[rt-users] RT 4.0.5 Inconsistently sending mail
Good Day, I am running RT 4.0.5 on Debian 6 (installed from source) with a Postgres DB backend. Ever since completing the upgrade approximately two weeks ago we have been seeing the following error intermittently in the UI on tickets. When we did the upgrade we installed a fresh installation of RT on a new server and also took the opportunity to migrate from MySQL to Postgres. Wed Mar 07 09:08:16 2012The RT System itself - System error http://rt.fccv-itsup01.fccoc.local/Ticket/Attachment/92696/56957/ Sending the previous mail has failed. Please contact your admin, they can find more details in the logs. When I look into the logs I see the following actions for the ticket transaction (reply, comment) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-491.4222-...@rt.fccv-itsup01.fccoc.local #4222/92694 - Scrip 5 On Correspond Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-361.4222-...@rt.fccv-itsup01.fccoc.local #4222/92694 - Scrip 7 On Correspond Notify Other Recipients (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-361.4222-...@rt.fccv-itsup01.fccoc.local No recipients found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:352) Mar 7 09:08:16 fccv-itsup01 RT: rt-4.0.5-28242-1331129296-1695.4222-...@rt.fccv-itsup01.fccoc.local #4222/92694 - Scrip 6 On Correspond Notify Requestors and Ccs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 09:08:16 fccv-itsup01 RT: CurrentUserSelectQueue---22---CreateTicket---0ticketsSelectQueue---22---CreateTicket---1create_in_types_session_idActionsmy_rt_portletsCurrentSearchHashNextPagei at /opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged line 11. (/opt/rt4/local/plugins/RTx-AssetTracker/html/Callbacks/AssetTracker/Elements/Tabs/Privileged:11) The common trend for the tickets that generate these messages is that they are external users to our organization that are being auto created on ticket submission. I have verified that the users have valid email address populated in RT. When this occurs it stops the user correspondence (auto-reply, reply to ticket, etc) and the Admin CC from being sent. I should also add that the Scrips being executed in the examples above are stock script that shipped with RT with no modifications. Any help on where to look to get further information would be appreciated. Thanks, Dustin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] RT 4.0.5 Inconsistently sending mail
On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley t...@bestpractical.com wrote: On 03/07/2012 09:19 AM, Dustin Berube wrote: When I look into the logs I see the following actions for the ticket transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas, I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. Outgoing mail is routed to a SMTP smart host which is our Exchange server. I found the error and have included it below. Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-1857.4222-...@rt.fccv-itsup01.fccoc.local #4222/92655 - Scrip 3 On Create Autoreply To Requestors (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-1857.4222-...@rt.fccv-itsup01.fccoc.local: Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupp...@flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-203.4222-...@rt.fccv-itsup01.fccoc.local #4222/92655 - Scrip 4 On Create Notify AdminCcs (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:301) Mar 7 08:28:11 fccv-itsup01 RT: rt-4.0.5-28242-1331126891-203.4222-...@rt.fccv-itsup01.fccoc.local: Could not send mail with command `/usr/sbin/sendmail -oi -t -f techsupp...@flaglerclerk.com`: couldn't execute program: Cannot allocate memory at /opt/rt4/sbin/../lib/RT/Interface/Email.pm line 447.#012#012Stack:#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:447]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:308]#012 [/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:128]#012 [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012 [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012 [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]#012 [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012 [/opt/rt4/sbin/../lib/RT/Record.pm:1459]#012 [/opt/rt4/sbin/../lib/RT/Ticket.pm:676]#012 [/opt/rt4/sbin/../lib/RT/Interface/Email.pm:1514]#012 [/opt/rt4/share/html/REST/1.0/NoAuth/mail-gateway:61] (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:465) Let me know if further information is needed. -Dustin Set( $rtname, Flagler Clerk's Office); Set( $Organization, 'rt.fccv-itsup01.fccoc.local'); Set( $Timezone, 'America/New_York'); Set( $DatabaseType, 'Pg'); Set( $DatabaseUser, '##'); Set( $DatabasePassword, '##'); Set( $DatabaseName, 'rt4'); Set( $WebDomain, rt.fccv-itsup01.fccoc.local); Set( $WebPath, ); Set( $WebBaseURL, http://rt.fccv-itsup01.fccoc.local;); Set( $MinimumPassowrdLength, 5); Set( $OwnerEmail, 'root'); Set( $LoopsToRTOwner, 1); Set( $SendmailArguments, -oi -t -f techsupport\@flaglerclerk.com); Set( $MaxAttachmentSize , 4000); Set( $PreferRichText, true); Set( $TrustHTMLAttachments, true); Set( $RTAddressRegexp, '^((techsupport|ap|vab|rt-ap|rt-vab)\@(flaglerclerk\.com|itsupport\.fccoc\.local))$'); Set( $CorrespondAddress, 'techsupp...@flaglerclerk.com'); Set( $CommentAddress, 'techsupp...@flaglerclerk.com'); Set( $ParseNewMessageForTicketCcs, 1); Set($UseFriendlyFromLine, 1); Set($FriendlyFromLineFormat, \%s\ %s); Set($UseFriendlyToLine, 1); Set($FriendlyToLineFormat, \%s Ticket #%s\:;); Set($NotifyActor, 0); Set($RecordOutgoingEmail, 1); Set($HomepageComponents, [qw( QuickCreate Quicksearch MyAdminQueues MySupportQueues MyReminders RefreshHomepage Dashboards )]); Set(@Plugins, (qw( RTx::AssetTracker RT::Extension::PriorityAsString RT::Authen::ExternalAuth RT::Extension::JSGantt RT::Extension::CommandByMail RT::Extension::CustomFieldsOnUpdate RT::Extension::SpawnLinkedTicketInQueue ))); # Setup Full Text Searching Set( %FullTextSearch, Enable = 1, Indexed= 1, Column = 'ContentIndex
Re: [rt-users] RT 4.0.5 Inconsistently sending mail
On Wed, Mar 7, 2012 at 10:57 AM, Ruslan Zakirov r...@bestpractical.comwrote: On Wed, Mar 7, 2012 at 19:28, Dustin Berube dustin.ber...@gmail.com wrote: On Wed, Mar 7, 2012 at 9:50 AM, Thomas Sibley t...@bestpractical.com wrote: On 03/07/2012 09:19 AM, Dustin Berube wrote: When I look into the logs I see the following actions for the ticket transaction (reply, comment) All of the log lines you provided are normal info log lines. You will need to find the actual error message, which should appear in the logs. Please also send your RT_SiteConfig.pm (with passwords censored) and details on your outgoing mail configuration. Thomas, I have attached a sanitized copy of my RT_SiteConfig.pm as a text file. Outgoing mail is routed to a SMTP smart host which is our Exchange server. I found the error and have included it below. RT couldn't start sendmail program as server is out of memory. I noticed that as well after I sent the error to the list. I have dug further into the issue and found that Apache was consuming most of the memory on the server. I have tweaked MaxClients and MaxRequestsPerChild and will post back in a few days with my findings. Thanks, Dustin
Re: [rt-users] 3.4.2 to 4.x
On Wed, Dec 28, 2011 at 9:50 AM, Darin Perusich darin.perus...@ctg.comwrote: I have a bunch of notes I can share which might be helpful, I ran into a few issues performing the update because of AssetTracker. Ping me off-list and I'll share them. Darin, I'd be interested in seeing any notes you would be willing to share regarding the issues you faced with upgrading to Postgres because of AT. I'm getting ready to upgrade to RT 4.0.4 and would like to take the opportunity to migrate to Postgres. Thanks, Dustin RT Training Sessions (http://bestpractical.com/services/training.html) * Boston March 5 6, 2012
Re: [rt-users] Request Tracker 4.0.1 and Asset Tracker Extension
Todd, I would be willing to review updates and provide feedback. I have been holding off our upgrade to RT4 until AT was updated. Thanks, Dustin RT Training Sessions (http://bestpractical.com/services/training.html) * Chicago, IL, USA September 26 27, 2011 * San Francisco, CA, USA October 18 19, 2011 * Washington DC, USA October 31 November 1, 2011 * Melbourne VIC, Australia November 28 29, 2011 * Barcelona, Spain November 28 29, 2011
Re: [rt-users] Records RT - Doubt
3) Then we have an alternative for users who never get onto RT. We created DB Views (native SQL) used for reporting only and then use Cognos as a reporting tool against those views. The reports that exist are available thru links in our company website. Kenn, I'd be curious to find out a little more about the Cognos configuration. If you are using Impromptu, are you using a distributed catalog setup to distribute the catalog to your Cognos users? I currently use Cognos to generate reports from our ERP/CRM package running on an iSeries. Thanks, Dustin
Re: [rt-users] Users Handbook
Kenn Can I get a copy as well? Thanks Dustin On Apr 19, 2011 7:50 PM, Joanne Keown joanne.ke...@coloradogroup.com.au wrote: Hi Kenn, Would I be able to have a copy of your handbook too? Kind regards Jo Jo Keown, MBusAdmin(Mgt), PNA IS Business Analyst Colorado Group Ltd 100 Melbourne Street South Brisbane QLD 4101 Ph: +61 7 3877 3399 Mobile: 0402 697 351 Email: joanne.ke...@coloradogroup.com.aumailto: joanne.ke...@coloradogroup.com.au [cid:image001.png@01CBFF3E.E760B100]http://www.dianaferrari.com.au/ [cid:image002.png@01CBFF3E.E760B100]http://www.williamstheshoemen.com.au/ [cid:image003.png@01CBFF3E.E760B100]http://www.colorado.com.au/ [cid:image004.png@01CBFF3E.E760B100]http://www.jag.com.au/ [cid:image005.png@01CBFF3E.E760B100]http://www.mathers.com.au/ [cid:image006.jpg@01CBFF3E.E760B100]http://www.fusioncard.com.au/ Sign up to FUSIONhttp://www.fusioncard.com.au/ now for special member offers at 5 of Australia's leading fashion brands. From: rt-users-boun...@lists.bestpractical.com [mailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Wednesday, 20 April 2011 8:30 AM To: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook 20/20, Sure. Kenn Crocker On Tue, Apr 19, 2011 at 2:47 PM, 20/20 Lab l...@pacbell.netmailto: l...@pacbell.net wrote: Hate to feel like I'm jumping on a bandwagon; but I would appreciate a copy as well. -Matt On 04/19/2011 2:39 PM, Kenneth Crocker wrote: Asif, Sure. Kenn On Tue, Apr 19, 2011 at 2:21 PM, Asif Iqbal vad...@gmail.commailto: vad...@gmail.com wrote: I like to get a copy to if that is possible. On Tue, Apr 19, 2011 at 5:09 PM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Jason, Miachael, Yan, Kevin, Raed, Tyler Drew, I will certainly mail each of you a copy of both the User's Guide as well as the Queue Admin Guide. You must keep in mind that this documentation is tailored towards the way we do things here at LBNL. We have over 100 Queues that are used to support Application Projects/Systems/Support. In most cases, we have a WorkFlow process that includes Review Approval of requests before being moved to the support Queue as well as QA procedures that allow for separate approval of QA test results (by another team or the requestors, etc) before migration to production Resolution. That means I the documentation will be referring to Ticket Status values we added, Custom Fields Scrips created for these processes. As long as you guys plan to rip out what you don't need, it can be useful as a baseline of instruction on understanding terminology, privileges, notification scrips, searching reporting (including dashboards), and on. I hope it will be useful for you. I'll be sending them out in a couple of hours. Kenn LBNL On Tue, Apr 19, 2011 at 1:40 PM, Jason Ledford jledf...@biltmore.com mailto:jledf...@biltmore.com wrote: Can I get a copy? From: rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: Tuesday, April 19, 2011 3:15 PM To: rt-users@lists.bestpractical.commailto: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Raed Kevin, I'll have to send these to your individual email address as the User's list will stop it cause the attachments are so large. Kenn LBNL On Tue, Apr 19, 2011 at 9:48 AM, Kenneth Crocker kfcroc...@lbl.gov mailto:kfcroc...@lbl.gov wrote: Raed, Absolutely! Right now I'm prepping it to remove any company info that shouldn't go out. Both Guides should be ready by EOD. BTW, the guides are based on 3.8.7, including screen shots, etc. Kenn LBNL On Tue, Apr 19, 2011 at 9:33 AM, Raed El-Hames raed.el-ha...@daisygroupplc.commailto:raed.el-ha...@daisygroupplc.com wrote: Hello Kenn: Ist possible you can share your Users Guide , I've been planning to make one for my users in here for a while, but other work keep cropping up, and any help starting this will be useful. Regards; Roy From: rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com [mailto:rt-users-boun...@lists.bestpractical.commailto: rt-users-boun...@lists.bestpractical.com] On Behalf Of Kenneth Crocker Sent: 19 April 2011 00:12 To: rt-users@lists.bestpractical.commailto: rt-users@lists.bestpractical.com Subject: Re: [rt-users] Users Handbook Yan, I developed some guides for our user's. It has a Glossary of terms and references tp Privileges (the Admin guide). However, it refers to workflow functions and scrip that we developed that might not be in sync with what you do. This is what the TOC for the User's Guide looks like: 1: Introduction. - 1 - 2: Administration. - 5 - 3: Logging In. - 7 - 4: Home Page. - 8 - 5: Tickets Interface. - 14 - 6: Common
Re: [rt-users] Asset Tracker 2.0 Rest API
On Mon, Apr 11, 2011 at 11:33 AM, Todd Chapman t...@chaka.net wrote: Dustin, I'll have to review the REST interface. No updates were made to it in the 2.0 release. My guess would be that it is currently lacking. The best place to discuss Asset Tracker is on the at-users mailing list: http://groups.google.com/group/at-users -Todd Todd - Thanks for the reply. I haven't had the time this week to pursue this further, but when I do I will direct my finding / questions to the at-users list. Thanks, Dustin
[rt-users] Asset Tracker 2.0 Rest API
My apologizes if this is the wrong list to ask this question. Does the new version of Asset Tracker have a REST API or does it utilize the REST interface naively in RT? I need to integrate the data from Asset Tracker with a third party application and the REST interface would be the easiest. I'm currently running RT 3.8.9 and AT 2.0.0b1. Thanks, Dustin
Re: [rt-users] How to automatically route tickets to queues based on sender email address
On Sat, Nov 13, 2010 at 1:20 PM, Kevin herve@gmail.com wrote: Thanks Josh, but the idea is to maintain a single email address for all customers and not multiple ones. Kevin, You may want to look into using procmail in conjunction with your MTA to route email message to different queues based on sender domain or other criteria (we also check for subject line in my environment). If you would like I can create a quick writeup on how I'm using postfix + procmail to route mail into the appropriate RT queue. -dustin
Re: [rt-users] Queue specific templates
Thanks Kenn I implemented these changes yesterday and it worked great. On Sep 29, 2010 5:00 PM, Dustin Berube dustin.ber...@gmail.com wrote: Dustin, Just name the template the same name as the Global template and RT will use the Queue-... Thanks for the info Kenn. I will give this a try tomorrow morning. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Queue specific templates
I am looking for some suggestions on the best way to have queue specific templates. I certain departments that have a queue setup with different needs for auto-responses and ticket resolutions. Is there is a way to over ride the global templates on a per queue basis? IT is the primary users of RT and we have a few departments that want to have a queue to handle their customer service needs. How are you handling the differences between each queue as far as scrips and templates are concerned? Did you delete the global scrips and templates and create them on a per queue basis? Thanks, Dustin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Queue specific templates
Dustin, Just name the template the same name as the Global template and RT will use the Queue-specified version of the same named template. For Queue-level scrips, you can select either the Global template or the ones you have for just the Queue. Thanks for the info Kenn. I will give this a try tomorrow morning. RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Outlook 2007 inserting multiple blank lines
Hello, I've been having problems with people that send emails into RT from Outlook 2007 or 2010. If they reply to a message it keeps adding blank lines, overtime there are extremely large gaps in the email thread. I searched around on Google and found this thread http://www.gossamer-threads.com/lists/rt/users/94042 which mentions the problem. I followed Jesse's advice and copied the latest EmailParser.pm from git 3.8-trunk to /opt/rt3/lib/RT/EmailParser.pm however blank lines keep getting added to the messages. I have cleaned the mason cache as well as restarting postfix and apache. Thanks for the help. Dustin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
[rt-users] Forward ticket with complete history and attachments
I'm looking to forward a ticket with full transaction history and attachments to an email address. I have tried using the forward button for the ticket (next to Resolve), however I only get the initial ticket creation and the file attachment that was submitted at that time. I'm using RT 3.8.8. Thanks in advance. - Dustin RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Forward ticket with complete history and attachments
On Fri, Aug 20, 2010 at 10:25 AM, Kevin Falcone falc...@bestpractical.comwrote: On Fri, Aug 20, 2010 at 09:36:13AM -0400, Dustin Berube wrote: I'm looking to forward a ticket with full transaction history and attachments to an email address. I have tried using the forward button for the ticket (next to Resolve), however I only get the initial ticket creation and the file attachment that was submitted at that time. I'm using RT 3.8.8. The Forward button at the top of the tickets forwards all correspondence and attachments. Is it possible that your other transactions are comments? Kevin - Thanks for the quick reply. Yes they are comments. Is it possible to change the behavior of this or achieve the desired results by either changing a value in the config file or creating a Scrip? RT Training in Washington DC, USA on Oct 25 26 2010 Last one this year -- Learn how to get the most out of RT!
Re: [rt-users] Determine Queue based off of email domain
On Sun, Mar 21, 2010 at 11:06 PM, Matt Hoover m...@hoov.net wrote: Dustin- I think the best way to handle that would be thru your postfix configuration. Just send each alias to a different Q... http://www.postfix.org/VIRTUAL_README.html#virtual_alias Once you have email being delivered to those aliases -follow the wiki and pipe your email to rt-mailgate and specify the queue. http://wiki.bestpractical.com/view/ManualEmailConfig Matt Matt, I don't disagree with you, using the procmail recipes was the best option in this scenario due to politics. The outside entities that I deal with will not change the support email address so I had to make it work with what I had. Actually the procmail recipes I posted are working extremely well in this environment. Basically postfix is just passing the messages over to procmail for filtering and delivery. I set the mailbox_command directive in /etc/postfix/main.cf to equal this: mailbox_command = /usr/bin/procmail ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
On Sat, Mar 20, 2010 at 10:48 AM, Michelle Konzack linux4miche...@tamay-dogan.net wrote: Hello Dustin Berube, Am 2010-03-19 22:30:30, hacktest Du folgendes herunter: I would want anyone sending an email to techsupp...@abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Puzzeing around... I have 11 Request-Tracker for 7 different domains runing on a singel courier server. Where is the problem? You create three accounts for techsupp...@abc.com techsupp...@jkl.com techsupp...@xyz.com and each is handled seperateley. I agree I would like to go this route as well, however I don't have administrative access to two of the three domains and there is a lot of politics involved (I work in the local government sector). Two of the domains are handled by separate entities. I had a hard enough time just getting them to agree to email a helpdesk account instead of individual people. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Determine Queue based off of email domain
On Sat, Mar 20, 2010 at 5:59 AM, Brumm, Torsten / Kuehne + Nagel / Ham MI-ID
torsten.br...@kuehne-nagel.com wrote:
Check out procmail, this is what you are looking for!
Torsten
Tortsen,
Thanks for pointing me into the right direction with procmail. Here's the
solution that I came up with (hopefully it will be helpful to someone else).
/etc/procmailrc
# Set Variables
SHELL=/bin/sh
LOGFILE=/var/log/procmail.log
LOG=--- Logging ${LOGFILE} for ${LOGNAME}---\n
VERBOSE=yes
RT_MAILGATE=/opt/rt3/bin/rt-mailgate
RT_URI=http://192.168.0.29/ticket;
LOGABSTRACT=no
# ABC
:0
* ^From: @abc.com
|/usr/bin/perl $RT_MAILGATE --queue abc's Office --action correspond --url
$RT_URI
# JKL
:0
* ^From: @jkl.org
|/usr/bin/perl $RT_MAILGATE --queue JKL --action correspond --url $RT_URI
# XYZ
:0
* ^From: @xyz.org
|/usr/bin/perl $RT_MAILGATE --queue XYZ --action correspond --url $RT_URI
# All others
:0
* !^From: @abc.com|@jkl.org|@xyz.org
|/usr/bin/perl $RT_MAILGATE --queue External Users --action correspond
--url $RT_URI
___
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[rt-users] Determine Queue based off of email domain
I am trying to get RT setup to place new tickets in a particular queue based off the senders mail domain. We use RT at work to handle support tickets for our customers in the building. I have 3 different email domains that would be sending us tickets. For example I have the following domains that would send us email @abc.com - company's email account (I have control over this domain) @jkl.com - Operational department that we support (email is handled by there main office) @xyz.com - Outside agency that we maintain a hosted financial system for I would want anyone sending an email to techsupp...@abc.com to have a ticket created in a particular queue depending on the email domain they are a part of. Example: @abc.com - goes to the ABC Ticket Queue @jkl.com - goes to the JKL Ticket Queue @xyz.com - goes to the XYZ Ticket Queue Is there a way to do this with RT's Scips or would I be better off trying to filter mail for this criteria with postfix? Thanks, Dustin ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
