Creating Tickets in RT with a redirected email

Greetings,

I have installed RT and have successfully created the users and queues I need to begin managing requests. Emails addressed to queuename@myrt.blahmailto:queuename@myrt.blah create a ticket and the autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I’ve been told that I have to maintain my existing support email addresses. So, I must redirect messages send to myoldhelpdeskemail@mymailserver.netmailto:myoldhelpdeskemail@mymailserver.net to queuename@myrt.blahmailto:queuename@myrt.blah . I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule.

When I do this, tickets create, but the autoresponse doesn’t fire.

Does anyone have any insight as to how I can correct this? I used and maintained RT at another organization, but they had a Virtual Post Office that handled the redirection and delivery. I do not have such a setup available to me here.

Thank you for your input!

Greetings,

I have installed RT and have successfully created the users and queues
I need to begin managing requests. Emails addressed to
queuename@myrt.blah mailto:queuename@myrt.blah create a ticket and
the autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I�ve been
told that I have to maintain my existing support email addresses. So,
I must redirect messages send to myoldhelpdeskemail@mymailserver.net
mailto:myoldhelpdeskemail@mymailserver.net to queuename@myrt.blah
mailto:queuename@myrt.blah . I will have to do this for at least
three queues. I have done this with an Exchange inbox redirect rule.

When I do this, tickets create, but the autoresponse doesn�t fire.

Look at the headers of the redirected email. I suspect that bulk
preference is set and RT doesn’t autoreply to such emails.

Joop

Thanks for your insight.

I’ve looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find “bulk” anywhere in the headers), but I do have a line “RT-Squelch-Replies-To” which is populated with the sender’s address.

I’ve so far been unable to find anywhere I can disable this.

Further suggestions?From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joop
Sent: Tuesday, July 28, 2015 2:44 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

Greetings,

I have installed RT and have successfully created the users and queues I need to begin managing requests. Emails addressed to queuename@myrt.blahmailto:queuename@myrt.blah create a ticket and the autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I’ve been told that I have to maintain my existing support email addresses. So, I must redirect messages send to myoldhelpdeskemail@mymailserver.netmailto:myoldhelpdeskemail@mymailserver.net to queuename@myrt.blahmailto:queuename@myrt.blah . I will have to do this for at least three queues. I have done this with an Exchange inbox redirect rule.

When I do this, tickets create, but the autoresponse doesn’t fire.

Look at the headers of the redirected email. I suspect that bulk preference is set and RT doesn’t autoreply to such emails.

Joop

Thanks for your insight.

I�ve looked at the headers from one of the messages and I cannot find
anything related to bulk preference (literally, a string search cannot
find �bulk� anywhere in the headers), but I do have a line
�RT-Squelch-Replies-To� which is populated with the sender�s address.

I�ve so far been unable to find anywhere I can disable this.

Further suggestions?

Searching through the source of rt-4.2.5 I had lying around I came
across RedistributeAutoGeneratedMessages. What is this config parameter
set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn’t redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and
again at the RT level. Maybe somebody will spot the problem.

Joop

I’ve also opened a support ticket with Microsoft to see if they can strip the header at the Exchange level. Not terribly hopeful.From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joop
Sent: Wednesday, July 29, 2015 5:04 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

Thanks for your insight.

I’ve looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find “bulk” anywhere in the headers), but I do have a line “RT-Squelch-Replies-To” which is populated with the sender’s address.

I’ve so far been unable to find anywhere I can disable this.

Further suggestions?

Searching through the source of rt-4.2.5 I had lying around I came across RedistributeAutoGeneratedMessages. What is this config parameter set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn’t redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and again at the RT level. Maybe somebody will spot the problem.

Joop

I did grep that config setting in RT_Config.pm and changed it to unprivileged with no result. It did not appear in RT_SiteConfig.pm at all.

Headers captured at the RT level are below. Unfortunately it doesn’t appear that Exchange writes a sent item on redirected messages and I haven’t yet been able to find it in the Office365 Exchange management portal either.

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Authentication-Results: hoosiercancer.org; dkim=none (message not signed) header.d=none;
Received: from na01-bn1-obe.outbound.protection.outlook.com (mail-bn1bon0077.outbound.protection.outlook.com [157.56.111.77]) by rt.hcrn.hoosiercancer.org (Postfix) with ESMTP id 50F8B80396 for hcrntech@hcrnsupport.org; Tue, 28 Jul 2015 08:49:48 -0400 (EDT)
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Delivered-To: myqueue@myrtserver.blah
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From myoriginaladdress@myhostedmaildomain.blah Tue Jul 28 08: 49:48 2015
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Accept-Language: en-USFrom: “Jeff Smith” jsmith@hoosiercancer.org
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From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Joop
Sent: Wednesday, July 29, 2015 5:04 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

Thanks for your insight.

I’ve looked at the headers from one of the messages and I cannot find anything related to bulk preference (literally, a string search cannot find “bulk” anywhere in the headers), but I do have a line “RT-Squelch-Replies-To” which is populated with the sender’s address.

I’ve so far been unable to find anywhere I can disable this.

Further suggestions?

Searching through the source of rt-4.2.5 I had lying around I came across RedistributeAutoGeneratedMessages. What is this config parameter set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn’t redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and again at the RT level. Maybe somebody will spot the problem.

Joop

I did grep that config setting in RT_Config.pm and changed it to
unprivileged with no result. It did not appear in RT_SiteConfig.pm at
all.

Headers captured at the RT level are below. Unfortunately it doesn�t
appear that Exchange writes a sent item on redirected messages and I
haven�t yet been able to find it in the Office365 Exchange management
portal either.

20:/ZQKp9vLHlpf4+nUkEMJZeD6P08tNtvF2Rq3hIqj0iQAlPuWZEny0c844Z+5USTm0SATus6YPyxkyKGw3mCsFg==

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X-MS-Exchange-Transport-Crosstenantheadersstamped:
BLUPR11MB0082

RT-Squelch-Replies-To: jsmith@hoosiercancer.org

RT-DetectedAutoGenerated: true

How about the ‘autogenerated’ headers?
It seems logical to me that RT shouldn’t react to such emails because
that will cause a loop.

Joop

I did grep that config setting in RT_Config.pm and changed it to
unprivileged with no result. It did not appear in RT_SiteConfig.pm at all.

The proper way to do this is to copy the setting from RT_Config.pm to
RT_SiteConfig.pm and change it there. That way you won’t loose your
changes when you upgrade to a newer RT and RT_Config.pm changes under
your feet. RT_SiteConfig.pm logically overwrites RT_Config.pm as far as
settings go and doesn’t change during upgrades.

Jeff

On 29-7-2015 1:12, Joop writes:>On 29-7-2015 1:12, Jeff Smith wrote:

Thanks for your insight.

I’ve looked at the headers from one of the messages and I cannot find

anything related to bulk preference (literally, a string search cannot

find “bulk” anywhere in the headers), but I do have a line

“RT-Squelch-Replies-To” which is populated with the sender’s address.

I’ve so far been unable to find anywhere I can disable this.

Further suggestions?

Searching through the source of rt-4.2.5 I had lying around I came

across RedistributeAutoGeneratedMessages. What is this config parameter

set to in RT_Config.pm and more importantly RT_SiteConfig.pm?

Its indicating that it shouldn’t redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and

again at the RT level. Maybe somebody will spot the problem.

The text “RT-Squelch-Replies-To” occurs in:
lib/RT/Action/SendEmail.pm (sub RemoveInappropriateRecipients)
lib/RT/Interface/Email.pm (sub _HandleMachineGeneratedMail)
I don’t know which is preventing the mail you want, but one of these files is the one you want to patch.

/jeff

PS: the Email.pm file has a documentation error fir the _HandleMachineGeneratedMail sub:
Returns a triple of (…
Should be:
Returns a quad of (…
Since there are 4 values.

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