[rt-users] RT 3.6.3 Issue sending email to RT Queues

Ole Craig ocraig at stillsecure.com
Thu Apr 19 12:53:47 EDT 2007

Yep, that's on my "RT annoyances" list too. No easy way to work around
in the present product except to add the second email address to the
ticket, in which case the person associated with those addresses will
get 2 copies of RT correspondence, one to each address. This is

IMnsHO, the "right" way to fix it is to change the RT schema so that it
allows a Principal (RT's name for a user entity) to be associated with
multiple email addresses, and change the code that determines whether a
particular email can be added to a ticket such that it checks all
addresses associated with the ticket's Principals when deciding whether
to allow ticket correspondence. (The email address which was originally
associated with the ticket would be the only one that received
correspondence, however.) 

This would still require knowing the email addresses in question in
advance (RT has no AI functionality capable of determining on-the-fly
that "ocraig at stillsecure.com" and "olc at cs.umass.edu" are the same
person, for instance :-) but at least the problem would only occur once
per customer. 

Unfortunately, for me this change (compared to all the customization I
need to do to our RT installation) is relatively low on the
effort-vs-value scale so right now it's in the bucket labeled "hope
someone else fixes this".

On Wed, 2007-04-18 at 17:39 +0100, Alison Downie wrote:
> We recently upgraded to 3.6.1 on fc5 and are now seeing these messages
> for 
> some correspondence. I'm not sure if this helps you at all but I
> spotted 
> that it is only happening when the original requestor replies using a 
> different e-mail address e.g. the ticket is created for
> <user>@<domain>, 
> we send a message to them and they then reply as
> <user>@<machine>.<domain> 
> or even a completely different address. I'm assuming that at this
> point, 
> RT won't create a new user (since it's not a new ticket) which does
> make 
> sense. I would appreciate some advice on how to fix this, though!! 
/Ole Craig
Security Engineer
Team lead, customer support

ocraig at stillsecure.com
303-381-3824 direct
303-381-3802 support
303-381-3880 fax


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