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<DIV>Need to give more info Kevin,</DIV>
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<DIV>where are the replies going to?</DIV>
<DIV>what is setup in RT for the reply email address?</DIV>
<DIV>how are the end users even getting the proper ticket number? are they putting it in the subject line correctly? (e.g. [your.rt.name #ticketnumber] )</DIV>
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<DIV>If it is setup to fetch the emails, it's simple configuration to get the replies to work. I'd suggest the RT Essentials book from O'Reilly, it walks through how to do this.</DIV>
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<DIV>Mike Johnson<BR>Datatel Programmer/Analyst<BR>Northern Ontario School of Medicine<BR>955 Oliver Road<BR>Thunder Bay, ON P7B 5E1<BR>Phone: 807.766.7331<BR>Email: <A href="mailto:mike.johnson@normed.ca">mike.johnson@normed.ca</A></DIV>
<DIV>Technology assistance: email <A href="mailto:nosmhelpdesk@normed.ca">nosmhelpdesk@normed.ca</A> <BR>Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: <BR>Off campus toll free 1-800-461-8777, option 8, or locally either <BR>(705)-662-7120 or (807)-766-7500<BR></DIV><BR><BR>>>> Kevin Bailey <kbailey@freewayprojects.com> 13/10/2009 7:02 am >>><BR>Hi,<BR><BR>We have a system which was set up by another admin to create new tickets when an email is received at <A class=moz-txt-link-abbreviated href="mailto:support@example.com">support@example.com</A>.<BR><BR>A ticket is then created in a default queue. <BR><BR>However, replies to emails with the ticket number do not get added to the ticket.<BR><BR>The system has been set up to use fetchmail polling the server.<BR><BR>Since we use Postfix and the system is a default Debian set up what would be the best way to implement tickets being automatically generated and replies being added to the ticket.<BR><BR>It looks to me from the docs that aliasing should be able to do the trick - but I'm wondering why the admin decided to use fetchmail. Also, I believe procmail is a possible way to do this.<BR><BR>Any pointers gratefully received,<BR><BR><BR></DIV>
<DIV class=moz-signature>-- <BR><B style="COLOR: rgb(0,0,0)">Kevin Bailey</B> <BR>Director/Programmer - Freeway Projects Limited <BR>Web: <A href="http://www.freewayprojects.com/">www.freewayprojects.com</A> <BR>Email: <A href="mailto:kbailey@freewayprojects.com">kbailey@freewayprojects.com</A> <BR>Phone: +44 (0)1752 267090 </DIV></BODY></HTML>