Issues with rejected correspondance

RT Users
1

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.

e.g.

Sent a new request to RT from ‘Bob A. User bob@userdomain.com’ and it
accepted the request and set the user’s email as bob@userdomain.com. If
I create a ticket via the UI with ‘Bob A. User bob@userdomain.com’ 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 tagreen@mhsnetworks.net
Managed Hosting Soutions, Inc.

2

Todd A. Green wrote:

Sent a new request to RT from ‘Bob A. User bob@userdomain.com’ and it
accepted the request and set the user’s email as bob@userdomain.com. If
I create a ticket via the UI with ‘Bob A. User bob@userdomain.com’ 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?

“Don’t do that, then.” :slight_smile:

You could always hack the “create” code in Ticket/Display.html
to call Mail::Address->parse (see lib/RT/Interface/Email for how
it’s done in the incoming email case) on each of the @Requestors,
@Cc, @AdminCc arrays. But the simplest solution would seem to me
to be to just paste the actual address in in the first place.
�|� Request Tracker... So much more than a help desk — Best Practical Solutions – Trouble Ticketing. Free.