[rt-users] Protecting RT

[ODHIAMBO Washington]

Lo RT-Likes,

Instance: RT2.

Imagine a case where some moron sends an e-mail to one of RT queues with a
non-existent address (local_part) on a valid domain name.

Today I had a situation where RT ended up creating hundreds of tickets in
a similar case.

One moron sent an e-mail from postmaster at domain.name. This postmaster
account/alias is not defined on their server. RT got the e-mail and
promptly used the AutoReply feature in the relevant queue. The message
hit the original submiter's server and the server responded with a
"Mail Delivery Failure" to RT, which created a second ticket and so on..
and so forth. This was NOT a mail loop, AFAIK.

So RT was acting correctly, creating new tickets as it's supposed to,
but this turns to be such a nasty experience. Hundreds of useless tickets.

If there was a way RT could look at the message body and extract a ticket
number, it would be a nice feature, since that way it could relate it
to an existing ticket and just add the new mail as a correspondence.

I checked etc/config.pm but could not see anything like this.

Would appreciate any pointers.




        cheers
       - wash 
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Odhiambo Washington, wash at wananchi.com	. WANANCHI ONLINE LTD (Nairobi, KE)  |
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