I'd suggest that using a "mailing list" and then trying to mold RT around it is adding too much complexity to the situation.
Consider just using a forwarder, and letting RT handle everything else. What things are you wanting to get out of using a mailing list? It's very likely that RT offers all of that functionality already. On 30 September 2014 10:53, Burton Lee <[email protected]> wrote: > 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 >> >> >> -- >> > > -- > RT Training November 4 & 5 Los Angeles > http://bestpractical.com/training > >
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