Dealing with other ticket systems

After several years running RT we have just hit on a new problem. We
have a client using a different ticket system, Track-It, which he
continues to email us from, this causes a loop on his system and ours as
RT and Track-It open new emails on each other.

Has anyone else seen this before? I can’t imagine I am the first. Have I
misconfigured something? How are other people dealing with this?

Thanks,

Alex

Hi!

Has anyone else seen this before? I can’t imagine I am the first. Have
I misconfigured something? How are other people dealing with

we had this problem several times, with foreign ticket system,
mailing list and so on. The problem is the reply you are
sending on mails from the other tracker.
You can configure RT not to send this replies to
these type of sender.

A probably configured mailing list or ticket system will mark
outgoing mails them with "X-FC-Machinegenerated: true"
or "Precedence: list"
but not all ticket systems do this so I utilize procmail
to add such a header to incoming mails

example give all mails from evil_tracker the extra tag:

in the procmail config
:0fh
|/usr/bin/formail -f -I “X-FC-Machinegenerated: true”

and in RT_SiteConfig
Set($RedistributeAutoGeneratedMessages, ‘privileged’);

hope this helps!

best regards

sven

After several years running RT we have just hit on a new problem. We have a client using a
different ticket system, Track-It, which he continues to email us from, this causes a loop on
his system and ours as RT and Track-It open new emails on each other.

Has anyone else seen this before? I can’t imagine I am the first. Have I misconfigured
something? How are other people dealing with this?

The easiest thing to do is to tell RT to never send this system mail.

If they set headers properly, this wouldn’t happen.

Go into Configuration -> Users, search for the Track-IT email address
and change the user record so that the Username is the email address
and the email address is blank.

-kevin

The easiest thing to do is to tell RT to never send this system mail.

If they set headers properly, this wouldn’t happen.

Go into Configuration -> Users, search for the Track-IT email address
and change the user record so that the Username is the email address
and the email address is blank.

but than it wouldn’t be possible to send a email to the
customer with a reply and you have to add the email
address every time as one-time cc.

sven

The easiest thing to do is to tell RT to never send this system mail.

If they set headers properly, this wouldn’t happen.

Go into Configuration -> Users, search for the Track-IT email address
and change the user record so that the Username is the email address
and the email address is blank.

but than it wouldn’t be possible to send a email to the
customer with a reply and you have to add the email
address every time as one-time cc.

But if any reply sent to them causes a mail loop, then you really
don’t want to ever send them mail.

-kevin

Check the mail headers of the mail they’re sending.

It’s probable that there’s a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT)

Then, set a scrip that stops a mail going back out, if this is found?

Or possibly, block it before it hits RT, with however you’re filtering mail inbound.

Steve Anderson-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: 09 September 2009 2:45 PM
To: Sven Sternberger
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Dealing with other ticket systems

On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote:

On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote:

The easiest thing to do is to tell RT to never send this system mail.

If they set headers properly, this wouldn’t happen.

Go into Configuration -> Users, search for the Track-IT email address
and change the user record so that the Username is the email address
and the email address is blank.

but than it wouldn’t be possible to send a email to the
customer with a reply and you have to add the email
address every time as one-time cc.

But if any reply sent to them causes a mail loop, then you really
don’t want to ever send them mail.

-kevin
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Check the mail headers of the mail they’re sending.

It’s probable that there’s a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT)

RT’s decision making process is slightly more complicated than just
X-RT-Loop-Prevention

-kevin