[rt-users] Misidentified requestor

Burton Lee burton.lee at mileweb.com
Mon Sep 29 21:18:05 EDT 2014


Can you clarify what you mean by forwarder?
We use Gmail to provide business email for a custom domain.
All I want to do is forward support at domain.com into our RT system.
You're right I don't actually need a mailing list.

Perhaps I need to connect with google to figure out if what we want to do
is possible.



On Mon, Sep 29, 2014 at 6:01 PM, Alex Peters <alex at peters.net> wrote:

> I'd suggest that using a "mailing list" and then trying to mold RT around
> it is adding too much complexity to the situation.
>
> Consider just using a forwarder, and letting RT handle everything else.
>
> What things are you wanting to get out of using a mailing list?  It's very
> likely that RT offers all of that functionality already.
>
> On 30 September 2014 10:53, Burton Lee <burton.lee@
> <burton.lee at mileweb.com>> wrote:
>
>> Thanks guys for the responses.  Yes, Google does seem to insert its own
>> Reply-To in place of the original one.
>>
>> Below are sample headers obtained when viewing full headers in the newly
>> created ticket.
>> Is there an easy way to tweak RT to use the From line as the requestor?
>>
>> (I don't know if there is a way to tell google not to modify the header.)
>>
>> support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG at domain.com Mon Sep 29 14: 41:40
>> 2014
>> List-Archive: <http://groups.google.com/a/domain.com/group/support/>
>> MIME-Version: 1.0
>> List-Post: <http://groups.google.com/a/domain.com/group/support/post>,
>> <mailto:support at domain.com>
>> List-Help: <
>> http://support.google.com/a/domain.com/bin/topic.py?topic=25838>,
>> <mailto:support+help at domain.com>
>> Received-SPF: pass (google.com: domain of first.lastname at domain.com
>> designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48;
>> Content-Type: multipart/alternative;
>> boundary="001a11c31d0ea6884e05043b216c"
>> Reply-To: support at domain.com
>> Message-ID: <CAKb=
>> mcuokHqWdnp97Mw+dM75NgfZMkk2AgF03wt7wtUWoj4miw at mail.gmail.com>
>> X-Received: by 10.180.24.225 with SMTP id x1mr133265wif.2.1412026898842;
>> Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
>> X-Received: by 10.152.10.203 with SMTP id
>> k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
>> X-Received: by 10.112.184.161 with SMTP id
>> ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
>> X-Original-Authentication-Results: mx.google.com; spf=pass (google.com:
>> domain of first.lastname at domain.com designates 209.85.215.48 as
>> permitted sender) smtp.mail=first.lastname at domain.com
>> Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com
>> [209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id
>> 1654C4806DB for <alias at ticket.domain.com>; Mon, 29 Sep 2014 14:41:39
>> -0700 (PDT)
>> Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for <
>> cdn at ticket.domain.com>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
>> Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon,
>> 29 Sep 2014 14:41:38 -0700 (PDT)
>> Received: from mail-la0-f48.google.com (mail-la0-f48.google.com
>> [209.85.215.48]) by mx.google.com with ESMTPS id
>> nx7si19925631lbb.63.2014.09.29.14.41.38 for <support at domain.com>
>> (version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014
>> 14:41:38 -0700 (PDT)
>> Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for <
>> support at domain.com>; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
>> Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700
>> (PDT)
>> Delivered-To: alias at ticket.domain.com
>> Subject: a last test
>> Return-Path: <support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG at domain.com>
>> X-Original-To: cdn at ticket.domain.com
>> X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=
>> 1e100.net; s=20130820;
>> h=x-gm-message-state:mime-version:date:message-id:subject:from:to
>> :x-original-sender:x-original-authentication-results:reply-to
>> :precedence:mailing-list:list-id:list-post:list-help:list-archive
>> :list-unsubscribe:content-type;
>> bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=;
>> b=IwnoDAEovMdw+DfvKXDg6OoUXfoOgjeAByIcNHqo4nTKGFBiOiKg8fuV4211i43Mh+
>> 7Qq6zg2JZPSxzLdmGZzuCfCfH3WzHc2/v/PF85jLx7Wa0hYXih7u3WQBpDUobQHOcYqW
>> s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0
>> 4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86
>> zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog==
>> Date: Mon, 29 Sep 2014 14:41:37 -0700
>> Mailing-List: list support at domain.com; contact support+owners at domain.com
>> X-Google-Group-ID: 712039732685
>> Precedence: list
>> X-Beenthere: support at domain.com
>> X-Original-Sender: first.lastname at domain.com
>> List-ID: <support.domain.com>
>> To: "support" <support at domain.com>
>> List-Unsubscribe: <mailto:
>> googlegroups-manage+712039732685+unsubscribe at googlegroups.com>, <
>> http://groups.google.com/a/domain.com/group/support/subscribe>
>> X-GM-Message-State:
>> ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y
>> From: "First Lastname" <first.lastname at domain.com>
>> X-RT-Interface: Email
>> Content-Length: 0
>> content-type: text/plain; charset="utf-8"
>> X-RT-Original-Encoding: utf-8
>> Content-Length: 132
>>
>>
>> On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote:
>>
>>> > We use  Google mail for a domain. Let's call it domain.com.
>>> >
>>> > We created a mailing list,  support at domain.com, which forwards to our
>>> RT
>>> > system at alias at ticket.domain.com.
>>> > ...
>>> > HOWEVER, if I send to support at domain.com, the message is forwarded
>>> into the
>>> > RT system and generates a new ticket.  But:
>>> > a) the requestor is misidentified as support at domain.com instead of the
>>> > address I sent from.
>>>
>>> I'm not sure what "We created a mailing list" means in this context, but
>>> if
>>> the mailing list you created inserts a reply-to header in the email then
>>> I
>>> think RT may use that in preference to a From: line.
>>>
>>> Duncan
>>>
>>>
>>> --
>>>
>>
>> --
>> RT Training November 4 & 5 Los Angeles
>> http://bestpractical.com/training
>>
>>
>
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20140929/c42d05a4/attachment.htm>


More information about the rt-users mailing list