[rt-users] Adding support@ emails to queue - sort of solved - what about HTTPS?

[Kevin Bailey]

Thanks Mike.

I've got the O'Reilly book already - but the mailgate set up is about 
one page! 

As it is I figured that the fetchmail process was pulling out mail from 
the support account and processing them.  It looks like the other guy 
set it up that way because the RT web site is served up over https.

Now when I've tried to use aliasing to sort this I'm getting 
inconsistent results - it's even resulted in a reply of 'Permission denied'.

This is coming up even if I'm using http or https.

Maybe its the testing - will check out more and post later.

Kev

Mike Johnson wrote:
> Need to give more info Kevin,
>  
> where are the replies going to?
> what is setup in RT for the reply email address?
> how are the end users even getting the proper ticket number? are they 
> putting it in the subject line correctly? (e.g. [your.rt.name 
> #ticketnumber] )
>  
> If it is setup to fetch the emails, it's simple configuration to get 
> the replies to work.  I'd suggest the RT Essentials book from 
> O'Reilly, it walks through how to do this.
>  
> Mike Johnson
> Datatel Programmer/Analyst
> Northern Ontario School of Medicine
> 955 Oliver Road
> Thunder Bay, ON   P7B 5E1
> Phone: 807.766.7331
> Email: mike.johnson at normed.ca <mailto:mike.johnson at normed.ca>
> Technology assistance: email nosmhelpdesk at normed.ca 
> <mailto:nosmhelpdesk at normed.ca>
> Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat 
> holidays:
> Off campus toll free 1-800-461-8777, option 8, or locally either
> (705)-662-7120 or (807)-766-7500
>
>
> >>> Kevin Bailey <kbailey at freewayprojects.com> 13/10/2009 7:02 am >>>
> Hi,
>
> We have a system which was set up by another admin to create new 
> tickets when an email is received at support at example.com.
>
> A ticket is then created in a default queue. 
>
> However, replies to emails with the ticket number do not get added to 
> the ticket.
>
> The system has been set up to use fetchmail polling the server.
>
> Since we use Postfix and the system is a default Debian set up what 
> would be the best way to implement tickets being automatically 
> generated and replies being added to the ticket.
>
> It looks to me from the docs that aliasing should be able to do the 
> trick - but I'm wondering why the admin decided to use fetchmail.  
> Also, I believe procmail is a possible way to do this.
>
> Any pointers gratefully received,
>
>
> -- 
> *Kevin Bailey*
> Director/Programmer - Freeway Projects Limited
> Web: www.freewayprojects.com <http://www.freewayprojects.com/>
> Email: kbailey at freewayprojects.com <mailto:kbailey at freewayprojects.com>
> Phone: +44 (0)1752 267090

-- 
*Kevin Bailey*
Director/Programmer - Freeway Projects Limited
Web: www.freewayprojects.com <http://www.freewayprojects.com/>
Email: kbailey at freewayprojects.com <mailto:kbailey at freewayprojects.com>
Phone: +44 (0)1752 267090
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