[rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu

[Sune K. Bech]

**I start by sending an email to requests at myisp.com, and receive a greeting.
---------------------------------------------------------------------------
Subject:   [Biology #22] AutoReply: testes est set se tse  
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "testes est set se tse",
a summary of which appears below.
There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Biology #22].
Please include the string:
         [Biology #22]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
                        Thank you,
                        requests_comment at myisp.com
---------------------------------------------------------------------------
** I then via email make a normal reply to the ticket 
---------------------------------------------------------------------------
Subject:   [Biology #23] AutoReply: RE: [Biology #22] AutoReply: testes est set se tse
 
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "RE: [Biology #22] AutoReply: testes est set se tse ",
a summary of which appears below.
There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Biology #23].
Please include the string:
         [Biology #23]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
                        Thank you,
                        requests_comment at myisp.com
-------------------------------------------------------------------------
super

Med venlig hilsen/Best regards
Sune K. Bech

-----Original Message-----
From: Department of Biology via RT [mailto:requests_comment at myisp.com]
Sent: 11. november 2009 19:16
To: Sune K. Bech
Subject: [Biology #22] AutoReply: testes est set se tse

Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "testes est set se tse",
a summary of which appears below.
There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Biology #22].
Please include the string:
         [Biology #22]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
                        Thank you,
                        requests_comment at myisp.com
-------------------------------------------------------------------------
Se tse tse t
 
Med venlig hilsen/Best regards
Sune K. Bech
 
 
 
 
  

________________________________

Fra: rt-users-bounces at lists.bestpractical.com på vegne af Mike Johnson
Sendt: on 11-11-2009 20:33
Til: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu


The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT.
 
Does the new ticket have a subject line that has the tag of the old ticket in it?
 
By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out?
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: 807.766.7331
Email: mike.johnson at normed.ca
Technology assistance: email nosmhelpdesk at normed.ca 
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays: 
Off campus toll free 1-800-461-8777, option 8, or locally either 
(705)-662-7120 or (807)-766-7500



>>> "Sune K. Bech" <skbech at bio.ku.dk> 11/11/2009 2:00 pm >>>


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 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