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2016-04-06T20:37:40Z

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Lets say you want to be able to create new queues without having to touch your sendmail configuration. This how-to will allow you to send a mail to [=[mailto:queuename@rt.example.com queuename@rt.example.com]] to Correspond to tickets, and [=queuename+[mailto:action-action-action@rt.example.com action-action-action@rt.example.com]] to work those tickets via email You will need to set [=Set($[[UnsafeEmailCommands]],1);] in your [[RT SiteConfig|RT_SiteConfig]].pm if you wish to take full advantage of this. Read the perldoc documentation of rt-mailgate for full details on using EXTENSION with rt-mailgate.

This howto assumes you have a dedicatd domain for RT configured in sendmail. We'll use rt.example.com.

* First add a rt3 user to receive all mail directed to RT. This is so we can have a custom .procmailrc for RT.

adduser rt3 -g rt3

* In /etc/mail/virtusertable add the following lines:

@rt.example.com rt3+%1
+*@rt.example.com rt3+%1.%2

* Rebuild your map files in /etc/mail

make -C /etc/mail

These virtusertable entries redirect all mail for the domain rt.example.com to the rt3 user. Using "plushack" (known here as EXTENSION) we can tell rt-mailgate what queue we're working with. As a bonus, we use a period as a delimiter on the back-end for separating the queue name from the list of actions. End users won't see the period in email addresses, nor should they use them.

* Create a <code>.procmailrc</code> in the rt3 user's homedirectory containing the following:

<nowiki># Uncomment VERBOSE and LOGFILE for debugging, they're helpful at times.
#VERBOSE=1
#LOGFILE=$HOME/.procmail.log
LOCKFILE=$HOME/.procmail.LCK
ARG1=$1
EXTENSION=`echo $ARG1 | awk -F. '{ print $1 }'`
SUFFIX=`echo $ARG1 | awk -F. '{ print $2 }'`

# if no list of actions, default action is correspond
:0
* ? test -z "$SUFFIX"
|/opt/rt3/bin/rt-mailgate --extension queue --action correspond --url http://rt.example.com/

# Otherwise, if we DO have a list of actions, run with them.
:0 E
* ? test ! -z "$SUFFIX"
{
:0
|/opt/rt3/bin/rt-mailgate --extension queue --action $SUFFIX --url http://rt.cexample.com/
}
</nowiki>

* Notes

Configure your [[RT SiteConfig|RT_SiteConfig]].pm <code>Set($rtname,'rt.example.com');</code>, <code>Set($Organization,'rt.example.com');</code> and your [=Set($[[RTAddressRegexp]],'@rt\.example\.com$');] to the same catch-all domain in virtusertable. I also turn on [=Set($[[ParseNewMessageForTicketCcs]],1);] so that RT auto-assigns people in the To:/Cc: address fields when someone opens a ticket via e-mail.

* BUGS

Mail sent to aqueuethatdoesntexist@rt.example.com will vanish, without an answer.

SendmailWithoutQueueAliases - Revision history

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