[rt-users] Ticket reply issues

Kevin Falcone falcone at bestpractical.com
Wed Aug 21 12:54:45 EDT 2013

On Wed, Aug 21, 2013 at 12:39:45PM -0400, Mark Campbell wrote:
> I am having problems with certain individuals not being able to
> properly reply to a ticket once it is created.
> In this instance when I ticket is open an admin of the queue
> responds and a new ticket is created.  The admin simply clicks reply
> and the subject contains the correct information between the
> brackets in the subject line.    I have included the headers below.
> Any ideas?  I assume the reere of @example.com probably isn't
> correct.

I don't see a Subject in your headers, but your headers also refer to
two separate tickets (384 and 388) so clearly you have a few things
going on.

You should also have them reply and watch debug logs from RT.


> MIME-Version: 1.0
> In-Reply-To: <CABoYp6PTqQuWqz_2-mywBMS-LDPtK1tCeTUaZbj=_xxx-hcTVg at mail.xxxxx.com>
> X-Mailer: MIME-tools 5.427 (Entity 5.427)
> Content-Disposition: inline
> References: <RT-Ticket-388 at example.com> <RT-Ticket-384 at example.com>
>  <0CF0D76B-6DBF-4330-B1CC-865AED98314F at psu.edu>
>  <rt-3.8.10-6284-1376575355-1034.384-7-0 at example.com>
>  <CABoYp6OOtgwSzRb1-FKPN4oSCL=f96qnYCnePFf0Of6XexTtpQ at mail.xxxx.com>
>  <CABoYp6ORTRYEinKmgfnX59Gc9bV_v7Ke6dt6un6xWNt5FSipOw at mail.xxxx.com>
>  <rt-3.8.10-13494-1376927913-1078.388-6-0 at example.com>
>  <CABoYp6PTqQuWqz_2-mywBMS-LDPtK1tCeTUaZbj=_jW7-hcTVg at mail.xxxx.com>
> Content-Type: text/html; charset="UTF-8"
> Message-ID: <rt-3.8.10-16643-1376928170-559.391-0-0 at example.com>
> Content-Transfer-Encoding: binary
> X-RT-Original-Encoding: utf-8
> RT-Send-CC:
> Content-Length: 3586
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