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

[Jesse Vincent]

On Mar 20, 2008, at 4:06 PM, Matthew Pounsett wrote:
>
> 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.
>

RT is set up to not autoreply to another RT or another ticketing  
system. The feature isn't perfect, but it does work. And you can  
always set up individual addresses to not get mail.



> Thoughts, anyone? :)
>   Matt
>
>
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