view headers

thomasknoll's Avatar

thomasknoll

15 Jul, 2009 04:13 PM

There are occasions where we need to be able to view headers on the original message to research deeper into an issue. How can we do that?

  1. 1 Posted by rick on 15 Jul, 2009 08:22 PM

    rick's Avatar

    You currently can't, but I'll add it. We recently started storing message-ids though. What does your current workflow look like? I'm curious what headers and information you'd want to track. This is what it sounds like (if I understood what you correctly):

    Email 1
    From: Joe User
    To: Billing
    
    Email 2 (fwd)
    From: Billing
    To: Support
    

    Not only would you want to read the headers, but you'd want to see that Email 2 was forwarded from an email from Joe User. We parse that information out of the emails too, but it's only used if the email comes from a supporter. I can track that too for all emails, however.

  2. 2 Posted by rick on 16 Jul, 2009 02:40 AM

    rick's Avatar

    Other than to/from/cc and forwarding info, I can't imagine what else you'd need. Here's what a recent email gave us, for example:

      x-forwarded-for: [email blocked] [email blocked]
      cc: BOB, FRED
      accept-language: en-US
      delivery-date: Wed, 15 Jul 2009 05:39:06 -0700
      references: <ABC>
      message-id: <ABC>
      x-barracuda-url: http://spam3.orcsweb.com:80/cgi-bin/mark.cgi
      thread-topic: ABC
      x-barracuda-start-time: "1247661495"
      mime-version: "1.0"
      x-asg-orig-subj: "RE: ABC"
      envelope-to: [email blocked]
      return-path: <tender=[email blocked]>
      content-type: multipart/related; boundary=_006_A20E088D0FB4454388E9F09D35E7D5D30AA5CA31B1dalmail001cor_; type="multipart/alternative"
      x-forwarded-to: [email blocked]
      x-barracuda-connect: EMAIL
      thread-index: RANDOMHASH
      acceptlanguage: en-US
      x-barracuda-spam-status: "No, SCORE=-1001.00 using per-user scores of TAG_LEVEL=4.0 QUARANTINE_LEVEL=7.0 KILL_LEVEL=9.5 "
      authentication-results: "ABC"
      content-language: en-US
      x-asg-debug-id: ABC
      received-spf: "fail"
      x-barracuda-virus-scanned: by ORCSWEB Spam Quarantine at orcsweb.com
      x-barracuda-spam-score: "-1001.00"
      x-ms-tnef-correlator: ""
      in-reply-to: <ABC>
      x-ms-has-attach: "yes"
    

    I can't imagine a single one of those other than CC being the slightest bit useful. The forwarding headers are always there from whatever you're using to direct [email blocked] to our Tender address. Email clients don't seem to add x-forwarded-by headers, they just format the body with something like this:

    Begin forwarded message:
    
    > From: FRED
    > Date: ...
    

    I suppose we could parse and include that too, but it's already in the body for you to see.

  3. 3 Posted by thomasknoll on 16 Jul, 2009 03:26 PM

    thomasknoll's Avatar

    We have run into multiple instances when one of our users contact support for account management concerns from an aliased account, where they don't have the ability to log directly into that account and send us an email.

    We have also tested cc'ing a couple people into an email that is sent through tenderapp, but only the one account receives any kind of reply, and we can't even look in the headers to verify who all the email was originally delivered to.

    It isn't something that we need constantly, but it would be very helpful to view the original email sent through. If you have the data anyway, it would just be very helpful to click through to a view much like the one above.

  4. 4 Posted by rick on 16 Jul, 2009 03:47 PM

    rick's Avatar

    We have the data, but I'm cautious about storing a bunch of junk
    headers. I pushed code last night to start storing CC headers (and a
    few other ones I want to use to help identify vacation responders:
    precedence and x-autoreply). I realized in Astrotrain that I
    actually strip the various to/from headers, so I'll have to push a
    quick update to that. Once that's done, I can also store
    To/From/Reply-To/Return-Path/Delivered-To and anything else like that.
     I just don't see the need for others unless you can read domain spf
    messages, microsoft header crap, spam engine output, etc.

  5. 5 Posted by System on 16 Jul, 2009 03:52 PM

    System's Avatar

    A Lighthouse ticket was created for this discussion

  6. 6 Posted by thomas knoll on 16 Jul, 2009 04:11 PM

    thomas knoll's Avatar

    Sounds good to me.

  7. 7 Posted by rick on 04 Aug, 2009 06:44 AM

    rick's Avatar

    Hey Thomas -- we didn't completely forget about this. Tender is storing to/from/cc/subject headers currently. Just waiting on a design for it...

  8. Amanda closed this discussion on 11 Jun, 2012 07:27 PM.

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