Rueben,
I don't know. never messed with it. I see all this stuff in the list so
I don't mess with it if I can help it, especially the mail part of it.
Kenn
Rueben Gooch wrote:
Kenneth,
I do not have the ParseNewMessageForTicketCcs set to true so the
RTAddressRegexp is not even being used. Will setting this prevent this
from happening? If so is the format for the RTAddressRegexp
'[EMAIL PROTECTED],au$' ? Can this key have multiple values?
Thanks,
Rueben
Kenneth Crocker wrote:
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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