Patrick,
That parameter has not changed at our site since, forever, and our
e_mail requests/responses have always been fine except in the situations
I mentioned.
Kenn
LBNL
Patrick Morris wrote:
On Wed, 26 Jul 2006, Kenneth Crocker wrote:
Rueben,
If the RT ticket number is different each time it repeats, then we
just had the same problem this morning. Our mailgate and mailserver, et al
were fine. Our problem had to do with the way a person responds to the
E_mail. We instruct our users to be sure that the RT ticket number is
referenced in the subject line so replies to an RT E_mail has a
reference to the existing ticket and won't try to create a new one. We
also tell them that if they are gonna respond "reply all" with RT in the
"CC" or "To" fields, that RT will create another ticket. We are also
thinking that if a person responding DID have the RT Ticket number in
the E_mail subject line, but did not have the "ReplyToTicket" authority
for the Queue where the referenced ticket, that RT will also create
another ticket. The last reason is still up in the air for us. Anyone?
Kenn
LBNL
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.
When I've seen this sort of thing (which, granted, hasn't been often),
it's been because of a misconfiguration of the RTAddressRegexp
parameter.
If someone send a message to RT at an address that doesn't match that
regex, it'll cause RT to send a CC to that same address with the ticket,
which can end up opening a new ticket, which will make RT send a CC to
it, etc.
What's that set to, and is it correct?
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