[rt-users] Custom Header for loop prevention

[Mike Patterson]

Walt Reed wrote:

>We ran into the same problem, but it occurs when clueless users or
>admins setup autoresponders yet send stuff in. 
>
>RT properly sets autoresponses with Precedence: bulk, but many OOO
>responders and such ignore this and autoreply anyway creating a
>brand-new message without any of the original message included. Of
>course, this creates a new ticket, which generates an autoreply. Sigh.
>Would someone please kick Bill G. in the nuts for me??? 
>
>Anyway, I'm working on my own pattern list which I will use in a mail
>filter before it even gets to RT. It seems that this would be the
>easiest to implement. I'm not sure yet if I will do this via procmail or
>an exim filter, but I'm leaning towards exim filters.
>  
>
Yeah our loops update existing tickets (rather than completely messing 
up the subject line and creating new tickets).

Even if I do an information campaign and get most of our users to modify 
their client side vacation rules to put an exception for rt at myorg.com I 
doubt I would get every last person trained so I need to be ready for it 
on the server side.  Also I don't believe you can make GroupWise 5.5 
take actions on the Precedence header.
BTW we're building a new standards compliant mail server, but until that 
happens I need this to work.

I'd be satisfied aim "out of office" replies to create a new ticket in a 
queue that does not have any email actions.
I was thinking that if  I  replaced "[" and "]" with "-" in the subject 
line (e.g. [myorg.com #5555] (out of office) Subject:  -myorg.com #5555- 
(out of office) ) or adding some other header to it before throwing it 
to rt-mailgate.  Then our helpdesk staff could link to the existing 
tickets as appropriate and we wouldn't be throwing away false positives.

Does anyone use procmail (possibly in conjuction with another program 
such as formail) to alter the content of the message before throwing it 
to rt-mailgate?
I already have procmail setup to be able to throw messages to 
appropriate rt-mailgate queues.

Is there a better way?