WithEmailFacility - Revision history

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2016-04-06T20:39:45Z

9 revisions imported

← Older revision		Revision as of 16:39, 6 April 2016
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195.57.224.3: /* Install Ubuntu 10.04 & RT related packages */

2012-02-01T12:21:01Z

Install Ubuntu 10.04 & RT related packages

← Older revision		Revision as of 08:21, 1 February 2012
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	Set the MYSQL root password when prompted (twice).		Set the MYSQL root password when prompted (twice).

	Set postfix to "Internet site" when prompted.		Set postfix to "Internet site With Smarthost" when prompted.

	Set Email to your smtp server when prompted.		Set Email to your smtp server when prompted.

153.106.51.168: /* Inbound e-mail config */

2011-09-26T15:13:12Z

Inbound e-mail config

← Older revision		Revision as of 11:13, 26 September 2011
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	Send an email to the account: [mailto:IT-Support@yourdomain IT-Support@yourdomain]		Send an email to the account: [mailto:IT-Support@yourdomain IT-Support@yourdomain]

	Fetchmail should pick up this email within 60 seconds & forward it into RT. RT ~~with~~ then reply to you. You should see the ticket in the web console.		Fetchmail should pick up this email within 60 seconds & forward it into RT. RT will then reply to you. You should see the ticket in the web console.

	Note: Once you are happy that inbound email is working, comment out the set logfile line in /etc/fetchmailrc with a # & reboot.		Note: Once you are happy that inbound email is working, comment out the set logfile line in /etc/fetchmailrc with a # & reboot.

98.145.185.8 at 16:46, 30 May 2011

2011-05-30T16:46:44Z

← Older revision		Revision as of 12:46, 30 May 2011
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	[[RedirectMatch]] ^/$ /rt		[[RedirectMatch]] ^/$ /rt

			Save the file.

	Apache fails to start once configured tor request-tracker, the error in the Apache logs is:		Apache fails to start once configured tor request-tracker, the error in the Apache logs is:
Line 116:		Line 118:


	<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: 'UbuntuBeta Mono', 'Ubuntu Mono', monospace; font-size: 12px; line-height: 18px; ">Cause: This error occurs because of the missing Apache::DBI Perl module.</p>		<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: UbuntuBeta Mono, Ubuntu Mono, monospace; font-size: 12px; line-height: 18px;">Cause: This error occurs because of the missing Apache::DBI Perl module.Workaround: Installing libapache-dbi-perl solves the problem.</p>

			<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: UbuntuBeta Mono, Ubuntu Mono, monospace; font-size: 12px; line-height: 18px;">Type: sudo apt-get install libapache-dbi-perl</p>

	<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: 'UbuntuBeta Mono', 'Ubuntu Mono', monospace; font-size: 12px; line-height: 18px; ">Workaround: Installing libapache-dbi-perl solves the problem.</p>


	<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: 'UbuntuBeta Mono', 'Ubuntu Mono', monospace; font-size: 12px; line-height: 18px; ">~~Type: sudo apt-get install libapache-dbi-perl -~~ now continue...</p>		<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: UbuntuBeta Mono, Ubuntu Mono, monospace; font-size: 12px; line-height: 18px;">now continue...</p>



	~~Save the file &~~ run the command:		Now run the command:

	a2enmod rewrite; service apache2 restart		a2enmod rewrite; service apache2 restart

98.145.185.8 at 16:44, 30 May 2011

2011-05-30T16:44:33Z

New page

{{OutdatedInstallGuide}}

The following demonstrates how to install [[RequestTracker]] 3.8.7 with email facility on Ubuntu server 10.04.

[[RequestTracker]] really shines when it works with email as it can notify the end user at key stages of a ticket progress. It will even log the thread of a conversation between RT & the end user.

Before you start, please create a pop3 email account on your mail server. I suggest [mailto:IT-Support@yourdomain IT-Support@yourdomain].

==Install Ubuntu 10.04 & RT related packages==

Boot from the Ubuntu 10.04 CD & follow the installation steps. When presented with the Software Selection screen, select the following:

Lamp Server

Mail Server

[[OpenSSH]] Server

Set the MYSQL root password when prompted (twice).

Set postfix to "Internet site" when prompted.

Set Email to your smtp server when prompted.

Reboot when install finished & login as the username you created.

I suggest logging in remotely via ssh or Putty from now on to make it easy for you to copy & paste in the following commands.

Run the following command to gain root access:

sudo su -

Run the following command to install packa ges:

apt-get update; apt-get install rt3.8-apache2 rt3.8-clients rt3.8-db-mysql request-tracker3.8 fetchmail

Change "rt.tickets" to "tickets" when prompted.

Respond "Yes" to [[RT SiteConfig|RT_SiteConfig]].pm permissions when prompted.

Respond "Yes" to Configure RT with dbconfig-common when prompted.

Enter the MYSQL root password you used earlier in order to set up the new RT database when prompted.

Set the RT database access password (this password is for RT to connect to MYSQL & is stored in [[RT SiteConfig|RT_SiteConfig]].pm).

==Request Tracker config file settings==

Run the following command to back-up the RT config file:

cp /etc/request-tracker3.8/[[RT SiteConfig|RT_SiteConfig]].pm /etc/request-tracker3.8/[[RT SiteConfig|RT_SiteConfig]].pm.old

Run the following command to edit the RT config:

nano /etc/request-tracker3.8/[[RT SiteConfig|RT_SiteConfig]].pm

Comment out the following two lines with a # as shown below:
Set($[[CorrespondAddress]] , '[mailto:rt@tickets rt@tickets]');

Set($[[CommentAddress]] , '[mailto:rt-comment@tickets rt-comment@tickets]');

Paste in the following two lines:

Set($[[MaxAttachmentSize]] , 10000000);

Set($[[FriendlyFromLineFormat]], "\"%s\" <%s>");

Save the file.

==Outbound Email config==

Run the command:

nano /etc/postfix/main.cf

Find the line containing "relayhost" & add your smtp mail server

Save the file.

Run the command:

service postfix restart

Test Outbound mail (Postfix) by emailing a file – (This example sends /etc/fstab).

mailx -s "Postfix Test" [mailto:YourOwnMailbox@domain YourOwnMailbox@domain] < /etc/fstab

Use your own email address in the above command

Check your e-mail client to see if this is working.

==Apache2 config==

Run the command:

nano /etc/apache2/apache2.conf

Append the following at the bottom of the file on a new line:

[[ServerName]] tickets

Save the file & run the command:

nano /etc/apache2/sites-available/default

Find the last line "</[[VirtualHost]]>" and paste in the following two lines just above it:

Include /etc/request-tracker3.8/apache2-modperl2.conf

[[RedirectMatch]] ^/$ /rt

Apache fails to start once configured tor request-tracker, the error in the Apache logs is:

Can't locate Apache/DBI.pm

<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: 'UbuntuBeta Mono', 'Ubuntu Mono', monospace; font-size: 12px; line-height: 18px; ">Cause: This error occurs because of the missing Apache::DBI Perl module.</p>

<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: 'UbuntuBeta Mono', 'Ubuntu Mono', monospace; font-size: 12px; line-height: 18px; ">Workaround: Installing libapache-dbi-perl solves the problem.</p>

<p style="margin-top: 0px; margin-right: 0px; margin-bottom: 1.2em; margin-left: 0px; padding-top: 0px; padding-right: 0px; padding-bottom: 0px; padding-left: 0px; width: auto; max-width: 45em; color: rgb(51, 51, 51); font-family: 'UbuntuBeta Mono', 'Ubuntu Mono', monospace; font-size: 12px; line-height: 18px; ">Type: sudo apt-get install libapache-dbi-perl - now continue...</p>

Save the file & run the command:

a2enmod rewrite; service apache2 restart

==Configure RT from your web browser login==

Log in to RT - Open your web browser, enter your RT IP address use default root login:

root:password

Navigate to: '''Configuration > Global > Group Rights'''

Find "'''Everyone'''" in "'''System Groups'''" and grant the following rights:

[[CommentOnTicket]] [[CreateTicket]] [[ReplyToTicket]]

Navigate to: '''Configuration > Queues > General'''

Set the "'''Reply Address'''" & "'''Comment Address'''" to [mailto:IT-Support@yourdomain IT-Support@yourdomain]

Change “Description” to “IT-Support”

Use a valid email address for your domain.

==Inbound e-mail config==

Run the command:

nano /etc/default/fetchmail

Modify the last line to read:

START_DAEMON=yes

Run the command to open the editor & create a new blank file:

nano /etc/fetchmailrc

Paste in the following six lines:

set daemon 60
set invisible
set no bouncemail
set no syslog
set logfile /var/log/fetchmail.log
poll YOURMAILSERVER protocol pop3 username "IT-Support" password "secret" mda "/usr/bin/rt-mailgate --queue general --action correspond --url [http://localhost/rt/ http://localhost/rt/"] no keep

Note: the last line is long & may have wrapped in your display.

Run the command:

touch /var/log/fetchmail.log; chown fetchmail /var/log/fetchmail.log

Reboot.

To watch inbound email status, run the following command:

tail –f /var/log/fetchmail.log

Send an email to the account: [mailto:IT-Support@yourdomain IT-Support@yourdomain]

Fetchmail should pick up this email within 60 seconds & forward it into RT. RT with then reply to you. You should see the ticket in the web console.

Note: Once you are happy that inbound email is working, comment out the set logfile line in /etc/fetchmailrc with a # & reboot.

Optional: install phpmyadmin to export/import the RTDB database to maintain backups.

Cheers,

[[ChrisM]].