[rt-users] Avoiding ticketing system loops from email submissions

[Matthew Pounsett]

A quick search didn't come up with any previous conversations on this  
topic... but it seems to me to be the sort of thing that *should* have  
been discussed at some point in the past... so if I've missed  
something a point is more than welcome.

Has anyone ever addressed the potential for auto-reply loops between  
instances of RT that get directed at each other?  I'm wondering if RT  
is smart enough to recognize when an incoming message was generated by  
another instance of RT (or even other ticket systems) and suppress an  
auto-response.

Here's the specific case I'm worried about:

We're moving a bunch of our 'role' email addresses over to RT, away  
from being just distribution lists.  Among these is the contact  
address used for several domains.  In one case, our registrar will  
send a confirmation email from inside their instance of RT to the tech  
contact of the domain in question, which (if we move it to RT) is  
likely to send an auto-response to their ticketing system, and  
potentially start an auto-response loop.   Even if a full loop isn't  
formed just a single misplaced auto response would be unwelcome.

Obviously I can fix this specific instance by building in custom rules  
to that queue suppressing an autoresponse if the Requester is the  
registrar address that I'm concerned with... however I'd love to know  
if there's a more elegant solution that will avoid the same problem  
with other cases I can't predict.

Thoughts, anyone? :)
    Matt


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