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

Jeff Smith jsmith at hoosiercancer.org
Tue Jul 28 19:12:32 EDT 2015


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-bounces at lists.bestpractical.com] On Behalf Of Joop
Sent: Tuesday, July 28, 2015 2:44 PM
To: rt-users at 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 queuename at myrt.blah<mailto:queuename at 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 myoldhelpdeskemail at mymailserver.net<mailto:myoldhelpdeskemail at mymailserver.net> to queuename at myrt.blah<mailto:queuename at 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
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