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<DIV>The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT.</DIV>
<DIV> </DIV>
<DIV>Does the new ticket have a subject line that has the tag of the old ticket in it?</DIV>
<DIV> </DIV>
<DIV>By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out?</DIV>
<DIV> </DIV>
<DIV>
<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>>>> "Sune K. Bech" <skbech@bio.ku.dk> 11/11/2009 2:00 pm >>><BR></DIV>
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<P class=MsoNormal>Hi<?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><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></DIV></BODY></HTML>