[rt-users] Misidentified requestor

[Alex Peters]

I'd suggest that using a "mailing list" and then trying to mold RT around
it is adding too much complexity to the situation.

Consider just using a forwarder, and letting RT handle everything else.

What things are you wanting to get out of using a mailing list?  It's very
likely that RT offers all of that functionality already.

On 30 September 2014 10:53, Burton Lee <burton.lee at mileweb.com> wrote:

> 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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>
>
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