[rt-users] Dealing with other ticket systems

[Kevin Falcone]

On Wed, Sep 09, 2009 at 04:05:21PM +0100, Steve Anderson wrote:
> 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)

RT's decision making process is slightly more complicated than just
X-RT-Loop-Prevention

-kevin

> 
> 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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