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diff --git a/docs/running/holding_pen.md b/docs/running/holding_pen.md new file mode 100644 index 000000000..5b7f08bec --- /dev/null +++ b/docs/running/holding_pen.md @@ -0,0 +1,101 @@ +--- +layout: page +title: The holding pen +--- + +# The holding pen + +<p class="lead"> + + The <em>holding pen</em> is where Alaveteli puts any incoming + <a href="{{ site.baseurl }}docs/glossary/#response" class="glossary__link">responses</a> + that can't be matched to a + <a href="{{ site.baseurl }}docs/glossary/#request" class="glossary__link">request</a> + automatically. +</p> + + +Alaveteli works by emailing requests to the correct target +<a href="{{ site.baseurl }}docs/glossary/#authority" class="glossary__link">authority</a>. +That email message is sent from a unique email address — that is, an +email address that is associated with that single request (technically, +Alaveteli hashes the request ID to generate a unique address and uses this as +the `Reply-to:` address). + +So whenever an authority replies (by email) to a request that Alaveteli has +sent, that response will be addressed to that request's unique email address. +The email is received by your installation's +<a href="{{ site.baseurl}}docs/glossary/#mta" class="glossary__link">MTA</a>, +and is passed on to Alaveteli. In this way, incoming messages are easily +matched with the request they are responses to — this is important +because your site displays the responses underneath their original request, on +the request's page. + +Normally, this works fine. But sometimes things go wrong, and a message comes +in that can't be matched with a request. When this happens, Alaveteli puts the +message in the +<a href="{{ site.baseurl }}docs/glossary/#holding_pen" class="glossary__link">holding +pen </a>. + +Messages wait in the holding pen until an +<a href="{{ site.baseurl }}docs/glossary/#super" class="glossary__link">administrator</a> +redelivers them to the correct request, or else deletes them. + +## Why messages end up in the holding pen + +There are several reasons why a message might end up in the holding pen: + +* **the authority "broke" the reply-to email**<br> + This can happen if the authority replies "by hand" to the incoming email — + for example if the person at the authority accidentally loses the first + letter of the email address when they copy-and-paste it. Or if they copy + it manually and simply get it wrong. + +* **there's something unusual about the way it was sent**<br> + For example, if it was delivered here because the address is in the `Bcc:` + field, and is not the `To:` address. + +* **a partial email address may have been guessed**<br> + Someone guesses an email address which Alaveteli doesn't recognise. Perhaps + they have misunderstood how the addresses are formed, or maybe it's a + deliberate attempt to send spam. + +* **the response is to a request that has been deleted**<br> + If you [delete a request]({{ site.baseurl }}docs/running/requests/#deleting-a-request), + Alaveteli cannot deliver responses to it. + +* **the response has been rejected and rejections are set to go to the holding pen**<br> + Incoming mail that is correctly addressed but not accepted for the request + goes into the holding pen if the request's `handle_rejected_responses` + behaviour is set to `holding_pen` (rather than bouncing the email back to + the sender, or simply deleting it). Responses may be rejected for various + reasons — for example, if a response is sent from an unrecognised + email address for a request whose *Allow new responses from* setting is + `authority_only`. See instructions on + [how to manage requests]({{site.baseurl}}docs/running/requests/) for details. + +## What to do: redeliver or delete + +You need to be an +<a href="{{ site.baseurl }}docs/glossary/#super" class="glossary__link">administrator</a> +to modify the holding pen. + +There are two things you can do to a message in the holding pen: + + * **find the right request, and redeliver the message**<br> + Alaveteli tries to guess the right request to help you, so sometimes + you can just accept its suggestion. + + * **delete the message**<br> + If the message is not a response, you can delete it. + +For instructions, see +[removing a message from the holding pen]({{ site.baseurl }}docs/running/admin_manual/#removing-a-message-from-the-holding-pen). + +If the `To:` address does not belong to a valid request and the message is +clearly spam you can add that email address to Alaveteli's +<a href="{{site.baseurl}}#spam-address-list" class="glossary__link">spam address list</a>. +Subsequent messages to that address will be automatically rejected — for +instructions see +[rejecting spam that arrives in the holding pen]({{ site.baseurl }}docs/running/admin_manual/#rejecting-spam-that-arrives-in-the-holding-pen). + |