[rt-users] hotmail address requester does not get email notifications if reply sent via a mail client

[Sundeep Singh Nanuwa]

Hi,

I have narrowed down the issue to being a missing configuration with RT 
permissions - not an issue with any ISP in particular.

If a reply is sent via a mail client, RT logs this message...

[4020] [Tue Mar 29 15:46:51 2016] [info]: 
<rt-4.2.12-4020-1459266411-1469.76661-6-0 at example.com> xxxxx at hotmail.com 
is *blacklisted* because autogenerated messages are configured to only 
be sent to *privileged* users (RedistributeAutoGeneratedMessages). 
*Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is 
the reason why RT never sends an email to the requester/

The log above appears because the requester is not a privileged user 
(nor should they be as they're an external user), what permission needs 
setting to allow RT send emails to unprivileged users?

As a test, if I make the user a privileged user and send a reply from a 
mail client RT does send an email to the requester.
[23268] [Wed Mar 30 13:53:00 2016] [info]: 
<rt-4.2.12-23268-1459345980-196.76661-6-0 at example.com> *sent* To: 
xxxxx at hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315)

As usual, if a reply is sent via RT web - the requester receives the 
email as expected.

Any suggestions?

Thanks
Sunny



On 29/03/16 13:52, Sunny wrote:
> Hi all,
>
> I'm experiencing an issue with a particular queue where by a Hotmail 
> address requester does not get email notifications if their ticket is 
> replied to via a mail client - RT gets updated with the reply but it 
> doesn't send out an email to the requester. If the same ticket is 
> replied to via RT web the Hotmail address requester does receive a 
> reply - again RT gets updated with the reply but this time it does 
> send out an email to the requester.
>
> It's only to Hotmail addresses where I see this issue, gmail and our 
> domain is fine.
>
> The setup of the queue (example)...
>
> Queue name = queue1
> Reply Address = queue1 at xyz.org
>
> The actual queue email address is queue1 at abc.org
> queue1 at xyz.org forwards to queue1 at abc.org which then goes into RT at 
> rt4 at helpdesk.abc.org
>
> If I change the reply address from queue1 at xyz.org to queue1 at abc.org 
> the RT gets updated and the hotmail address requester receives the 
> reply, however, I need the reply address to be queue1 at xyz.org.
>
> Any suggestions?
>
> Thanks
> Regards
> ---------
> RT 4.4 and RTIR Training Sessions https://bestpractical.com/training
> * Washington DC - May 23 & 24, 2016

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