Re: [rt-users] Auto replies create tickets
Hi Brian, You can see on your headers that rt added an RT-DetectedAutoGenerated header, but still accepted it... So I'd look at that other code. I've been looking to find the code that is responsible for this but can't find it. Can you please point out the modules that are responsible for this so I can investigate? Thanks Nik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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
Re: [rt-users] Auto replies create tickets
On Mon, 2010-02-22 at 06:39 +, n.chrysandr...@albourne.com wrote: 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. [...] - n chrysandreas n.chrysandr...@albourne.com wrote: 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). [...] Does the above function always return 0? [...] No. The function returns 1 when it matches a header that is known to mark some kind of auto-generated message. Now, I have observed that there are automated messages that don't trigger the rule, but never enough to have me actually go up and improve the function to catch those. Looks like you're luckier than me. Start by isolating a few samples of those auto-reply messages that are indeed showing up in your queues and possibly put them somewhere where people in the list can take a look at them (including the headers, of course). Then post the URL here. Regards. -lem ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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
Re: [rt-users] Auto replies create tickets
Hi Lem, Thanks for the reply. The headers of the auto reply emails that pass through to RT are as below - Received: XXX Received: YYY Received: ZZZ MIME-Version: 1.0 Subject: Re: SOME TITLE In-Reply-To: 78e4706e7c8637f1c0db00ad40035...@mydomain.com Date: Wed, 17 Feb 2010 09:08:04 + (GMT) Auto-Submitted: auto-replied (zimbra; vacation) Precedence: bulk Content-Type: text/plain; charset=utf-8 X-Virus-Scanned: amavisd-new at server.mydomain.com Message-ID: 464307537.2782761266397684254.javamail.r...@server To: thequ...@mydomain.com Content-Transfer-Encoding: 7bit From: USER u...@mydomain.com X-RT-Original-Encoding: utf-8 RT-Squelch-Replies-To: u...@mydomain.com RT-DetectedAutoGenerated: true Content-Length: 196 [Message body] - Why would the function not detect -Precedence: bulk -Auto-Submitted: auto-replied in the header? Thanks Nik ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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
Re: [rt-users] Auto replies create tickets
I am not near a pc at the moment to check on this again, but I recall when I had looked at this same issue, I found that where CheckForAutoGenerated was called from was not always reacting how you'd expect. We ended up pre-filtering auto gen email in postfix... just had to be careful not to filter rt's own autoresponses :) You can see on your headers that rt added an RT-DetectedAutoGenerated header, but still accepted it... So I'd look at that other code. On Feb 22, 2010 10:10 AM, n.chrysandr...@albourne.com wrote: Hi Lem, Thanks for the reply. The headers of the auto reply emails that pass through to RT are as below - Received: XXX Received: YYY Received: ZZZ MIME-Version: 1.0 Subject: Re: SOME TITLE In-Reply-To: 78e4706e7c8637f1c0db00ad40035...@mydomain.com Date: Wed, 17 Feb 2010 09:08:04 + (GMT) Auto-Submitted: auto-replied (zimbra; vacation) Precedence: bulk Content-Type: text/plain; charset=utf-8 X-Virus-Scanned: amavisd-new at server.mydomain.com Message-ID: 464307537.2782761266397684254.javamail.r...@server To: thequ...@mydomain.com Content-Transfer-Encoding: 7bit From: USER u...@mydomain.com X-RT-Original-Encoding: utf-8 RT-Squelch-Replies-To: u...@mydomain.com RT-DetectedAutoGenerated: true Content-Length: 196 [Message body] - Why would the function not detect -Precedence: bulk -Auto-Submitted: auto-replied in the header? Thanks Nik ___ http://lists.bestpractical.com/cgi-bin/mailman/listi... ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 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
Re: [rt-users] Auto replies create tickets
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 n.chrysandr...@albourne.com 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: sa...@bestpractical.com
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
[rt-users] Auto replies create tickets
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.
Thanks in advance
Nik
___
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: sa...@bestpractical.com
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
