[rt-users] testing the ability for RT to sendmail

Thu Mar 27 16:02:02 EDT 2008

I know for a fact that SElinux is disabled...

Yes, using mutt, I can send emails from the RT box to any exchange user
without issues... The issue arises when the user replies...

Nelson Pereira 
Senior Network Administrator 

Protus IP Solutions Inc. 
npereira at protus.com 
phone: 613.733.0000 ext.528 
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-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 3:49 PM
To: rt-users at lists.bestpractical.com; Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I am not sure if I can help you past this. Can you send mail normally to
or from the rt box to anybody? That might give you a clue to the
problem. If you are running Red Hat then SELinux might be enabled and
then you have to deal with that.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia
222 North 17th Street
Philadelphia, Pa. 19103
Tel: 215-965-1714
Fax: 215-587-3525
"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"
>>> "Nelson Pereira" <npereira at protus.com> 03/27/08 1:50 PM >>>
Same thing for us, nothing is seen from the outside.

But the exchange tech is saying that my RT is refusing the exchange
system when exchange tries to send and email to RT....

A user sends an email to rt3test1 at protusrt.com

RT's /var/log/maillog shows:

Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
ruleset=check_rcpt, arg1=<rt3test1 at protusrt.com>,
relay=exchange2.protus.org [10.98.4.31], reject=550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied
Mar 27 14:45:53 nelsoncentos sendmail[3339]: m2RIjrCU003339:
from=<npereira at protus.com>, size=0, class=0, nrcpts=0, proto=ESMTP,
daemon=MTA, relay=exchange2.protus.org [10.98.4.31]

User that sent the email gets:

Your message did not reach some or all of the intended recipients.

      Subject:        testin
      Sent:        3/27/2008 2:46 PM

The following recipient(s) could not be reached:

      rt3 test1 on 3/27/2008 2:46 PM
            You do not have permission to send to this recipient.  For
assistance, contact your system administrator.
            <exmail.protus.com #5.7.1 smtp;550 5.7.1
<rt3test1 at protusrt.com>... Relaying denied>

The exchange tech says RT is refusing the email..... Why is that?
How can I make RT take this damn email already !

Thanks

Nelson

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
It looks fine. Your admin will have to place a DNS MX record for your
server that points to your RT instance so when mail is originated the
originating mailer knows where to find your RT's mail system.

Here is my working config:

Set( $rtname, 'EFS');
Set($Organization,'rt.adphila.org');
Set($Timezone, 'US/Eastern');
Set($WebBaseURL, 'http://rt.adphila.org');
Set($WebPath, '');
Set($WebImagesURL, $WebPath . '/NoAuth/images/');
Set($CorrespondAddress, 'correspond at rt.adphila.org');
Set($CommentAddress, 'comment at rt.adphila.org');
Set($SendmailPath, '/usr/sbin/sendmail');
Set($LogToSyslog, '');
Set($LogToFile, 'debug');
Set($LogDir, '/opt/rt3/var/log');
Set($LogToFileNamed, 'rt.log');
Set($OwnerEmail, 'jboris at adphila.org');
Set($MyTicketsLength, 20);

All of this is in our private network and not seen to the outside.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:32:17 PM >>>
Ok, I need to take a step back from here....

The RT system will only be used for internal users. So no emails
coming
from the internet or going to the internet for that matter.
RT needs to send his emails/replies directly to the exchange server
(exchange2.protus.org).

The email I setup in the RT queue is rt3test1 at protusrt.com 
Because supposedly, the Exchange tech said he cannot use @protus.com
as
all emails are going to be sent to RT, which we don't want...

In RT_SiteConfig.pm I have this setup:

Set($rtname , "protusrt.com");
Set($Organization , "protusrt.com");
Set($OwnerEmail , 'npereira at protus.com');
Set($RTAddressRegexp , '^rt\@protusrt.com$');
Set($CanonicalizeEmailAddressMatch , '@rt.protusrt.com$');
Set($CanonicalizeEmailAddressReplace , '@protusrt.com');

Apart from this, what other configuration should be changed in
Sendmail
or RT so this works....?

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
Nelson,
I am not a guru on this so bear with me in my explanations. I don't
know your network makeup. I will explain my setup and maybe this will
help.

When RT creates a ticket via email it will try and send the creator
the
reply that it got the ticket, here is your ticket number. At my place
this will work to only people in our Groupwise System. if they aren't
in
there our network firewalls will see this as a relay attempt and since
my RT server doesn't have rights to send email the mail is bounced or
dropped. The smtp mailer will get the denied message.

I think you are trying to send email through netsup10.protus.org and
it
is not in the list of servers that are allowed to send mail to your
main
email system.

If you aren't the keeper of the rule set in your organization contact
your admin that handles that and tell them your rt server needs to
send
email back to users.  If you show him/her this message they should be
able to open it up.

I went through this for  a long time and I finally found out what was
going on.

Hope this helps.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 2:04:39 PM >>>
Ok thanks,

But when RT send the email (like the response), what email will it use
to send that email to the user that opened a ticket by sending an
email
to RT?

Also, when users (echange or anyone else) sends email to my RT, I get
a
denied in the /var/log/maillog of :

Mar 27 13:43:54 nelsoncentos sendmail[3476]: m2RHhNiD003476:
ruleset=check_rcpt, arg1=rt3test1 at protusrt.com,
relay=netsup10.protus.org [10.98.4.145], reject=550 5.7.1
rt3test1 at protusrt.com... Relaying denied

If I understand correctly:
rt3test1 = the email setup in the Queue of RT ?
protusrt.com = the conical name in the RT_SiteConfig.pm ?

Or am I completely out to lunch here....

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-----Original Message-----
From: John BORIS [mailto:jboris at adphila.org] 
Sent: Thursday, March 27, 2008 1:35 PM
To: Nelson Pereira
Subject: Re: [rt-users] testing the ability for RT to sendmail

Nelson,
I use Mutt on a SCO box to send automated emails and there is a
variable called REPLYTO that has to be set in the users profile so
Mutt
knows how to address it. I had to do this so when one of my users
sends
an email to RT the RT system will create the ticket for the correct
user.

Also to answer your other question about SiteConfig.pm.  I believe you
have to restart the web server. I may be wrong but here where I am at
it
is a trivial thing to restart it when needed.

John J. Boris, Sr.
JEN-A-SyS Administrator
Archdiocese of Philadelphia

"Remember! That light at the end of the tunnel
Just might be the headlight of an oncoming train!"

>>> "Nelson Pereira" <npereira at protus.com> 3/27/2008 1:30:57 PM >>>
Hi,

I need to test to make sure RT can sendmail to our exchange SMTP.

So I use mutt on the RT system to send mail.

The user on exchange receives the mail although the address of the
sender is :

root at nelsoncentos.domain.org when it should be
root at nelsoncentos.domain.com 

What do I need to change ?

The boxes hostname is nelsoncentos.domain.com

Thanks.

nelson

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