<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40">
<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8">
<meta name="Generator" content="Microsoft Word 15 (filtered medium)">
<style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Consolas;
panose-1:2 11 6 9 2 2 4 3 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0cm;
margin-bottom:.0001pt;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:#0563C1;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:#954F72;
text-decoration:underline;}
p
{mso-style-priority:99;
mso-margin-top-alt:auto;
margin-right:0cm;
mso-margin-bottom-alt:auto;
margin-left:0cm;
font-size:12.0pt;
font-family:"Times New Roman","serif";}
pre
{mso-style-priority:99;
mso-style-link:"Préformaté HTML Car";
margin:0cm;
margin-bottom:.0001pt;
font-size:10.0pt;
font-family:"Courier New";}
span.PrformatHTMLCar
{mso-style-name:"Préformaté HTML Car";
mso-style-priority:99;
mso-style-link:"Préformaté HTML";
font-family:Consolas;
mso-fareast-language:FR;}
span.EmailStyle20
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.EmailStyle21
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:612.0pt 792.0pt;
margin:70.85pt 70.85pt 70.85pt 70.85pt;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]-->
</head>
<body lang="FR" link="#0563C1" vlink="#954F72">
<div class="WordSection1">
<pre><span lang="EN-US">Hi <span style="color:#1F497D">all</span>,<o:p></o:p></span></pre>
<pre><span lang="EN-US"><o:p> </o:p></span></pre>
<pre><span lang="EN-US">We're having trouble with our RT version 4.2.8.<o:p></o:p></span></pre>
<pre>When a ticket is created by someone with another person as Cc, and if the person in Cc try to answer the email generated by the RT system, the message isn't integrated in the ticket.<o:p></o:p></pre>
<pre>As well as the message doesn't create a new ticket.<o:p></o:p></pre>
<pre>If the requester is answering the same email, the ticket is updated.<o:p></o:p></pre>
<pre>Do you have any idea why this is happening? Is anybody able to help<span lang="EN-US">?<o:p></o:p></span></pre>
<pre>Thanks in advance.<o:p></o:p></pre>
<pre><o:p> </o:p></pre>
<pre>Kind regards,<o:p></o:p></pre>
<pre><o:p> </o:p></pre>
<pre>Cédric Pagès<o:p></o:p></pre>
<pre>Ingénieur systèmes réseaux<o:p></o:p></pre>
<pre>291 rue Albert Caquot- PETRA B - 06560 Sophia Antipolis -FRANCE<o:p></o:p></pre>
<pre><a href="mailto:cpages@datacorp.fr%3cmailto:cpages@datacorp.fr">cpages@datacorp.fr<mailto:cpages@datacorp.fr</a>> <a href="http://www.datacorp.fr%3chttp:/www.datacorp.fr/">www.datacorp.fr<http://www.datacorp.fr/</a>><o:p></o:p></pre>
<pre>Tel : 0825 595 005 - Fax : 04 22 13 01 23<o:p></o:p></pre>
<pre><o:p> </o:p></pre>
<pre>[<a href="cid:image001.png@01CEF839.D153FDD0">cid:image001.png@01CEF839.D153FDD0</a>]<o:p></o:p></pre>
<pre><o:p> </o:p></pre>
</div>
</body>
</html>