[rt-users] email responses created separate tickets

[Vicki Stanfield]

Stephen Turner wrote:

> At Monday 5/16/2005 12:29 PM, Vicki Stanfield wrote:
>
>> I am a bit confused about emailed responses to rt tickets. First, I 
>> have an alias setup so that mail to sysadmin at domain.com comes into 
>> the local rt sysadmin queue. That seems to work fine. Now I have a 
>> situation where a user sent an email to rt which didn't get added as 
>> a ticket to rt (the cause is a network problem not an rt problem). I 
>> then responded to her email which still had the cc to the sysadmin 
>> queue, and the ticket got created. When another employee responded to 
>> my response, a second ticket was created instead of it being added to 
>> the ticket I created. Then the original sender replied, and a third 
>> ticket was created. What criteria determines whether a new ticket 
>> gets created or whether the email is appended to an existing ticket? 
>> Is it a ticket number in the Subject line or something like that? I 
>> have googled for the answer, but everything I have found has been 
>> either too high level to mention something so trivial or too low 
>> level to do so.
>
>
> Vivki,
>
> RT looks for subject line like [your-rt-instance-name #nnnn] where 
> nnnn is the ticket number. If it can get a ticket number from the 
> subject line and the ticket exists, it will append. Otherwise it's a 
> new ticket.
>
> You might want to use sysadmin at domain.com purely to feed into RT and 
> let RT handle copies to the relevant people via watchers & scrips. The 
> way you have it set up, you are often going to get lots of new tickets 
> created when people reply and cc your sysadmin email address.
>
> Steve

That is how it was intended all along, although it is impossible to make 
sure that users don't cc others in the process. In this case, however, 
it is just that there was a network hiccup at the time when the mail was 
sent to rt (sysadmin at domain.com), so the email went to the other 
recipients and not into rt. When the other recipients replied, there was 
not a properly formatted subject line, and the additional emails got 
created. In a normal instance, the original email would have created an 
rt ticket and the subsequent ones appended to it. I just wanted to 
confirm how rt handled emailed requests. Thanks.

Vicki