[rt-users] Communicating with other RT systems

Kevin Falcone falcone at bestpractical.com
Tue Oct 11 12:17:38 EDT 2011

On Tue, Oct 11, 2011 at 03:50:40PM +0200, Bart wrote:
> 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).

You should check if RT is setting RT-DetectedAutoGenerated which is
what could trigger the autogenerated messages codepath.

RT should also be logging what it found and what it's doing based on
your RedistributeAutoGeneratedMessages settings.  The specifics of how
RT is going to act depends a lot on your versions.

There's actually a lot going on here to prevent RT from looping with
another RT via the autoreplies, although normal correspondence should
work fine.

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