I'm trying to get incoming e-mail to automatically go directly into whichever queue/ticket they are related to or create a new one if none exist and the right queue e-mail setup in the web interface is used.

I will have too many queues to have two line items within mailgate per queue.

A similar issue was discussed here (http://serverfault.com/questions/104779/procmail-pipe-to-program-otherwise-return-error-to-sender), but I thought it best to open a new case instead of tagging on what appeared to be an answer to that person's query.

I'm able to send and receive e-mail (via PostFix) to the default rt user and this user successfully accepts all e-mail for the relative domain.

I have no idea where the e-mail goes - it's successfully delivered, but it does not update existing tickets (with a Subject line match) and it does not create any new.

Here's and example of my ./procmail.log:

procmail: [23048] Mon Aug 23 14:26:01 2010
procmail: Assigning "MAILDOMAIN=rt.mydomain.com
"
procmail: Assigning "RT_MAILGATE=/opt/rt3/bin/rt-mailgate
"
procmail: Assigning "RT_URL=http://rt.mydomain.com/
"
procmail: Assigning "LOGABSTRACT=all
"
procmail: Skipped "
"
procmail: Skipped "
"
procmail: Assigning "LASTFOLDER={
"
procmail: Opening "{
"
procmail: Acquiring kernel-lock
procmail: Notified comsat: "rt@18337:./{
"
From [email protected]  Mon Aug 23 14:26:01 2010
 Subject: RE: [RT.mydomain.com #1] Test Ticket 
  Folder: {            1616

Does the notified comsat portion mean that it notified RT?

The contents of my ./procmailrc:

#Preliminaries
 SHELL=/bin/sh               #Use the Bourne shell (check your path!)
 #MAILDIR=${HOME}        #First check what your mail directory is!
 MAILDIR="/var/mail/rt/"
 LOGFILE="home/rt//procmail.log"
 LOG="--- Logging ${LOGFILE} for ${LOGNAME}, "
 VERBOSE=yes
 MAILDOMAIN="rt.mydomain.com"
 RT_MAILGATE="/opt/rt3/bin/rt-mailgate"
 #RT_MAILGATE="/usr/local/bin/rt-mailgate"
 RT_URL="http://rt.mydomain.com/"

 LOGABSTRACT=all


 :0
 {
 # the following line extracts the recipient from Received-headers.
 # Simply using the To: does not work, as tickets are often created
 # by sending a CC/BCC to RT
 TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>* *;.*$/\1/'`
 QUEUE=`echo $TO| $HOME/get_queue.pl`
 ACTION=`echo $TO| $HOME/get_action.pl`
 :0 h b w 
 |/usr/bin/perl $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL
 }

I know that my get_queue.pl and get_action.pl scripts work, as those have been previously tested.

Any help and/or guidance you can give would be greatly appreciated.

• Nicôle