[rt-users] repeating email request...

[Rueben Gooch]

Kenneth,
I do not have the ParseNewMessageForTicketCcs set to true so the 
RTAddressRegexp is not even being used.  Will setting this prevent this 
from happening?  If so is the format for the RTAddressRegexp 
'^rt\@mydomain.com,au$' ?  Can this key have multiple values?

Thanks,
Rueben
Kenneth Crocker wrote:
> Patrick,
>
>     That parameter has not changed at our site since, forever, and our 
> e_mail requests/responses have always been fine except in the 
> situations I mentioned.
>
> Kenn
> LBNL
>
> Patrick Morris wrote:
>> On Wed, 26 Jul 2006, Kenneth Crocker wrote:
>>
>>> Rueben,
>>>
>>>     If the RT ticket number is different each time it repeats, then 
>>> we     just had the same problem this morning. Our mailgate and 
>>> mailserver, et al were fine. Our problem had to do with the way a 
>>> person responds to the E_mail. We instruct our users to be sure that 
>>> the RT ticket number is referenced in the subject line so replies to 
>>> an RT E_mail has a reference to the existing ticket and won't try to 
>>> create a new one. We also tell them that if they are gonna respond 
>>> "reply all" with RT in the "CC" or "To" fields, that RT will create 
>>> another ticket. We are also thinking that if a person responding DID 
>>> have the RT Ticket number in the E_mail subject line, but did not 
>>> have the "ReplyToTicket" authority for the Queue where the 
>>> referenced ticket, that RT will also create another ticket. The last 
>>> reason is still up in the air for us. Anyone?
>>>
>>> Kenn
>>> LBNL
>>>
>>> Rueben wrote:
>>>> Greetings,
>>>> I am using version 3.4.2 of Request Tracker and the system has been 
>>>> running fine for that last 6 months.  2 days ago one of our 
>>>> end-users sent an email request to our helpdesk and it keeps 
>>>> repeating even after we resolved the ticket.  I have has to stop 
>>>> the mta to keep it from sending the email  I have looked through 
>>>> the archives and and have not found any reference to this problem 
>>>> except 1 and it stated to resolve the ticket and it fixed their 
>>>> problem.. I really would like to open my hepdesk back up but I do 
>>>> not have any idea where to start to troubleshoot this problem.  
>>
>> When I've seen this sort of thing (which, granted, hasn't been often),
>> it's been because of a misconfiguration of the RTAddressRegexp
>> parameter.
>>
>> If someone send a message to RT at an address that doesn't match that
>> regex, it'll cause RT to send a CC to that same address with the ticket,
>> which can end up opening a new ticket, which will make RT send a CC to
>> it, etc.
>>
>> What's that set to, and is it correct?
>>