[rt-users] When replying to a new ticket a new ticket get created

Martin Petersson martin at uanet.se
Mon Jan 16 09:15:20 EST 2017


Hello Kenneth

Thank you so much for sending me your eBooks, i didn’t expect that, but thank you :)
I don’t think the problem is the reply all from email. We always use reply and not reply all when replying from an email.

When i reply to a new ticket from email it looks like this: Re: [Uanet ärende nr. #34] Test 2
It adds Re: at the beginning but thats ok, right.

And when i receive my answer from RT it looks like this:
[Uanet ärende nr. #35] AutoReply: Re: [Uanet ärende nr. #34] Test 2

Never seen autoreply in the subject?

And here is how it look in RT GUI
[cid:A1F056B1-EB54-4096-8BE5-A6CC5339F925 at uanet.local]

This is the second Request Tracker i setup on our firm. The old one has almost the same settings and it works perfectly on that.

Thankful for your help!


Martin Petersson
IT-Konsult

+46 (0)522 980 28, martin at uanet.se<mailto:martin at uanet.se>, www.uanet.se<http://www.uanet.se/>
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

[cid:A93F8E95-F3FC-464A-AF04-402618F91147 at uanet.local]
<http://www.uanet.se/>
<http://www.uanet.se/>

15 jan. 2017 kl. 21:45 skrev Kenneth Crocker <kenn.crocker at gmail.com<mailto:kenn.crocker at gmail.com>>:

Martin,

You probably used the "Reply All" option , which will do that.

I'm attaching a document I created years ago to help me understand notifications, etc. I'm also including a TOC for an eBook I wrote entitled "Request Tracker for Beginners - A Topical Guide". It's on Amazon for only $9.99.

Once you've read it, I'd be more than happy to answert any questions.

Good Luck.

Kenn

On Sat, Jan 14, 2017 at 2:10 PM, Martin Petersson <martin at uanet.se<mailto:martin at uanet.se>> wrote:
Hello,

Somehow i get the auto reply ticket that the customer receive.
And then when i reply to the ticket it creates a new ticket, whats wrong?

I have Ubuntu latest OS and RT 4.4.1




Martin Petersson
IT-Konsult

+46 (0)522 980 28, martin at uanet.se<mailto:martin at uanet.se>, www.uanet.se<http://www.uanet.se/>
Gustaf Mattssons Väg 2, 451 50 Uddevalla, Orgnr: 556702-4095

<logo-uanet-email.jpg>
<http://www.uanet.se/>
<http://www.uanet.se/>


<RT Correspondence.docx><RT Notifications guide.docx><RT Topical GuideTOC.docx>

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