[rt-users] Email replies to existing tickets created over email do not add to existing ticket, but create a new.

[Ken Crocker]

Sune,

Tell the user to NOT use the "Reply All", but the "Reply" only. 
Additionally, if they make sure that the RT email address is a "Bcc" or 
"cc" that will keep a new ticket from being created.

Kenn
LBNL

On 11/11/2009 11:00 AM, Sune K. Bech wrote:
>
> Hi
>
>  
>
> I have a problem that is driving me nuts, I have just installed the 
> latest RT, using almost default settings.
>
>  
>
> When a user writes to requests at myisp.com an ticket gets created and he 
> gets an email greeting reply where the ticket number is in the 
> subject, if the user then replies
>
> to this email he gets a new ticket and a new email reply.
>
>  
>
> The desired result was that if the user replied to a  existing ticket, 
> his reply is added as an comment to the existing ticket.
>
>  
>
> I have also tried to create an extra email for the comments, called 
> requests_comment at myisp.com <mailto:requests_comment at myisp.com> and 
> configured the "Reply Address" and "Comment Address" but still no 
> success, I get an new ticket every time.
>
>  
>
> I am using fetchmail  
>
>  
>
> # requests at myisp.com
>
> poll 192.11.11.11
>
> protocol pop3
>
> username requests password Bla Bla
>
> mda "/opt/rt3/bin/rt-mailgate --queue General --action correspond 
> --url http://www.myisp.com/rt/"
>
> no keep
>
>  
>
> poll 192.11.11.11
>
> protocol pop3
>
> username requests_comment password Bla Bla
>
> mda "/opt/rt3/bin/rt-mailgate --queue General --action comment --url 
> http://www.myisp.com/rt/"
>
> no keep
>
>  
>
> What am I doing wrong.
>
>  
>
> Best regards
>
> Sune K. Bech
>
>  
>
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