[rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

[Jim Brandt]

The configuration option to look at is the one identified in the 
message: $RedistributeAutoGeneratedMessages

You can read about it in your RT_Config or here:

https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic

Something about the incoming message is causing RT to identify it as 
machine generated, probably a header getting added somewhere in your 
email chain.

On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote:
> Hi,
>
> I have narrowed down the issue to being a missing configuration with RT
> permissions - not an issue with any ISP in particular.
>
> If a reply is sent via a mail client, RT logs this message...
>
> [4020] [Tue Mar 29 15:46:51 2016] [info]:
> <rt-4.2.12-4020-1459266411-1469.76661-6-0 at example.com> xxxxx at hotmail.com
> is *blacklisted* because autogenerated messages are configured to only
> be sent to *privileged* users (RedistributeAutoGeneratedMessages).
> *Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is
> the reason why RT never sends an email to the requester/
>
> The log above appears because the requester is not a privileged user
> (nor should they be as they're an external user), what permission needs
> setting to allow RT send emails to unprivileged users?
>
> As a test, if I make the user a privileged user and send a reply from a
> mail client RT does send an email to the requester.
> [23268] [Wed Mar 30 13:53:00 2016] [info]:
> <rt-4.2.12-23268-1459345980-196.76661-6-0 at example.com> *sent* To:
> xxxxx at hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)
>
> As usual, if a reply is sent via RT web - the requester receives the
> email as expected.
>
> Any suggestions?
>
> Thanks
> Sunny
>
>
>
> On 29/03/16 13:52, Sunny wrote:
>> Hi all,
>>
>> I'm experiencing an issue with a particular queue where by a Hotmail
>> address requester does not get email notifications if their ticket is
>> replied to via a mail client - RT gets updated with the reply but it
>> doesn't send out an email to the requester. If the same ticket is
>> replied to via RT web the Hotmail address requester does receive a
>> reply - again RT gets updated with the reply but this time it does
>> send out an email to the requester.
>>
>> It's only to Hotmail addresses where I see this issue, gmail and our
>> domain is fine.
>>
>> The setup of the queue (example)...
>>
>> Queue name = queue1
>> Reply Address = queue1 at xyz.org
>>
>> The actual queue email address is queue1 at abc.org
>> queue1 at xyz.org forwards to queue1 at abc.org which then goes into RT at
>> rt4 at helpdesk.abc.org
>>
>> If I change the reply address from queue1 at xyz.org to queue1 at abc.org
>> the RT gets updated and the hotmail address requester receives the
>> reply, however, I need the reply address to be queue1 at xyz.org.
>>
>> Any suggestions?
>>
>> Thanks
>> Regards
>> ---------
>> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
>> * Washington DC - May 23 & 24, 2016
>
>
>
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016
>