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<p class=MsoNormal>Hi,<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We’re using RT 3.8.5 and RTFM 2.4.2 (although this
doesn’t seem to be an RTFM issue).<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>We recently noticed the following behavior:<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>1)<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>Person sends a ticket (e.g. request for a license key
for software)<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>2)<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>We respond via our email client (outlook) and attach a
file for the requestor<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>3)<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>They say “thanks!”<o:p></o:p></p>
<p class=MsoListParagraph style='text-indent:-.25in;mso-list:l0 level1 lfo1'><![if !supportLists]><span
style='mso-list:Ignore'>4)<span style='font:7.0pt "Times New Roman"'>
</span></span><![endif]>We close the ticket<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>At this point, after 10 minutes or so, the same ticket will be
resent (we get it in our email). There are no updates to the ticket, but it is
now reopened. Nobody (the requestor or us) did anything to instigate this!<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>If we close the ticket again, it will be resent 10 minutes
later.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Finally, we just let the ticket alone overnight, and then
closed it the next day, which seemed to stop the rebroadcasting.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>As best we can tell, it has to do with using an attachment.
In this case it was just a text file.<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Has anyone else experienced this?<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>Thanks!<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal>-y<o:p></o:p></p>
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