[rt-users] Searching ticket subjects

[Kenneth Marshall]

On Tue, Jul 12, 2016 at 07:06:41PM +0530, Nilesh wrote:
> On Tue, Jul 12, 2016 at 7:02 PM, Nilesh <me at nileshgr.com> wrote:
> 
> > On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <ktm at rice.edu> wrote:
> >
> >> On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote:
> >> > I don't think that's going to help me.
> >> > Let me give you a scenario:
> >> >
> >> > Person A sends a mail to my queue with B and C in CC. RT sends
> >> autoreply to
> >> > all of them. Then B thinks there should be something added so he
> >> replies to
> >> > A's mail instead of autoreply mail.
> >> > Now I have 2 different tickets created for the same subject by A and B.
> >> >
> >>
> >> Hi Nilesh,
> >>
> >> The 2nd Email should include an In-Reply-To: header that can be used
> >> to link it to the 1st Email's ticket.
> >>
> >> Regards,
> >> Ken
> >>
> >
> > Does the default RT strip that off? Because I'm not seeing in one recent
> > duplicate created in the manner I described.
> >
> 
> Ah it's hidden inside 'show full headers'. This is interesting. Is there
> some documentation about this header?

Hi,

You can look at the RFC's, but that was the header that provided the most
value in reducing duplicate tickets.

Regards,
Ken