On 05/10/2013 07:03 AM, Guadagnino Cristiano wrote: > There definitely is something weird with the way the "reply-to" header > is treated from RT. > > I did some more tests on a quite clean test system (RT 3.8.10) and I > always get a "permission denied" error as soon as I add the reply-to header. > > By enabling debug logs I see RT thinks he is receiving the email message > from the address in the "reply-to" header instead of the "from" header. > That would also explain why I was getting the "RT Received mail ( ) from > itself." message in my previous experiments.
This is a feature, not a bug. Reply-To: is preferred over From: is preferred over Sender: when determining the actor via email. Among other things, this is useful to create tickets on behalf of someone else via email. The original From: is still visible in the ticket history. FWIW, we have code to let you include a message when forwarding, and I hope that it makes it into 4.2. > 1) we copy the text to forward in a new Outlook message > 2) we set the sender as the private email address of who is sending > 3) we mangle the subject so that it contains the magic RT token with the > number of the original ticket > 4) we add a special RT adress as BCC; this address is configured so that it > triggers a comment action instead of a correspond action > 5) set the Reply-To header with our normal RT address Instead of doing the above, why don't you just keep it inside RT all along? 1) Copy text to forward into a new RT comment 2) Set the One-time Cc to the person receiving the forward 3) Uncheck all other recipients from the "Scrips and Recipients" box. This should be easier if you enable the $SimplifiedRecipients option. Then the "forward" will come from RT originally, only go to the one-time cc, and be recorded on the ticket. Any replies will end up as comments on the ticket (assuming your queue comment address and /etc/aliases is setup correctly). Less steps, less needing to go outside RT only to shove stuff back in. -- RT Training in Seattle, June 19-20: http://bestpractical.com/training
