[rt-users] Creating Tickets in RT with a redirected email

[Jeff Smith]

Greetings,

I have installed RT and have successfully created the users and queues I need 
to begin managing requests.  Emails addressed to 
queuen...@myrt.blah create a ticket and the 
autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I've been told that 
I have to maintain my existing support email addresses.  So, I must redirect 
messages send to 
myoldhelpdeskem...@mymailserver.net 
to queuen...@myrt.blah .   I will have to do this 
for at least three queues. I have done this with an Exchange inbox redirect 
rule.

When I do this, tickets create, but the autoresponse doesn't fire.

Does anyone have any insight as to how I can correct this?  I used and 
maintained RT at another organization, but they had a Virtual Post Office that 
handled the redirection and delivery.  I do not  have such a setup available to 
me here.

Thank you for your input!

Re: [rt-users] Creating Tickets in RT with a redirected email

[Joop]

On 28-7-2015 15:34, Jeff Smith wrote:
>
> Greetings,
>
>  
>
> I have installed RT and have successfully created the users and queues
> I need to begin managing requests.  Emails addressed to
> queuen...@myrt.blah  create a ticket and
> the autoreply generates exactly as expected.
>
>  
>
> For consistency on the user side (and a management edict), I’ve been
> told that I have to maintain my existing support email addresses.  So,
> I must redirect messages send to myoldhelpdeskem...@mymailserver.net
>  to queuen...@myrt.blah
>  .   I will have to do this for at least
> three queues. I have done this with an Exchange inbox redirect rule.
>
>  
>
> When I do this, tickets create, but the autoresponse doesn’t fire. 
>
>  
>
Look at the headers of the redirected email. I suspect that bulk
preference is set and RT doesn't autoreply to such emails.

Joop

Re: [rt-users] Creating Tickets in RT with a redirected email

[Jeff Smith]

Thanks for your insight.

I've looked at the headers from one of the messages and I cannot find anything 
related to bulk preference (literally, a string search cannot find "bulk" 
anywhere in the headers), but I do have a line "RT-Squelch-Replies-To" which is 
populated with the sender's address.

I've so far been unable to find anywhere I can disable this.

Further suggestions?

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joop
Sent: Tuesday, July 28, 2015 2:44 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

On 28-7-2015 15:34, Jeff Smith wrote:
Greetings,

I have installed RT and have successfully created the users and queues I need 
to begin managing requests.  Emails addressed to 
queuen...@myrt.blah<mailto:queuen...@myrt.blah> create a ticket and the 
autoreply generates exactly as expected.

For consistency on the user side (and a management edict), I've been told that 
I have to maintain my existing support email addresses.  So, I must redirect 
messages send to 
myoldhelpdeskem...@mymailserver.net<mailto:myoldhelpdeskem...@mymailserver.net> 
to queuen...@myrt.blah<mailto:queuen...@myrt.blah> .   I will have to do this 
for at least three queues. I have done this with an Exchange inbox redirect 
rule.

When I do this, tickets create, but the autoresponse doesn't fire.

Look at the headers of the redirected email. I suspect that bulk preference is 
set and RT doesn't autoreply to such emails.

Joop

Re: [rt-users] Creating Tickets in RT with a redirected email

[Joop]

On 29-7-2015 1:12, Jeff Smith wrote:
>
> Thanks for your insight.
>
>  
>
> I’ve looked at the headers from one of the messages and I cannot find
> anything related to bulk preference (literally, a string search cannot
> find “bulk” anywhere in the headers), but I do have a line
> “RT-Squelch-Replies-To” which is populated with the sender’s address.
>
>  
>
> I’ve so far been unable to find anywhere I can disable this.
>
>  
>
> Further suggestions?
>
>  
>
>
Searching through the source of rt-4.2.5 I had lying around I came
across RedistributeAutoGeneratedMessages. What is this config parameter
set to in RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and
again at the RT level. Maybe somebody will spot the problem.

Joop

Re: [rt-users] Creating Tickets in RT with a redirected email

[Jeff Smith]

I've also opened a support ticket with Microsoft to see if they can strip the 
header at the Exchange level.  Not terribly hopeful.

From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joop
Sent: Wednesday, July 29, 2015 5:04 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

On 29-7-2015 1:12, Jeff Smith wrote:
Thanks for your insight.

I've looked at the headers from one of the messages and I cannot find anything 
related to bulk preference (literally, a string search cannot find "bulk" 
anywhere in the headers), but I do have a line "RT-Squelch-Replies-To" which is 
populated with the sender's address.

I've so far been unable to find anywhere I can disable this.

Further suggestions?


Searching through the source of rt-4.2.5 I had lying around I came across 
RedistributeAutoGeneratedMessages. What is this config parameter set to in 
RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and again 
at the RT level. Maybe somebody will spot the problem.

Joop

Re: [rt-users] Creating Tickets in RT with a redirected email

[Jeff Smith]

main.blah
X-MS-Exchange-Crosstenant-Originalarrivaltime:  28 Jul 2015 
12:49:44.3479 (UTC)
X-MS-Exchange-Crosstenant-Originalarrivaltime:  28 Jul 2015 
12:49:46.6694 (UTC)
X-Forefront-PRVS:  06515DA04B
X-MS-Exchange-Inbox-Rules-Loop: 
myoriginaladdr...@myhostedmaildomain.blah
X-MS-Has-Attach:yes
Thread-Topic:Test ticket 0847
X-Originating-Ip:   [12.175.233.34]
Accept-Language:en-US
From:"Jeff Smith" 
X-MS-Exchange-Transport-Crosstenantheadersstamped:DM2PR11MB0089
X-MS-Exchange-Transport-Crosstenantheadersstamped:BLUPR11MB0082
RT-Squelch-Replies-To: jsm...@hoosiercancer.org
RT-DetectedAutoGenerated: true
X-RT-Interface: Email
Content-Length:  0
Content-Type: multipart/alternative; 
boundary="_000_613ca39631a2450d834ccfd0a1d0b7dbBLUPR11MB0083namprd11pr_"
Content-Length:  0
content-type:text/plain; charset="utf-8"
Content-Transfer-Encoding:   quoted-printable
X-RT-Original-Encoding:iso-8859-1
Content-Length:  720


From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of 
Joop
Sent: Wednesday, July 29, 2015 5:04 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Creating Tickets in RT with a redirected email

On 29-7-2015 1:12, Jeff Smith wrote:
Thanks for your insight.

I've looked at the headers from one of the messages and I cannot find anything 
related to bulk preference (literally, a string search cannot find "bulk" 
anywhere in the headers), but I do have a line "RT-Squelch-Replies-To" which is 
populated with the sender's address.

I've so far been unable to find anywhere I can disable this.

Further suggestions?


Searching through the source of rt-4.2.5 I had lying around I came across 
RedistributeAutoGeneratedMessages. What is this config parameter set to in 
RT_Config.pm and more importantly RT_SiteConfig.pm?
Its indicating that it shouldn't redistribute messages to unprivilged users.

What might be helpful too is headers captured at the Exchange level and again 
at the RT level. Maybe somebody will spot the problem.

Joop

Re: [rt-users] Creating Tickets in RT with a redirected email

[Joop]

On 30-7-2015 15:47, Jeff Smith wrote:
>
> I did grep that config setting in RT_Config.pm and changed it to
> unprivileged with no result.  It did not appear in RT_SiteConfig.pm at
> all.
>
>  
>
> Headers captured at the RT level are below.  Unfortunately it doesn’t
> appear that Exchange writes a sent item on redirected messages and I
> haven’t yet been able to find it in the Office365 Exchange management
> portal either.
>
>  
>
> 20:/ZQKp9vLHlpf4+nUkEMJZeD6P08tNtvF2Rq3hIqj0iQAlPuWZEny0c844Z+5USTm0SATus6YPyxkyKGw3mCsFg==
>
> *Auto-Submitted: auto-generated*
>
> Content-Language: en-US
>
> X-MS-Exchange-Transport-Crosstenantheadersstamped:   
> BLUPR11MB0082
>
> RT-Squelch-Replies-To: *jsm...@hoosiercancer.org*
>
> *RT-DetectedAutoGenerated: true*
>
>
How about the 'autogenerated' headers?
It seems logical to me that RT shouldn't react to such emails because
that will cause a loop.

Joop

Re: [rt-users] Creating Tickets in RT with a redirected email

[Jeff Voskamp]

On 30/07/15 09:47 AM, Jeff Smith wrote:

I did grep that config setting in RT_Config.pm and changed it to
unprivileged with no result.  It did not appear in RT_SiteConfig.pm at all.


The proper way to do this is to copy the setting from RT_Config.pm to 
RT_SiteConfig.pm and change it there. That way you won't loose your 
changes when you upgrade to a newer RT and RT_Config.pm changes under 
your feet.  RT_SiteConfig.pm logically overwrites RT_Config.pm as far as 
settings go and doesn't change during upgrades.


Jeff

Re: [rt-users] Creating Tickets in RT with a redirected email

[Jeffrey Pilant]

On 29-7-2015 1:12, Joop writes:

>On 29-7-2015 1:12, Jeff Smith wrote:

>> Thanks for your insight.

>>

>> I've looked at the headers from one of the messages and I cannot find

>> anything related to bulk preference (literally, a string search cannot

>> find "bulk" anywhere in the headers), but I do have a line

>> "RT-Squelch-Replies-To" which is populated with the sender's address.

>>

>> I've so far been unable to find anywhere I can disable this.

>>

>> Further suggestions?

>

>Searching through the source of rt-4.2.5 I had lying around I came

>across RedistributeAutoGeneratedMessages. What is this config parameter

>set to in RT_Config.pm and more importantly RT_SiteConfig.pm?

>Its indicating that it shouldn't redistribute messages to unprivilged users.

>

>What might be helpful too is headers captured at the Exchange level and

>again at the RT level. Maybe somebody will spot the problem.

The text "RT-Squelch-Replies-To" occurs in:
lib/RT/Action/SendEmail.pm (sub RemoveInappropriateRecipients)
lib/RT/Interface/Email.pm (sub _HandleMachineGeneratedMail)
I don't know which is preventing the mail you want, but one of these files is 
the one you want to patch.

/jeff

PS: the Email.pm file has a documentation error fir the 
_HandleMachineGeneratedMail sub:
Returns a triple of (
Should be:
Returns a quad of (
Since there are 4 values.



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