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

Kris Boutilier Kris.Boutilier at scrd.bc.ca
Thu Aug 2 18:39:20 EDT 2007

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com 
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf 
> Of Joe Casadonte
> Sent: Thursday, August 02, 2007 12:22 PM
> To: rt-users
> Subject: [rt-users] 3rd party reply on a ticket creates a new ticket
> 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?

Are you certain that User C is replying to the email generated by RT and
not to the message that User A cc:ed to the list? We have experienced
the same behavior where User A sends a new request directly to RT and
CC's many additional users. One or more of those users enter into a
debate using 'Reply All' and each and every reply to that exchange of
emails lacks the RT subject line prefix and so spawns a raft of new
tickets. As a I understand it it's only the lack of a valid subject line
prefix that will cause RT to spawn a new ticket.

We're looking for a way to have RT just reject messages that it's cc:ed
into, period, to avoid this situation. I suspect that would have to
occur at the MTA level but I'm not certain how we'd do that as we're
using the Sendmail aliases table.

Kris Boutilier
Information Services Coordinator
Sunshine Coast Regional District

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