[rt-users] mail and RT

[Sheeri Kritzer]

So, we've had some weird mail issues with RT.  We're using sendmail on Solaris:

1) if i am a watcher on a ticket, and email is sent to RT about that ticket, RT will send me a copy, unless it determines that i sent the original message.  if i was to-ed or cc-ed on the original message, i'll get that, plus a copy from RT.  this is annoying.  RT should be able to prune its recipient list using the Cc: and To: headers, just like it does with From:.

2) RT doesn't seem to give any feedback if a bad address is used for a cc.  I'm assuming this is because the mail bounces, and RT doesn't add information to a ticket if it thinks it's a bounce.  Is there any way to keep the prevention of mail loops as well as giving feedback if there is a bounce?

3) I've sat with a user who sent (twice!) a "response" (made sure about that) through the web interface, and the response wasn't e-mailed out.  Is it possible for RT to show whether or not "respond" or "comment" was used on a particular entry?  Also, the sendmail logs don't help -- they don't show a message trying to go out.  What might be the problem here?

Note: We have upgraded to MailTools 1.50, the original version was MailTools 1.46.

-Sheeri Kritzer
Systems Administrator
University Systems Group
Tufts University
617-627-3925
sheeri.kritzer at tufts.edu