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<p class=MsoNormal>Hi<o:p></o:p></p>
<p class=MsoNormal><o:p> </o:p></p>
<p class=MsoNormal><span lang=EN-US>I have a problem that is driving me nuts, I
have just installed the latest RT, using almost default settings.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US>When a user writes to requests@myisp.com an
ticket gets created and he gets an email greeting reply where the ticket number
is in the subject, if the user then replies<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>to this email he gets a new ticket and a
new email reply.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US>The desired result was that if the user
replied to a existing ticket, his reply is added as an comment to the
existing ticket.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US>I have also tried to create an extra email
for the comments, called <a href="mailto:requests_comment@myisp.com">requests_comment@myisp.com</a>
and configured the “Reply Address” and “Comment Address”
but still no success, I get an new ticket every time.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US>I am using fetchmail <o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US># requests@myisp.com<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>poll 192.11.11.11<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>protocol pop3<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>username requests password Bla Bla<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>mda "/opt/rt3/bin/rt-mailgate --queue
General --action correspond --url http://www.myisp.com/rt/"<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>no keep<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US>poll 192.11.11.11<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>protocol pop3<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>username requests_comment password Bla Bla<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>mda "/opt/rt3/bin/rt-mailgate --queue
General --action comment --url http://www.myisp.com/rt/"<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US>no keep<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal><span lang=EN-US>What am I doing wrong.<o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
<p class=MsoNormal>Best regards<br>
<br>
Sune K. Bech <span lang=EN-GB><o:p></o:p></span></p>
<p class=MsoNormal><span lang=EN-US><o:p> </o:p></span></p>
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