[rt-users] Misidentified requestor

[Alex Peters]

Sorry—I seem to have misread what you wrote.  I understand now that the
>From address of the mail isn't actually changing.

Your setup must be adding or modifying further headers in the mail.  Can
you provide a copy of those headers?
On 30/09/2014 10:12 am, "Alex Peters" <alex at peters.net> wrote:

> 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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