Gmail ignoring reply-to: in header...sometimes

RT Users
1

Over the last two days I’ve started experiencing issues where the gmail client is ignoring the reply-to: address for RT ticket emails. Some of my colleagues are experiencing the same behavior, while it works as expected for others. The behavior is different even though we’re all replying to the same ticket.

Nothing about our RT config has changed recently.

We tested in multiple browsers, rebooted, checked for updates, and even tested on multiple platforms. Any users experiencing the bug experience it on both the gmail iOS client and the gmail web interface in the latest versions of Firefox and Chrome.

At this point I can’t tell if it is an RT problem or a Google problem. So here I am asking if anyone else is experiencing it or has any insights.

2

One more detail…

When gmail fails to honor the reply-to and starts my reply with a blank To: field, I manually enter the address for the queue. When I do this RT sends me a copy of the correspondence that I generated with reply.

3

Sometimes when I hit Reply in gmail the To: field is populated is null. But sometimes it is populated with the address of the person who last replied to the ticket, not the queue’s email address (which is of course the Reply-To: in the header)