[rt-users] RTAddressRegexp - not clear to me

[Mike Johnson]

It's really a safeguard, because not everyone that uses your RT instance is
"smart" enough to prevent loops from happening.

And my example showed 2 queues... but you only need email address and a
"goofy" user for a loop to happen that will cripple the system.

I've had end-users reply to an email coming from <Mike Johnson via RT>(which
the Reply-To: on those emails is helpdesk at nosm.ca) and cc helpdesk at nosm.ca.

If you use the ParseNewMessageForTicketCcs, the above can become quite
troublesome without RTAddressRegexp, as it would append helpdesk at nosm.ca as
a Cc email address, which would then email out to helpdesk at nosm.ca whenever
you do correspondence that a Cc would see...

Hope that helps!
Mike.

On Tue, Jul 27, 2010 at 4:29 PM, Joseph Spenner <joseph85750 at yahoo.com>wrote:

>
>
> --- On *Tue, 7/27/10, Mike Johnson <mike.johnson at nosm.ca>* wrote:
>
>
>  You need to include both, the queue email addresses, AND anything that
> forwards email to RT.
>
> That setting prevents RT from sending emails that will "loop" infinitely in
> your system.
>
> For example.
>
> RT is setup with the basic autoreply, and reply on correspondence etc.
>
> RT has 2 queues, support at here.com <http://mc/compose?to=support@here.com>goes to general, and
> it at here.com <http://mc/compose?to=it@here.com> goes to IT queue.
>
> If it at here.com <http://mc/compose?to=it@here.com> emails support at here.com<http://mc/compose?to=support@here.com>the general queue will autoreply to
> it at here.com <http://mc/compose?to=it@here.com> which will create a ticket
> and autoreply to support at here.com <http://mc/compose?to=support@here.com>which will create a ticket and auto-reply to
> it at here.com <http://mc/compose?to=it@here.com> etc etc etc....
>
> Big loop, never ending, blow up RT :P
>
> If you set the regular expression to support at here.com<http://mc/compose?to=support@here.com>when RT emails out, it'll filter any emails going to
> support at here.com <http://mc/compose?to=support@here.com>.  This will
> ensure no loop happens.
>
> SO to recap, RTAddressRegexp has to be a regular expression that ALL email
> addresses that send stuff to RT will validate through.
>
> Hope this helps!
> Mike.
>
> On Tue, Jul 27, 2010 at 1:35 PM, Joseph Spenner <joseph85750 at yahoo.com<http://mc/compose?to=joseph85750@yahoo.com>
> > wrote:
>
>   Upon nearly completing my RT installation, and running:
>
> # make initialize-database
>
> I got the message:
>
> ==
> [Tue Jul 27 17:12:29 2010] [error]: The RTAddressRegexp option is not set
> in the config. Not setting this option results in additional SQL queries to
> check whether each address belongs to RT or not. It is especially important
> to set this option if RT recieves emails on addresses that are not in the
> database or config. (/home/packages/rt-3.8.8/sbin/../lib/RT/Config.pm:343)
> Now inserting data
> Done inserting data
> Done.
> ==
> If I have 3 queues, ie:
> support-help at bob.domain.com<http://mc/compose?to=support-help@bob.domain.com>
> sales-help at bob.domain.com <http://mc/compose?to=sales-help@bob.domain.com>
> it-requests at bob.domain.com<http://mc/compose?to=it-requests@bob.domain.com>
> Do I need to list all those addresses (and any future addresses) in that
> RTAddressRegexp option ?  Or is this only if I have something at (ie:)
> help at jack.somewhere.com <http://mc/compose?to=help@jack.somewhere.com>forwarding to my RT system in which case I'd want to add:
> help at jack.somewhere.com <http://mc/compose?to=help@jack.somewhere.com> to
> the RTAddressRegexp option ?
>
>
>
> So this 'loop' should only occur if:
>
> 1) auto respond/reply is enabled for the queue defined in the scrips
> 2) somehow, an RT queue address (with auto reply enabled) somehow gets
> included into another queues ticket
>
> ?
>
> Is this potential something new?  I've been using RT2 since about 2001 and
> never seen this happen.  Or is it just a safeguard?
>
>
>
>
> Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
> Buy a copy at http://rtbook.bestpractical.com
>



-- 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: (807) 766-7331
Email: mike.johnson at nosm.ca
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20100727/4ed3e990/attachment.htm>