Hello- So we do a lot of our RT work here via email. We're running rt-3.6.5 with RTFM on Ubuntu Server 7.10. If someone replies to a thread, it will open up a new ticket, so then it makes it difficult to track down the original ticket.
Example. queue name is [EMAIL PROTECTED] All our email is handled on our Exchange server. the RT box polls the Exchange server every minute via fetchmail, here's a snippet of the /root/.fetchmailrc username [EMAIL PROTECTED] password 'something' mda "/opt/rt3/bin/rt-mailgate --queue 'Department Projects' --action correspond --url http://internal.ticketing.server"; username [EMAIL PROTECTED] password 'somethingelse' mda "/opt/rt3/bin/rt-mailgate --queue 'Department Projects' --action comment --url http://internal.ticketing.server"; So if I send an email to [EMAIL PROTECTED] with subject "ticket for foo" It will create a ticket. If someone else replies, even with the same subject, another ticket will be created. I tried applying the patch here: http://wiki.bestpractical.com/view/InReplyToParsing but sinec that's for an older version of RT (3.4 vs. 3.6.5) I managed to apply it but then no emails were being sent out at all (so not a valid solution) Sorry if I'm beign unclear, I'm trying as best I can to describe the issue as clearly as possible. Thanks -- Josh _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users SAVE THOUSANDS OF DOLLARS ON RT SUPPORT: If you sign up for a new RT support contract before December 31, we'll take up to 20 percent off the price. This sale won't last long, so get in touch today. Email us at [EMAIL PROTECTED] or call us at +1 617 812 0745. 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
