Check the mail headers of the mail they're sending. It's probable that there's a header in there that blocks a ticket being created, in the same way that RT manages it. (X-RT-Loop-Prevention for RT)
Then, set a scrip that stops a mail going back out, if this is found? Or possibly, block it before it hits RT, with however you're filtering mail inbound. Steve Anderson -----Original Message----- From: [email protected] [mailto:[email protected]] On Behalf Of Kevin Falcone Sent: 09 September 2009 2:45 PM To: Sven Sternberger Cc: [email protected] Subject: Re: [rt-users] Dealing with other ticket systems On Wed, Sep 09, 2009 at 09:21:32AM +0200, Sven Sternberger wrote: > On Di, 2009-09-08 at 16:29 -0400, Kevin Falcone wrote: > > The easiest thing to do is to tell RT to never send this system mail. > > > > If they set headers properly, this wouldn't happen. > > > > Go into Configuration -> Users, search for the Track-IT email address > > and change the user record so that the Username is the email address > > and the email address is blank. > > but than it wouldn't be possible to send a email to the > customer with a reply and you have to add the email > address every time as one-time cc. But if any reply sent to them causes a mail loop, then you *really* don't want to ever send them mail. -kevin _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ______________________________________________ This email has been scanned by Netintelligence http://www.netintelligence.com/email BiP Solutions Limited is a company registered in Scotland with Company Number SC086146 and VAT number 383030966 and having its registered office at Medius, 60 Pacific Quay, Glasgow, G51 1DZ. **************************************************************************** This e-mail (and any attachment) is intended only for the attention of the addressee(s). Its unauthorised use, disclosure, storage or copying is not permitted. If you are not the intended recipient, please destroy all copies and inform the sender by return e-mail. This e-mail (whether you are the sender or the recipient) may be monitored, recorded and retained by BiP Solutions Ltd. E-mail monitoring/ blocking software may be used, and e-mail content may be read at any time.You have a responsibility to ensure laws are not broken when composing or forwarding e-mails and their contents. **************************************************************************** _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
