Email loop between Perldesk ticket system?

[eger]

This is very strange. I will try to describe the problem as best I can.

I am looking to migrate to kayako from perldesk (perldesk just lacking features I am looking for now). So I setup kayako with a new support email on a new server with a completely different domain. We will call this domain1.com. My current support domain we will call domain2.com. I accidentally added support@domain2.com as a mail queue, then removed it, then added support@domain1.com.

Everything works great, except support@domain2.com is getting a copy of every ticket created. I can't find out how or why this is happeneding considering there is no forwarding, no settings, and no relation to kayako and domain2.com (except for the mail queue which I created and then deleted).

Anyone know why this might be happening?

support@domain2.com get a ticket with the subject as the ticket from kayako and in return sends the notification to support@domain1.com, kayako receives as new ticket, replies to support@domain2.com, which then replies again, and so on.

Any ideas would be helpful. Thanks!

[Varun Shoor]

Can you check if it might be Staff Alert Rules that might be causing this? I dont see any other reason.

Did you check your maillog to see how the mail was being handled?

Regards,

Varun Shoor

[eger]

I'm still tracking it down in logs right now. Are staff alert rules the rules that are set by staff themeselves? There are only 2 staff and the alerts are to the staffname@domain1.com.

I will post back my findings from the mail logs.

[Varun Shoor]

Yes, Alerts can be configured by individual staff members. Let me know if theres any info in the logs.

Regards,

Varun Shoor

[eger]

OK some more info... doesn't look like a kayako problem after all:

2006-03-24 12:16:24 1FMshr-0000A7-IA => andy@sbc.us.com R=lookuphost T=remote_smtp H=mail.customerdomain1.com [71.130.xxx.xxx] X=TLSv1:AES256-SHA:256
2006-03-24 12:16:24 1FMshr-0000A7-IA Completed
2006-03-24 12:16:24 1FMshr-0000A9-M5 => support@domain2.com R=lookuphost T=remote_smtp H=mx2.turbodns.co.uk [81.21.xx.xx]
2006-03-24 12:16:24 1FMshr-0000A9-M5 Completed
2006-03-24 12:16:24 1FMshr-0000AC-Om => dave@domain2.com R=lookuphost T=remote_smtp H=mx1.turbodns.co.uk [81.21.xx.xx]
2006-03-24 12:16:24 1FMshr-0000AC-Om Completed
2006-03-24 12:16:25 1FMshr-0000AE-QR => andy@domain2.com R=lookuphost T=remote_smtp H=mx2.turbodns.co.uk [81.21.xx.xx]
2006-03-24 12:16:25 1FMshr-0000AE-QR Completed
2006-03-24 12:16:25 1FMshr-00009y-3T => |/home/domain1/public_html/support/cli/index.php (support@domain1.net) <support@domain1.net> R=virtual_aliases_nostar T=virtual_address_pipe
2006-03-24 12:16:25 1FMshr-00009y-3T Completed

This is the first chunk right when the mail comes in from any email address. It appears that it sends out to the second domain before kayako even processes it...

Very strange. Have no idea why this is happening.

[eger]

I fixed it! It had to do with the alert rules for the administrator which had the wrong email.

This leads me to a question... shouldn't the public alert rules be only chnaged by an administrator instead of everyone? Shouldn't the public rules be assigned to certain groups also (like only the Staff group and not the Administrator group).

Was a problem because the administrator had the email address of another ticket systems queue, which created loops when the administrator got the public alerts set by another staff (even though they are in staff group and not administrator).

Hope this makes sense...