[rt-users] RT in one company sending to RT in another

[Barry L. Kline]

I have an interesting problem.

One of my vendors uses RT, as do I.  When I send a request to the 
vendor, I do so through my instance of RT, putting myself (or whatever 
employee made the verbal request to me) as the requester and the 
vendor's mailgate address as a CC:.

The vendor gets a ticket generated in his queue as expected, but I get 
no "Thank you for contacting" message from his machine giving me his 
ticket number.

E-mails that I send to his mailgate from outside of RT are answered 
instantly, returning the On Create message like I expect.  Any 
subsequent correspondence from him (through his RT) triggers a copy sent 
into my RT ticket, and I can send replies back through my RT to his 
instance.

Something is obviously amiss here -- his RT instance seems to become 
somewhat befuddled by my ticket's "[myexampledomain.com #xxxx] subject." 
  Something in the "On Create trigger" is not working as expected. 
Before I start digging into the source (and I'm no Perl guru) to figure 
out why this is, can anyone offer the reason?

Thank you for your suggestions.

Barry