Autoreply not working when submission passes through aliases

Hi All,

Version: RT 3.6.1

I’m having an issue with autoreply. Let’s say I have a queue setup
called foo. This queue has a submission address of foo@rt.uchicago.edu.
I also have queue foo setup to send an autoreply on create back to the
requester. Everything works fine, mail to foo@rt.uchicago.edu causes
the tickets to be created and autoreplies to be sent, now the problem.
Foo used to be a mailing list with an additional top level alias on it.
So we had foo@uchicago.edu -> foo@lists.uchicago.edu. We’re now going
to handle all requests to foo via rt, so I’ve setup foo@rt.uchicago.edu
as the only member of the list foo@lists.uchicago.edu. Now, if I send a
message to foo@uchicago.edu or foo@lists.uchicago.edu RT creates a
ticket, correctly recognizes the address I used (this address doesn’t
have an RT account associated with it) as the requester, but doesn’t
send the autoreply. The logs show the familiar message

Any ideas?

Thank you for your time,

Dave

David Langenberg
Network Based Services
The University of Chicago

signature.asc (189 Bytes)

David Langenberg wrote:

Hi All,

Version: RT 3.6.1

I’m having an issue with autoreply. Let’s say I have a queue setup
called foo. This queue has a submission address of foo@rt.uchicago.edu.
I also have queue foo setup to send an autoreply on create back to the
requester. Everything works fine, mail to foo@rt.uchicago.edu causes
the tickets to be created and autoreplies to be sent, now the problem.
Foo used to be a mailing list with an additional top level alias on it.
So we had foo@uchicago.edu -> foo@lists.uchicago.edu. We’re now going
to handle all requests to foo via rt, so I’ve setup foo@rt.uchicago.edu
as the only member of the list foo@lists.uchicago.edu. Now, if I send a
message to foo@uchicago.edu or foo@lists.uchicago.edu RT creates a
ticket, correctly recognizes the address I used (this address doesn’t
have an RT account associated with it) as the requester, but doesn’t
send the autoreply. The logs show the familiar message

Sorry – forgot the rest of the log message:No recipients found. Not
sending.

Dave

David Langenberg
Network Based Services
The University of Chicago

signature.asc (189 Bytes)

Joby Walker wrote:

Is your script using the “Autoreply to Requestors” action? If not then
the the general “NotifyActor” configuration setting will take precedence
and the Actor will be stripped from the mail. And with no recipients an
email message is aborted.

Yes, we’re using the Autoreply To Requestors action.

Dave

Joby Walker
C&C SSG, University of Washington

David Langenberg wrote:

David Langenberg wrote:

Hi All,

Version: RT 3.6.1

I’m having an issue with autoreply. Let’s say I have a queue setup
called foo. This queue has a submission address of foo@rt.uchicago.edu.
I also have queue foo setup to send an autoreply on create back to the
requester. Everything works fine, mail to foo@rt.uchicago.edu causes
the tickets to be created and autoreplies to be sent, now the problem.
Foo used to be a mailing list with an additional top level alias on it.
So we had foo@uchicago.edu -> foo@lists.uchicago.edu. We’re now going
to handle all requests to foo via rt, so I’ve setup foo@rt.uchicago.edu
as the only member of the list foo@lists.uchicago.edu. Now, if I send a
message to foo@uchicago.edu or foo@lists.uchicago.edu RT creates a
ticket, correctly recognizes the address I used (this address doesn’t
have an RT account associated with it) as the requester, but doesn’t
send the autoreply. The logs show the familiar message

Sorry – forgot the rest of the log message:No recipients found. Not
sending.

Dave



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

David Langenberg
Network Based Services
The University of Chicago

signature.asc (189 Bytes)

Is your script using the “Autoreply to Requestors” action? If not then
the the general “NotifyActor” configuration setting will take precedence
and the Actor will be stripped from the mail. And with no recipients an
email message is aborted.

Joby Walker
C&C SSG, University of Washington

David Langenberg wrote:

David Langenberg wrote:

Joby Walker wrote:

Is your script using the “Autoreply to Requestors” action? If not then
the the general “NotifyActor” configuration setting will take precedence
and the Actor will be stripped from the mail. And with no recipients an
email message is aborted.

Yes, we’re using the Autoreply To Requestors action.

Just to update: autoreply does work if I redirect the @uchicago.edu
address to the @rt. There’s something special about the way that the
mailing list software is handling the mail that is causing RT to not
send the autoreply. The mailing list software is mailman 2.0.14

Thanks

Dave

David Langenberg
Network Based Services
The University of Chicago

signature.asc (189 Bytes)

David Langenberg wrote:

David Langenberg wrote:

Joby Walker wrote:

Is your script using the “Autoreply to Requestors” action? If not then
the the general “NotifyActor” configuration setting will take precedence
and the Actor will be stripped from the mail. And with no recipients an
email message is aborted.
Yes, we’re using the Autoreply To Requestors action.

Just to update: autoreply does work if I redirect the @uchicago.edu
address to the @rt. There’s something special about the way that the
mailing list software is handling the mail that is causing RT to not
send the autoreply. The mailing list software is mailman 2.0.14

Further update: I’ve gotten it working. The trouble was mailman
putting Precedence: bulk in all outgoing messages. After setting up the
RT system to strip the header on messages originating from the mailing
list server everything works.

Dave
David Langenberg
Network Based Services
The University of Chicago

signature.asc (189 Bytes)