> -----Original Message----- > From: [EMAIL PROTECTED] > [mailto:[EMAIL PROTECTED] On Behalf > Of Joe Casadonte > Sent: Thursday, August 02, 2007 12:22 PM > To: rt-users > Subject: [rt-users] 3rd party reply on a ticket creates a new ticket > > Using RT 3.6.3.... > > I have the following situation: > > * user A creates a ticket copying list B > * user C (a member of B) replies to the ticket with more information > * a second ticket is created, even though user C's email was tagged > correctly in the subject line > > If user C is directly CC'd (instead of through an email list, > which RT obviously has no way of knowing about), then the > reply goes into the original ticket as desired. Is there a > way to prevent RT from creating a new ticket when anyone > replies to a ticket? > {clip}
Are you certain that User C is replying to the email generated by RT and not to the message that User A cc:ed to the list? We have experienced the same behavior where User A sends a new request directly to RT and CC's many additional users. One or more of those users enter into a debate using 'Reply All' and each and every reply to that exchange of emails lacks the RT subject line prefix and so spawns a raft of new tickets. As a I understand it it's only the lack of a valid subject line prefix that will cause RT to spawn a new ticket. We're looking for a way to have RT just reject messages that it's cc:ed into, period, to avoid this situation. I suspect that would have to occur at the MTA level but I'm not certain how we'd do that as we're using the Sendmail aliases table. Kris Boutilier Information Services Coordinator Sunshine Coast Regional District _______________________________________________ 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
