Want to stop "RT thinks this is a bounce" messages

We want to be able to create tickets by emailing queuename@domain.com. I
have succesfully set that up. We want replies to users to consistently
come from bugs@domain.com, so we have the Reply and Comment addresses for
all the queues set to that.

The problem is, then queuename@dyna.org becomes a watcher. So RT sends
itself followup mails, which RT then bounces back to root@localhost with
the message “RT think this is a bounce”.

How do we prevent this behavior while keeping the per-queue ticket-filing
addresses while unifying the “From RT” address?

– Asheesh.

  1. there is no 10, but it sounded like a nice number :slight_smile:
    – Wichert Akkerman

I’m not exactly sure this is the problem that you are talking about, but
this is how I have it setup. Our mail server is different then our RT
Server. In this example our RT server is called “rt.domain.com

Mail sent to bugs@domain.com gets redirected to general@rt.domain.com
and creates a ticket in the general queue.

When you say “redirected”, does the redirection change the email address
in the “To:” field?

Or does it stay as "bugs@domain.com" in the mail header when RT gets it?

– Asheesh.

The best way to accelerate a Macintoy is at 9.8 meters per second per second.

Asheesh,

The mail server with the MX record for “domain.com” receives the message
addressed to "bugs@domain.com" and
reads the mailforwardingattribute "general@rt.domain.com" (on our
cyrus/imap/ldap server) and it sends a copy to the general queue on the
server “rt.domain.com” without changing the “To:” header
("bugs@domain.com").

Another possible example maintaining the header using /etc/aliases on 2
boxes with sendmail:

mail sent to "bugs@box1.domain.com" will create a ticket in the general
queue on the server “rt.domain.com” without changing the “To:” header.

box1.domain.com /etc/alias entry
bugs: general@rt.com

rt.domain.com /etc/alias entry
general: “|/usr/local/rt3/bin/rt-mailgate --queue general --action
correspond --url http://localhost

Hope this helps.

Mike

Asheesh Laroia wrote:> On Mon, 25 Jul 2005, Mike Patterson wrote:

I’m not exactly sure this is the problem that you are talking about,
but this is how I have it setup. Our mail server is different then
our RT Server. In this example our RT server is called “rt.domain.com

Mail sent to bugs@domain.com gets redirected to general@rt.domain.com
and creates a ticket in the general queue.

When you say “redirected”, does the redirection change the email
address in the “To:” field?

Or does it stay as "bugs@domain.com" in the mail header when RT gets it?

– Asheesh.

Asheesh Laroia wrote:

We want to be able to create tickets by emailing queuename@domain.com. I
have succesfully set that up. We want replies to users to consistently
come from bugs@domain.com, so we have the Reply and Comment addresses for
all the queues set to that.

The problem is, then queuename@dyna.org becomes a watcher. So RT sends
itself followup mails, which RT then bounces back to root@localhost with
the message “RT think this is a bounce”.

How do we prevent this behavior while keeping the per-queue ticket-filing
addresses while unifying the “From RT” address?

$RTAddressRegexp is the option you seek.