I have an interesting problem.
One of my vendors uses RT, as do I. When I send a request to the
vendor, I do so through my instance of RT, putting myself (or whatever
employee made the verbal request to me) as the requester and the
vendor's mailgate address as a CC:.
The vendor gets a ticket generated in his queue as expected, but I get
no "Thank you for contacting" message from his machine giving me his
ticket number.
E-mails that I send to his mailgate from outside of RT are answered
instantly, returning the On Create message like I expect. Any
subsequent correspondence from him (through his RT) triggers a copy sent
into my RT ticket, and I can send replies back through my RT to his
instance.
Something is obviously amiss here -- his RT instance seems to become
somewhat befuddled by my ticket's "[myexampledomain.com #xxxx] subject."
Something in the "On Create trigger" is not working as expected.
Before I start digging into the source (and I'm no Perl guru) to figure
out why this is, can anyone offer the reason?
Thank you for your suggestions.
Barry
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