[rt-users] Emails causing duplicate tickets?

Alex Hall ahall at autodist.com
Wed Sep 7 15:31:50 EDT 2016


That's the behavior I want. My problem is that the email then stays in the
inbox or imap subfolder without being deleted. This causes RT to make a new
ticket from that same email over and over again, since it always thinks
it's a new message, even though it already processed it.

On Wed, Sep 7, 2016 at 2:08 PM, Kenneth Crocker <kenn.crocker at gmail.com>
wrote:

> Alex,
>
> In order for RT to know NOT to create a new email, there is supposed to be
> a reference to an existing ticket number in the subject or something like
> that. If people are just sending emails to RT with no referring ticket
> number, RT will think it is a new ticket request.
>
> Kenn
>
> On Wed, Sep 7, 2016 at 10:13 AM, Alex Hall <ahall at autodist.com> wrote:
>
>> Hi all,
>> I just ran into a very odd problem. I opened a ticket via email, which
>> worked. But I then saw three more tickets open from that same email, each
>> at the next mail polling. I haven't seen this problem before, and I don't
>> know where to look to tell RT what to do with fetched emails. As I said, I
>> only just started seeing this, which means I must have changed something.
>> All I did was add a few more queues to my fetchmailrc file, though. Are
>> there fetchmail options I should add, or is this an RT setting? If the
>> latter, is it in the web UI or somewhere in a configuration file? Thanks
>> for any help.
>>
>> --
>> Alex Hall
>> Automatic Distributors, IT department
>> ahall at autodist.com
>>
>> ---------
>> RT 4.4 and RTIR training sessions, and a new workshop day!
>> https://bestpractical.com/training
>> * Boston - October 24-26
>> * Los Angeles - Q1 2017
>>
>
>


-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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