Autoreply issues

Hello all,

I have a situation where I have several 3rd parties sending automated email
into our ticket system, but it is addressed as though it is comming from the
same address as the queue’s correspond address. The result being that the
ticket is created, but the autoreply causes a RT Bounce: message to be sent
to rt-admin. I was under the impression that RT would not send mail to
itself. I have the offending address listed in the IsRtAddress in the
config.pm file. I always have the option of modifying the Autoresponse
scripaction to look for such a condition but, that seems like a kludge to me.
Is there a more elegant way of fixing this that I’m not seeing or must I
resort to the kludge?

Thanks to all,

-Michael

Michael Grubb wrote:

I have a situation where I have several 3rd parties sending automated email
into our ticket system, but it is addressed as though it is comming from the
same address as the queue’s correspond address. The result being that the
ticket is created, but the autoreply causes a RT Bounce: message to be sent
to rt-admin.

Doctor, doctor, it hurts when I hit myself with this hammer!

I was under the impression that RT would not send mail to
itself. I have the offending address listed in the IsRtAddress in the
config.pm file. I always have the option of modifying the Autoresponse
scripaction to look for such a condition but, that seems like a kludge to me.
Is there a more elegant way of fixing this that I’m not seeing or must I
resort to the kludge?

IsRTAddress() isn’t used by the scrips; it’s used by the mailgate
logic which parses the headers for addresses to add as CCs. It isn’t
consulted for the ticket requestor.

I don’t know how RT would handle not having a requestor (the
RT::Action::SendEmail based scrips won’t care, but the database
might…) but the AutoreplyToRequestor scrip will /always/ notify
the requestor. So the solution might be to modify the logic that
attaches the Requestor to the ticket and swap in a dummy (null?)
requestor if IsRTAddress().

This is something I’m mildly interested in fixing myself, as some
of my staff like to send mail “from” RT addresses. So far I haven’t
been motivated enough to dick with anything, though. The /real/ fix
is to stop people pretending to be RT.