Last modified: 2009-02-02 22:02:49 UTC
The current SpamAssassin/OTRS setup changes the subject of all messages considered as spam to have the text "----SPAM---- ". Many OTRS volunteers working a queue with many tickets ignore these, thinking that they're spam, when in fact they're the ones that are definitely not spam since at least one person has already looked at them when rescuing them from Junk. Also when people answer these messages, most don't notice to remove the spam label, giving the sender the idea that even though we received their mail, we think it's spam. Or the sender might be sorting mails based on subject themselves, and end up junking our responses. <http://doc.otrs.org/2.3/en/html/x1116.html#sort-mails-into-junk> recommends using one of the SpamAssassin generated X-headers for sorting spam. Can we do that too and drop the spam label from subjects?
The modification of the subject line was not copied onto the new system, and consequently has not happened since the upgrade and move of OTRS. However after some discussion, it was decided to have spam messages be delivered to OTRS with the inclusion of a X-OTRS-Queue: Junk header, instructing OTRS to automatically sort it into its Junk queue, rather than having the messages be discarded by the mail server. Also SpamAssassin's headers are now again added to the message.
