Look in the mail headers of the message-it is possible that the user account has an autoresponder that is replying to RT, re-opening the ticket each time you send mail that you have closed the ticket.
In my procmail configuration I have: *!^From:.*remedy *!^X-Loop: autoreply *!^X-RT-Loop-Prevention: SLAC-TIS *!^Subject: Out of Office AutoReply: Which prevents common looping mails from going to RT, if you aren't using procmail, I'm not sure how to remove these things, but you want to do something similar...if that's the cause of your problem. Of course, it might be something totally different, that's just the first thing I thought of. Good luck, Travis Travis C. Brooks SPIRES Scientific Databases Manager Stanford Linear Accelerator Center http://www.slac.stanford.edu/spires On Wed, 26 Jul 2006, Rueben wrote: > Greetings, > I am using version 3.4.2 of Request Tracker and the system has been running > fine for that last 6 months. 2 days ago one of our end-users sent an email > request to our helpdesk and it keeps repeating even after we resolved the > ticket. I have has to stop the mta to keep it from sending the email I have > looked through the archives and and have not found any reference to this > problem except 1 and it stated to resolve the ticket and it fixed their > problem.. I really would like to open my hepdesk back up but I do not have > any idea where to start to troubleshoot this problem. ANY HELP WOULD BE > DEEPLY APRECIATED! > > Thanks, > Rueben > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Community help: http://wiki.bestpractical.com > Commercial support: [EMAIL PROTECTED] > > > Discover RT's hidden secrets with RT Essentials from O'Reilly Media. > Buy a copy at http://rtbook.bestpractical.com > > > We're hiring! Come hack Perl for Best Practical: > http://bestpractical.com/about/jobs.html > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: [EMAIL PROTECTED] Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com We're hiring! Come hack Perl for Best Practical: http://bestpractical.com/about/jobs.html
