[rt-users] Misidentified requestor

[Alex Peters]

A forwarder will literally just take mail that it receives and pass it to
another destination, virtually untouched.  From and Reply-To headers are
not modified in any way.

I have no experience with Google Apps, but some Googling suggests that in
the worst case (and assuming that domain.com is completely managed by
Google for email purposes), you could set up "support at domain.com" as an
actual user, log in as them and set a forwarding address there.

On 30 September 2014 11:18, Burton Lee <burton.lee at mileweb.com> wrote:

> Can you clarify what you mean by forwarder?
> We use Gmail to provide business email for a custom domain.
> All I want to do is forward support at domain.com into our RT system.
> You're right I don't actually need a mailing list.
>
> Perhaps I need to connect with google to figure out if what we want to do
> is possible.
>
>
>
> On Mon, Sep 29, 2014 at 6:01 PM, Alex Peters <alex at peters.net> wrote:
>
>> 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@
>> <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
>>>>
>>>>
>>>> --
>>>>
>>>
>>> --
>>> RT Training November 4 & 5 Los Angeles
>>> http://bestpractical.com/training
>>>
>>>
>>
>
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