[rt-users] Problem Associating New Mail with existing tickets

[Jesse Vincent]

Correct. RT is designed to replace that email list.


On Thu, Sep 20, 2001 at 02:23:51PM -0400, George Warnagiris wrote:
> Thanks Jesse.  I didn't (until now) understand how this aspect of the system
> works.
> 
> We would like to have RT operate as a member of our help desk email list,
> silently keeping statistics on the type and quality of user request
> resolutions.  If I understand you, this is not possible without RT
> generating an auto-response and therefore a subject line that includes the
> ticket number.
> 
> Is this correct?
> 
> Thanks a lot for your help.
> 
> George
> 
> -----Original Message-----
> From:	Jesse Vincent [mailto:jesse at bestpractical.com]
> Sent:	Thursday, September 20, 2001 2:04 PM
> To:	George Warnagiris
> Cc:	'rt-users at lists.fsck.com'
> Subject:	Re: [rt-users] Problem Associating New Mail with existing
> tickets
> 
> 
> Wait. are you you saying that the total subject line of your second message
> is
> 
> Subject: Re: Help
> 
> and includes no RT ticket #?   You _must_ include [domain #1234] to have RT
> associate mail with the proper ticket.
> 
> 	-j
> 
> On Thu, Sep 20, 2001 at 01:54:00PM -0400, George Warnagiris wrote:
> > Dear RT Users,
> > 
> > I am running RT 2.0.6 and it seems to be working flawlessly, with the
> > exception that it does not associate new email (with exact subject lines)
> to
> > existing tickets.
> > 
> > If I send an email to RT and myself with the subject "Help", then 'reply
> to
> > all' with the subject "RE: Help", RT starts a new ticket instead of
> grouping
> > it with the existing instance.  I thought this was a problem with my
> > config.pm and/or $rtname, but all seems in order as indicated by the
> > documentation.  Has anyone seen this problem before?
> > 
> > We are on the verge of rolling out RT2 to our international support group,
> > but of course we are not able to do that until we clear this matter.
> > 
> > Thanks for your help,
> > George Warnagiris
> > Network Administrator
> > Babcock & Brown LP
> > 
> > Debian PPC - 2.2.17
> > Apache - 1.3.19
> > MySQL - 3.23.33
> > All perl modules as required by 'make testdeps'
> > 
> > 
> > 
> > This email message may contain information that is confidential and
> > proprietary to Babcock & Brown or a third party.  If you are not the
> > intended recipient, please contact the sender and destroy the original and
> > any copies of the original message.  Babcock & Brown takes measures to
> > protect the content of its communications.  However, Babcock & Brown
> cannot
> > guarantee that email messages will not be intercepted by third parties or
> > that email messages will be free of errors or viruses.
> > 
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> > 
> 
> -- 
> http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.
> 
> 
> 
> This email message may contain information that is confidential and
> proprietary to Babcock & Brown or a third party.  If you are not the
> intended recipient, please contact the sender and destroy the original and
> any copies of the original message.  Babcock & Brown takes measures to
> protect the content of its communications.  However, Babcock & Brown cannot
> guarantee that email messages will not be intercepted by third parties or
> that email messages will be free of errors or viruses.
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.