Creating a queue

On the RT web interface:

  1. authenticate to
  2. head to the Queue creation form (Admin -> Queues -> Create)
  3. pick a Queue Name, set the Reply Address to and leave the Comment Address blank
  4. hit the Create button
  5. grant a group access to the queue, in the Group rights tab (create a group if necessary) - you want to grant the following to the group
    • all "General rights"
    • in "Rights for staff":
      • Delete tickets (DeleteTicket)
      • Forward messages outside of RT (ForwardMessage)
      • Modify ticket owner on owned tickets (ReassignTicket)
      • Modify tickets (ModifyTicket)
      • Own tickets (OwnTicket)
      • Sign up as a ticket or queue AdminCc (WatchAsAdminCc)
      • Take tickets (TakeTicket)
      • View exact outgoing email messages and their recipients (ShowOutgoingEmail)
      • View ticket private (commentary) That is, everything but:
      • Add custom field values only at object creation time (SetInitialCustomField)
      • Modify custom field values (ModifyCustomField)
      • Steal tickets (StealTicket)
  6. if the queue is public (and it most likely is), grant the following to the Everyone, Privileged, and Unprivileged groups:
    • Create tickets (CreateTicket)
    • Reply to tickets (ReplyToTicket)

On the RT server (currently rude):

  1. edit the /etc/aliases file to add a line like:

    rt-QUEUENAME: rtmailarchive+QUEUENAME,      "|/usr/bin/rt-mailgate --queue QUEUENAME --action correspond --url"
  2. regenerate the alias database:

  3. add an entry in the virtual table (/etc/postfix/virtual): rt-QUEUENAME
  4. regenerate the virtual database:

    postmap /etc/postfix/virtual

In Puppet:

  1. add an entry in the main mail server virtual file (currently tor-puppet/modules/postfix/files/virtual) like:

TODO: the above should be automated. Ideally, should be an alias that automatically sends the message to the relevant QUEUENAME. That way, RT admins can create Queues without requiring the intervention of a sysadmin.