[rt-users] Problem Associating New Mail with existing tickets

[George Warnagiris]

Thanks Jesse.  I didn't (until now) understand how this aspect of the system
works.

We would like to have RT operate as a member of our help desk email list,
silently keeping statistics on the type and quality of user request
resolutions.  If I understand you, this is not possible without RT
generating an auto-response and therefore a subject line that includes the
ticket number.

Is this correct?

Thanks a lot for your help.

George

-----Original Message-----
From:	Jesse Vincent [mailto:jesse at bestpractical.com]
Sent:	Thursday, September 20, 2001 2:04 PM
To:	George Warnagiris
Cc:	'rt-users at lists.fsck.com'
Subject:	Re: [rt-users] Problem Associating New Mail with existing
tickets


Wait. are you you saying that the total subject line of your second message
is

Subject: Re: Help

and includes no RT ticket #?   You _must_ include [domain #1234] to have RT
associate mail with the proper ticket.

	-j

On Thu, Sep 20, 2001 at 01:54:00PM -0400, George Warnagiris wrote:
> Dear RT Users,
> 
> I am running RT 2.0.6 and it seems to be working flawlessly, with the
> exception that it does not associate new email (with exact subject lines)
to
> existing tickets.
> 
> If I send an email to RT and myself with the subject "Help", then 'reply
to
> all' with the subject "RE: Help", RT starts a new ticket instead of
grouping
> it with the existing instance.  I thought this was a problem with my
> config.pm and/or $rtname, but all seems in order as indicated by the
> documentation.  Has anyone seen this problem before?
> 
> We are on the verge of rolling out RT2 to our international support group,
> but of course we are not able to do that until we clear this matter.
> 
> Thanks for your help,
> George Warnagiris
> Network Administrator
> Babcock & Brown LP
> 
> Debian PPC - 2.2.17
> Apache - 1.3.19
> MySQL - 3.23.33
> All perl modules as required by 'make testdeps'
> 
> 
> 
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This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party.  If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message.  Babcock & Brown takes measures to
protect the content of its communications.  However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.