Hi all, I need some feedback on this before I push any changes out to our live system. I need to fix this relatively soon as I have 10-12 tickets created from auto replies every day. I would appreciate any thoughts as it would be very helpful for me.
Thanks again Nik ----- "n chrysandreas" <[email protected]> wrote: > Hi all, > > We have an application that generates messages and sends them to our > users. > Our mail system is configures so that anyone that replies to these > emails, a ticket is created in one of our queues. > > My problem is that auto replies (ie. out of office messages) are > creating tickets. > I've found a function in ../lib/RT/Interface/Email.pm that is checking > the headers of the emails but the value returned from the function is > always the same (as I understand from my limited perl skills). > > sub CheckForAutoGenerated { > my $head = shift; > > my $Precedence = $head->get("Precedence") || ""; > if ( $Precedence =~ /^(bulk|junk)/i ) { > return (1); > } > > # Per RFC3834, any Auto-Submitted header which is not "no" means > # it is auto-generated. > my $AutoSubmitted = $head->get("Auto-Submitted") || ""; > if ( length $AutoSubmitted and $AutoSubmitted ne "no" ) { > return (1); > } > > # First Class mailer uses this as a clue. > my $FCJunk = $head->get("X-FC-Machinegenerated") || ""; > if ( $FCJunk =~ /^true/i ) { > return (1); > } > > return (0); > } > > > Does the above function always return "0"? If so, is this correct? I > modified the function on my test system so that if one of the > conditions are met the returned value is "1" and it seems that RT is > now filtering out any auto replies. > Am I missing something here, maybe a dependency? Is the function above > right? > > The strange thing I noticed is that if RT sends an email (ie. from a > ticket comment/reply) and it gets an auto reply, then it is filtered > by the system and the auto reply does not get recorded in any ticket > or even create a new one. > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [email protected] 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 & 23 Dublin, Ireland - Mar 15 & 16 Boston, MA, USA - April 5 & 6 Washington DC, USA - Oct 25 & 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
