Fran -
Are you _sure_ that CreateTicket has been granted to RT's
"Everyone"
group for your "general" queue? This log snippet would seem to
indicate
otherwise.
Yep, I am positive (and just triple-checked) that I have granted
Everyone the right to CreateTicket and ReplyToTicket in our General
queue's group rights. Keep in mind that this works at least 90% of
the time - we receive first-time tickets in our General queue from
users with all manner of email addresses on a daily basis. :-)
In our system, it took me a while to figure out a similar problem
because my email preprocessor (procmail) was occasionally
specifying the
wrong queue when it invoked /etc/smrsh/rt-mailgate.
Now, this is a very interesting comment. I am filtering all incoming
email for the general queue through procmail. Here is our setup:
In /etc/aliases:
helpdesk: "|/usr/bin/procmail -m QUEUE=general /etc/mail/
helpdesk-procmail-rules"
helpdesk-comment: "|/usr/local/bin/rt-mailgate --queue general --
action comment --url http://our.RT.server/";
In /etc/mail/helpdesk-procmail-rules:
SHELL = /bin/sh
:0 h
* ^X-Spam-Level: +\*\*\*\*
/dev/null
:0
| /usr/local/bin/rt-mailgate --queue $QUEUE --action correspond --url
https://our.rt.server/
Basically, I look at the SpamAssassin headers to weed out incoming
helpdesk requests that look like spam. I'm more trusting of helpdesk-
comment, since it hasn't caused a spam problem, so I send that direct
to rt-mailgate from /etc/aliases.
Notice anything odd about this? Given that it works most of the
time, I think this is ok, but thought maybe you could put a second
set of eyes on it.
Thanks,
Fran
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