[rt-users] Misidentified requestor

[Alex Peters]

It sounds like setting up support at domain.com as a "mailing list" is the
issue, and would explain why the From address of the mail is getting
changed.

If you set up support at domain.com as a simple forward, I believe everything
should work as expected.
On 30/09/2014 9:11 am, "Burton Lee" <burton.lee at mileweb.com> wrote:

> Hello,
> I'm running RT 4.2.5 and have a problem with the requestor of a ticket
> being misidentified when it goes through a mailing list.
>
> We use  Google mail for a domain. Let's call it domain.com.
>
> We created a mailing list,  support at domain.com, which forwards to our RT
> system at alias at ticket.domain.com.
>
> If I send an email directly to alias at ticket.domain.com, then the Scrip to
> create an auto reply to the requestor works as expected.  I get the auto
> reply, and I appear as the requestor of the ticket.
>
> HOWEVER, if I send to support at domain.com, the message is forwarded into
> the RT system and generates a new ticket.  But:
> a) the requestor is misidentified as support at domain.com instead of the
> address I sent from.
> b) also /var/log/messages has an error when trying to run the scrip:
> "No recipients found. Not sending."
>
> How exactly does RT identify the requestor?
>
> If I look at the message headers inside the ticket created through
> support at domain.com, there are actually two Mail headers which have the
> real original sender:  From: and X-Original-Sender.
> I believe the latter was inserted by Google.
>
> How can I get Request Tracker to use the original sender as the requestor
> instead of the mailing list and to get the notification to go to that
> original sender?
>
> Thanks for any insights!
>
> --
> RT Training November 4 & 5 Los Angeles
> http://bestpractical.com/training
>
>
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