[rt-users] repeating email request...

[Brooks, Travis C.]

Look in the mail headers of the message-it is possible that the user
account has an autoresponder that is replying to RT, re-opening the
ticket each time you send mail that you have closed the ticket.

In my procmail configuration I have:

*!^From:.*remedy
*!^X-Loop: autoreply
*!^X-RT-Loop-Prevention: SLAC-TIS
*!^Subject: Out of Office AutoReply:

Which prevents common looping mails from going to RT, if you aren't using
procmail, I'm not sure how to remove these things, but you want to do
something similar...if that's the cause of your problem.  Of course, it
might be something totally different, that's just the first thing I
thought of.

Good luck,
Travis

Travis C. Brooks
SPIRES Scientific Databases Manager
Stanford Linear Accelerator Center
http://www.slac.stanford.edu/spires

On Wed, 26 Jul 2006, 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.  ANY HELP WOULD BE DEEPLY APRECIATED!
>
> Thanks,
> Rueben
>
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