[rt-users] repeating email request...

[Kenneth Crocker]

Rueben,

	I don't know. never messed with it. I see all this stuff in the list so 
I don't mess with it if I can help it, especially the mail part of it.

Kenn

Rueben Gooch wrote:
> 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?
>>>
>