[rt-users] Occasional errors sending email through RT: Duplicate header field

Stephen Switzer steve at sbsroc.com
Fri Dec 23 21:07:06 EST 2016

This is actually now happening on every email I try to send to a ticket.
I have customer complaints that I'm not responding when I AM. Any ideas
on this? I'm open to anything... 


On 2016-12-20 11:46 am, Stephen Switzer wrote:

> Hello! 
> I'm using RT 4.4.1 sitting behind Kolab 16 as a mail server. This includes amavisd-new as a filter, and this combination causes bounces to RT occasionally... and my customers aren't getting my replies! 
> If I send an email to an RT ticket, which I am the owner of, RT sends an email on my behalf to the requestor (as it should). Unfortunately, amavisd-new sometimes sees 2 "Sender" headers and rejects the email which creates a new ticket in RT with the bounce reason. Here' the header-1.hdr attachment that amavis replies with:
>> Return-Path: <support at example.com>
>> Sender: steve at example.com
>> MIME-Version: 1.0
>> Content-Type: multipart/alternative;
>> boundary="=_b308d10660951d296cc57d268c770c5f"
>> Sender: Stephen Switzer <steve at example.com>
>> Date: Mon, 19 Dec 2016 23:55:55 -0500
>> From: "RT, Support" <support at example.com>
>> To: support at example.com
>> Subject: Re: [SBS #99845] Laptop will not connect to the internet
>> In-Reply-To: <rt-4.4.1-1416-1482202966-319.99845-8-0 at example.com>
>> References: <RT-Ticket-99845 at example.com>
>> <CY4PR10MB16247C062AD6E90C674E7AE1B4900 at CY4PR10MB1624.namprd10.prod.outlook.com>
>> <rt-4.4.1-1416-1482202966-319.99845-8-0 at example.com>
>> Message-ID: <a1cd0f3d6b0cc448f7d4dd737df29a80 at example.com>
>> X-Sender: support at example.com
> Yes, I sanitized, even though you can deduce what it really was easily... :) 
> I grep'd the RT code, and found that lib/RT/Interface/Email.pm seems to be what is responsible... but no obvious line that tells me this code is used for OUTBOUND email. Can anyone shed some light on this issue? I'd be happy to hack code, I just want it fixed. Thank you!
> -- 
> Best regards,
> Steve 
> Stephen H. Switzer 
> President & Chief Technical Consultant 
> steve at SBSroc.com 
> CELL: 
> +1 (585) 298-9420   EXT: 7001
> +1 (585) 202-8312 
> Support Desk:
> support at sbsroc.com 
> FAX: 
> +1 (585) 625-0020 
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[1] http://www.sbsroc.com
[2] https://plus.google.com/+SwitzerBusinessSolutionsLLCRochester
[3] https://www.facebook.com/sbsolutions
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