[rt-users] Problem with multple new tickets on same subject

Freddie Quah [Springworks] freddie.quah at springworks.com.my
Fri Apr 12 04:01:43 EDT 2013



I am not sure if there is any solution to this. I have been digging
everywhere for information but no solution to it so far.


I am currently using RT 4.0.10. Customer creates ticket via email. Below is
the scenario:


Customer A and Customer B are colleagues. 

Customer A emails to the RT's email and include Customer B in the loop.

RT create new ticket and send auto reply email to Customer A with Ticket ID

Customer B "reply all"  on the original email sent by Customer A thus
creating another ticket on RT.


Is there a way to recognize the subject text instead when there is no ticket
ID present?



Thanks & Regards,

Freddie Quah




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