Service Desk Knowledgebase: Mail Support

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
sys-admin-aside@cl.cam.ac.uk.

Return to the Service Desk Knowledgebase SERVICE PORTFOLIO

Key Service Description & URLs

• Introduction to email under Windows
• Exchange 2007 Email
• Email rôle addresses within the department
• Computer Laboratory News (Twitter use @UC_CL_SysAdm)

CL Customer Documentation

• https://usermailadmin.ad.cl.cam.ac.uk/UserMailAdmin/ChangeMailForwarding.aspx - URL to update forwarding for your @cl.cam.ac.uk email address (self-service with shibboleth protection - see Email Redirection for details)

Further CL Sys-Admin Resources

• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/HelpDesk/Mail_support - Mail support tasks for the Helpdesk
• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/PostMaster - Postmaster
• http://www.wiki.cl.cam.ac.uk/clwiki/SysInfo/EmailRedirection - Email Redirection

http://www.cl.cam.ac.uk/local/sys/mail/ has:

"user@cl.cam.ac.uk — mostly a mail router, but for a few users a Mail Store, provided by the Laboratory; such accounts are available to staff, visitors and research students"

"If the user is a student on a ‘taught’ course (currently, any part of the Tripos and the ACS MPhil), the address is merely a “stub” pointing at the student’s “@cam” address. These stub addresses are automatically generated and the student has no control over them."

"If the user is a member of academic or assistant staff, forwarding of the address is initialised to be sent to cam, but is under the user’s control using the user mail administration web page."

"Hermes mail readers

Many users of Hermes will use the Computing Service’s Web mail system; this is a highly efficient service, and will appeal to most who like that sort of service…

Most (if not all) Linux distributions offer the text-based pine mail reader, which may be used for access to Hermes; visually-based mail readers are available in abundance: consult the Computing service advice on settings before proceeding."

http://www.cl.cam.ac.uk/local/sys/microsoft/email/ for Windows options.

Underpinning Services

• ??? - 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 RT queue tickets for spam and held messages (See 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 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 removed.
• 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 postmaster@cl.cam.ac.uk. Tell the requestor:
  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

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 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:

1. Use a web-browser to go to Running tools to view the queue

2. Make sure Pageant.EXE is running and has your private key - by double clicking on CL.ppk or similar.

3. With it running in the system tray launch PuTTY and go to the CL's ssh-remote-0.cl.cam.ac.uk

4. Type kinit & press [Enter]

5. Enter your CL Password for CRSid@AD.CL.CAM.AC.UK & press [Enter]

6. Use ssh -K toton & press [Enter] to get the toton:~$ prompt

7. Refer to the RT ticket at "Message to building-users being frozen for moderation on mta?.cl.cam.ac.uk" to find which mta queue the email is stuck on.

8. Use the appropriate command based on the number ?:
sudo ssh -t mta0.cl.cam.ac.uk /usr/exim/setup/cmds/mailproc -Lf
sudo ssh -t mta1.cl.cam.ac.uk /usr/exim/setup/cmds/mailproc -Lf
sudo ssh -t mta2.cl.cam.ac.uk /usr/exim/setup/cmds/mailproc -Lf

9. If you get something like:

 The authenticity of host 'mta1.cl.cam.ac.uk (128.232.25.21)' can't be established.
 RSA key fingerprint is 8e:f8:7c:10:79:85:02:07:e7:04:8d:2d:ca:31:ca:71.
 Are you sure you want to continue connecting (yes/no)? 

Type yes and [Enter]

10. Click back in the PuTTY window and right-click to paste the above command & press [Enter]

11. Give your CL [sudo] password for CRSid: & press [Enter]

12. 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 assessing the email.

13. At the Action: prompt the commands are single characters and case sensitive (the full range of commands are listed here) most useful are:

• n for next (e.g. for non ** message frozen ** email passing through)
• R for Remove, followed by yes or [Enter] to confirm or use no 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 Thaw and send a ** message frozen **, followed by yes or [Enter] to confirm (this takes a long time!) or use no to cancel
• v to view the full headers (spacebar to scroll & q to quit)
• V to View the message body (spacebar to scroll & q to quit)

14. When you see the prompt Message ID: press [Enter]

15. When you return to the toton:~$ prompt you have finished going through the mail queue so type exit & press [Enter]

16. At the ssh-remote-0:~$ prompt type exit & press [Enter]

17. Put in an appropriate RT comment and Resolve the ticket.

Contacts

Primary

• postmaster@cl.cam.ac.uk (Goes to the CL postmasters)

Availability

• N/A

Hints, Tips & Known Issues

CL-* Mailing Lists

Vince Woodley (9/1/2014)

If a University mailman mailing list starting with CL- then the expectation is that the requestor will be the main manager and a colleague will be an additional manager but that CL postmasters will be as managers but not members. A volunteer postmaster is thus required. If the second manager is a Sys-Admin in RT then change the ticket owner to them with the status as New.

Autodiscover Service

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