This is interesting as it may pave the way to a BCP as well.
Kee, I'm curious, did your support system autorespond with the same
RCPT-TO address as the one the customer sent it to?
Meaning, if the customer sent an email to "support(_at_)domain(_dot_)com", did
your
autoresponder reply with a RCPT-TO of "support(_at_)domain(_dot_)com" or was it
"techsupportreply(_at_)domain(_dot_)com".
-----Original Message-----
From: Kee Hinckley [mailto:nazgul(_at_)somewhere(_dot_)com]
Sent: Wednesday, October 01, 2003 4:46 PM
To: Eric Dean
Cc: Peter Kay; asrg(_at_)ietf(_dot_)org
Subject: RE: [Asrg] 6. Proposals - CRI Draft - 4.1 Loop Avoidance
At 8:30 PM -0400 10/1/03, Eric Dean wrote:
If we start adding various messaging such as with DSNs...I
don't think
that we should be hijacking a sender's email address to
carry various
protocol information.
Perhaps. Just keep in mind that you need to interoperate with more
than just other CR systems.
As an example, a user of a CR system sent mail to our support system.
Our spam filters validated the sending email address by doing a MAIL
FROM/RCPT TO. Then we generated an auto-reply. His CR system
rejected the our auto-reply and we got a bounce report from our
server. Then the CR system sent us two challenges. One went to the
support system, but it didn't use the same subject, so it didn't have
the ticket number, so it generated a new ticket, to which we
responded (fortunately the CR system didn't challenge that as well).
The other challenge was generated by the CR mail server, which
generates challenges when it gets a RCPT TO, rather than when it gets
a message (and they aren't the only ones who use that stunt). That
reply went to a trap address that we use for the MAIL FROM--so no
damage there, just annoyance.
So here's the count of messages sent.
User - 1
Support System - 2
CR System - 2
And of course we have a bogus support ticket to clear out.
And the user doesn't get any feedback that we've gotten their support
request until it moves through the queue to a human. At which point
our support folks have to go to the web site and answer the challenge.
--
Kee Hinckley
http://www.messagefire.com/ Next Generation Spam Defense
http://commons.somewhere.com/buzz/ Writings on Technology and Society
I'm not sure which upsets me more: that people are so
unwilling to accept responsibility for their own actions, or
that they are so eager to regulate everyone else's.
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