[rt-users] Communicating with other RT systems

Ruslan Zakirov ruz at bestpractical.com
Tue Oct 11 12:15:09 EDT 2011

On Tue, Oct 11, 2011 at 5:50 PM, Bart <bart at pleh.info> wrote:
> Hi again (want to keep the subjects seperate),
> We have a situation where one of our suppliers also uses RT, but when either
> of us send an e-mail from RT to the other (with the purpose of creating a
> new ticket) we don't receive an Autoreply with the ticket number of hte
> other side.
> The ticket however is created, RT simply doesn't reply.
> We believe it's because of the headers that the sending RT system sends
> (assumption), mainly these headers are suspect:
> Precedence: bulk
> RT-Squelch-Replies-To
> We have no idea on where to look. We did however try this option in the
> RT_SiteConfig.pm but that didn't seem to change anything (although we might
> be wrong about that):
> Should RT redistribute correspondence that it identifies as machine
> generated?  A 1 will do so; setting this to 0 will cause no
> such messages to be redistributed.  You can also use 'privileged' (the
> default), which will redistribute only to privileged users. This helps
> to protect against malformed bounces and loops caused by auto-created
> requestors with bogus addresses.
> =cut
> Set($RedistributeAutoGeneratedMessages, "privileged");
> We've set that one to 1 to always redistribute, but it didn't seem to do
> much good (so we've set it back to default).
> We'd like to solve this, would be nice to know each others ticket number
> upon creation ;)
> Any ideas?

For sure you don't autoreplies to go back into original system as
those would be treated as replies and may create loops. Id as well can
be extracted from subject on reply. If you really need remote id right
away when ticket created in remote instance then it's possible to do
with a scrip on remote end that pings back via web and sets id. Never
played with RTs talking to each other, but it's doable, but might
require some hacking to be cool.

> -- Bart

Best regards, Ruslan.

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