Strange email routing problem

[escire]

We are running into an issue with the helpdesk and are stumped, and Kayako support appears to be stumped, and I'm hoping this might ring bells with someone...

We have an email that generated by some code internally, using a standard solaris 9 email server and commands. The help desk sees this email, but does not know how to route it ('No recipients found' in the email parser log). All other emails to the same email address are routed correctly, it just these ones we generate that are not correctly routed. The email queue name matches the email address in the To: field and I have tried many many regular expressions in the catch-all rules (I have verified that preg_match on the machine works, and that the regular expressions do correctly match with our helpdesk email address, and tried all the regular expressions that kayako suggested to no avail). I have verified that the catch all rules are working.

This is a sample of the email that is not correctly routed (the names have been changed to protect the innocent...)

From help@blah.com  Mon Dec  8 08:38:56 2008
Return-Path: <help@blah.com>
Received: from rain.blah.com (mail0.blah.com [XXX.XXX.XXX.XXX])
    by localhost.localdomain (8.13.8/8.13.8) with ESMTP id mB8Gcu8N028363
    for <sohelp@sohelp2.blah.com>; Mon, 8 Dec 2008 08:38:56 -0800
Received: from rain.blah.com (localhost [XXX.XXX.XXX.XXX])
    by rain.blah.com (8.13.4/8.13.4) with ESMTP id mB8Gcs3G001318
    for <help@blah.com>; Mon, 8 Dec 2008 08:38:54 -0800 (PST)
Received: (from defang@localhost)
    by rain.blah.com (8.13.4/8.13.4) id mB8Gcr7D001314
    for <help@blah.com>; Mon, 8 Dec 2008 08:38:53 -0800 (PST)
Received: from somailsrv.blah.com ([XXX.XXX.XXX.XXX])
    by rain (envelope-sender <help@blah.com>) (MIMEDefang) with ESMTP id mB8GcqeC001311; Mon, 08 Dec 2008 08:38:53 -0800 (PST)
Received: from stargate-smtp (localhost [XXX.XXX.XXX.XXX])
    by stargate-relay (8.12.10/8.12.5) with ESMTP id mB8GcVTG025663;
    Mon, 8 Dec 2008 08:38:31 -0800 (PST)
Received: from stargate-smtp (localhost [XXX.XXX.XXX.XXX])
    by stargate-client (8.13.7+Sun/8.12.5) with ESMTP id mB8GcV4B029182;
    Mon, 8 Dec 2008 08:38:31 -0800 (PST)
Date: Mon, 8 Dec 2008 08:38:31 -0800 (PST)
Message-ID: <18016780.1228754311392.JavaMail.root@localhost>
From: Our Help Desk <help@blah.com>
To: XXX XXX <blah@blah.com>
To: XXX XXX <help@blah.com>
Subject: Subject 
MIME-Version: 1.0
Content-Type: text/plain; charset=us-ascii
Content-Transfer-Encoding: 7bit

Text of email

Any ideas?

Thanks in advance,
Elena

[escire]

In case anyone else ever runs into this, it turns out the Kayako helpdesk is very unhappy with two To: fields, as this is not a normal email header configuration. Changing our software to generate emails with To: blah@blah.com, help@blah.com fixed the issue.

[John Haugeland]

Two to: fields are illegal under the email RFC. Do you happen to know what application sent this mail?

[escire]

To quote one of our developers:

We are using java mail API to create email. MimeMessage allows to either add a single recipient with TO, CC, or BCC designator or multiple recipients with the same designators.

Initially, we called addRecipient method for each email in the "To" list, which created "To" header for each call. (Which is by the way allowed by RFC 822 - email standard.)

Since the new helpdesk does not support multiple To fields, we replaced multiple addRecipient methods with a single addRecipients, which accepts multiple addresses. This method creates single "To" header with comma separated addresses.