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There definitely is something weird with the way the "reply-to" header is treated from RT.<br>
<br>
I did some more tests on a quite clean test system (RT 3.8.10) and I always get a "permission denied" error as soon as I add the reply-to header.<br>
<br>
By enabling debug logs I see RT thinks he is receiving the email message from the address in the "reply-to" header instead of the "from" header.<br>
That would also explain why I was getting the "RT Received mail ( ) from itself." message in my previous experiments.<br>
<br>
I know I'm not on the latest release... is this a known problem (already fixed, maybe)?<br>
<br>
I also found very old references to this same problem in the mailing list archives (without meaningful replies).<br>
<br>
Bye<br>
Cris<br>
<br>
<br>
<div class="moz-cite-prefix">Guadagnino Cristiano wrote:<br>
</div>
<blockquote cite="mid:51878007.8060707@creval.it" type="cite">Hi all,<br>
we have a problem when we need to forward a ticket (or part of it) to someone who is not a requestor or CC of the ticket itself.<br>
<br>
RT currently has a limitation on the forward operation, in that it doesn't allow to add a comment to the forwarded message. This is not acceptable, because the receiving end will not know why he/she receives the message and what we're talking about.<br>
<br>
To overcome this limitation we usually proceed like this:<br>
<br>
1) we copy the text to forward in a new Outlook message<br>
2) we set the sender as the private email address of who is sending<br>
3) we mangle the subject so that it contains the magic RT token with the number of the original ticket<br>
4) we add a special RT adress as BCC; this address is configured so that it triggers a comment action instead of a correspond action<br>
<br>
This has always worked well, although it is a bit cumbersome.<br>
<br>
But sometimes the receiving end replies, starting a lengthy new thread that needs to be appended to the ticket history. We can do it by forwarding each message to the special RT address (see step 4 above), but this is not optimal.<br>
<br>
Instead we thought of modifying the procedure adding a fifth step:<br>
<br>
5) set the Reply-To header with our normal RT address<br>
<br>
This way, when the subject receiving the forwarded email replies, it automatically is appended to the ticket and other participants are notified of the reply.<br>
<br>
However when we try to do this, RT replies back telling that it cannot record the email, with a permission denied error. The RT log reports that RT believes it got a message from itself and so it did not record it.<br>
<br>
Here is one example:<br>
<br>
[Mon May 6 09:42:32 2013] [crit]: RT Received mail (<e389ae4cfdbc401b99ca7d448c6199eb@dvd10cas1.d1.bkd> ) from itself. (/opt/rt3/bin/../lib/RT/Interface/Email.pm:1740)
<br>
[Mon May 6 09:42:32 2013] [crit]: RT thinks this message may be a bounce (/opt/rt3/bin/../lib/RT/Interface/Email.pm:244)
<br>
[Mon May 6 09:42:32 2013] [error]: Could not record email: Message Bounced (/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:75)<br>
<br>
I can't figure out why RT thinks it is receiving a mail from itself. Is it a bug? Or is there something else that I can't think of?<br>
<br>
Thank you in advance.<br>
Bye<br>
Cris<br>
<br>
</e389ae4cfdbc401b99ca7d448c6199eb@dvd10cas1.d1.bkd>
<div class="moz-signature">-- <br>
<b><i>Cristiano Guadagnino</i></b><br>
<small>Servizio Data Administration<br>
Bankadati S.I.<br>
Gruppo Credito Valtellinese<br>
Tel. +39-0342-522172</small><br>
</div>
</blockquote>
<br>
<div class="moz-signature">-- <br>
<b><i>Cristiano Guadagnino</i></b><br>
<small>Servizio Data Administration<br>
Bankadati S.I.<br>
Gruppo Credito Valtellinese<br>
Tel. +39-0342-522172</small><br>
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