[rt-users] Could someone help a newb evaluating RT with email setup?

Tue Feb 19 17:43:07 EST 2013

My last reply didn’t go to the list, sorry about that. But Aaron hit the nail right on the head. It’s been a while since I’ve been administrator of a postfix box, but it’s coming back to me in floods. ☺

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 4:23 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

So what I think you need now is a smarthost to relay the mail back, we use this method in our setup.  This is simple by adding a line to the postfix main.cf.

relayhost = {exchangeserver}.{domain.com}:25

Replacing {exchangeserver} and {domain.com} with their correct values.  Restart Postfix and give it another try :)
---

Regards,

Aaron Guise

[http://www.guise.net.nz/images/signatures/email.gif]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[http://www.guise.net.nz/images/signatures/VMW-LGO-CERTIFIED-PRO-5-K.png]  [http://www.guise.net.nz/images/signatures/itil_logo.gif]   [http://www.guise.net.nz/images/signatures/officiallogo-nd-25.jpg]   [http://www.guise.net.nz/images/signatures/ubuntu.png]

On 2013-02-20 11:15, John Buell wrote:
Changed /etc/mailname and /etc/hostname and then….

Yes, postfix seems to be part of the problem – it was rejecting the messages relayed to rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com> but has quit doing that after I changed main.cf. So this is progress! I’ve got tickets, I can send email to create new tickets, but I’m not getting replies to go anywhere when ownership of a ticket is changed or a ticket is marked resolved. Is there a procedure of going through the Scrips that I missed somehow?

Thanks for all the help Aaron!

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 3:37 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

ahhh,  check /etc/mailname

I know postfix uses that to determine whether it will accept mail for that domain.  Exim is no doubt similar :)

You should change that file to read rt.countrysampler.com<mailto:rt at rt.countrysampler.com>

---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]

On 2013-02-20 10:31, John Buell wrote:
Oddly enough, I’m not getting any bounced messages, whether to the local root account, the account as defined in rt (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>) or to my account (this one) when I enter/change tickets. However, using my local admin account (buelljd) on the Ubuntu box and mailing rt at localhost worked just fine.

The system was using exim, I’m changing it to postfix.

I finally got this from Outlook:
Delivery has failed to these recipients or groups:

Request Tracker (rt at rt.countrysampler.com)<mailto:rt at rt.countrysampler.com>
Your message wasn't delivered due to a permission or security issue. It may have been rejected by a moderator, the address may only accept e-mail from certain senders, or another restriction may be preventing delivery.

The following organization rejected your message: csmaghpserver.

Diagnostic information for administrators:

Generating server: CSMAGEX1.us.ecc.ads

rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>
csmaghpserver #554 5.7.1 <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>: Relay access denied ##

Original message headers:

Received: from CSMAGEX1.us.ecc.ads ([::1]) by CSMAGEX1.us.ecc.ads ([::1]) with
mapi id 14.01.0438.000; Tue, 19 Feb 2013 12:02:17 -0600
Content-Type: multipart/mixed;
            boundary="_000_F29439DECCB52B42A0D6B9071C68A5B90FBA1F4FCSMAGEX1useccad_"
From: John Buell <jbuell at countrysampler.com<mailto:jbuell at countrysampler.com>>
To: Request Tracker <rt at rt.countrysampler.com<mailto:rt at rt.countrysampler.com>>
Subject: Test
Thread-Topic: Test
Thread-Index: Ac4Oyz1cSIzIuAUcTNu2u7ZjLDAizg==
Date: Tue, 19 Feb 2013 18:02:16 +0000
Message-ID: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
Accept-Language: en-US
Content-Language: en-US
X-MS-Has-Attach:
X-MS-TNEF-Correlator: <F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads<mailto:F29439DECCB52B42A0D6B9071C68A5B90FBA1F4F at CSMAGEX1.us.ecc.ads>>
x-originating-ip: [10.1.15.145]
MIME-Version: 1.0

So I changed the entry in /etc/hosts from ‘csmaghpserver’ to ‘rt’

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Tuesday, February 19, 2013 2:13 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

Hi John,

What mail system have you got on the RT box?  Myself I use postfix as my preferred solution.

Also when sending an email to any of the contacts you created do you get a bounce at all?  That information would be useful in solving this.

---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]

On 2013-02-20 07:43, John Buell wrote:
Thanks Aaron, this was a huge step forward for me! I’ve got regular aliases for correspond and comment aliases for comments on my RT box, a connector on Exchange, contacts on Exchange, but I’m still not getting email. I’m not sure what to look at, but if anyone has time to look at a few screenshots, I posted a new gallery on a personal site of mine:

http://photos.buellnet.net/GalleryThumbnails.aspx?gallery=3660908

If, on the other hand, you need more information about my network setup (since rt.countrysampler.com is only available within our firewall), please let me know that too. So far I’m really liking this product and our managers seem pleased with it too.

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Aaron Guise
Sent: Monday, February 18, 2013 9:05 PM
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: Re: [rt-users] Could someone help a newb evaluating RT with email setup?

I have put some further detail on the Request Tracker wiki @ http://requesttracker.wikia.com/wiki/Relaying_mail_from_Microsoft_Exchange_2007_to_RT

---

Regards,

Aaron Guise

[Image removed by sender.]aaron at guise.net.nz<mailto:aaron at guise.net.nz>

[Image removed by sender.]  [Image removed by sender.]   [Image removed by sender.]   [Image removed by sender.]

On 2013-02-19 10:25, John Buell wrote:

I've got most of a skeletal set up done, I think. I'm using an old HP server box with Ubuntu 12.04 installed. Rather than running the rt in the Ubuntu software repository though, I went ahead and downloaded 4.0.10 myself and installed it and all of the perl modules. I'm only intending the web server portion to be available within our local network (so I haven't enabled SSL), though I did go ahead and make a dns entry for rt.countrysampler.com so that it resolves to the correct internal IP address.

Web configuration went ok, MySQL configuration went ok (I've used MySQL before as the backend for another vendor's ticket system), I just can't for the life of me figure out how to get RT to talk to our Exchange 2010 server. I've got the root user enabled (for the moment), myself set up within RT as a privileged user, and all of my employees (38) entered. I have 14 departments set up, so that I can track who has the most problems. I've added eight ticket queues (hardware, software, phones, etc) and have been setting up the appropriate permissions so that people can sign in and create tickets. As the lone privileged user, I'm the only one that can close/modify the tickets once entered. So far so good.

We have an Exchange 2010 server running on a virtual machine (Hyper-V) that would be able to listen for and respond to email. I've gone through some documentation I've found online, but most everything seems to be for older versions of Exchange. I've created a dedicated user account to be the sender/reply-to for all messages generated through RT (stcadmin at countrysampler.com<mailto:stcadmin at countrysampler.com>), but where on Earth do I set it up so that RT and Exchange are talking?

I realize these sorts of things must have been asked a million times before, and for that I apologize, but if I could find a couple quick config files or something, I wouldn't harass you folks. :)

Thanks in advance,

John Buell

Systems Administrator

Country Sampler LLC

707 Kautz Road

St. Charles, IL 60174

(630) 762-7806

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