[rt-users] mail and RT

[Sheeri Kritzer]

Clarification: all these problems occurred while we were using MailTools 1.46. I don't know if they have occurred with 1.50.

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


Quoting Sheeri Kritzer <sheeri.kritzer at tufts.edu>:

> 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
> 
> 
> 
> 
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