Autoreplying to new tickets

I’m having a problem with RT 3.0.2. It’s not really a “problem” with RT
so much as (I suspect) deliberate behaviour of the system.

I want to autoreply to users submitting a new request.

We have various -support mailing lists (such as
systems-support) which feed into their own queue. In each mailing list
there is one member (such as rt-systems@…). I poll the mail server
with fetchmail as rt-systems and any mail it picks up I put into the
relevant queue.

This is working well, except users are not recieving autoreplies if they
email the systems-support mailing list. However, they do recieve an
autoreply if they email rt-systems.

Sendmail reacts to these two situations differently. If the mail is sent
to rt-systems it shows up in the maillog as
from=johan.vandendorpe@framestore-cfc.com. If the mail is sent to
systems-support it comes
from=systems-support-admin@framestore-cfc.com.

However, in each situation the ticket is created correctly, with the
right requestor email address.

Any thoughts on how I can autoreply to the mailing list email? I’d
prefer not to change the mailing list to an email address if I can avoid
it.

Johan van den Dorpe

Johan van den Dorpe wrote:

This is working well, except users are not recieving autoreplies if they
email the systems-support mailing list. However, they do recieve an
autoreply if they email rt-systems.

RT (very correctly) doesn’t autoreply to tickets with a
Precedence: bulk
or
Precedence: junk

header. Your mailing list is probably appending the former,
which is also correct.

You probably don’t want to change this. Rather, I’d suggest
making the copy to rt-systems not go through the mailing
list – copy it there from your aliases file or equivalent.
Phil Homewood, Systems Janitor, http://www.SnapGear.com
pdh@snapgear.com Ph: +61 7 3435 2810 Fx: +61 7 3891 3630
SnapGear - Custom Embedded Solutions and Security Appliances