<html>
<head>
<meta content="text/html; charset=windows-1252"
http-equiv="Content-Type">
</head>
<body text="#000000" bgcolor="#FFFFFF">
Hi, <br>
<br>
I have narrowed down the issue to being a missing configuration with
RT permissions - not an issue with any ISP in particular.<br>
<br>
If a reply is sent via a mail client, RT logs this message...<br>
<br>
[4020] [Tue Mar 29 15:46:51 2016] [info]: <a
class="moz-txt-link-rfc2396E"
href="mailto:rt-4.2.12-4020-1459266411-1469.76661-6-0@example.com"><a class="moz-txt-link-rfc2396E" href="mailto:rt-4.2.12-4020-1459266411-1469.76661-6-0@example.com"><rt-4.2.12-4020-1459266411-1469.76661-6-0@example.com></a></a>
<a class="moz-txt-link-abbreviated" href="mailto:xxxxx@hotmail.com">xxxxx@hotmail.com</a> is <b>blacklisted</b> because autogenerated
messages are configured to only be sent to <b>privileged</b> users
(RedistributeAutoGeneratedMessages). <b>Skipping</b>
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) <i>- this is the
reason why RT never sends an email to the requester</i><br>
<br>
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?<br>
<br>
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.<br>
[23268] [Wed Mar 30 13:53:00 2016] [info]:
<a class="moz-txt-link-rfc2396E" href="mailto:rt-4.2.12-23268-1459345980-196.76661-6-0@example.com"><rt-4.2.12-23268-1459345980-196.76661-6-0@example.com></a> <b>sent</b>
To: <a class="moz-txt-link-abbreviated" href="mailto:xxxxx@hotmail.com">xxxxx@hotmail.com</a>
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)<br>
<br>
As usual, if a reply is sent via RT web - the requester receives the
email as expected.<br>
<br>
Any suggestions? <br>
<br>
Thanks<br>
Sunny<br>
<br>
<br>
<br>
<div class="moz-cite-prefix">On 29/03/16 13:52, Sunny wrote:<br>
</div>
<blockquote cite="mid:56FA7A88.1040104@ebi.ac.uk" type="cite">Hi
all,
<br>
<br>
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.
<br>
<br>
It's only to Hotmail addresses where I see this issue, gmail and
our domain is fine.
<br>
<br>
The setup of the queue (example)...
<br>
<br>
Queue name = queue1
<br>
Reply Address = <a class="moz-txt-link-abbreviated" href="mailto:queue1@xyz.org">queue1@xyz.org</a>
<br>
<br>
The actual queue email address is <a class="moz-txt-link-abbreviated" href="mailto:queue1@abc.org">queue1@abc.org</a>
<br>
<a class="moz-txt-link-abbreviated" href="mailto:queue1@xyz.org">queue1@xyz.org</a> forwards to <a class="moz-txt-link-abbreviated" href="mailto:queue1@abc.org">queue1@abc.org</a> which then goes into RT
at <a class="moz-txt-link-abbreviated" href="mailto:rt4@helpdesk.abc.org">rt4@helpdesk.abc.org</a>
<br>
<br>
If I change the reply address from <a class="moz-txt-link-abbreviated" href="mailto:queue1@xyz.org">queue1@xyz.org</a> to
<a class="moz-txt-link-abbreviated" href="mailto:queue1@abc.org">queue1@abc.org</a> the RT gets updated and the hotmail address
requester receives the reply, however, I need the reply address to
be <a class="moz-txt-link-abbreviated" href="mailto:queue1@xyz.org">queue1@xyz.org</a>.
<br>
<br>
Any suggestions?
<br>
<br>
Thanks
<br>
Regards
<br>
---------
<br>
RT 4.4 and RTIR Training Sessions
<a class="moz-txt-link-freetext" href="https://bestpractical.com/training">https://bestpractical.com/training</a>
<br>
* Washington DC - May 23 & 24, 2016
<br>
</blockquote>
<br>
</body>
</html>