46 -0700 (MST), Sam Snow
<sam.snow at christianheritageschool.org> wrote:
> 
> >
> > 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
> 
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> 

Sam,

Thanks for the guidance. There was a configuration error in
/etc/aliaes that caused the problem - the entry did not match the mail
id created for the helpdesk user. Correcting it solved the problem. I
should have tried the command line execution of the mail script
earlier :(

Thanks again.

shubha