I have narrowed down the issue to being a missing configuration with RT
permissions - not an issue with any ISP in particular.
If a reply is sent via a mail client, RT logs this message…
 [Tue Mar 29 15:46:51 2016] [info]:
is blacklisted because autogenerated messages are configured to only
be sent to privileged users (RedistributeAutoGeneratedMessages).
Skipping (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:841) /- this is
the reason why RT never sends an email to the requester/
The log above appears because the requester is not a privileged user
(nor should they be as they’re an external user), what permission needs
setting to allow RT send emails to unprivileged users?
As a test, if I make the user a privileged user and send a reply from a
mail client RT does send an email to the requester.
 [Wed Mar 30 13:53:00 2016] [info]:
email@example.com sent To:
As usual, if a reply is sent via RT web - the requester receives the
email as expected.
SunnyOn 29/03/16 13:52, Sunny wrote:
I’m experiencing an issue with a particular queue where by a Hotmail
address requester does not get email notifications if their ticket is
replied to via a mail client - RT gets updated with the reply but it
doesn’t send out an email to the requester. If the same ticket is
replied to via RT web the Hotmail address requester does receive a
reply - again RT gets updated with the reply but this time it does
send out an email to the requester.
It’s only to Hotmail addresses where I see this issue, gmail and our
domain is fine.
The setup of the queue (example)…
Queue name = queue1
Reply Address = firstname.lastname@example.org
The actual queue email address is email@example.com
firstname.lastname@example.org forwards to email@example.com which then goes into RT at
If I change the reply address from firstname.lastname@example.org to email@example.com
the RT gets updated and the hotmail address requester receives the
reply, however, I need the reply address to be firstname.lastname@example.org.
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