[rt-users] RT Emails Being Blocked by Various Providers
Hi, I have not really had any luck finding anything in the archives in regards to the following problem, so I was wondering if anyone could shed some light on the issue for us. For some strange reason, it seems that (not sure if it is all or just some) users on AOL, Comcast, emails hosted by GoDaddy, and a few other less notable providers (these are the only ones I have been able to confirm thus far) are not receiving any of our emails that are generated by RT. A couple other providers (I think Yahoo! and maybe Hotmail/MSN or Gmail) are sending all our tickets to the junk mail folder. Test emails from our standard Exchange server, sent through Outlook, go through just fine, and even after adding our email address as a contact, the emails generated by RT still do not go through or end up marked as junk. I know RT uses a different methodology of sending emails, and I assume the fact that it is an automatically generated message probably has something to do with this, but it is causing our Help Desk a lot of difficulty when over half our users do not receive any sort of response from us. You know how people can be, most of them don't leave any other contact information in these emails, and it's hard to discern exactly who needs to have emails sent separately. I also know we cannot make the providers accept our emails, with any sort of success, so I was wondering if there is any way we can change our outbound emails from RT to not be blocked as spam? Any assistance on this would be greatly appreciated! Thanks, Tim Kolosky _ Express your personality in color! Preview and select themes for Hotmail®. http://www.windowslive-hotmail.com/LearnMore/personalize.aspx?ocid=TXT_MSGTX_WL_HM_express_032009#colortheme___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] RT Emails Being Blocked by Various Providers
We are not using our Exchange server with RT, it just uses a local SMTP server that goes to our corporate SMTP server and sends from there. I really don't understand the whole setup, nor am I familiar with SPF and PTR records. How are those set up, and on what system? Thanks, Tim Date: Fri, 6 Mar 2009 14:34:34 -0500 Subject: Re: [rt-users] RT Emails Being Blocked by Various Providers From: jpie...@cambridgeenergyalliance.org To: ausslander0...@hotmail.com CC: rt-users@lists.bestpractical.com I've not seen this. Are your messages being sent from the same server? Do you have an SPF record? As lovely as it is, many consumer-grade ISPs require SPF and PTR records. -- Cambridge Energy Alliance: Save money. Save the planet. _ Windows Live™ Groups: Create an online spot for your favorite groups to meet. http://windowslive.com/online/groups?ocid=TXT_TAGLM_WL_groups_032009___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Recording Replies in Tickets
After extensive research, I have been unable to find any good answer to the following issue: Our RT system will not track replies. Once a ticket is created, and we reply to it, if a user sends a reply back, RT simply marks the email as read, and basically ignores it. I tested it with a Yahoo! and Hotmail, and upon receipt of each of my replies, RT did not track the email in the ticket. It did send emails back to each account, from unknown sender, that said the reply was unable to be recorded. Hotmail marked the response as dangerous, and Yahoo said permission was denied. What are we doing wrong that replies to tickets are not being recorded? RT acknowledges the fact that a ticket exists, since it does not create a new ticket, but does not record the email anywhere. It does not seem to pose an issue for anyone, as far as I have been able to find. I have not found anything in the Wiki, or even just on Google. Maybe I am using the wrong search terms, but I have exhausted the options I can think of. Any help would be greatly appreciated! Thank you! ~Tim _ Want to do more with Windows Live? Learn “10 hidden secrets” from Jamie. http://windowslive.com/connect/post/jamiethomson.spaces.live.com-Blog-cns!550F681DAD532637!5295.entry?ocid=TXT_TAGLM_WL_domore_092008___ 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
[rt-users] Adding Email Replies to Tickets
I am not the primary administrator/moderator of my company's RT system, so I do not have a large base of knowledge from which to feed, but I cannot seem to find an answer to the following question: When a user replies to our follow-up on a ticket, how can that reply (as long as it still contains the ticket information in the subject, obviously) automatically be added to the existing ticket? As of now, all ticket replies are simply marked as read by RT, and ignored, and we have to pool our entire inbox regularly for replies to our follow ups for all tickets. This does not allow for efficient tracking, yet I can not seem to find a very good answer anywhere. Perhaps I am not searching with the right terms. Could someone please shed some light on this subject for me, as I would love to assist in streamlining this process as much as possible. Thanks. _ See how Windows Mobile brings your life together—at home, work, or on the go. http://clk.atdmt.com/MRT/go/msnnkwxp1020093182mrt/direct/01/___ 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
