Misidentified requestor

Hello,
I’m running RT 4.2.5 and have a problem with the requestor of a ticket
being misidentified when it goes through a mailing list.

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our RT
system at alias@ticket.domain.com.

If I send an email directly to alias@ticket.domain.com, then the Scrip to
create an auto reply to the requestor works as expected. I get the auto
reply, and I appear as the requestor of the ticket.

HOWEVER, if I send to support@domain.com, the message is forwarded into the
RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.
b) also /var/log/messages has an error when trying to run the scrip:
“No recipients found. Not sending.”

How exactly does RT identify the requestor?

If I look at the message headers inside the ticket created through
support@domain.com, there are actually two Mail headers which have the real
original sender: From: and X-Original-Sender.
I believe the latter was inserted by Google.

How can I get Request Tracker to use the original sender as the requestor
instead of the mailing list and to get the notification to go to that
original sender?

Thanks for any insights!

It sounds like setting up support@domain.com as a “mailing list” is the
issue, and would explain why the From address of the mail is getting
changed.

If you set up support@domain.com as a simple forward, I believe everything
should work as expected.On 30/09/2014 9:11 am, “Burton Lee” burton.lee@mileweb.com wrote:

Hello,
I’m running RT 4.2.5 and have a problem with the requestor of a ticket
being misidentified when it goes through a mailing list.

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our RT
system at alias@ticket.domain.com.

If I send an email directly to alias@ticket.domain.com, then the Scrip to
create an auto reply to the requestor works as expected. I get the auto
reply, and I appear as the requestor of the ticket.

HOWEVER, if I send to support@domain.com, the message is forwarded into
the RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.
b) also /var/log/messages has an error when trying to run the scrip:
“No recipients found. Not sending.”

How exactly does RT identify the requestor?

If I look at the message headers inside the ticket created through
support@domain.com, there are actually two Mail headers which have the
real original sender: From: and X-Original-Sender.
I believe the latter was inserted by Google.

How can I get Request Tracker to use the original sender as the requestor
instead of the mailing list and to get the notification to go to that
original sender?

Thanks for any insights!


RT Training November 4 & 5 Los Angeles
Training — Best Practical Solutions

Sorry—I seem to have misread what you wrote. I understand now that the

From address of the mail isn’t actually changing.

Your setup must be adding or modifying further headers in the mail. Can
you provide a copy of those headers?On 30/09/2014 10:12 am, “Alex Peters” alex@peters.net wrote:

It sounds like setting up support@domain.com as a “mailing list” is the
issue, and would explain why the From address of the mail is getting
changed.

If you set up support@domain.com as a simple forward, I believe
everything should work as expected.
On 30/09/2014 9:11 am, “Burton Lee” burton.lee@mileweb.com wrote:

Hello,
I’m running RT 4.2.5 and have a problem with the requestor of a ticket
being misidentified when it goes through a mailing list.

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our RT
system at alias@ticket.domain.com.

If I send an email directly to alias@ticket.domain.com, then the Scrip
to create an auto reply to the requestor works as expected. I get the auto
reply, and I appear as the requestor of the ticket.

HOWEVER, if I send to support@domain.com, the message is forwarded into
the RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.
b) also /var/log/messages has an error when trying to run the scrip:
“No recipients found. Not sending.”

How exactly does RT identify the requestor?

If I look at the message headers inside the ticket created through
support@domain.com, there are actually two Mail headers which have the
real original sender: From: and X-Original-Sender.
I believe the latter was inserted by Google.

How can I get Request Tracker to use the original sender as the requestor
instead of the mailing list and to get the notification to go to that
original sender?

Thanks for any insights!


RT Training November 4 & 5 Los Angeles
Training — Best Practical Solutions

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our RT
system at alias@ticket.domain.com.

HOWEVER, if I send to support@domain.com, the message is forwarded into the
RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.

I’m not sure what “We created a mailing list” means in this context, but if
the mailing list you created inserts a reply-to header in the email then I
think RT may use that in preference to a From: line.

Duncan

Thanks guys for the responses. Yes, Google does seem to insert its own
Reply-To in place of the original one.

Below are sample headers obtained when viewing full headers in the newly
created ticket.
Is there an easy way to tweak RT to use the From line as the requestor?

(I don’t know if there is a way to tell google not to modify the header.)

support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com Mon Sep 29 14: 41:40
2014
List-Archive: http://groups.google.com/a/domain.com/group/support/
MIME-Version: 1.0
List-Post: http://groups.google.com/a/domain.com/group/support/post,
mailto:support@domain.com
List-Help: http://support.google.com/a/domain.com/bin/topic.py?topic=25838,
mailto:support+help@domain.com
Received-SPF: pass (google.com: domain of first.lastname@domain.com
designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48;
Content-Type: multipart/alternative; boundary=“001a11c31d0ea6884e05043b216c”
Message-ID: <CAKb=
mcuokHqWdnp97Mw+dM75NgfZMkk2AgF03wt7wtUWoj4miw@mail.gmail.com>
X-Received: by 10.180.24.225 with SMTP id x1mr133265wif.2.1412026898842;
Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.152.10.203 with SMTP id
k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.112.184.161 with SMTP id
ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
X-Original-Authentication-Results: mx.google.com; spf=pass (google.com:
domain of first.lastname@domain.com designates 209.85.215.48 as permitted
sender) smtp.mail=first.lastname@domain.com
Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com
[209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id 1654C4806DB
for alias@ticket.domain.com; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for <
cdn@ticket.domain.com>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon, 29
Sep 2014 14:41:38 -0700 (PDT)
Received: from mail-la0-f48.google.com (mail-la0-f48.google.com
[209.85.215.48]) by mx.google.com with ESMTPS id

(version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014
14:41:38 -0700 (PDT)
Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for <
support@domain.com>; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Delivered-To: alias@ticket.domain.com
Return-Path: support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com
X-Original-To: cdn@ticket.domain.com
X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=1e100.net;
s=20130820;
h=x-gm-message-state:mime-version:date:message-id:subject:from:to
:x-original-sender:x-original-authentication-results:reply-to
:precedence:mailing-list:list-id:list-post:list-help:list-archive
:list-unsubscribe:content-type;
bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=;
b=IwnoDAEovMdw+DfvKXDg6OoUXfoOgjeAByIcNHqo4nTKGFBiOiKg8fuV4211i43Mh+
7Qq6zg2JZPSxzLdmGZzuCfCfH3WzHc2/v/PF85jLx7Wa0hYXih7u3WQBpDUobQHOcYqW
s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0
4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86
zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog==
Mailing-List: list support@domain.com; contact support+owners@domain.com
X-Google-Group-ID: 712039732685
Precedence: list
X-Beenthere: support@domain.com
X-Original-Sender: first.lastname@domain.com
List-ID: <support.domain.com>
List-Unsubscribe: <mailto:
googlegroups-manage+712039732685+unsubscribe@googlegroups.com>, <
http://groups.google.com/a/domain.com/group/support/subscribe>
X-GM-Message-State:
ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y
X-RT-Interface: Email
Content-Length: 0
content-type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Content-Length: 132On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote:

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our RT
system at alias@ticket.domain.com.

HOWEVER, if I send to support@domain.com, the message is forwarded into
the
RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.

I’m not sure what “We created a mailing list” means in this context, but if
the mailing list you created inserts a reply-to header in the email then I
think RT may use that in preference to a From: line.

Duncan

I’d suggest that using a “mailing list” and then trying to mold RT around
it is adding too much complexity to the situation.

Consider just using a forwarder, and letting RT handle everything else.

What things are you wanting to get out of using a mailing list? It’s very
likely that RT offers all of that functionality already.On 30 September 2014 10:53, Burton Lee burton.lee@mileweb.com wrote:

Thanks guys for the responses. Yes, Google does seem to insert its own
Reply-To in place of the original one.

Below are sample headers obtained when viewing full headers in the newly
created ticket.
Is there an easy way to tweak RT to use the From line as the requestor?

(I don’t know if there is a way to tell google not to modify the header.)

support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com Mon Sep 29 14: 41:40
2014
List-Archive: http://groups.google.com/a/domain.com/group/support/
MIME-Version: 1.0
List-Post: http://groups.google.com/a/domain.com/group/support/post,
mailto:support@domain.com
List-Help: <
Groups - Google Workspace Admin Help>, <mailto:
support+help@domain.com>
Received-SPF: pass (google.com: domain of first.lastname@domain.com
designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48;
Content-Type: multipart/alternative;
boundary=“001a11c31d0ea6884e05043b216c”
Reply-To: support@domain.com
Message-ID: <CAKb=
mcuokHqWdnp97Mw+dM75NgfZMkk2AgF03wt7wtUWoj4miw@mail.gmail.com>
X-Received: by 10.180.24.225 with SMTP id x1mr133265wif.2.1412026898842;
Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.152.10.203 with SMTP id
k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.112.184.161 with SMTP id
ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
X-Original-Authentication-Results: mx.google.com; spf=pass (google.com:
domain of first.lastname@domain.com designates 209.85.215.48 as permitted
sender) smtp.mail=first.lastname@domain.com
Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com
[209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id
1654C4806DB for alias@ticket.domain.com; Mon, 29 Sep 2014 14:41:39
-0700 (PDT)
Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for <
cdn@ticket.domain.com>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon,
29 Sep 2014 14:41:38 -0700 (PDT)
Received: from mail-la0-f48.google.com (mail-la0-f48.google.com
[209.85.215.48]) by mx.google.com with ESMTPS id
nx7si19925631lbb.63.2014.09.29.14.41.38 for support@domain.com
(version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014
14:41:38 -0700 (PDT)
Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for <
support@domain.com>; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700
(PDT)
Delivered-To: alias@ticket.domain.com
Subject: a last test
Return-Path: support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com
X-Original-To: cdn@ticket.domain.com
X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=1e100.net;
s=20130820;
h=x-gm-message-state:mime-version:date:message-id:subject:from:to
:x-original-sender:x-original-authentication-results:reply-to
:precedence:mailing-list:list-id:list-post:list-help:list-archive
:list-unsubscribe:content-type;
bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=;
b=IwnoDAEovMdw+DfvKXDg6OoUXfoOgjeAByIcNHqo4nTKGFBiOiKg8fuV4211i43Mh+
7Qq6zg2JZPSxzLdmGZzuCfCfH3WzHc2/v/PF85jLx7Wa0hYXih7u3WQBpDUobQHOcYqW
s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0
4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86
zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog==
Date: Mon, 29 Sep 2014 14:41:37 -0700
Mailing-List: list support@domain.com; contact support+owners@domain.com
X-Google-Group-ID: 712039732685
Precedence: list
X-Beenthere: support@domain.com
X-Original-Sender: first.lastname@domain.com
List-ID: <support.domain.com>
To: “support” support@domain.com
List-Unsubscribe: <mailto:
googlegroups-manage+712039732685+unsubscribe@googlegroups.com>, <
http://groups.google.com/a/domain.com/group/support/subscribe>
X-GM-Message-State:
ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y
From: “First Lastname” first.lastname@domain.com
X-RT-Interface: Email
Content-Length: 0
content-type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Content-Length: 132

On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote:

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our
RT
system at alias@ticket.domain.com.

HOWEVER, if I send to support@domain.com, the message is forwarded
into the
RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.

I’m not sure what “We created a mailing list” means in this context, but
if
the mailing list you created inserts a reply-to header in the email then I
think RT may use that in preference to a From: line.

Duncan


RT Training November 4 & 5 Los Angeles
Training — Best Practical Solutions

Can you clarify what you mean by forwarder?
We use Gmail to provide business email for a custom domain.
All I want to do is forward support@domain.com into our RT system.
You’re right I don’t actually need a mailing list.

Perhaps I need to connect with google to figure out if what we want to do
is possible.On Mon, Sep 29, 2014 at 6:01 PM, Alex Peters alex@peters.net wrote:

I’d suggest that using a “mailing list” and then trying to mold RT around
it is adding too much complexity to the situation.

Consider just using a forwarder, and letting RT handle everything else.

What things are you wanting to get out of using a mailing list? It’s very
likely that RT offers all of that functionality already.

On 30 September 2014 10:53, Burton Lee <burton.lee@ burton.lee@mileweb.com> wrote:

Thanks guys for the responses. Yes, Google does seem to insert its own
Reply-To in place of the original one.

Below are sample headers obtained when viewing full headers in the newly
created ticket.
Is there an easy way to tweak RT to use the From line as the requestor?

(I don’t know if there is a way to tell google not to modify the header.)

support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com Mon Sep 29 14: 41:40
2014
List-Archive: http://groups.google.com/a/domain.com/group/support/
MIME-Version: 1.0
List-Post: http://groups.google.com/a/domain.com/group/support/post,
mailto:support@domain.com
List-Help: <
Groups - Google Workspace Admin Help>,
mailto:support+help@domain.com
Received-SPF: pass (google.com: domain of first.lastname@domain.com
designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48;
Content-Type: multipart/alternative;
boundary=“001a11c31d0ea6884e05043b216c”
Reply-To: support@domain.com
Message-ID: <CAKb=
mcuokHqWdnp97Mw+dM75NgfZMkk2AgF03wt7wtUWoj4miw@mail.gmail.com>
X-Received: by 10.180.24.225 with SMTP id x1mr133265wif.2.1412026898842;
Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.152.10.203 with SMTP id
k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.112.184.161 with SMTP id
ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
X-Original-Authentication-Results: mx.google.com; spf=pass (google.com:
domain of first.lastname@domain.com designates 209.85.215.48 as
permitted sender) smtp.mail=first.lastname@domain.com
Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com
[209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id
1654C4806DB for alias@ticket.domain.com; Mon, 29 Sep 2014 14:41:39
-0700 (PDT)
Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for <
cdn@ticket.domain.com>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon,
29 Sep 2014 14:41:38 -0700 (PDT)
Received: from mail-la0-f48.google.com (mail-la0-f48.google.com
[209.85.215.48]) by mx.google.com with ESMTPS id
nx7si19925631lbb.63.2014.09.29.14.41.38 for support@domain.com
(version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014
14:41:38 -0700 (PDT)
Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for <
support@domain.com>; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700
(PDT)
Delivered-To: alias@ticket.domain.com
Subject: a last test
Return-Path: support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com
X-Original-To: cdn@ticket.domain.com
X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=
1e100.net; s=20130820;
h=x-gm-message-state:mime-version:date:message-id:subject:from:to
:x-original-sender:x-original-authentication-results:reply-to
:precedence:mailing-list:list-id:list-post:list-help:list-archive
:list-unsubscribe:content-type;
bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=;
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s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0
4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86
zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog==
Date: Mon, 29 Sep 2014 14:41:37 -0700
Mailing-List: list support@domain.com; contact support+owners@domain.com
X-Google-Group-ID: 712039732685
Precedence: list
X-Beenthere: support@domain.com
X-Original-Sender: first.lastname@domain.com
List-ID: <support.domain.com>
To: “support” support@domain.com
List-Unsubscribe: <mailto:
googlegroups-manage+712039732685+unsubscribe@googlegroups.com>, <
http://groups.google.com/a/domain.com/group/support/subscribe>
X-GM-Message-State:
ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y
From: “First Lastname” first.lastname@domain.com
X-RT-Interface: Email
Content-Length: 0
content-type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Content-Length: 132

On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote:

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to our
RT
system at alias@ticket.domain.com.

HOWEVER, if I send to support@domain.com, the message is forwarded
into the
RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of the
address I sent from.

I’m not sure what “We created a mailing list” means in this context, but
if
the mailing list you created inserts a reply-to header in the email then
I
think RT may use that in preference to a From: line.

Duncan


RT Training November 4 & 5 Los Angeles
Training — Best Practical Solutions

A forwarder will literally just take mail that it receives and pass it to
another destination, virtually untouched. From and Reply-To headers are
not modified in any way.

I have no experience with Google Apps, but some Googling suggests that in
the worst case (and assuming that domain.com is completely managed by
Google for email purposes), you could set up “support@domain.com” as an
actual user, log in as them and set a forwarding address there.On 30 September 2014 11:18, Burton Lee burton.lee@mileweb.com wrote:

Can you clarify what you mean by forwarder?
We use Gmail to provide business email for a custom domain.
All I want to do is forward support@domain.com into our RT system.
You’re right I don’t actually need a mailing list.

Perhaps I need to connect with google to figure out if what we want to do
is possible.

On Mon, Sep 29, 2014 at 6:01 PM, Alex Peters alex@peters.net wrote:

I’d suggest that using a “mailing list” and then trying to mold RT around
it is adding too much complexity to the situation.

Consider just using a forwarder, and letting RT handle everything else.

What things are you wanting to get out of using a mailing list? It’s
very likely that RT offers all of that functionality already.

On 30 September 2014 10:53, Burton Lee <burton.lee@ burton.lee@mileweb.com> wrote:

Thanks guys for the responses. Yes, Google does seem to insert its own
Reply-To in place of the original one.

Below are sample headers obtained when viewing full headers in the newly
created ticket.
Is there an easy way to tweak RT to use the From line as the requestor?

(I don’t know if there is a way to tell google not to modify the header.)

support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com Mon Sep 29 14: 41:40
2014
List-Archive: http://groups.google.com/a/domain.com/group/support/
MIME-Version: 1.0
List-Post: http://groups.google.com/a/domain.com/group/support/post,
mailto:support@domain.com
List-Help: <
Groups - Google Workspace Admin Help>,
mailto:support+help@domain.com
Received-SPF: pass (google.com: domain of first.lastname@domain.com
designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48;
Content-Type: multipart/alternative;
boundary=“001a11c31d0ea6884e05043b216c”
Reply-To: support@domain.com
Message-ID: <CAKb=
mcuokHqWdnp97Mw+dM75NgfZMkk2AgF03wt7wtUWoj4miw@mail.gmail.com>
X-Received: by 10.180.24.225 with SMTP id
x1mr133265wif.2.1412026898842; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.152.10.203 with SMTP id
k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.112.184.161 with SMTP id
ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
X-Original-Authentication-Results: mx.google.com; spf=pass (google.com:
domain of first.lastname@domain.com designates 209.85.215.48 as
permitted sender) smtp.mail=first.lastname@domain.com
Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com
[209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id
1654C4806DB for alias@ticket.domain.com; Mon, 29 Sep 2014 14:41:39
-0700 (PDT)
Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for
cdn@ticket.domain.com; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon,
29 Sep 2014 14:41:38 -0700 (PDT)
Received: from mail-la0-f48.google.com (mail-la0-f48.google.com
[209.85.215.48]) by mx.google.com with ESMTPS id
nx7si19925631lbb.63.2014.09.29.14.41.38 for support@domain.com
(version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014
14:41:38 -0700 (PDT)
Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for
support@domain.com; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700
(PDT)
Delivered-To: alias@ticket.domain.com
Subject: a last test
Return-Path: support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG@domain.com
X-Original-To: cdn@ticket.domain.com
X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=
1e100.net; s=20130820;
h=x-gm-message-state:mime-version:date:message-id:subject:from:to
:x-original-sender:x-original-authentication-results:reply-to
:precedence:mailing-list:list-id:list-post:list-help:list-archive
:list-unsubscribe:content-type;
bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=;
b=IwnoDAEovMdw+DfvKXDg6OoUXfoOgjeAByIcNHqo4nTKGFBiOiKg8fuV4211i43Mh+
7Qq6zg2JZPSxzLdmGZzuCfCfH3WzHc2/v/PF85jLx7Wa0hYXih7u3WQBpDUobQHOcYqW
s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0
4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86
zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog==
Date: Mon, 29 Sep 2014 14:41:37 -0700
Mailing-List: list support@domain.com; contact support+owners@domain.com
X-Google-Group-ID: 712039732685
Precedence: list
X-Beenthere: support@domain.com
X-Original-Sender: first.lastname@domain.com
List-ID: <support.domain.com>
To: “support” support@domain.com
List-Unsubscribe: <mailto:
googlegroups-manage+712039732685+unsubscribe@googlegroups.com>, <
http://groups.google.com/a/domain.com/group/support/subscribe>
X-GM-Message-State:
ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y
From: “First Lastname” first.lastname@domain.com
X-RT-Interface: Email
Content-Length: 0
content-type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
Content-Length: 132

On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote:

We use Google mail for a domain. Let’s call it domain.com.

We created a mailing list, support@domain.com, which forwards to
our RT
system at alias@ticket.domain.com.

HOWEVER, if I send to support@domain.com, the message is forwarded
into the
RT system and generates a new ticket. But:
a) the requestor is misidentified as support@domain.com instead of
the
address I sent from.

I’m not sure what “We created a mailing list” means in this context,
but if
the mailing list you created inserts a reply-to header in the email
then I
think RT may use that in preference to a From: line.

Duncan


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