Strange behaviour with Outlook attachments

Hello All,

i just discovered a strange behaviour while working with MS Outlook.
First of all, here’s my setup:

RT 4.2.3
Mails are fetched via fetchmail from a specific folder in MS-Outlook.
So actually all my correspondence flows through that folder.
Everything went well for quite a long time but now i discovered something
weird.
As soon as the Customer sends an email which has attached email of a past
correspondence, RT sends out a copy of those email to the destination,
mentioned in the attachment.

Here’s a example:
Owner1 sends mail1 to requestor1
Owner1 changes requestor of the Ticket from requestor1 to requestor2
Owner1 sends mail2 to requestor2
Requestor1 forwarded mail1 to requestor2
Requestor2 answers mail2 attaching mail1 (Outlook “.msg”-File)
RT sends a notification to Owner1
RT sends a copy of the answer-mail to reuqestor1

I tried to clarify this as good as possible. Let me know if you need more
Information.

View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968.html

Owner1 sends mail1 to requestor1
Owner1 changes requestor of the Ticket from requestor1 to requestor2
Owner1 sends mail2 to requestor2
Requestor1 forwarded mail1 to requestor2
Requestor2 answers mail2 attaching mail1 (Outlook “.msg”-File)
RT sends a notification to Owner1
RT sends a copy of the answer-mail to reuqestor1
I tried to clarify this as good as possible. Let me know if you need more
Information.

You really must provide a sample email that causes this behavior when
fed into rt-mailgate.

-kevin

Thanks for your reply Kevin,

I think i figured it out. RT treats the Attachment like a 3rd party
correspondence. I’ll try to export an email as soon as possible. But for now
I wrote a “work-around”-scrip.
Here’s my scrip:

Condition: User Defined
Action: Notify requestors and Ccs
Template: Correspondence in HTML

Custom Condition:

my $Actor = $self->TransactionObj->CreatorObj->Id;
my $trt = $self->TransactionObj->Type;

return undef unless $self->TransactionObj->Type eq “Correspond”;

if ($Actor != $self->TicketObj->OwnerObj->Id) {
$RT::Logger->info(“Actor != Owner and type is $trt …Not Sending
Mail!”);
undef;
}
else{
$RT::Logger->info(“Actor = Owner! and it’s $trt … Sending Mail…”);
1;
}

Custom action preparation code:
Custom action commit code:

Best regards,
Adam

Greetings,

Siecinski
View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968p58052.html

Hello,

apologize for my late reponse.
I attached a sample E-Mail of a 3rd party correspondence right before
forwarded to rt-mailgate.

Mailtest.txt
http://requesttracker.8502.n7.nabble.com/file/n58095/Mailtest.txt

Is it possible to disable all notifications send from RT unless the sender
of the correspondence equals one of our staff?
The scrip, I aplied to my test-queue actually only notifys the requestor if
the actor of the correspondence equals the owner of the ticket.

Greetings,

Siecinski
View this message in context: http://requesttracker.8502.n7.nabble.com/Strange-behaviour-with-Outlook-attachments-tp57968p58095.html