https://rt-wiki.bestpractical.com/index.php?action=history&feed=atom&title=SendingCommentsDirectlyToATicketWithPostfix 2026-08-22T05:37:47Z Revision history for this page on the wiki MediaWiki 1.41.1 https://rt-wiki.bestpractical.com/index.php?title=SendingCommentsDirectlyToATicketWithPostfix&diff=3482&oldid=prev 2016-04-06T20:37:40Z

<p>3 revisions imported</p> <p><b>New page</b></p><div>We would like to be able to [https://addons.mozilla.org/en-US/thunderbird/addon/mailredirect/ redirect] a message directly from our inbox to an RT ticket, in the form &#039;&#039;ticketnumber@rthost&#039;&#039; and have it recorded on the specified ticket as a comment.<br /> <br /> Assumptions:<br /> #MTA is postfix.  Configuration is in &#039;&#039;/etc/postfix&#039;&#039; , &#039;&#039;rt-mailgate&#039;&#039; is in &#039;&#039;/usr/bin&#039;&#039; .<br /> #RT is running on a virtual host, e.g.  &#039;&#039;https://helpdesk.example.com/&#039;&#039;<br /> #RT&#039;s virtual host hostname is pointed to the postfix server with proper A/MX records.<br /> <br /> <br /> Steps:<br /> <br /> 1.  create or edit the file: &#039;&#039;/etc/postfix/canonical.pcre&#039;&#039; with contents:<br /> /^(\d+)@helpdesk.example.com/i ticket+${1}@helpdesk.example.com<br /> <br /> <br /> 2.  ensure the file &#039;&#039;/etc/postfix/main.cf&#039;&#039; contains:<br /> recipient_delimiter = +<br /> canonical_maps = pcre:/etc/postfix/canonical.pcre<br /> <br /> <br /> 3.  add to your &#039;&#039;/etc/aliases&#039;&#039; file:<br /> ticket: &quot;|/usr/sbin/rt-mailgate --extension ticket --action comment --url https://helpdesk.example.com/&quot;<br /> <br /> <br /> 4.  Now just take care of the required postfix maintenance commands:<br /> # postmap /etc/postfix/canonical.pcre<br /> # newaliases<br /> # postfix reload<br /> <br /> <br /> From here, you can simply redirect correspondence that should have gone on a ticket by redirecting the message to e.g. &#039;&#039;1234@helpdesk&#039;&#039; .</div>

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