Thanks guys for the responses. Yes, Google does seem to insert its own Reply-To in place of the original one.
Below are sample headers obtained when viewing full headers in the newly created ticket. Is there an easy way to tweak RT to use the From line as the requestor? (I don't know if there is a way to tell google not to modify the header.) [email protected] Mon Sep 29 14: 41:40 2014 List-Archive: <http://groups.google.com/a/domain.com/group/support/> MIME-Version: 1.0 List-Post: <http://groups.google.com/a/domain.com/group/support/post>, <mailto:[email protected]> List-Help: <http://support.google.com/a/domain.com/bin/topic.py?topic=25838>, <mailto:[email protected]> Received-SPF: pass (google.com: domain of [email protected] designates 209.85.215.48 as permitted sender) client-ip=209.85.215.48; Content-Type: multipart/alternative; boundary="001a11c31d0ea6884e05043b216c" Reply-To: [email protected] Message-ID: <CAKb= [email protected]> X-Received: by 10.180.24.225 with SMTP id x1mr133265wif.2.1412026898842; Mon, 29 Sep 2014 14:41:38 -0700 (PDT) X-Received: by 10.152.10.203 with SMTP id k11mr42997703lab.30.1412026898347; Mon, 29 Sep 2014 14:41:38 -0700 (PDT) X-Received: by 10.112.184.161 with SMTP id ev1mr38852284lbc.82.1412026897690; Mon, 29 Sep 2014 14:41:37 -0700 (PDT) X-Original-Authentication-Results: mx.google.com; spf=pass (google.com: domain of [email protected] designates 209.85.215.48 as permitted sender) [email protected] Received: from mail-wi0-f198.google.com (mail-wi0-f198.google.com [209.85.212.198]) by ticket.domain.com (Postfix) with ESMTP id 1654C4806DB for <[email protected]>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT) Received: by mail-wi0-f198.google.com with SMTP id n3sf2842095wiv.1 for < [email protected]>; Mon, 29 Sep 2014 14:41:39 -0700 (PDT) Received: by 10.152.207.107 with SMTP id lv11ls413469lac.14.gmail; Mon, 29 Sep 2014 14:41:38 -0700 (PDT) Received: from mail-la0-f48.google.com (mail-la0-f48.google.com [209.85.215.48]) by mx.google.com with ESMTPS id nx7si19925631lbb.63.2014.09.29.14.41.38 for <[email protected]> (version=TLSv1 cipher=ECDHE-RSA-RC4-SHA bits=128/128); Mon, 29 Sep 2014 14:41:38 -0700 (PDT) Received: by mail-la0-f48.google.com with SMTP id q1so7378552lam.35 for < [email protected]>; Mon, 29 Sep 2014 14:41:37 -0700 (PDT) Received: by 10.112.92.138 with HTTP; Mon, 29 Sep 2014 14:41:37 -0700 (PDT) Delivered-To: [email protected] Subject: a last test Return-Path: <[email protected]> X-Original-To: [email protected] X-Google-Dkim-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=1e100.net; s=20130820; h=x-gm-message-state:mime-version:date:message-id:subject:from:to :x-original-sender:x-original-authentication-results:reply-to :precedence:mailing-list:list-id:list-post:list-help:list-archive :list-unsubscribe:content-type; bh=0HIN6Q48AADTl2neeMSMjzpdmjGJVkFnptRv0K0AJXY=; b=IwnoDAEovMdw+DfvKXDg6OoUXfoOgjeAByIcNHqo4nTKGFBiOiKg8fuV4211i43Mh+ 7Qq6zg2JZPSxzLdmGZzuCfCfH3WzHc2/v/PF85jLx7Wa0hYXih7u3WQBpDUobQHOcYqW s0F+vPGmB76aJT4vFTEJWddX9BTgWdav8NH9ETVsNTfNYfXqyY3mgfAji/TRv6I7s/E0 4OVeWkEQhuaIEXtcdWZ5KK654OB/4OKLQZn+RUNO03DBOvWiplzFPP/9hLbwd3CqMt86 zSnprdpz8QMVpljZZJ6jN0sHPmQMNNryEmDIVP72X2SsOc5FDhRCHNFBUWNeyYfITBwz Dnog== Date: Mon, 29 Sep 2014 14:41:37 -0700 Mailing-List: list [email protected]; contact [email protected] X-Google-Group-ID: 712039732685 Precedence: list X-Beenthere: [email protected] X-Original-Sender: [email protected] List-ID: <support.domain.com> To: "support" <[email protected]> List-Unsubscribe: <mailto: [email protected]>, < http://groups.google.com/a/domain.com/group/support/subscribe> X-GM-Message-State: ALoCoQkqIVSscdNxft+G+JzpqcYWYJpItxbRiqRiKcy7SofeAZF8DgipXwml8VUqDjHwUPlGJQ6y From: "First Lastname" <[email protected]> X-RT-Interface: Email Content-Length: 0 content-type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 Content-Length: 132 On Mon, Sep 29, 2014 at 5:21 PM, Duncan McEwan <> wrote: > > We use Google mail for a domain. Let's call it domain.com. > > > > We created a mailing list, [email protected], which forwards to our RT > > system at [email protected]. > > ... > > HOWEVER, if I send to [email protected], the message is forwarded into > the > > RT system and generates a new ticket. But: > > a) the requestor is misidentified as [email protected] instead of the > > address I sent from. > > I'm not sure what "We created a mailing list" means in this context, but if > the mailing list you created inserts a reply-to header in the email then I > think RT may use that in preference to a From: line. > > Duncan > > > -- >
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