Re: [rt-users] RTAddressRegexp - not clear to me

[Joseph Spenner]

--- On Tue, 7/27/10, Joseph Spenner  wrote:

From: Joseph Spenner 
Subject: Re: [rt-users] RTAddressRegexp - not clear to me
To: rt-users@lists.bestpractical.com
Date: Tuesday, July 27, 2010, 2:29 PM



--- On Tue, 7/27/10, Mike Johnson  wrote:

You need to include both, the queue email addresses, AND anything that forwards 
email to RT.
 
That setting prevents RT from sending emails that will "loop" infinitely in 
your system.
 
For example.
 
RT is setup with the basic autoreply, and reply on correspondence etc.
 
RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT 
queue.
 
If i...@here.com emails supp...@here.com the general queue will autoreply to 
i...@here.com which will create a ticket and autoreply to supp...@here.com 
which will create a ticket and auto-reply to i...@here.com etc etc etc

 
Big loop, never ending, blow up RT :P
 
If you set the regular expression to supp...@here.com when RT emails out, it'll 
filter any emails going to supp...@here.com.  This will ensure no loop happens.

 
SO to recap, RTAddressRegexp has to be a regular expression that ALL email 
addresses that send stuff to RT will validate through.
 
Hope this helps!
Mike.


On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner  wrote:





Upon nearly completing my RT installation, and running:

# make initialize-database

I got the message:

==
[Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in 
the config. Not setting this option results in additional SQL queries to check 
whether each address belongs to RT or not. It is especially important to set 
this option if RT recieves emails on addresses that are not in the database or 
config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)

Now inserting data
Done inserting data
Done.
==
If I have 3 queues, ie:
support-h...@bob.domain.com
sales-h...@bob.domain.com

it-reque...@bob.domain.com
Do I need to list all those addresses (and any future addresses) in that 
RTAddressRegexp option ?  Or is this only if I have something at (ie:) 
h...@jack.somewhere.com forwarding to my RT system in which case I'd want to 
add:  h...@jack.somewhere.com to the RTAddressRegexp option ?




So this 'loop' should only occur if:

1) auto respond/reply is enabled for the queue defined in the scrips
2) somehow, an RT queue address (with auto reply enabled) somehow gets included 
into another queues ticket

?

Is this potential something new?  I've been using RT2 since about 2001 and 
never seen this happen.  Or is it just a safeguard?




  
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After further research, I found information indicating RTAddressRegexp is only 
needed if the "ParseNewMessageForTicketCcs" option is enabled.  Can anyone 
confirm this?





  
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Re: [rt-users] RTAddressRegexp - not clear to me

[Joseph Spenner]

--- On Tue, 7/27/10, Mike Johnson  wrote:

>From: Mike Johnson 
>Subject: Re: [rt-users] RTAddressRegexp - not clear to me
>To: "Joseph Spenner" 
>Cc: rt-users@lists.bestpractical.com
>Date: Tuesday, July 27, 2010, 11:56 AM
>
>You need to include both, the queue email addresses, AND anything that 
>>forwards email to RT.
>
>That setting prevents RT from sending emails that will "loop" infinitely >in 
>your system.
>
>For example.
>
>RT is setup with the basic autoreply, and reply on correspondence etc.
>
>RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes >to 
>IT queue.
> 
>If i...@here.com emails supp...@here.com the general queue will autoreply >to 
>i...@here.com which will create a ticket and autoreply to >supp...@here.com 
>which will create a ticket and auto-reply to i...@here.com >etc etc etc
>
> 
>Big loop, never ending, blow up RT :P
> 
>If you set the regular expression to supp...@here.com when RT emails out, 
>>it'll filter any emails going to supp...@here.com.  This will ensure no >loop 
>happens.
>
> 
>SO to recap, RTAddressRegexp has to be a regular expression that ALL >email 
>addresses that send stuff to RT will validate through.
> 
>Hope this helps!
>Mike.

Mike:
  It makes sense, and I suspect my RT2 was vulnerable to this sort of thing.  
But I've run it since 2001 and never had this happen.  But I can see how it 
could.  I would imagine people with evil "out of office" responders would/could 
create tickets as well, but I think most mail servers (even Exchange) is smart 
enough to only send 1 "out of office" message.

  So, what does RT do with the email/ticket if it matches?  Does it get 
silently dropped?

  Also, I ~thought~ sendmail/postfix was smart enough to kill loops (or prevent 
them from starting) based on the information in the email header.  Apparently 
not the case?  If RT doesn't retain any of that information, sendmail/postfix 
might see it as a new message every time..





  

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Re: [rt-users] RTAddressRegexp - not clear to me

[Mike Johnson]

RT could do that, but that wouldn't catch any email addresses that forward
stuff to an RT email address, or if using fetchmail, that forward stuff to
an email address RT pulls from.

On Tue, Jul 27, 2010 at 5:02 PM, Joseph Spenner wrote:

>   If life gives you lemons, keep them-- because hey.. free lemons.
>
>
> --- On *Tue, 7/27/10, Mike Johnson * wrote:
>
>
> From: Mike Johnson 
> Subject: Re: [rt-users] RTAddressRegexp - not clear to me
> To: "Joseph Spenner" 
> Cc: rt-users@lists.bestpractical.com
> Date: Tuesday, July 27, 2010, 2:35 PM
>
>
>  It's really a safeguard, because not everyone that uses your RT instance
> is "smart" enough to prevent loops from happening.
>
> And my example showed 2 queues... but you only need email address and a
> "goofy" user for a loop to happen that will cripple the system.
>
> I've had end-users reply to an email coming from  RT>(which the Reply-To: on those emails is 
> helpd...@nosm.ca<http://mc/compose?to=helpd...@nosm.ca>) and
> cc helpd...@nosm.ca <http://mc/compose?to=helpd...@nosm.ca>.
>
> If you use the ParseNewMessageForTicketCcs, the above can become quite
> troublesome without RTAddressRegexp, as it would append 
> helpd...@nosm.ca<http://mc/compose?to=helpd...@nosm.ca>as a Cc email address, 
> which would then email out to
> helpd...@nosm.ca <http://mc/compose?to=helpd...@nosm.ca> whenever you do
> correspondence that a Cc would see...
>
> Hope that helps!
> Mike.
>
>  Why couldn't the application simply query the database to figure out what
> the queue email addresses are, and don't permit them to be a recipient?
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RTAddressRegexp - not clear to me

[Joseph Spenner]

If life gives you lemons, keep them-- because hey.. free lemons.

--- On Tue, 7/27/10, Mike Johnson  wrote:

From: Mike Johnson 
Subject: Re: [rt-users] RTAddressRegexp - not clear to me
To: "Joseph Spenner" 
Cc: rt-users@lists.bestpractical.com
Date: Tuesday, July 27, 2010, 2:35 PM

It's really a safeguard, because not everyone that uses your RT instance is 
"smart" enough to prevent loops from happening.
 
And my example showed 2 queues... but you only need email address and a "goofy" 
user for a loop to happen that will cripple the system.
 
I've had end-users reply to an email coming from (which 
the Reply-To: on those emails is helpd...@nosm.ca) and cc helpd...@nosm.ca.

 
If you use the ParseNewMessageForTicketCcs, the above can become quite 
troublesome without RTAddressRegexp, as it would append helpd...@nosm.ca as a 
Cc email address, which would then email out to helpd...@nosm.ca whenever you 
do correspondence that a Cc would see...

 
Hope that helps!
Mike.

Why couldn't the application simply query the database to figure out what the 
queue email addresses are, and don't permit them to be a recipient?





  
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
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Re: [rt-users] RTAddressRegexp - not clear to me

[Mike Johnson]

It's really a safeguard, because not everyone that uses your RT instance is
"smart" enough to prevent loops from happening.

And my example showed 2 queues... but you only need email address and a
"goofy" user for a loop to happen that will cripple the system.

I've had end-users reply to an email coming from (which
the Reply-To: on those emails is helpd...@nosm.ca) and cc helpd...@nosm.ca.

If you use the ParseNewMessageForTicketCcs, the above can become quite
troublesome without RTAddressRegexp, as it would append helpd...@nosm.ca as
a Cc email address, which would then email out to helpd...@nosm.ca whenever
you do correspondence that a Cc would see...

Hope that helps!
Mike.

On Tue, Jul 27, 2010 at 4:29 PM, Joseph Spenner wrote:

>
>
> --- On *Tue, 7/27/10, Mike Johnson * wrote:
>
>
>  You need to include both, the queue email addresses, AND anything that
> forwards email to RT.
>
> That setting prevents RT from sending emails that will "loop" infinitely in
> your system.
>
> For example.
>
> RT is setup with the basic autoreply, and reply on correspondence etc.
>
> RT has 2 queues, supp...@here.com goes 
> to general, and
> i...@here.com  goes to IT queue.
>
> If i...@here.com  emails 
> supp...@here.comthe general queue will 
> autoreply to
> i...@here.com  which will create a ticket
> and autoreply to supp...@here.com 
> which will create a ticket and 
> auto-reply to
> i...@here.com  etc etc etc
>
> Big loop, never ending, blow up RT :P
>
> If you set the regular expression to 
> supp...@here.comwhen RT emails out, 
> it'll filter any emails going to
> supp...@here.com .  This will
> ensure no loop happens.
>
> SO to recap, RTAddressRegexp has to be a regular expression that ALL email
> addresses that send stuff to RT will validate through.
>
> Hope this helps!
> Mike.
>
> On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner 
> http://mc/compose?to=joseph85...@yahoo.com>
> > wrote:
>
>   Upon nearly completing my RT installation, and running:
>
> # make initialize-database
>
> I got the message:
>
> ==
> [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set
> in the config. Not setting this option results in additional SQL queries to
> check whether each address belongs to RT or not. It is especially important
> to set this option if RT recieves emails on addresses that are not in the
> database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
> Now inserting data
> Done inserting data
> Done.
> ==
> If I have 3 queues, ie:
> support-h...@bob.domain.com
> sales-h...@bob.domain.com 
> it-reque...@bob.domain.com
> Do I need to list all those addresses (and any future addresses) in that
> RTAddressRegexp option ?  Or is this only if I have something at (ie:)
> h...@jack.somewhere.com 
> forwarding to my RT system in 
> which case I'd want to add:
> h...@jack.somewhere.com  to
> the RTAddressRegexp option ?
>
>
>
> So this 'loop' should only occur if:
>
> 1) auto respond/reply is enabled for the queue defined in the scrips
> 2) somehow, an RT queue address (with auto reply enabled) somehow gets
> included into another queues ticket
>
> ?
>
> Is this potential something new?  I've been using RT2 since about 2001 and
> never seen this happen.  Or is it just a safeguard?
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RTAddressRegexp - not clear to me

[Joseph Spenner]

--- On Tue, 7/27/10, Mike Johnson  wrote:

You need to include both, the queue email addresses, AND anything that forwards 
email to RT.
 
That setting prevents RT from sending emails that will "loop" infinitely in 
your system.
 
For example.
 
RT is setup with the basic autoreply, and reply on correspondence etc.
 
RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to IT 
queue.
 
If i...@here.com emails supp...@here.com the general queue will autoreply to 
i...@here.com which will create a ticket and autoreply to supp...@here.com 
which will create a ticket and auto-reply to i...@here.com etc etc etc

 
Big loop, never ending, blow up RT :P
 
If you set the regular expression to supp...@here.com when RT emails out, it'll 
filter any emails going to supp...@here.com.  This will ensure no loop happens.

 
SO to recap, RTAddressRegexp has to be a regular expression that ALL email 
addresses that send stuff to RT will validate through.
 
Hope this helps!
Mike.


On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner  wrote:





Upon nearly completing my RT installation, and running:

# make initialize-database

I got the message:

==
[Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in 
the config. Not setting this option results in additional SQL queries to check 
whether each address belongs to RT or not. It is especially important to set 
this option if RT recieves emails on addresses that are not in the database or 
config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)

Now inserting data
Done inserting data
Done.
==
If I have 3 queues, ie:
support-h...@bob.domain.com
sales-h...@bob.domain.com

it-reque...@bob.domain.com
Do I need to list all those addresses (and any future addresses) in that 
RTAddressRegexp option ?  Or is this only if I have something at (ie:) 
h...@jack.somewhere.com forwarding to my RT system in which case I'd want to 
add:  h...@jack.somewhere.com to the RTAddressRegexp option ?




So this 'loop' should only occur if:

1) auto respond/reply is enabled for the queue defined in the scrips
2) somehow, an RT queue address (with auto reply enabled) somehow gets included 
into another queues ticket

?

Is this potential something new?  I've been using RT2 since about 2001 and 
never seen this happen.  Or is it just a safeguard?




  
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Re: [rt-users] RTAddressRegexp - not clear to me

[Mike Johnson]

You need to include both, the queue email addresses, AND anything that
forwards email to RT.

That setting prevents RT from sending emails that will "loop" infinitely in
your system.

For example.

RT is setup with the basic autoreply, and reply on correspondence etc.

RT has 2 queues, supp...@here.com goes to general, and i...@here.com goes to
IT queue.

If i...@here.com emails supp...@here.com the general queue will autoreply to
i...@here.com which will create a ticket and autoreply to
supp...@here.comwhich will create a ticket and auto-reply to
i...@here.com etc etc etc

Big loop, never ending, blow up RT :P

If you set the regular expression to supp...@here.com when RT emails out,
it'll filter any emails going to supp...@here.com.  This will ensure no loop
happens.

SO to recap, RTAddressRegexp has to be a regular expression that ALL email
addresses that send stuff to RT will validate through.

Hope this helps!
Mike.

On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner wrote:

>   Upon nearly completing my RT installation, and running:
>
> # make initialize-database
>
> I got the message:
>
> ==
> [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set
> in the config. Not setting this option results in additional SQL queries to
> check whether each address belongs to RT or not. It is especially important
> to set this option if RT recieves emails on addresses that are not in the
> database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
> Now inserting data
> Done inserting data
> Done.
> ==
> If I have 3 queues, ie:
> support-h...@bob.domain.com
> sales-h...@bob.domain.com
> it-reque...@bob.domain.com
> Do I need to list all those addresses (and any future addresses) in that
> RTAddressRegexp option ?  Or is this only if I have something at (ie:)
> h...@jack.somewhere.com forwarding to my RT system in which case I'd want
> to add:  h...@jack.somewhere.com to the RTAddressRegexp option ?
>
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.john...@nosm.ca

Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[rt-users] RTAddressRegexp - not clear to me

[Joseph Spenner]

Upon nearly completing my RT installation, and running:

# make initialize-database

I got the message:

==
[Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set in 
the config. Not setting this option results in additional SQL queries to check 
whether each address belongs to RT or not. It is especially important to set 
this option if RT recieves emails on addresses that are not in the database or 
config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
Now inserting data
Done inserting data
Done.
==
If I have 3 queues, ie:
support-h...@bob.domain.com
sales-h...@bob.domain.com
it-reque...@bob.domain.com
Do I need to list all those addresses (and any future addresses) in that 
RTAddressRegexp option ?  Or is this only if I have something at (ie:) 
h...@jack.somewhere.com forwarding to my RT system in which case I'd want to 
add:  h...@jack.somewhere.com to the RTAddressRegexp option ?





  
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com