[rt-users] Auto replies create tickets

[n.chrysandreas at albourne.com]

Hi all,

I need some feedback on this before I push any changes out to our live system.
I need to fix this relatively soon as I have 10-12 tickets created from auto replies every day. 
I would appreciate any thoughts as it would be very helpful for me.

Thanks again

Nik


----- "n chrysandreas" <n.chrysandreas at albourne.com> wrote:

> Hi all,
> 
> We have an application that generates messages and sends them to our
> users.
> Our mail system is configures so that anyone that replies to these
> emails, a ticket is created in one of our queues.
> 
> My problem is that auto replies (ie. out of office messages) are
> creating tickets.
> I've found a function in ../lib/RT/Interface/Email.pm that is checking
> the headers of the emails but the value returned from the function is
> always the same (as I understand from my limited perl skills).
> 
> sub CheckForAutoGenerated {
> my $head = shift;
> 
> my $Precedence = $head->get("Precedence") || "";
> if ( $Precedence =~ /^(bulk|junk)/i ) {
> return (1);
> }
> 
> # Per RFC3834, any Auto-Submitted header which is not "no" means
> # it is auto-generated.
> my $AutoSubmitted = $head->get("Auto-Submitted") || "";
> if ( length $AutoSubmitted and $AutoSubmitted ne "no" ) {
> return (1);
> }
> 
> # First Class mailer uses this as a clue.
> my $FCJunk = $head->get("X-FC-Machinegenerated") || "";
> if ( $FCJunk =~ /^true/i ) {
> return (1);
> }
> 
> return (0);
> }
> 
> 
> Does the above function always return "0"? If so, is this correct? I
> modified the function on my test system so that if one of the
> conditions are met the returned value is "1" and it seems that RT is
> now filtering out any auto replies. 
> Am I missing something here, maybe a dependency? Is the function above
> right?
> 
> The strange thing I noticed is that if RT sends an email (ie. from a
> ticket comment/reply) and it gets an auto reply, then it is filtered
> by the system and the auto reply does not get recorded in any ticket
> or even create a new one.
>