[rt-users] Suppression of incoming mail CC to RT queue

[Carl Elkins]

Folks,
   couldn't find anything on this topic, so here goes (sorry if I've
missed something, any pointers gratefully received)...

Some of our users (non-technical staff - everyone else seems capable of
following simple instructions ;-)) seem to insist on including the RT
queue address in the CC list of some emails; this is primarily a problem
if they reply to a mail which has a valid ticket ID in Subject: field
(the route by which they get this is unimportant to this discussion),
since they don't expect that RT will generate a reply to the original
requestor, since they didn't send the mail to him/her... I'm sure you
can see where this is leading.


I can see a number of approaches to solving this, unfortunately, it
appears that training the users isn't one of them :-(

One approach would be to use, say ProcMail, to suppress messages
destined for the RT queue where the RT address is in the CC list, not
the To: list.

Another would be to generate suitable Scrip conditions to carry out a
similar check for ticket creation/update.

Another would be to create Scrip actions for creation/update which check
for the CCing in the Prepare() method, though this doesn't strike me as
the 'right' place to be doing this kind of thing.

Yet another would be to modify the rt-mailgate to check for this
condition, which seems logically where it should live, given that
checking for suspicious senders, external users etc. is done here,
though obviously picking up a condition from config.pm is the right way
to do this kind of thing.


I'd be grateful for comments on the merits of the various approaches,
based on the accumulated wisdom of those present, or indeed for any
other suggestions to solving my problem.


Thanks.
-- 
Carl Elkins, Team Leader, Technical Support, IPTV Division
Pace Micro Technology plc,             Tel: +44 (0) 1223 518 586
645 Newmarket Road,                    Fax: +44 (0) 1223 518 526
Cambridge. CB5 8PB                     WWW: http://www.pace.co.uk/