Occasional errors sending email through RT: Duplicate header field

Hello!

I'm using RT 4.4.1 sitting behind Kolab 16 as a mail server. This 

includes amavisd-new as a filter, and this combination causes bounces to
RT occasionally… and my customers aren’t getting my replies!

If I send an email to an RT ticket, which I am the owner of, RT 

sends an email on my behalf to the requestor (as it should).
Unfortunately, amavisd-new sometimes sees 2 “Sender” headers and rejects
the email which creates a new ticket in RT with the bounce reason. Here’
the header-1.hdr attachment that amavis replies with:

Return-Path: <support@example.com>
Sender: steve@example.com
MIME-Version: 1.0
Content-Type: multipart/alternative;
  boundary="=_b308d10660951d296cc57d268c770c5f"
Sender: Stephen Switzer <steve@example.com>Date: Mon, 19 Dec 2016 23:55:55 -0500
From: "RT, Support" <support@example.com>
To: support@example.com
Subject: Re: [SBS #99845] Laptop will not connect to the internet
In-Reply-To: <rt-4.4.1-1416-1482202966-319.99845-8-0@example.com>
References: <RT-Ticket-99845@example.com>
  <CY4PR10MB16247C062AD6E90C674E7AE1B4900@CY4PR10MB1624.namprd10.prod.outlook.com>
  <rt-4.4.1-1416-1482202966-319.99845-8-0@example.com>
Message-ID: <a1cd0f3d6b0cc448f7d4dd737df29a80@example.com>
X-Sender: support@example.com

Yes, I sanitized, even though you can deduce what it really was easily… :slight_smile:

I grep’d the RT code, and found that lib/RT/Interface/Email.pm seems to
be what is responsible… but no obvious line that tells me this code is
used for OUTBOUND email. Can anyone shed some light on this issue? I’d
be happy to hack code, I just want it fixed.

Thank you!

Best regards,
Steve

Stephen H. Switzer
President & Chief Technical Consultant

steve@SBSroc.com mailto:steve@sbsroc.com

Main:
Cell:

+1 (585) 298-9420 Ext: 7001
+1 (585) 202-8312

Support Desk:
support@sbsroc.com mailto:support@sbsroc.com

Fax:

+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be
legally privileged. It is for the intended recipient only. If an
addressing or transmission error has misdirected this e-mail, please
notify the author by replying to this e-mail. If you are not the
intended recipient you must not use, disclose, distribute, copy, print
or rely on this e-mail. The content of this email may contain private
views and opinions, which do not constitute formal disclosure or
commitment unless specifically stated. We do not enter into legally
binding agreements via email.

http://www.sbsroc.com
https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
https://www.facebook.com/sbsolutions
https://www.linkedin.com/company/switzer-business-solutions-llc
https://twitter.com/sbsroc
The ASCII Group Xorcom Certified Dealer

graphics1 (4.42 KB)

This is actually now happening on every email I try to send to a ticket.
I have customer complaints that I’m not responding when I AM. Any ideas
on this? I’m open to anything…

SteveOn 2016-12-20 11:46 am, Stephen Switzer wrote:

Hello!

I’m using RT 4.4.1 sitting behind Kolab 16 as a mail server. This includes amavisd-new as a filter, and this combination causes bounces to RT occasionally… and my customers aren’t getting my replies!

If I send an email to an RT ticket, which I am the owner of, RT sends an email on my behalf to the requestor (as it should). Unfortunately, amavisd-new sometimes sees 2 “Sender” headers and rejects the email which creates a new ticket in RT with the bounce reason. Here’ the header-1.hdr attachment that amavis replies with:

Return-Path: support@example.com
Sender: steve@example.com
MIME-Version: 1.0
Content-Type: multipart/alternative;
boundary="=_b308d10660951d296cc57d268c770c5f"
Sender: Stephen Switzer steve@example.com
Date: Mon, 19 Dec 2016 23:55:55 -0500
From: “RT, Support” support@example.com
To: support@example.com
Subject: Re: [SBS #99845] Laptop will not connect to the internet
In-Reply-To: rt-4.4.1-1416-1482202966-319.99845-8-0@example.com
References: RT-Ticket-99845@example.com
CY4PR10MB16247C062AD6E90C674E7AE1B4900@CY4PR10MB1624.namprd10.prod.outlook.com
rt-4.4.1-1416-1482202966-319.99845-8-0@example.com
Message-ID: a1cd0f3d6b0cc448f7d4dd737df29a80@example.com
X-Sender: support@example.com

Yes, I sanitized, even though you can deduce what it really was easily… :slight_smile:

I grep’d the RT code, and found that lib/RT/Interface/Email.pm seems to be what is responsible… but no obvious line that tells me this code is used for OUTBOUND email. Can anyone shed some light on this issue? I’d be happy to hack code, I just want it fixed. Thank you!


Best regards,
Steve

Stephen H. Switzer
President & Chief Technical Consultant

steve@SBSroc.com

MAIN:
CELL:
+1 (585) 298-9420 EXT: 7001
+1 (585) 202-8312

Support Desk:
support@sbsroc.com

FAX:
+1 (585) 625-0020

This e-mail contains proprietary information some or all of which may be legally privileged. It is for the intended recipient only. If an addressing or transmission error has misdirected this e-mail, please notify the author by replying to this e-mail. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. The content of this email may contain private views and opinions, which do not constitute formal disclosure or commitment unless specifically stated. We do not enter into legally binding agreements via email.

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Links:
[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
[4] https://www.linkedin.com/company/switzer-business-solutions-llc
[5] https://twitter.com/sbsroc

Hello!

I’m using RT 4.4.1 sitting behind Kolab 16 as a mail server. This includes amavisd-new as a filter, and this combination causes bounces to RT occasionally… and my customers aren’t getting my replies!

If I send an email to an RT ticket, which I am the owner of, RT sends an email on my behalf to the requestor (as it should). Unfortunately, amavisd-new sometimes sees 2 “Sender” headers and rejects the email which creates a new ticket in RT with the bounce reason. Here’ the header-1.hdr attachment that amavis replies with:

Hi Steve,

What is the wording of the actual reason for the bounce within the bounce message? What do the headers of the message that bounced look like? Does the email that’s being bounced actually have multiple From: fields? Have you tried whitelisting senders in amavisd?

Landon Stewart
Lead Analyst - Abuse and Security Management
INTERNAP ®
:e-mail: lstewart@internap.commailto:lstewart@internap.com
:earth_africa: www.internap.comhttp://www.internap.com