[Rt-devel] Auto replies create tickets

[n.chrysandreas at albourne.com]

Hi all,

I've already sent this to the user's list on Thursday but have not got a reply yet.
As I need to solve this relevantly fast and my solution is to modify RT's code base I decided to send it to the rt-devel list in hope to get some feedback. Please read below and let me know of any thoughts.


We have an application that generates messages and sends them to our users.
Our mail system is configures so that anyone that replies to these emails, a ticket is created in one of our queues.

My problem is that auto replies (ie. out of office messages) are creating tickets.
I've found a function in ../lib/RT/Interface/Email.pm that is checking the headers of the emails but the value returned from the function is always the same (as I understand from my limited perl skills).

sub CheckForAutoGenerated {
my $head = shift;

my $Precedence = $head->get("Precedence") || "";
if ( $Precedence =~ /^(bulk|junk)/i ) {
return (1);
}

# Per RFC3834, any Auto-Submitted header which is not "no" means
# it is auto-generated.
my $AutoSubmitted = $head->get("Auto-Submitted") || "";
if ( length $AutoSubmitted and $AutoSubmitted ne "no" ) {
return (1);
}

# First Class mailer uses this as a clue.
my $FCJunk = $head->get("X-FC-Machinegenerated") || "";
if ( $FCJunk =~ /^true/i ) {
return (1);
}

return (0);
}


Does the above function always return "0"? If so, is this correct? I modified the function on my test system so that if one of the conditions are met the returned value is "1" and it seems that RT is now filtering out any auto replies. 
Am I missing something here, maybe a dependency? Is the function above right?

The strange thing I noticed is that if RT sends an email (ie. from a ticket comment/reply) and it gets an auto reply, then it is filtered by the system and the auto reply does not get recorded in any ticket or even create a new one.



Thanks in advance

Nik