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

[Kenneth Crocker]

Freddy,

Instruct your users that RT takes care of "CC's" and that they do NOT need
to do a "Reply All". A simple "Reply" will do. I have put that comment into
many templates.

Kenn


On Fri, Apr 12, 2013 at 1:01 AM, Freddie Quah [Springworks] <
freddie.quah at springworks.com.my> wrote:

> Hi,****
>
> ** **
>
> 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*
>
> ** **
>
> [image: 450_V2-Springworks]****
>
>           ****
>
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