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Sune,<br>
<br>
Tell the user to NOT use the "Reply All", but the "Reply" only.
Additionally, if they make sure that the RT email address is a "Bcc" or
"cc" that will keep a new ticket from being created.<br>
<br>
Kenn<br>
LBNL<br>
<br>
On 11/11/2009 11:00 AM, Sune K. Bech wrote:
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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
<a class="moz-txt-link-abbreviated" href="mailto:requests@myisp.com">requests@myisp.com</a> 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 moz-do-not-send="true"
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"># <a class="moz-txt-link-abbreviated" href="mailto:requests@myisp.com">requests@myisp.com</a><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 <a class="moz-txt-link-freetext" href="http://www.myisp.com/rt/">http://www.myisp.com/rt/</a>"<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 <a class="moz-txt-link-freetext" href="http://www.myisp.com/rt/">http://www.myisp.com/rt/</a>"<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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