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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 [] to Correspond to tickets, and [] to work those tickets via email You will need to set [=Set($UnsafeEmailCommands,1);] in your 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

  • 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:     rt3+%1
+*   rt3+%1.%2
  • Rebuild your map files in /etc/mail
make -C /etc/mail

These virtusertable entries redirect all mail for the domain 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 .procmailrc in the rt3 user's homedirectory containing the following:
# Uncomment VERBOSE and LOGFILE for debugging, they're helpful at times.
 EXTENSION=`echo $ARG1 | awk -F. '{ print $1 }'`
 SUFFIX=`echo $ARG1 | awk -F. '{ print $2 }'`
 # if no list of actions, default action is correspond
 * ? test -z "$SUFFIX"
 |/opt/rt3/bin/rt-mailgate --extension queue --action correspond --url
 # Otherwise, if we DO have a list of actions, run with them.
 :0 E
 * ? test ! -z "$SUFFIX"
   |/opt/rt3/bin/rt-mailgate --extension queue --action $SUFFIX --url
  • Notes

Configure your Set($rtname,'');, Set($Organization,''); 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 will vanish, without an answer.