View source for Service Desk Knowledgebase: Mail Support

[[Category:Service Desk Knowledgebase]]
<br />
This is the Mail Support content page of the CL Wiki Service Desk Knowledgebase. Its purpose is to provide information to the Service Desk team on how to handle problems and requests about this CL service. If you are involved with the provision of this CL service please feel free to add to the knowledge about that it. 

If CL staff need to '''''tell the Service Desk team''''' about problems with this service please email<br /> '''[mailto:sys-admin-aside@cl.cam.ac.uk  sys-admin-aside@cl.cam.ac.uk]'''.

Return to the Service Desk Knowledgebase [[Service Desk Knowledgebase | '''SERVICE PORTFOLIO''']] 

==Key Service Description & URLs==
* [http://www.cl.cam.ac.uk/local/sys/microsoft/email/ Introduction to email under Windows]
* [http://www.cl.cam.ac.uk/local/sys/microsoft/exchange2007/ Exchange 2007 Email]
* [http://www.cl.cam.ac.uk/local/sys/roles/ Email rôle addresses within the department]
* [http://www.cl.cam.ac.uk/news/category/sys-admin/ Computer Laboratory News] (Twitter use '''@UC_CL_SysAdm''')

==CL Customer Documentation==
* https://usermailadmin.ad.cl.cam.ac.uk/UserMailAdmin/ChangeMailForwarding.aspx - Update forwarding for your @cl.cam.ac.uk email address (self-service with Raven authentication)
* http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/EmailRedirection

==Further CL Sys-Admin Resources==
* http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/HelpDesk/Mail_support - ''Mail support tasks''
* http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/PostMaster - ''Postmaster''

==Underpinning Services==
* [http://www.cam.ac.uk/cs/ ???] - ''Any supporting or underpinning services''

==Customer-base for this Service==
* All staff and students of the Computer Laboratory

==Costs==
* Free to all current staff and students of the Computer Laboratory

==SLA==
* N/A

==Service Desk Call Handling Procedure==
* Process '''email-admin''' [https://rt.cl.cam.ac.uk/ RT] queue tickets for spam and held messages (See [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#Processing_the_Three_Mail_Server_Queues Hints, Tips & Known Issues] below for How-to details).  Some of these will be held items to mail lists.  If these come from members of staff they should normally be [http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/PostMaster#head-f9447af56a31a1b38edbf99b0aad6f17cca214ac thawed and delivered].  It is best to check if they are replies to a message to a list in which case you might wish to check with the sender that they meant to reply to everyone!  Any spam to the mailing lists should be [http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/PostMaster#head-c751caf585dfb029033ba1a12500623d95bee19b removed].
* [https://rt.cl.cam.ac.uk/ RT] tickets can be escalated from the '''sys-admin''' queue to the Postmaster team by changing the '''Queue''' to '''email-admin''' with the '''Owner''' set to '''Nobody''' & '''Status''' set to '''new''' AND emailing [mailto:postmaster@cl.cam.ac.uk postmaster@cl.cam.ac.uk].  Tell the requestor:<br /> ''I am passing this request over to our Email team who, I'm sure, will be in contact shortly.

===Processing Frozen Messages on the Mail Queues===
[http://www.lookup.cam.ac.uk/person/vrw10 Vince Woodley] (9/1/2014)

This requires your CL account and PuTTY on your desktop computer account to have been setup with the correct CL.ppk private key file before hand...

When the see an [https://rt.cl.cam.ac.uk/ RT] ticket on the '''email-admin''' queue '''To: email-admin@cl.cam.ac.uk''' '''From: exim@cl.cam.ac.uk''' about a '''Message being frozen for moderation''' take the following steps:

# Use a web-browser to go to [http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/PostMaster#head-c751caf585dfb029033ba1a12500623d95bee19b Running tools to view the queue]
# Make sure Pageant.EXE is running and has your private key - by double clicking on '''CL.ppk''' or similar.
# With it running in the system tray launch '''PuTTY''' and go to the CL's '''ssh-remote-0.cl.cam.ac.uk'''
# Type '''kinit''' & press '''[Enter]'''
# Enter your CL '''Password for CRSid@AD.CL.CAM.AC.UK''' & press '''[Enter]'''
# Use '''ssh -K laira''' & press '''[Enter]''' to get the '''laira:~$''' prompt
# Refer to the RT ticket at "'''Message to building-users being frozen for moderation on mta<font color="red">?</font>.cl.cam.ac.uk'''" to find which mta queue the email is stuck on.
# Use the appropriate command based on the number <font color="red">'''?'''</font>:<br /> 
'''sudo ssh -t mta<font color="red">0</font>.cl.cam.ac.uk /usr/exim/setup/cmds/mailproc -Lf'''<br />
'''sudo ssh -t mta<font color="red">1</font>.cl.cam.ac.uk /usr/exim/setup/cmds/mailproc -Lf'''<br />
'''sudo ssh -t mta<font color="red">2</font>.cl.cam.ac.uk /usr/exim/setup/cmds/mailproc -Lf'''
# Click back in the PuTTY window and right-click to paste the above command & press '''[Enter]'''
# Give your CL '''[sudo] password for CRSid:''' & press '''[Enter]'''
# You will now start scrolling through the pending email one (of the three) mail server at a time. Some will simply be passing through the mail server at the time whilst others will be marked as '''** message frozen **''' and '''''require action based on [https://wiki.cam.ac.uk/cl-sys-admin/Service_Desk_Knowledgebase:_Mail_Support#Service_Desk_Call_Handling_Procedure assessing the email].'''''  When you '''T'''haw a message it will be a while before you can continue to process the queue.
# At the '''Action:''' prompt the commands are single characters and case sensitive (the full range of commands are listed [http://www.wiki.cl.cam.ac.uk/rowiki/SysInfo/PostMaster#head-c751caf585dfb029033ba1a12500623d95bee19b here]) most useful are: 
## '''n''' for next (e.g. for non '''** message frozen **''' email passing through) 
## '''R''' for '''R'''emove, followed by '''y'''es or '''[Enter]''' to confirm or use '''n'''o to cancel. (NOTE: email to abuse@cl.cam.ac.uk is very commonly spam.  Most of the email marked '''** message frozen **''' will be spam '''''BUT''' some may not be!'')
## '''T''' to '''T'''haw and send a '''** message frozen **''', followed by '''y'''es or '''[Enter]''' to confirm or use '''n'''o to cancel
## '''v''' to '''v'''iew the full headers ('''spacebar''' to scroll & '''q''' to '''q'''uit)
##'''V''' to '''V'''iew the message body ('''spacebar''' to scroll & '''q''' to '''q'''uit)
# When you see the prompt '''Message ID:''' press '''[Enter]''' 
# When you return to the '''laira:~$''' prompt you have finished going through the mail queue so type '''exit''' & press '''[Enter]'''
# At the '''ssh-remote-0:~$''' prompt type '''exit''' & press '''[Enter]'''
# Put in an appropriate RT comment and Resolve the ticket.

== Contacts ==

'''Primary'''
* [mailto:postmaster@cl.cam.ac.uk postmaster@cl.cam.ac.uk] (Goes to the CL postmasters)

==Availability==
* N/A

==Hints, Tips & Known Issues==
===Autodiscover Service===
[http://www.lookup.cam.ac.uk/person/vrw10 Vince Woodley] (9/1/2014)

The CL Exchange setuo uses the Autodiscover Service to automatically confgure Outlook clients.  Normally this will not be obvious to the user but if the virtual machine is not running correctly there may see a pop up asking if they want to allow 
https://svr-win-mta1.ad.cl.cam.ac.uk/autodiscover/autodiscover.xml
to configure my settings. Allowing it is perfectly okay (when the system is working).




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==Categorising Keywords==
* Mail Email E-mail Exchange Outlook