[rt-users] Configure Fetchmail to create tickets

[Mauricio Tavares]

On Wed, Jul 28, 2010 at 3:02 PM, Mike Johnson <mike.johnson at nosm.ca> wrote:
>
> Yes, this all goes into the .fetchmailrc file for the user executing
> fetchmail, and yes, you'd have to adjust the settings to point to your
> various pieces like perl, mailgate, RT url(note mine doesn't end with /rt3),
> and obviously the email server you are needing to pull emails from.
>
> HTH.
> Mike.
>
     FYI, our setup here has fetchmail running in the machine (ok, a
vm) RT is installed on, which I guess is different than some setups.
Main reason is that we did not want to run any scripts in the mail
server if we did not have to. We stole the basic idea from
http://www.oreillynet.com/linux/blog/2007/08/rt_mailgate.html: mail
goes to the rt email account, which then is queried by fetchmail
whenever it feels doing so (every 20s in our case). So, our
/etc/fetchmailrc looks like this:

set syslog;
set daemon 20;

poll "mail.domain.com"
with protocol imap
username rt password cookies
mda "/usr/bin/perl /usr/bin/rt-mailgate --url https://localhost/ \
--queue support --action correspond"

And /etc/default/fetchmail kinda looks like this:

# This file will be used to declare some vars for fetchmail
#
# Uncomment the following if you don't want localized log messages
# export LC_ALL=C

# If you want to specify any additional OPTION to the start
# scripts specify them here
# OPTIONS=...

# Declare here if we want to start fetchmail. 'yes' or 'no'
START_DAEMON=yes
#

As explained by Mike, you need to make sure that you know where
rt-mailgate and perl are hiding in your system.

Mauricio

>
>
> On Wed, Jul 28, 2010 at 2:24 PM, George Simpson <simpsongeorge68 at gmail.com>
> wrote:
>>
>> Thanks for the reply!
>> I am really new to all of this, I just became an Intern at this company
>> after one year of college and they asked me to set up RT. The
>> poll imap.gmail.com proto imap port 993:
>> username helpdesk at mydomain.com password mypassword  ssl mda "/usr/bin/perl
>> /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue General
>> --action correspond"
>> goes in the fetchmail.conf file right? I can do something like that for
>> the .fetchmailrc file, if that is the right one. The difference is that our
>> rt-mailgate path is usr/sbin/rt-mailgate is that all I put for "usr/bin/perl
>> /opt/rt3/bin/rt-mailgate"?
>> Thanks for the help, and sorry for the complete lack of knowledge.
>> George
>>
>> On Wed, Jul 28, 2010 at 11:09 AM, Mike Johnson <mike.johnson at nosm.ca>
>> wrote:
>>>
>>> In your fetchmail config, you tell fetchmail to send the emails it grabs
>>> to a specific process.  For RT to create a ticket from an email, you need to
>>> give the email to rt-mailgate.
>>>
>>> You do this through the fetchmail config file.
>>>
>>> This is an example of one grabbing email from a google apps account and
>>> sending it to rt-mailgate
>>>
>>> poll imap.gmail.com proto imap port 993:
>>> username helpdesk at mydomain.com password mypassword  ssl mda
>>> "/usr/bin/perl /opt/rt3/bin/rt-mailgate --url http://rt.mydomain.com --queue
>>> General --action correspond"
>>> Hope that helps.
>>> Mike.
>>>
>>>
>>>
>>> On Wed, Jul 28, 2010 at 1:08 PM, George Simpson
>>> <simpsongeorge68 at gmail.com> wrote:
>>>>
>>>> Hello again.
>>>> We finally got fetchmail to work! thanks to everyone who helped, it now
>>>> is up and running. However, we hit a snag while trying to set it up so that
>>>> people just sent emails to helpdesk at myurl.com and it creates a ticket. I
>>>> think we have to set up aliases in fetchmail so that that email address is
>>>> forwarded to the RT helpdesk queue, but I cannot seem to find out how to do
>>>> it. Is there any documentation about doing this anywhere? I cannot seem to
>>>> find it here nor with the all-powerful google. Thanks in advance, and I
>>>> really appreciate everyones help!
>>>> George
>>>>
>>>> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
>>>> Buy a copy at http://rtbook.bestpractical.com
>>>
>>>
>>>
>>> --
>>> 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 nosm.ca
>>
>
>
>
> --
> 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 nosm.ca
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>