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

Joe Casadonte joe.casadonte at ORACLE.COM
Fri Aug 3 10:57:08 EDT 2007

On 8/2/2007 6:39 PM, Kris Boutilier wrote:

> 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?

It happened again this morning, and you are indeed correct; he responded 
to the original email, not the RT email.  I thought I had researched 
this the last time I was going to post about it (and never did, 
obviously); I guess I failed to research it well enough.

This is even worse, of course, as I don't know how to prevent the 
behavior, other than educating users.  It's seriously annoying, having 
to manually merge the tickets all the time.



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