Hotmail address requester does not get email notifications if reply sent via a mail client

Hi all,

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 = queue1@xyz.org

The actual queue email address is queue1@abc.org
queue1@xyz.org forwards to queue1@abc.org which then goes into RT at
rt4@helpdesk.abc.org

If I change the reply address from queue1@xyz.org to queue1@abc.org the
RT gets updated and the hotmail address requester receives the reply,
however, I need the reply address to be queue1@xyz.org.

Any suggestions?

Thanks
Regards

Hi,

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…

[4020] [Tue Mar 29 15:46:51 2016] [info]:
rt-4.2.12-4020-1459266411-1469.76661-6-0@example.com xxxxx@hotmail.com
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.
[23268] [Wed Mar 30 13:53:00 2016] [info]:
rt-4.2.12-23268-1459345980-196.76661-6-0@example.com sent To:
xxxxx@hotmail.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:315)

As usual, if a reply is sent via RT web - the requester receives the
email as expected.

Any suggestions?

Thanks
SunnyOn 29/03/16 13:52, Sunny wrote:

Hi all,

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 = queue1@xyz.org

The actual queue email address is queue1@abc.org
queue1@xyz.org forwards to queue1@abc.org which then goes into RT at
rt4@helpdesk.abc.org

If I change the reply address from queue1@xyz.org to queue1@abc.org
the RT gets updated and the hotmail address requester receives the
reply, however, I need the reply address to be queue1@xyz.org.

Any suggestions?

Thanks
Regards

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

The configuration option to look at is the one identified in the
message: $RedistributeAutoGeneratedMessages

You can read about it in your RT_Config or here:

https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic

Something about the incoming message is causing RT to identify it as
machine generated, probably a header getting added somewhere in your
email chain.On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote:

Hi,

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…

[4020] [Tue Mar 29 15:46:51 2016] [info]:
rt-4.2.12-4020-1459266411-1469.76661-6-0@example.com xxxxx@hotmail.com
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.
[23268] [Wed Mar 30 13:53:00 2016] [info]:
rt-4.2.12-23268-1459345980-196.76661-6-0@example.com sent To:
xxxxx@hotmail.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:315)

As usual, if a reply is sent via RT web - the requester receives the
email as expected.

Any suggestions?

Thanks
Sunny

On 29/03/16 13:52, Sunny wrote:

Hi all,

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 = queue1@xyz.org

The actual queue email address is queue1@abc.org
queue1@xyz.org forwards to queue1@abc.org which then goes into RT at
rt4@helpdesk.abc.org

If I change the reply address from queue1@xyz.org to queue1@abc.org
the RT gets updated and the hotmail address requester receives the
reply, however, I need the reply address to be queue1@xyz.org.

Any suggestions?

Thanks
Regards

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016