[rt-users] Dealing with other ticket systems

[Steve Anderson]

Check the mail headers of the mail they're sending.

It's probable that there's a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT)


Then, set a scrip that stops a mail going back out, if this is found?

Or possibly, block it before it hits RT, with however you're filtering mail inbound.


Steve Anderson





-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: 09 September 2009 2:45 PM
To: Sven Sternberger
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Dealing with other ticket systems

On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote:
> On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote:
> > The easiest thing to do is to tell RT to never send this system mail.
> >
> > If they set headers properly, this wouldn't happen.
> >
> > Go into Configuration -> Users, search for the Track-IT email address
> > and change the user record so that the Username is the email address
> > and the email address is blank.
>
> but than it wouldn't be possible to send a email to the
> customer with a reply and you have to add the email
> address every time as one-time cc.

But if any reply sent to them causes a mail loop, then you *really*
don't want to ever send them mail.

-kevin
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