[rt-users] repeating email request...

Kenneth Crocker KFCrocker at lbl.gov
Wed Jul 26 18:25:05 EDT 2006


	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.


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
>> 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?

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