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Thread: Not approved forwarding

  1. #1
    Join Date
    Aug 2014
    Location
    Kiev, Ukraine
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    Exclamation Not approved forwarding

    Our company uses freshdesk.com as a ticketing system for customer support. To create a ticket using the service address support@mycompany.com, our post system recieves the message from customer and forward it to address mycompanycomsupport@mycompany.freshdesk.com, by this message ticket is created on freshdesk.
    Since some time tickets on the freshdesk are duplicated. /var/log/zimbra.log began to show the send of two letters.

    After removal of the the forward to mycompanycomsupport@mycompany.freshdesk.com from the account settings support@mycompany.com duplication stopped. Zimbra started to send only one letter. Was not clear where Zimbru finds this forward. However, since everything worked correctly, it was decided not to touch anything.
    For sometime everything worked properly, but then the letters suddenly are no longer redirected (forwarded) to freshdesk. Forwarding to mycompanycomsupport@mycompany.freshdesk.сom was recovered in AdminConsole. And after a while came back doubles.
    Forwarding to mycompanycomsupport@mycompany.freshdesk.com was removed in AdminConsole, but zimbra still send letter to mycompanycomsupport@mycompany.freshdesk.com, I see this in zimbra.log.
    Forwarding was removed in CLI by:
    zmprov ma support@mycompany.com -zimbraPrefMailForwardingAddress mycompanycomsupport@mycompany.freshdesk.com
    zmprov ma support@mycompany.com -zimbraMailForwardingAddress mycompanycomsupport@mycompany.freshdesk.com

    After this I see in log, that forwarding is stopped (no sending messages to mycompanycomsupport@mycompany.freshdesk.com), but tickets on FreshDesk still creating! I requested original message from FreshDesk support and check headers:
    Parameters: {"headers"=>"Received: by mx-004.sjc1.sendgrid.net with SMTP id j7yORj1McP Fri, 15 Aug 2014 08:56:30 +0000 (GMT)\nReceived: from mail.mycompany.com (mail.mycompany.com [XX.XX.74.XXX]) by mx-004.sjc1.sendgrid.net (Postfix) with ESMTP id 18DAB104071C for <mycompanycomsupport@mycompany.freshdesk.com>;

    Messages were received from our Zimbra server! So, zimbra still forward messages to freshdesk, how to stop it? Where these settings are stored, how to find it (cache? how to clear cache?)? Why Zimbra not showing this in log?

    Sorry, for my poor english.
    Last edited by Amateur; 08-19-2014 at 09:58 AM.
    WBR,
    Alex AKA Amateur

  2. #2
    Join Date
    Aug 2014
    Location
    Kiev, Ukraine
    Posts
    3
    Rep Power
    1

    Default

    Zimbra sends messages that should not be sent, to the addresses that do not exist in the preferences, does not write to the log and it is not interesting? Maybe this is a regular situation?

    No one has any idea where to find the saved address and how to remove it? Need any ideas for localization.
    Last edited by Amateur; 08-27-2014 at 07:01 AM.
    WBR,
    Alex AKA Amateur

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