[rt-users] Misidentified requestor

[Burton Lee]

Thanks guys for the responses.  Yes, Google does seem to insert its own
Reply-To in place of the original one.

Below are sample headers obtained when viewing full headers in the newly
created ticket.
Is there an easy way to tweak RT to use the From line as the requestor?

(I don't know if there is a way to tell google not to modify the header.)

support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG at domain.com Mon Sep 29 14: 41:40
2014
List-Archive: <http://groups.google.com/a/domain.com/group/support/>
MIME-Version: 1.0
List-Post: <http://groups.google.com/a/domain.com/group/support/post>,
<mailto:support at domain.com>
List-Help: <http://support.google.com/a/domain.com/bin/topic.py?topic=25838>,
<mailto:support+help at domain.com>
Received-SPF: pass (google.com: domain of first.lastname at domain.com
designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48;
Content-Type: multipart/alternative; boundary="001a11c31d0ea6884e05043b216c"
Reply-To: support at domain.com
Message-ID: <CAKb=
mcuokHqWdnp97Mw+dM75NgfZMkk2AgF03wt7wtUWoj4miw at mail.gmail.com>
X-Received: by 10.180.24.225 with SMTP id x1mr133265wif.2.1412026898842;
Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.152.10.203 with SMTP id
k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT)
X-Received: by 10.112.184.161 with SMTP id
ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
X-Original-Authentication-Results: mx.google.com; spf=pass (google.com:
domain of first.lastname at domain.com designates 209.85.215.48 as permitted
sender) smtp.mail=first.lastname at domain.com
Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com
[209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id 1654C4806DB
for <alias at ticket.domain.com>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for <
cdn at ticket.domain.com>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT)
Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon, 29
Sep 2014 14:41:38 -0700 (PDT)
Received: from mail-la0-f48.google.com (mail-la0-f48.google.com
[209.85.215.48]) by mx.google.com with ESMTPS id
nx7si19925631lbb.63.2014.09.29.14.41.38 for <support at domain.com>
(version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014
14:41:38 -0700 (PDT)
Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for <
support at domain.com>; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700 (PDT)
Delivered-To: alias at ticket.domain.com
Subject: a last test
Return-Path: <support+bncBDUKX4EBEIIJFJFHUECRUBAS5KYEG at domain.com>
X-Original-To: cdn at ticket.domain.com
X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=1e100.net;
s=20130820;
h=x-gm-message-state:mime-version:date:message-id:subject:from:to
:x-original-sender:x-original-authentication-results:reply-to
:precedence:mailing-list:list-id:list-post:list-help:list-archive
:list-unsubscribe:content-type;
bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=;
b=IwnoDAEovMdw+DfvKXDg6OoUXfoOgjeAByIcNHqo4nTKGFBiOiKg8fuV4211i43Mh+
7Qq6zg2JZPSxzLdmGZzuCfCfH3WzHc2/v/PF85jLx7Wa0hYXih7u3WQBpDUobQHOcYqW
s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0
4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86
zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog==
Date: Mon, 29 Sep 2014 14:41:37 -0700
Mailing-List: list support at domain.com; contact support+owners at domain.com
X-Google-Group-ID: 712039732685
Precedence: list
X-Beenthere: support at domain.com
X-Original-Sender: first.lastname at domain.com
List-ID: <support.domain.com>
To: "support" <support at domain.com>
List-Unsubscribe: <mailto:
googlegroups-manage+712039732685+unsubscribe at googlegroups.com>, <
http://groups.google.com/a/domain.com/group/support/subscribe>
X-GM-Message-State:
ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y
From: "First Lastname" <first.lastname at domain.com>
X-RT-Interface: Email
Content-Length: 0
content-type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
Content-Length: 132


On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote:

> > 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.
> > ...
> > 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.
>
> I'm not sure what "We created a mailing list" means in this context, but if
> the mailing list you created inserts a reply-to header in the email then I
> think RT may use that in preference to a From: line.
>
> Duncan
>
>
> --
>
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