Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client
The configuration option to look at is the one identified in the message: $RedistributeAutoGeneratedMessages You can read about it in your RT_Config or here: https://docs.bestpractical.com/rt/4.2.12/RT_Config.html#Application-logic Something about the incoming message is causing RT to identify it as machine generated, probably a header getting added somewhere in your email chain. On 3/30/16 9:58 AM, Sundeep Singh Nanuwa wrote: Hi, I have narrowed down the issue to being a missing configuration with RT permissions - not an issue with any ISP in particular. If a reply is sent via a mail client, RT logs this message... [4020] [Tue Mar 29 15:46:51 2016] [info]: xx...@hotmail.com is *blacklisted* because autogenerated messages are configured to only be sent to *privileged* users (RedistributeAutoGeneratedMessages). *Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is the reason why RT never sends an email to the requester/ The log above appears because the requester is not a privileged user (nor should they be as they're an external user), what permission needs setting to allow RT send emails to unprivileged users? As a test, if I make the user a privileged user and send a reply from a mail client RT does send an email to the requester. [23268] [Wed Mar 30 13:53:00 2016] [info]: *sent* To: xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315) As usual, if a reply is sent via RT web - the requester receives the email as expected. Any suggestions? Thanks Sunny On 29/03/16 13:52, Sunny wrote: Hi all, I'm experiencing an issue with a particular queue where by a Hotmail address requester does not get email notifications if their ticket is replied to via a mail client - RT gets updated with the reply but it doesn't send out an email to the requester. If the same ticket is replied to via RT web the Hotmail address requester does receive a reply - again RT gets updated with the reply but this time it does send out an email to the requester. It's only to Hotmail addresses where I see this issue, gmail and our domain is fine. The setup of the queue (example)... Queue name = queue1 Reply Address = que...@xyz.org The actual queue email address is que...@abc.org que...@xyz.org forwards to que...@abc.org which then goes into RT at r...@helpdesk.abc.org If I change the reply address from que...@xyz.org to que...@abc.org the RT gets updated and the hotmail address requester receives the reply, however, I need the reply address to be que...@xyz.org. Any suggestions? Thanks Regards - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] hotmail address requester does not get email notifications if reply sent via a mail client
Hi, I have narrowed down the issue to being a missing configuration with RT permissions - not an issue with any ISP in particular. If a reply is sent via a mail client, RT logs this message... [4020] [Tue Mar 29 15:46:51 2016] [info]: xx...@hotmail.com is *blacklisted* because autogenerated messages are configured to only be sent to *privileged* users (RedistributeAutoGeneratedMessages). *Skipping* (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:841) /- this is the reason why RT never sends an email to the requester/ The log above appears because the requester is not a privileged user (nor should they be as they're an external user), what permission needs setting to allow RT send emails to unprivileged users? As a test, if I make the user a privileged user and send a reply from a mail client RT does send an email to the requester. [23268] [Wed Mar 30 13:53:00 2016] [info]: *sent* To: xx...@hotmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:315) As usual, if a reply is sent via RT web - the requester receives the email as expected. Any suggestions? Thanks Sunny On 29/03/16 13:52, Sunny wrote: Hi all, I'm experiencing an issue with a particular queue where by a Hotmail address requester does not get email notifications if their ticket is replied to via a mail client - RT gets updated with the reply but it doesn't send out an email to the requester. If the same ticket is replied to via RT web the Hotmail address requester does receive a reply - again RT gets updated with the reply but this time it does send out an email to the requester. It's only to Hotmail addresses where I see this issue, gmail and our domain is fine. The setup of the queue (example)... Queue name = queue1 Reply Address = que...@xyz.org The actual queue email address is que...@abc.org que...@xyz.org forwards to que...@abc.org which then goes into RT at r...@helpdesk.abc.org If I change the reply address from que...@xyz.org to que...@abc.org the RT gets updated and the hotmail address requester receives the reply, however, I need the reply address to be que...@xyz.org. Any suggestions? Thanks Regards - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] hotmail address requester does not get email notifications if reply sent via a mail client
Hi all, I'm experiencing an issue with a particular queue where by a Hotmail address requester does not get email notifications if their ticket is replied to via a mail client - RT gets updated with the reply but it doesn't send out an email to the requester. If the same ticket is replied to via RT web the Hotmail address requester does receive a reply - again RT gets updated with the reply but this time it does send out an email to the requester. It's only to Hotmail addresses where I see this issue, gmail and our domain is fine. The setup of the queue (example)... Queue name = queue1 Reply Address = que...@xyz.org The actual queue email address is que...@abc.org que...@xyz.org forwards to que...@abc.org which then goes into RT at r...@helpdesk.abc.org If I change the reply address from que...@xyz.org to que...@abc.org the RT gets updated and the hotmail address requester receives the reply, however, I need the reply address to be que...@xyz.org. Any suggestions? Thanks Regards - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
