[rt-users] How to disable forwarding of correspondence to requestor?

[Luke Vanderfluit]

Hi Mike.

Mike Bell wrote:

> Hi,
> With the default config, if a message is sent to RT with a ticket 
> identifier in the subject, but from an email address different than 
> that ticket's requestor, RT will send a copy of the message to the 
> requestor.  I want to prevent RT from sending the copy.  I've tried 
> deleting and changing various 'on correspond' scrips with no luck.
>
Interesting problem.

I think you need to rethink your spam strategy.
Why do you reply to a spam mail?
If you do, then change the subject of non-deliverable.

I had a similar case where I wanted to single out mail-from-requestors 
that had the ticketID in the subject but were sent to a different queue 
than the ticketID->queue. I manipulated procmail so that it checked what 
the queue was and then either appended (to existing ticket if queue was 
same) or created new ticket (if queue was different).

Procmail might be your answer.

Hope that helps.
Kind regards.
Luke.



> I've recently had a vexing problem with a mail loop.  RT received a 
> spam message with a bad from address.  SpamAssassin marked it and an 
> automated spam reply was sent out by RT.  The mail server identified 
> by the (bad) from address then returned a message indicating that it 
> was non-deliverable but which contained the RT ticket identifier 
> string in the subject.  Since the from address was not the same as the 
> requestor address, RT sent a copy of this notification back to the 
> requestor.  RT received another non-deliverable notification creating 
> a mail loop. Over a few days several thousand emails were sent back 
> and forth before I noticed the problem.  This ticket had over 16000 
> transactions, which caused httpd processes to lock up when attempting 
> to view the ticket.
>
> I want to prevent this from happening.    If there is no way to 
> disable RT's message forwarding in this instance, I will consider 
> disabling the autoreply for spam messages, though that could cause 
> problems with false positives.  But I can imagine someone could easily 
> cause a similar mail loop by sending a couple of non-spam messages 
> with forged headers, just using the default RT autoreply.
>
> This is a production RT 3.4.5 system that has been running for several 
> months.  It is installed on a fedora core 5 server.  Thanks for any 
> assistance or advice!
>
> -Mike Bell
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-- 
Luke Vanderfluit.
Analyst/Programmer.
Internode Systems Pty. Ltd.