[rt-users] When replying to a new ticket a new ticket get created

[Chris McClement]

Hi Martin

I think the problem might be that you are using non-English characters in
the ticket identifier. In New Zealand, Maori words have some special
characters called macrons. They are used with vowels to specify the length
of the vowel sound.

Our service is called "Kotui" but there is meant to be a macron over the
"o" so it is spelled like: Kōtui.

When I first set up our queues, I used the correct, macron-using spelling
in the ticket identifier (e.g. [Kōtui Support ID #12345]), but this results
in all replies generating new tickets instead of being added to existing
tickets. The problem went away when I reverted to using the standard "o"
without a macron.

Regards,
Chris

On Wed, 18 Jan 2017 at 05:25 Martin Petersson <martin at uanet.se> wrote:

> Well i have looked at the rights. I have created a group called support
> and gave all the necessary access and for the group All in general rights i
> gave them access to everything, comment, register new tickets, create
> tickets and so on.
>
> Really strange, anyone have any more ideas?
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> [image: logo-uanet-email.jpg]
> <http://www.uanet.se/>
> <http://www.uanet.se/>
>
> 16 jan. 2017 kl. 16:03 skrev Alex Hall <ahall at autodist.com>:
>
> That looks fine to me, though I'm no expert. I definitely don't see
> anything that would cause email replies to turn into new tickets. My only
> other idea is a rights problem, but I don't know RT well enough to know if
> it's even possible.
>
> My thought is that the users emailing replies don't have permission to
> comment or correspond on the tickets in question, so RT is making new
> tickets instead. But again, I don't know RT enough to say whether it would
> do that or not. It's just a thought. Still, it might be worth checking the
> rights, unless and until someone with more experience can help.
>
> On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson <martin at uanet.se> wrote:
>
> Yes here it is:
> I have no files in RT_SiteConfig.d/
>
> #
> # To include a directive here, just copy the equivalent statement
> # from RT_Config.pm and change the value. We've included a single
> # sample value below.
> #
> # If this file includes non-ASCII characters, it must be encoded in
> # UTF-8.
> #
> # This file is actually a perl module, so you can include valid
> # perl code, as well.
> #
> # The converse is also true, if this file isn't valid perl, you're
> # going to run into trouble. To check your SiteConfig file, use
> # this command:
> #
> #   perl -c /path/to/your/etc/RT_SiteConfig.pm
> #
> # You must restart your webserver after making changes to this file.
> #
>
> # You may also split settings into separate files under the
> etc/RT_SiteConfig.d/
> # directory.  All files ending in ".pm" will be parsed, in alphabetical
> order,
> # after this file is loaded.
>
> Set( $rtname, 'uanet.se');
> Set( $Organization, 'uanet.se');
> Set( $Timezone, 'Europe/Stockholm');
> Set( $WebDomain, 'help.uanet.se');
> Set( $WebPort, 443);
> Set( $WebPath, '');
> Set( $DatabasePassword, ’secret');
> Set($CorrespondAddress , ’support at uanet.se');
> Set($CommentAddress , 'support-comment at uanet.se');
> Set(@ReferrerWhitelist, qw(helpdesk.uanet.se:443  helpdesk.uanet.se:80
> <http://helpdesk.uanet.se/>));
> # You must install Plugins on your own, this is only an example
> # of the correct syntax to use when activating them:
> #     Plugin( "RT::Authen::ExternalAuth" );
> #Plugin('RT::Extension::SLA');
> #Plugin('RT::Extension::CommandByMail');
> #Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));
> 1;
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> <logo-uanet-email.jpg>
> <http://www.uanet.se/>
> <http://www.uanet.se/>
>
>
> 16 jan. 2017 kl. 15:19 skrev Alex Hall <ahall at autodist.com>:
>
> Yes, the regexp would be in there if you've modified it. Can you just post
> your entire RT_SiteConfig.pm file (or files if you're using files inside
> RT_SiteConfig.d)? That might be the best way for us to see what you're
> working with.
>
> On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson <martin at uanet.se> wrote:
>
> Hello,
>
> Thank you for your answer.
> Should $EmailSubjectTagRegex be in RT_SiteConfig.pm?
>
> I have renamed the RT site, could that cause anything?
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> <logo-uanet-email.jpg>
> <http://www.uanet.se/>
> <http://www.uanet.se/>
>
> 16 jan. 2017 kl. 15:00 skrev Alex Hall <ahall at autodist.com>:
>
> My first thought is that you've modified your $EmailSubjectTagRegex
> setting. If you have, there may be a mistake in that which is causing a
> problem. If you have changed it, can you give us its current value? Or
> disable the change and see if replies start working correctly, then debug
> the regexp?
>
> On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson <martin at uanet.se> wrote:
>
> Hello,
>
> Somehow i get the auto reply ticket that the customer receive.
> And then when i reply to the ticket it creates a new ticket, whats wrong?
>
> I have Ubuntu latest OS and RT 4.4.1
>
>
>
>
> *Martin Petersson*
> *IT-Konsult*
>
> *+46 (0)522 980 28*, martin at uanet.se, www.uanet.se
> Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095
>
> <logo-uanet-email.jpg>
> <http://www.uanet.se/>
> <http://www.uanet.se/>
>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
>
>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
>
>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ahall at autodist.com
>
>
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