Took a bit of digging, but I think I found the cause.
Now the problem:
I would create tickets for clients that sent their email to a non-RT
address by pasting the contents of the email into a new ticket via the
web-interface. To ensure the client would be able to respond to the
ticket with correspondence I would copy their From: email address to the
requestor email verbatim. Every so often though I’d have a client that
would not be able to respond due to a "Correspondence not recorded"
error. After some digging I figured out that RT is stripping the junk
off the email address when it comes in as a new request, but accepting
manually entered one’s verbatim.
Sent a new request to RT from ‘Bob A. User firstname.lastname@example.org’ and it
accepted the request and set the user’s email as email@example.com. If
I create a ticket via the UI with ‘Bob A. User firstname.lastname@example.org’ it
doesn’t strip the ‘Bob A. User <>’ piece off and when the client
attempts to respond he is rejected.
Anyone else see this. Easy fix?
Todd A. Green email@example.com
Managed Hosting Soutions, Inc.