diff options
Diffstat (limited to 'docs')
| -rw-r--r-- | docs/glossary.md | 5 | ||||
| -rw-r--r-- | docs/running/admin_manual.md | 7 | ||||
| -rw-r--r-- | docs/running/holding_pen.md | 96 |
3 files changed, 106 insertions, 2 deletions
diff --git a/docs/glossary.md b/docs/glossary.md index 504fb8a05..eb778e6ad 100644 --- a/docs/glossary.md +++ b/docs/glossary.md @@ -471,8 +471,9 @@ Definitions <p>More information:</p> <ul> <li> - See the <a href="{{ site.baseurl }}docs/running/admin_manual/#removing-a-message-from-the-holding-pen">admin manual</a> for - information on dealing with emails in the holding pen + See more <a href="{{ site.baseurl }}docs/running/holding_pen">about + the holding pen</a>, including why messages end up there, and + instructions on what to do with them. </li> <li> The most common reason for a response to be in the holding pen is that diff --git a/docs/running/admin_manual.md b/docs/running/admin_manual.md index dbe8be3d1..3b05a5400 100644 --- a/docs/running/admin_manual.md +++ b/docs/running/admin_manual.md @@ -367,6 +367,12 @@ message under the title *Things to do*: Click on that message — you'll see a list of all the messages that need your attention. Click on any one of them to see the details. +<div class="attention-box helpful-hint"> + If the message does not belong to any request, you can delete it instead. + Simply click on the <strong>Destroy Message</strong> button instead of + redelivering it. +</div> + When you inspect a message, you may see a guess made by Alaveteli as to which request the message belongs to. Check this request. If the guess is right — the incoming email really is a response to that request — @@ -404,6 +410,7 @@ another request** button. The message will now be associated with the correct request. It is no longer in the holding pen, and is shown instead on the public request page. + ### Rejecting spam that arrives in the holding pen Alaveteli maintains a diff --git a/docs/running/holding_pen.md b/docs/running/holding_pen.md new file mode 100644 index 000000000..24d8079b0 --- /dev/null +++ b/docs/running/holding_pen.md @@ -0,0 +1,96 @@ +--- +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 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`. + +## 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). + |