Re: [rt-users] Infinite loop of ticket creation
Dnia 2012-11-07, śro o godzinie 10:12 -0500, Kevin Falcone pisze: > On Wed, Nov 07, 2012 at 10:39:21AM +0100, Robert Wysocki wrote: > > Leaving aside the original issue - why is that? Is this behavior > > hardcoded or is it a question od default scrips? > > When email comes in, RT loads by the email address and looks for that > email address in the EmailAddress field and then in the Name field. > > When email goes out, RT already has the user, and fetches the > EmailAddress to send them mail. Since it's blank, it skips the user. > > That's why this particular trick works. Neat :) Thanks, good to know. Regards, -- Robert Wysocki administrator systemów linuksowych Contium S.A., http://www.contium.pl We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Infinite loop of ticket creation
On Wed, Nov 07, 2012 at 09:54:53AM +, Giuseppe Sollazzo wrote: > I guess that the reason is that there are two systems, A and B. > We are A and use RT. > > B is configured to send a confirmation e-mail whenever it receives > anything from A. > A sends a print-out of the e-mail it receives to B. > > Specifically, it's about the "resolve" message, but I presume the same > applies also to "correspondence" if configured to send out e-mails at > each message. > > Not sure what system uses B, it might be RT as well or something similar. > > I'm surprised this doesn't affect more people. People often make their 'talks to remote system' queues not use as many autoreplies. Also, many external systems retain enough state in the headers for RT to detect the loop (RT sets a number of bear traps for these emails). You could also try marking the precedence of the Resolved email lower (RT's emails have a configurable Precedence which defaults to bulk from DefaultMailPrecedence). Lower precedence mail is often not replied-to (see RT's handling of bulk precedence email with RedistributeAutoGeneratedMessages). Alternately, you could use the Auto-submitted header that Autoreply uses to call out that you don't need a reply. -kevin pgpAFYogplcgX.pgp Description: PGP signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Infinite loop of ticket creation
On Wed, Nov 07, 2012 at 10:39:21AM +0100, Robert Wysocki wrote: > Dnia 2012-11-06, wto o godzinie 14:02 -0500, Kevin Falcone pisze: > > You can delete the email address from the user of that system (leaving > > their username set to the email address) which means RT will never > > send them email. > > Leaving aside the original issue - why is that? Is this behavior > hardcoded or is it a question od default scrips? When email comes in, RT loads by the email address and looks for that email address in the EmailAddress field and then in the Name field. When email goes out, RT already has the user, and fetches the EmailAddress to send them mail. Since it's blank, it skips the user. That's why this particular trick works. There are probably 5 other ways email might not go out via RT (user preference, ticket squelching, transaction squelching, etc) but this covers the old failthful trick I described above. -kevin pgpsZ3Ba8XQLQ.pgp Description: PGP signature We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Infinite loop of ticket creation
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 On 07/11/12 09:39, Robert Wysocki wrote: > > > Leaving aside the original issue - why is that? Is this behavior > hardcoded or is it a question od default scrips? I guess that the reason is that there are two systems, A and B. We are A and use RT. B is configured to send a confirmation e-mail whenever it receives anything from A. A sends a print-out of the e-mail it receives to B. Specifically, it's about the "resolve" message, but I presume the same applies also to "correspondence" if configured to send out e-mails at each message. Not sure what system uses B, it might be RT as well or something similar. I'm surprised this doesn't affect more people. G > > Regards, - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 Twitter: http://twitter.com/sgulit -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://www.enigmail.net/ iQEcBAEBAgAGBQJQmi/tAAoJEAqigArPBfJXaPAH/RMm4F11Npim1Fvs0Lbl2yJC kCkxrZAghKcR8pgGYEYrfdATbeZ226IGRoAql8/Y5okBkhpQMY22Cxg4cqIgBIQB gNRzDvepUUfzMknCSgm9IdRigj6YvMzAAA+uxXB1tgcjoSocfL26XvSCXNckxnU9 kNcLk5E5CXX4XTtcbhGe00lGMYV+pQwjgv9jsBV5yOCCj92+Kqi/gKV5Mn6McFLi I1Wc4w9xm9WKpXWfEoMKMNfj3MOA0bFmd211wtDI8o4esWVUnRnklEpsQllSznDx Pd/4gFxIsiK2Dir8I8/mAmSV7t1jfu5RZwF+AHA7AINthcIvJLxgub4KGehiwCw= =hJJE -END PGP SIGNATURE- 0xCF05F257.asc Description: application/pgp-keys We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Infinite loop of ticket creation
Dnia 2012-11-06, wto o godzinie 14:02 -0500, Kevin Falcone pisze: > On Fri, Nov 02, 2012 at 05:00:13PM +, Giuseppe Sollazzo wrote: > > this might be a very silly problem but today we had an exchange with a > > supplier. > > > > The supplier triggers an automatic "email creation notification" which > > gets back to us, triggering a RT response, and so on. > > To stop the loop, I had to deleted the ticket from database (by a manual > > "delete from Tickets where id=..."). > > > > Is there anything we can do about it? It's happened twice in 2 years, > > but I guess it's better to prevent this from happening. > > Any pointer to useful docs? > > You can delete the email address from the user of that system (leaving > their username set to the email address) which means RT will never > send them email. Leaving aside the original issue - why is that? Is this behavior hardcoded or is it a question od default scrips? Regards, -- Robert Wysocki administrator systemów linuksowych Contium S.A., http://www.contium.pl We're hiring! http://bestpractical.com/jobs
Re: [rt-users] Infinite loop of ticket creation
On Fri, Nov 02, 2012 at 05:00:13PM +, Giuseppe Sollazzo wrote: > this might be a very silly problem but today we had an exchange with a > supplier. > > The supplier triggers an automatic "email creation notification" which > gets back to us, triggering a RT response, and so on. > To stop the loop, I had to deleted the ticket from database (by a manual > "delete from Tickets where id=..."). > > Is there anything we can do about it? It's happened twice in 2 years, > but I guess it's better to prevent this from happening. > Any pointer to useful docs? You can delete the email address from the user of that system (leaving their username set to the email address) which means RT will never send them email. If they're dropping all of RT's loop prevention headers, there isn't much we can do to stop the loop unfortunately. -kevin pgp8QVbfjDIWP.pgp Description: PGP signature We're hiring! http://bestpractical.com/jobs
[rt-users] Infinite loop of ticket creation
-BEGIN PGP SIGNED MESSAGE- Hash: SHA1 Hi there, this might be a very silly problem but today we had an exchange with a supplier. The supplier triggers an automatic "email creation notification" which gets back to us, triggering a RT response, and so on. To stop the loop, I had to deleted the ticket from database (by a manual "delete from Tickets where id=..."). Is there anything we can do about it? It's happened twice in 2 years, but I guess it's better to prevent this from happening. Any pointer to useful docs? Thanks, Giuseppe - -- Giuseppe Sollazzo Senior Systems Analyst Computing Services Information Services St. George's, University Of London Cranmer Terrace London SW17 0RE Email: gsoll...@sgul.ac.uk Direct Dial: +44 20 8725 5160 Fax: +44 20 8725 3583 Twitter: http://twitter.com/sgulit -BEGIN PGP SIGNATURE- Version: GnuPG v1.4.10 (GNU/Linux) Comment: Using GnuPG with Mozilla - http://www.enigmail.net/ iQEcBAEBAgAGBQJQk/wdAAoJEAqigArPBfJXK98H/j840osIAdc5W7hepPbSDa4L u4jveNu4qMJpVCkOXxOIpq2Vikr4+NoJ4F7/xxMbfC6Ryp2xj5X+nLd/tUenO1rp k5pQq0piPS1dwwTBh+e1CuMUiS1omdeGsrgfX7aTwfsfUOAGPKOFcsQf9y1Pf0nS F5eivixEWfloCtVBZ7M25isp053O1tN1IxIFJ5XIVyMhW9WExOWnvr1gx4+I6/dG 38+9iqCNpFUwsPvxhjlaP0PTCeiQueC8gxEbv4YD8H1fl/Y8///6/wltV9YNySg1 S2drABQ1+HH4A/Y+brPuU/gtiksxGz8yzpeav36SGirfo/4gcUKKNvfuaoWsntw= =I+Nc -END PGP SIGNATURE- 0xCF05F257.asc Description: application/pgp-keys We're hiring! http://bestpractical.com/jobs