<div dir="ltr">Hi Martin<div><br></div><div>I think the problem might be that you are using non-English characters in the ticket identifier. In New Zealand, Maori words have some special characters called macrons. They are used with vowels to specify the length of the vowel sound.</div><div><br></div><div>Our service is called "Kotui" but there is meant to be a macron over the "o" so it is spelled like: Kōtui.</div><div><br></div><div>When I first set up our queues, I used the correct, macron-using spelling in the ticket identifier (e.g. [Kōtui Support ID #12345]), but this results in all replies generating new tickets instead of being added to existing tickets. The problem went away when I reverted to using the standard "o" without a macron.</div><div><br></div><div>Regards,</div><div>Chris</div><div><br><div class="gmail_quote"><div dir="ltr">On Wed, 18 Jan 2017 at 05:25 Martin Petersson <<a href="mailto:martin@uanet.se">martin@uanet.se</a>> wrote:<br></div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word" class="gmail_msg">
Well i have looked at the rights. I have created a group called support and gave all the necessary access and for the group All in general rights i gave them access to everything, comment, register new tickets, create tickets and so on.
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg">Really strange, anyone have any more ideas?</div>
<div class="gmail_msg"><br class="gmail_msg">
<div class="gmail_msg"></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><br class="gmail_msg">
<div class="gmail_msg">
<div style="font-family:Verdana,Verdana;color:rgb(85,85,85);font-size:8pt" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal;font-size:10pt" class="gmail_msg">Martin
Petersson</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<i style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">IT-Konsult</i><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">+46
(0)522 980 28</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">,
<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>,</span><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank">www.uanet.se</a><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">Gustaf
Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095</span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank"><span class="gmail_msg"><img src="cid:159f12ffd01aeb393311" alt="logo-uanet-email.jpg" class="" style="max-width: 100%;"></span><br class="m_-4809708947426319216Apple-interchange-newline gmail_msg">
</a></div>
<a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank"></a></div>
<br class="gmail_msg">
</div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg">
<div class="gmail_msg">16 jan. 2017 kl. 16:03 skrev Alex Hall <<a href="mailto:ahall@autodist.com" class="gmail_msg" target="_blank">ahall@autodist.com</a>>:</div>
<br class="m_-4809708947426319216Apple-interchange-newline gmail_msg">
</blockquote></div></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg"><div class="gmail_msg">
<div dir="ltr" class="gmail_msg">That looks fine to me, though I'm no expert. I definitely don't see anything that would cause email replies to turn into new tickets. My only other idea is a rights problem, but I don't know RT well enough to know if it's even possible.<br class="gmail_msg">
<br class="gmail_msg">
My thought is that the users emailing replies don't have permission to comment or correspond on the tickets in question, so RT is making new tickets instead. But again, I don't know RT enough to say whether it would do that or not. It's just a thought. Still,
it might be worth checking the rights, unless and until someone with more experience can help.<br class="gmail_msg">
</div>
</div></blockquote></div></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg"><div class="gmail_msg"><div class="gmail_extra gmail_msg"><div class="gmail_quote gmail_msg">On Mon, Jan 16, 2017 at 9:25 AM, Martin Petersson <span dir="ltr" class="gmail_msg">
<<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>></span> wrote:<br class="gmail_msg">
</div></div></div></blockquote></div></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg"><div class="gmail_msg"><div class="gmail_extra gmail_msg"><div class="gmail_quote gmail_msg"><blockquote class="gmail_quote gmail_msg" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word" class="gmail_msg">Yes here it is:
<div class="gmail_msg">I have no files in RT_SiteConfig.d/</div>
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg">
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# To include a directive here, just copy the equivalent statement</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# from RT_Config.pm and change the value. We've included a single</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# sample value below.</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# If this file includes non-ASCII characters, it must be encoded in</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# UTF-8.</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# This file is actually a perl module, so you can include valid</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# perl code, as well.</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# The converse is also true, if this file isn't valid perl, you're</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# going to run into trouble. To check your SiteConfig file, use</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# this command:</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# perl -c /path/to/your/etc/RT_SiteConfig.pm</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# You must restart your webserver after making changes to this file.</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69);min-height:14px" class="gmail_msg">
<br class="gmail_msg">
</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# You may also split settings into separate files under the etc/RT_SiteConfig.d/</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# directory. All files ending in ".pm" will be parsed, in alphabetical order,</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# after this file is loaded.</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69);min-height:14px" class="gmail_msg">
<br class="gmail_msg">
</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $rtname, '<a href="http://uanet.se/" class="gmail_msg" target="_blank">uanet.se</a>');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $Organization, '<a href="http://uanet.se/" class="gmail_msg" target="_blank">uanet.se</a>');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $Timezone, 'Europe/Stockholm');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $WebDomain, '<a href="http://help.uanet.se/" class="gmail_msg" target="_blank">help.uanet.se</a>');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $WebPort, 443);</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $WebPath, '');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set( $DatabasePassword, ’secret');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set($CorrespondAddress , ’<a href="mailto:support@uanet.se" class="gmail_msg" target="_blank">support@uanet.se</a>');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set($CommentAddress , '<a href="mailto:support-comment@uanet.se" class="gmail_msg" target="_blank">support-comment@uanet.se</a>');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
Set(@ReferrerWhitelist, qw(<a href="http://helpdesk.uanet.se:443/" class="gmail_msg" target="_blank">helpdesk.uanet.se:443</a>
<a href="http://helpdesk.uanet.se/" class="gmail_msg" target="_blank">helpdesk.uanet.se:80</a>));</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# You must install Plugins on your own, this is only an example</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# of the correct syntax to use when activating them:</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
# Plugin( "RT::Authen::ExternalAuth" );</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#Plugin('RT::Extension::SLA');</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#Plugin('RT::Extension::CommandByMail'); </div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
#Set(@MailPlugins, qw(Auth::MailFrom Action::CommandByMail));</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69)" class="gmail_msg">
1;</div>
<div style="margin:0px;line-height:normal;font-family:'Helvetica Neue';color:rgb(69,69,69);min-height:14px" class="gmail_msg">
<br class="m_-4809708947426319216m_-8326425715010034252webkit-block-placeholder gmail_msg">
</div>
</div>
</div></blockquote></div></div></div></blockquote></div></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg"><div class="gmail_msg"><div class="gmail_extra gmail_msg"><div class="gmail_quote gmail_msg"><blockquote class="gmail_quote gmail_msg" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div style="font-family:Verdana,Verdana;color:rgb(85,85,85);font-size:8pt" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal;font-size:10pt" class="gmail_msg">Martin
Petersson</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<i style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">IT-Konsult</i><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">+46
(0)522 980 28</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">,
<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>,</span><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank">www.uanet.se</a><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">Gustaf
Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095</span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
</div></div></div></div></blockquote></div></div></div></blockquote></div></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg"><div class="gmail_msg"><div class="gmail_extra gmail_msg"><div class="gmail_quote gmail_msg"><blockquote class="gmail_quote gmail_msg" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div style="font-family:Verdana,Verdana;color:rgb(85,85,85);font-size:8pt" class="gmail_msg"><a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank"><span class="gmail_msg"><span id="m_-4809708947426319216cid:A93F8E95-F3FC-464A-AF04-402618F91147@uanet.local" class="gmail_msg"><logo-uanet-email.jpg></span></span><br class="m_-4809708947426319216m_-8326425715010034252Apple-interchange-newline gmail_msg">
</a></div>
<a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank"></a></div></div></div></blockquote></div></div></div></blockquote></div></div></div></div><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><div class="gmail_msg"><blockquote type="cite" class="gmail_msg"><div class="gmail_msg"><div class="gmail_extra gmail_msg"><div class="gmail_quote gmail_msg"><blockquote class="gmail_quote gmail_msg" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div style="word-wrap:break-word" class="gmail_msg"><div class="gmail_msg">
<br class="gmail_msg">
<div class="gmail_msg">
<blockquote type="cite" class="gmail_msg">
<div class="gmail_msg">16 jan. 2017 kl. 15:19 skrev Alex Hall <<a href="mailto:ahall@autodist.com" class="gmail_msg" target="_blank">ahall@autodist.com</a>>:</div>
<br class="m_-4809708947426319216m_-8326425715010034252Apple-interchange-newline gmail_msg">
<div class="gmail_msg">
<div dir="ltr" class="gmail_msg">Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with.<br class="gmail_msg">
</div>
<div class="gmail_extra gmail_msg"><br class="gmail_msg">
<div class="gmail_quote gmail_msg">On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson <span dir="ltr" class="gmail_msg">
<<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>></span> wrote:<br class="gmail_msg">
<blockquote class="gmail_quote gmail_msg" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word" class="gmail_msg">Hello,
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg">Thank you for your answer.</div>
<div class="gmail_msg">Should $<span style="font-family:CenturyGothic-Italic" class="gmail_msg">EmailSubjectTagRegex be in RT_SiteConfig.pm? </span></div>
<div class="gmail_msg"><span style="font-family:CenturyGothic-Italic" class="gmail_msg"><br class="gmail_msg">
</span></div>
<div class="gmail_msg"><font face="CenturyGothic-Italic" class="gmail_msg">I have renamed the RT site, could that cause anything?</font></div>
<div class="gmail_msg"><font face="CenturyGothic-Italic" class="gmail_msg"> </font></div>
<div class="gmail_msg"><br class="gmail_msg">
<div class="gmail_msg">
<div style="font-family:Verdana,Verdana;color:rgb(85,85,85);font-size:8pt" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal;font-size:10pt" class="gmail_msg">Martin
Petersson</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<i style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">IT-Konsult</i><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">+46
(0)522 980 28</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">,
<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>,</span><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank">www.uanet.se</a><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">Gustaf
Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095</span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank"><span class="gmail_msg"><span id="m_-4809708947426319216m_-8326425715010034252cid:A93F8E95-F3FC-464A-AF04-402618F91147@uanet.local" class="gmail_msg"><logo-uanet-email.jpg></span></span><br class="m_-4809708947426319216m_-8326425715010034252m_-3038906852005010555Apple-interchange-newline gmail_msg">
</a></div>
<a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank"></a></div>
<br class="gmail_msg">
<div class="gmail_msg">
<blockquote type="cite" class="gmail_msg">
<div class="gmail_msg">16 jan. 2017 kl. 15:00 skrev Alex Hall <<a href="mailto:ahall@autodist.com" class="gmail_msg" target="_blank">ahall@autodist.com</a>>:</div>
<br class="m_-4809708947426319216m_-8326425715010034252m_-3038906852005010555Apple-interchange-newline gmail_msg">
<div class="gmail_msg">
<div dir="ltr" class="gmail_msg">My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and
see if replies start working correctly, then debug the regexp?<br class="gmail_msg">
</div>
<div class="gmail_extra gmail_msg"><br class="gmail_msg">
<div class="gmail_quote gmail_msg">On Sat, Jan 14, 2017 at 5:10 PM, Martin Petersson <span dir="ltr" class="gmail_msg">
<<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>></span> wrote:<br class="gmail_msg">
<blockquote class="gmail_quote gmail_msg" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div style="word-wrap:break-word" class="gmail_msg">Hello,
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg">Somehow i get the auto reply ticket that the customer receive.</div>
<div class="gmail_msg">And then when i reply to the ticket it creates a new ticket, whats wrong?</div>
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg">I have Ubuntu latest OS and RT 4.4.1</div>
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg"><br class="gmail_msg">
</div>
<div class="gmail_msg"> </div>
<div class="gmail_msg">
<div class="gmail_msg">
<div style="font-family:Verdana,Verdana;color:rgb(85,85,85);font-size:8pt" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal;font-size:10pt" class="gmail_msg">Martin
Petersson</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<i style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">IT-Konsult</i><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<b style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">+46
(0)522 980 28</b><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">,
<a href="mailto:martin@uanet.se" class="gmail_msg" target="_blank">martin@uanet.se</a>,</span><span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg"> </span><a href="http://www.uanet.se/" style="font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg" target="_blank">www.uanet.se</a><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<span style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">Gustaf
Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095</span><br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
<br style="color:rgb(85,85,85);font-family:Verdana,Verdana;font-style:normal;font-variant-caps:normal;font-weight:normal;letter-spacing:normal;text-align:start;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;font-size:11px;font-variant-ligatures:normal;font-variant-numeric:normal;font-variant-alternates:normal;font-variant-east-asian:normal;line-height:normal" class="gmail_msg">
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<div class="gmail_msg">Alex Hall<br class="gmail_msg">
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Automatic Distributors, IT department<br class="gmail_msg">
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<a href="mailto:ahall@autodist.com" class="gmail_msg" target="_blank">ahall@autodist.com</a><br class="gmail_msg">
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