[rt-users] ticket response via email

Greg White gregw-rt-users at greg.cex.ca
Thu Feb 22 15:31:53 EST 2001

On Thu, Feb 22, 2001 at 02:36:23PM -0500, D.Lewis wrote:
> Greetings,
> Does anyone know of a way such that a new ticket is not created when a
> user responsd to an existing ticket via email...? I think that in
> responding to a ticket via email, most email clients place a Re:
> <Subject>
> in the subject header and rt thinks that it is a new ticket...there fore
> creating a new ticket and not using the original ticket number of the
> request...

I'll bet that this is clients with M$ mailers, right? I'll bet that RT
is checking with the Reply-To header, which most M$ mailers seem to
break.... A quick peruse of lib/rt/ui/mail/manipulate.pm _seems_ to
confirm this, but I didn't make any _serious_ effort to understand that
portion of code... Anyone?

(I've had this problem too, and it always seems to be Lookout users...)

Greg White
Those who make peaceful revolution impossible will make violent
revolution inevitable.
                -- John F. Kennedy

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