Sune,
Tell the user to NOT use the "Reply All", but the "Reply" only.
Additionally, if they make sure that the RT email address is a "Bcc" or
"cc" that will keep a new ticket from being created.
Kenn
LBNL
On 11/11/2009 11:00 AM, Sune K. Bech wrote:
Hi
I have a problem that is driving me nuts, I have just installed the
latest RT, using almost default settings.
When a user writes to [email protected] an ticket gets created and he
gets an email greeting reply where the ticket number is in the
subject, if the user then replies
to this email he gets a new ticket and a new email reply.
The desired result was that if the user replied to a existing ticket,
his reply is added as an comment to the existing ticket.
I have also tried to create an extra email for the comments, called
[email protected] <mailto:[email protected]> and
configured the "Reply Address" and "Comment Address" but still no
success, I get an new ticket every time.
I am using fetchmail
# [email protected]
poll 192.11.11.11
protocol pop3
username requests password Bla Bla
mda "/opt/rt3/bin/rt-mailgate --queue General --action correspond
--url http://www.myisp.com/rt/";
no keep
poll 192.11.11.11
protocol pop3
username requests_comment password Bla Bla
mda "/opt/rt3/bin/rt-mailgate --queue General --action comment --url
http://www.myisp.com/rt/";
no keep
What am I doing wrong.
Best regards
Sune K. Bech
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