Hi!
In our organization RT tickets are created directly from user e-mail and e-mail from a number of different web forms in various applications. Recently I created a form in our knowledge base/wiki (Confluence) which also sends e-mail to RT, using same e-mail address as all the other forms use. This was the first form in Confluence that sends e-mail to RT. However I just noticed that no autoreply or auto-resolve message is being sent to requestors in the tickets created using the new form. This had me totally confused, but finally I noticed the difference, the two little lines in the incoming message header when the ticket was created which I assume is what’s causing this:
RT-Squelch-Replies-To: ida.wellner@su.se
RT-DetectedAutoGenerated: true
Is there any way of disabling this to prevent it from happening or “un-squelching” once it has happened? Either globally or just for these particular tickets using a scrip (I’m already doing other stuff to them using a scrip). I understand that the overall purpose is to prevent mail loops from other systems, but we’re already handling the cases where other known RT instances e-mail our RT by excluding certain from-adresses in the autoreply scrips, so if turning the whole thing off is an option somehow I think that would be relatively safe. We’re on RT 3.8.8.
I’ve tried searching all the usual places for an answer but couldn’t find one, so I’m really hoping someone on the list has any suggestions.
Hopefully,
Ida Wellner