[rt-users] How RT know it's new or not ticket

[Albert Shih]

Hi,

I would like to know on which header/subject RT know a incomming mail
(throught rt-mailgate) is a answer to a old ticket.

I ask that because I got this problem :

  2 queues on our RT. One open « A », one « B » mostly close strict

  A ticket is created in B.

  Some user (rt user) forward the message from RT to user X.

  X answer to this message, but he not allow to answer on this queue (he's
  not a Cc).

  So RT answer to X with a « permission denied » message.

  X try to forward (yes a true forward throught the mta) this message
  to queue A and also get a permission denied.

  I check inside the log of RT, and see the RT still think the forwarded
  message is a answer to queue B.

Regards.

JAS



--
Albert SHIH
DIO bâtiment 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas at obspm.fr
Heure local/Local time:
mer 22 jui 2016 14:53:15 CEST