[rt-users] Problems with Outlook Interpreting RT From Headers

[Les Mikesell]

On Tue, 2005-07-19 at 16:59, Stevo wrote:
> Hey All,
> 
> I'm sure this has been dealt with in the past, but I can't find any 
> solution...
> 
> When one of my users open (or reply to) a ticket via email RT generates 
> an email to me with the following from line:
> 
> Apache [apache at itsupport.company.local]; on behalf of; Test User via RT 
> [itsupport at itsupport.company.local]
> 
> Thunderbird interprits this just fine and displays the Test User via RT 
> as the sender, however there is a problem with Outlook.
> 
> I added itsupport at itsupport.company.local into our Exchange Global 
> Address List as an alias for a user called IT Support so users could 
> easily create a ticket.  Now everytime I get a ticket from ANYONE it 
> shows the email is being sent from IT Support (rather than the users 
> name via RT).
> 
> This has to be a common problems - and no the answer is not to convert 
> everyone to Thunderbird!!
> 
> Any ideas here... has anyone beaten this Outlook issue??

Outlook does this when it sees a "Sender: " header in the email, using
the sender as the 'From' on behalf of the real 'From'.   Some mailers
insert the Sender: header when they notice that the specified From:
doesn't match the user actually submitting the email. I don't think
sendmail has defaulted to doing that for a long time and postfix dropped
it more recently.  Perhaps you can update your mail transport.  Or find
a way to delete the Sender: headers during delivery because many
internet mailing lists cause the same problem.  In the days when you
could trust remote transports the header might have been worth something
but now it is just annoying.

-- 
  Les Mikesell
    les at futuresource.com