On Tue, Jan 22, 2013 at 05:37:26PM +0100, mrbeeye wrote: > A) single point of contact - only one e-mail address for helpdesk: > [email protected] (with web > form frontend which is preferred) > > B) data from web form are sent through mail to [email protected] > > C) web form is custom web page, it cannot be RT's web UI
These are all fine, although you're not using RT's comments feature (which wants a second email address like [email protected]). > D) form has custom field which should be used to route tickets to > appropriate queue You're going to have to write code in RT to do this after ticket creation, or do it before running rt-mailgate. > E) RT should fetch e-mail from SMTP server using IMAPS There are lots of examples of using fetchmail on the wiki, and you can always pipe to procmail to invoke rt-mailgate into different Queues. > F) RT should send notification and ticket updates using external SMTP/SSL > server, sender > e-mail address must be [email protected] Use a local MTA (such as postfix or sendmail or exim) in relay-only mode with a smarthost configured. While RT has native SMTP support, it has finally been removed from 4.2 and we recommend never using it because it is easy to lose email. A real MTA won't lose email. -kevin
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