[rt-users] 3rd party reply on a ticket creates a new ticket

Joe Casadonte joe.casadonte at oracle.com
Thu Aug 2 15:22:19 EDT 2007

Using RT 3.6.3....

I have the following situation:

* user A creates a ticket copying list B
* user C (a member of B) replies to the ticket with more information
* a second ticket is created, even though user C's email was tagged
   correctly in the subject line

If user C is directly CC'd (instead of through an email list, which RT 
obviously has no way of knowing about), then the reply goes into the 
original ticket as desired.  Is there a way to prevent RT from creating 
a new ticket when anyone replies to a ticket?



Joe Casadonte
joe.casadonte at oracle.com

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