Messages between two rt systems

Just while everyone is on the discussion of endless mail loops…

We once had a LOT of activity on a request as the user we sent a mail to ran
RT, we sent it from the e-mail address tracked in rt. We got an endless
loop back and forth of the auto replies until we disabled auto replies.

This was a while back (version 1.x) - Is this fixed or does anyone have a
solution to avoid auto replying to another rt system?

Steve Radich
BitShop, Inc.From: Yan Fitterer [mailto:y.fitterer@ram.ac.uk]
Sent: Tuesday, January 29, 2002 10:50 AM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Bounce messages create tickets

I didn’t have a mail storm (this time - but had a rather nasty one a few
months ago where
the filesystem ran out of space…), merely a bewildered postmaster that
found himself in
a ticket he didn’t really want!

The problem could potentially be painfull if we had loads of requests coming
from outside
addresses, which we don’t. But I would still like to be able to set RT to
recognise
bounce messages, and treat them accordingly.

Yan

I had this happen to me and within minutes had 50 new tickets. My only
fix
was change the rt incoming mail alias to myself for a bit.

Perhaps a throttle feature is needed? More than x tickets in y seconds,
stop processing and email administrator ?

----- Original Message -----
From: “Yan Fitterer” y.fitterer@ram.ac.uk
To: rt-users@lists.fsck.com
Sent: Tuesday, January 29, 2002 1:44 AM
Subject: [rt-users] Bounce messages create tickets

Hi all,

Just encountered a bit of an annoying behaviour:

  1. A user sends a new request
  2. RT sends an auto-responder
  3. Autoresponder bounces (mailbox full for ex.)
  4. Autoresponder is seen as a new request
  5. Postmaster of some remote gateway gets autoresponder on ticket
    creation

Has anybody had that problem before? If yes, is there a known fix?

Really what would be best to do, would be to identify “bounce” messages
(the MAIL FROM in
the eveloppe is blank in those), and treat them appropriately.

Any other bright ideas on this one?

Thanks
Yan

Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer@ram.ac.uk
Marylebone Rd, London, NW1 5HT
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer@ram.ac.uk
Marylebone Rd, London, NW1 5HT
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

As a clarification on current behavior:

RT should not be responding to mail that’s got either of the following headers:

Precedence: bulk
Precedence: junk

Some earlier versions had bugs that made this not work. If it’s not working in
2.0.11, that’s a bug.On Tue, Jan 29, 2002 at 11:24:13AM -0500, Steve Radich wrote:

Just while everyone is on the discussion of endless mail loops…

We once had a LOT of activity on a request as the user we sent a mail to ran
RT, we sent it from the e-mail address tracked in rt. We got an endless
loop back and forth of the auto replies until we disabled auto replies.

This was a while back (version 1.x) - Is this fixed or does anyone have a
solution to avoid auto replying to another rt system?

Steve Radich
BitShop, Inc.

-----Original Message-----
From: Yan Fitterer [mailto:y.fitterer@ram.ac.uk]
Sent: Tuesday, January 29, 2002 10:50 AM
To: rt-users@lists.fsck.com
Subject: Re: [rt-users] Bounce messages create tickets

I didn’t have a mail storm (this time - but had a rather nasty one a few
months ago where
the filesystem ran out of space…), merely a bewildered postmaster that
found himself in
a ticket he didn’t really want!

The problem could potentially be painfull if we had loads of requests coming
from outside
addresses, which we don’t. But I would still like to be able to set RT to
recognise
bounce messages, and treat them accordingly.

Yan

---- On 29 Jan 2002, at 7:46, matthew zeier wrote: ----

I had this happen to me and within minutes had 50 new tickets. My only
fix
was change the rt incoming mail alias to myself for a bit.

Perhaps a throttle feature is needed? More than x tickets in y seconds,
stop processing and email administrator ?

----- Original Message -----
From: “Yan Fitterer” y.fitterer@ram.ac.uk
To: rt-users@lists.fsck.com
Sent: Tuesday, January 29, 2002 1:44 AM
Subject: [rt-users] Bounce messages create tickets

Hi all,

Just encountered a bit of an annoying behaviour:

  1. A user sends a new request
  2. RT sends an auto-responder
  3. Autoresponder bounces (mailbox full for ex.)
  4. Autoresponder is seen as a new request
  5. Postmaster of some remote gateway gets autoresponder on ticket
    creation

Has anybody had that problem before? If yes, is there a known fix?

Really what would be best to do, would be to identify “bounce” messages
(the MAIL FROM in
the eveloppe is blank in those), and treat them appropriately.

Any other bright ideas on this one?

Thanks
Yan

Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer@ram.ac.uk
Marylebone Rd, London, NW1 5HT
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


Yan Fitterer
IT Manager, Royal Academy of Music
E-mail : y.fitterer@ram.ac.uk
Marylebone Rd, London, NW1 5HT
Phone (+44) 20 7873 7365 Fax (+44) 20 7873 7364


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

the RT conf file implies that if you use sendmail it isn’t possible to
get “To:” lines displayed in the email message which RT creates.

Is this true? Do we have to switch to qmail?

Without “To” information, it makes it hard for the cc’d support people
to know where the mail was directed (unless they go into the RT system)

Sherry M. Rogers University of California, Berkeley
System & Network Security phone (510)642-7157