[rt-users] RT Queue routing issues

[Nathan Dyson]

Hello, 
  I'm new to RT, I have RT 3.4.5 running on a Windows Server 2k3 system.  Everything works perfectly except for the routing of my Queues when an E-mail is received.  Currently all e-mail requests, regardless of the e-mail address that is sent to @domainname.com go into the 'General' queue.  I can not seem to properly configure my rt-mailgate.in file to make this work properly.  The following is a cut from that file.  I am interested in getting the 'support' queue routed correctly.  I currently have a queue named 'support' and e-mail sent to support at mydomain.com does route to my RT system, just not routing into the correct queue.

Thank you for any help you can offer.


(Copied directly out of my rt-mailgate.in file)

=head1 SYNOPSIS

    rt-mailgate --help : this text

Usual invocation (from MTA):

    rt-mailgate --action (correspond|comment|...) --queue queuename
                --url http://your.rt.server/
                [ --debug ]
                [ --extension (queue|action|ticket) ]
                [ --timeout seconds ]

    support     --action correspond --queue support
                --url http://your.rt.server/
            


See C<man rt-mailgate> for more.

=head1 OPTIONS

=over 3

=item C<--action>

Specifies what happens to email sent to this alias.  The avaliable
basic actions are: C<correspond>, C<comment>.


If you've set the RT configuration variable B<$RT::UnsafeEmailCommands>,
C<take> and C<resolve> are also available.  You can execute two or more
actions on a single message using a C<-> separated list.  RT will execute
the actions in the listed order.  For example you can use C<take-comment>,
C<correspond-resolve> or C<take-comment-resolve> as actions.

Note that C<take> and C<resolve> actions ignore message text if used
alone.  Include a  C<comment> or C<correspond> action if you want RT
to record the incoming message.

The default action is C<correspond>.

=item C<--queue>

This flag determines which queue this alias should create a ticket in if no ticket identifier
is found.

=item C<--url>

This flag tells the mail gateway where it can find your RT server. You should 
probably use the same URL that users use to log into RT.


=item C<--extension> OPTIONAL

Some MTAs will route mail sent to user-foo at host or user+foo at host to user at host
and present "foo" in the environment variable $EXTENSION. By specifying
the value "queue" for this parameter, the queue this message should be
submitted to will be set to the value of $EXTENSION. By specifying
"ticket", $EXTENSION will be interpreted as the id of the ticket this message
is related to.  "action" will allow the user to specify either "comment" or
"correspond" in the address extension.

=item C<--debug> OPTIONAL

Print debugging output to standard error


=item C<--timeout> OPTIONAL

Configure the timeout for posting the message to the web server.  The
default timeout is 3 minutes (180 seconds).


=head1 DESCRIPTION

The RT mail gateway is the primary mechanism for communicating with RT
via email. This program simply directs the email to the RT web server,
which handles filing correspondence and sending out any required mail.
It is designed to be run as part of the mail delivery process, either
called directly by the MTA or C<procmail>, or in a F<.forward> or
equivalent.

=head1 SETUP

Much of the set up of the mail gateway depends on your MTA and mail
routing configuration. However, you will need first of all to create an
RT user for the mail gateway and assign it a password; this helps to
ensure that mail coming into the web server did originate from the
gateway.

Next, you need to route mail to C<rt-mailgate> for the queues you're
monitoring. For instance, if you're using F</etc/aliases> and you have a
"bugs" queue, you will want something like this:

    bugs:         "|/opt/rt3/bin/rt-mailgate --queue bugs --action correspond
              --url http://rt.mycorp.com/"

    bugs-comment: "|/opt/rt3/bin/rt-mailgate --queue bugs --action comment
              --url http://rt.mycorp.com/"

    support:      "c:\progra~1\secure~1\reques~1\rt\bin\rt-mailgate.in --queue support --action correspond
              --url http://rt.mycorp.com/"

    support-comment: "c:\progra~1\secure~1\reques~1\rt\bin\rt-mailgate.in --queue support --action comment
              --url http://rt.mycorp.com/"