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: email@example.com [mailto:firstname.lastname@example.org] On Behalf Of Kevin Falcone
Sent: 09 September 2009 2:45 PM
To: Sven Sternberger
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.
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