[rt-users] User Replies to a forwarded requests and receives a new ticket number after replying

[globo]

Hi,

I just upgraded from 4.01 to 4.0.17. 

I forward requests to an externally company and they reply to the request. 
When they replied to the forwarded request the ticket would get updated as a
comment and I use a script to update the owner of the ticket that a comment
has been added. 

But since the upgrade when a company replies to the forward ticket they get
a new ticket number. Any Ideas. 

Rt Log

[Tue Oct  8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt4/sbin/../lib/RT/I18N.pm:497)
[Tue Oct  8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt4/sbin/../lib/RT/I18N.pm:497)
[Tue Oct  8 11:19:49 2013] [debug]: Mail from user #77625
(joebloggs at gmail.com)
(/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324567 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324568 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324569 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324570 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [debug]: About to prepare scrips for transaction
#324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177)
[Tue Oct  8 11:19:49 2013] [debug]: Found 3 scrips for TransactionCreate
stage with applicable type(s) Create for txn #324571 on ticket #23010
(/opt/rt4/sbin/../lib/RT/Scrips.pm:377)
[Tue Oct  8 11:19:49 2013] [debug]: Skipping Scrip #144 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)
[Tue Oct  8 11:19:49 2013] [debug]: Skipping Scrip #145 because it isn't
applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229)
[Tue Oct  8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - [company.com #23010] AutoReply: Re: test email
(/opt/rt4/sbin/../lib/RT/I18N.pm:244)
[Tue Oct  8 11:19:49 2013] [debug]: About to commit scrips for transaction
#324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:200)
[Tue Oct  8 11:19:49 2013] [debug]: Committing scrip #189 on txn #324571 of
ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:182)
[Tue Oct  8 11:19:49 2013] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7fcb23dc4990), id 324571
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:629)
[Tue Oct  8 11:19:49 2013] [debug]: Working on mailfield To; recipients are
joebloggsobrien at gmail.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645)
[Tue Oct  8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply:
Re: test email
From: "Helpdesk Support Queue via RT" <mycompany at company.com>
Reply-To: helpdesk at company.com
In-Reply-To:
<CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
References: <RT-Ticket-23010 at company.com>
 <201310081108.r98B8o5d014532 at helpdesk. mycompany at company.com>
 <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g at mail.gmail.com>
 <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
Message-ID: <rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com>
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
RT-Originatorjosbloggs at gmail.com
Auto-Submitted: auto-replied
To: joebloggs at gmail.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652)
[Tue Oct  8 11:19:49 2013] [debug]: Got user mail preference 'Individual
messages' for user joebloggsobrien at gmail.com
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:666)
[Tue Oct  8 11:19:49 2013] [debug]: Removing deferred recipients from To:
line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675)
[Tue Oct  8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6)
[Tue Oct  8 11:19:49 2013] [debug]: Working on mailfield Cc; recipients are 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645)
[Tue Oct  8 11:19:49 2013] [debug]: Subject: [mycompany.com #23010]
AutoReply: Re: test email
From: "Helpdesk Support Queue via RT" < mycompany at company.com >
Reply-To: helpdesk at company.com
In-Reply-To:
<CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
References: <RT-Ticket-23010 at company.com>
 <201310081108.r98B8o5d014532 at helpdesk.mycompany@company.com >
 <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g at mail.gmail.com>
 <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
Message-ID: <rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com>
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
RT-Originator: joebloggs at gmail.com
Auto-Submitted: auto-replied
To: joebloggs at gmail.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652)
[Tue Oct  8 11:19:49 2013] [debug]: Removing deferred recipients from Cc:
line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675)
[Tue Oct  8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6)
[Tue Oct  8 11:19:49 2013] [debug]: Working on mailfield Bcc; recipients are 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645)
[Tue Oct  8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply:
Re: test email
From: "Helpdesk Support Queue via RT" < mycompany at company.com >
Reply-To: mycompany at company.com
In-Reply-To:
<CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
References: <RT-Ticket-23010 at company.com>
 <201310081108.r98B8o5d014532@ mycompany at company.com >
 <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g at mail.gmail.com>
 <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w at mail.gmail.com>
Message-ID: <rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com>
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/)
RT-Originator: mycompany at company.com
Auto-Submitted: auto-replied
To: joebloggsobrien at gmail.com
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset="utf-8"
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652)
[Tue Oct  8 11:19:49 2013] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675)
[Tue Oct  8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6)
[Tue Oct  8 11:19:49 2013] [debug]: No recipients found for deferred
delivery on transaction #324571
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:697)
[Tue Oct  8 11:19:49 2013] [info]:
<rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com> #23010/324571 -
Scrip 189 Creation of ticket 
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
[Tue Oct  8 11:19:49 2013] [info]:
<rt-4.0.17-16871-1381231189-930.23010-189-0 at company.com> sent  To:
joebloggs at gmai.com (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
[Tue Oct  8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for
text/plain - [company.com #23010] AutoReply: Re: test email
(/opt/rt4/sbin/../lib/RT/I18N.pm:244)
[Tue Oct  8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324572 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173)
[Tue Oct  8 11:19:49 2013] [info]: Ticket 23010 created in queue
'Helpdesk_Team' by joebloggsobrien at gmail.com
(/opt/rt4/sbin/../lib/RT/Ticket.pm:694)
[Tue Oct  8 11:19:49 2013] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Create for txn #324571 on ticket #23010
(/opt/rt4/sbin/../lib/RT/Scrips.pm:377)




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