Hi, I just upgraded from 4.01 to 4.0.17.
I forward requests to an externally company and they reply to the request. When they replied to the forwarded request the ticket would get updated as a comment and I use a script to update the owner of the ticket that a comment has been added. But since the upgrade when a company replies to the forward ticket they get a new ticket number. Any Ideas. Rt Log [Tue Oct 8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:497) [Tue Oct 8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii (/opt/rt4/sbin/../lib/RT/I18N.pm:497) [Tue Oct 8 11:19:49 2013] [debug]: Mail from user #77625 ([email protected]) (/opt/rt4/sbin/../lib/RT/Interface/Email/Auth/MailFrom.pm:82) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324567 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324568 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324569 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324570 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [debug]: About to prepare scrips for transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:177) [Tue Oct 8 11:19:49 2013] [debug]: Found 3 scrips for TransactionCreate stage with applicable type(s) Create for txn #324571 on ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:377) [Tue Oct 8 11:19:49 2013] [debug]: Skipping Scrip #144 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Tue Oct 8 11:19:49 2013] [debug]: Skipping Scrip #145 because it isn't applicable (/opt/rt4/sbin/../lib/RT/Scrips.pm:229) [Tue Oct 8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [company.com #23010] AutoReply: Re: test email (/opt/rt4/sbin/../lib/RT/I18N.pm:244) [Tue Oct 8 11:19:49 2013] [debug]: About to commit scrips for transaction #324571 (/opt/rt4/sbin/../lib/RT/Transaction.pm:200) [Tue Oct 8 11:19:49 2013] [debug]: Committing scrip #189 on txn #324571 of ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:182) [Tue Oct 8 11:19:49 2013] [debug]: Calling SetRecipientDigests for transaction RT::Transaction=HASH(0x7fcb23dc4990), id 324571 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:629) [Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield To; recipients are [email protected] (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [Tue Oct 8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply: Re: test email From: "Helpdesk Support Queue via RT" <[email protected]> Reply-To: [email protected] In-Reply-To: <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com> References: <[email protected]> <201310081108.r98B8o5d014532@helpdesk. [email protected]> <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g...@mail.gmail.com> <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com> Message-ID: <[email protected]> Precedence: bulk X-RT-Loop-Prevention: company.com RT-Ticket: company.com #23010 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) [email protected] Auto-Submitted: auto-replied To: [email protected] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652) [Tue Oct 8 11:19:49 2013] [debug]: Got user mail preference 'Individual messages' for user [email protected] (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:666) [Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from To: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6) [Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield Cc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [Tue Oct 8 11:19:49 2013] [debug]: Subject: [mycompany.com #23010] AutoReply: Re: test email From: "Helpdesk Support Queue via RT" < [email protected] > Reply-To: [email protected] In-Reply-To: <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com> References: <[email protected]> <[email protected][email protected] > <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g...@mail.gmail.com> <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com> Message-ID: <[email protected]> Precedence: bulk X-RT-Loop-Prevention: company.com RT-Ticket: company.com #23010 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: [email protected] Auto-Submitted: auto-replied To: [email protected] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652) [Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from Cc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6) [Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield Bcc; recipients are (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:645) [Tue Oct 8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply: Re: test email From: "Helpdesk Support Queue via RT" < [email protected] > Reply-To: [email protected] In-Reply-To: <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com> References: <[email protected]> <201310081108.r98B8o5d014532@ [email protected] > <CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g...@mail.gmail.com> <CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=o-...@mail.gmail.com> Message-ID: <[email protected]> Precedence: bulk X-RT-Loop-Prevention: company.com RT-Ticket: company.com #23010 Managed-BY: RT 4.0.17 (http://www.bestpractical.com/rt/) RT-Originator: [email protected] Auto-Submitted: auto-replied To: [email protected] MIME-Version: 1.0 Content-Transfer-Encoding: 8bit Content-Type: text/plain; charset="utf-8" X-RT-Original-Encoding: utf-8 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:652) [Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from Bcc: line (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:675) [Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for attribute creation (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:6) [Tue Oct 8 11:19:49 2013] [debug]: No recipients found for deferred delivery on transaction #324571 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:697) [Tue Oct 8 11:19:49 2013] [info]: <[email protected]> #23010/324571 - Scrip 189 Creation of ticket (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285) [Tue Oct 8 11:19:49 2013] [info]: <[email protected]> sent To: [email protected] (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316) [Tue Oct 8 11:19:49 2013] [debug]: Converting 'utf-8' to 'utf-8' for text/plain - [company.com #23010] AutoReply: Re: test email (/opt/rt4/sbin/../lib/RT/I18N.pm:244) [Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for transaction #324572 (/opt/rt4/sbin/../lib/RT/Transaction.pm:173) [Tue Oct 8 11:19:49 2013] [info]: Ticket 23010 created in queue 'Helpdesk_Team' by [email protected] (/opt/rt4/sbin/../lib/RT/Ticket.pm:694) [Tue Oct 8 11:19:49 2013] [debug]: Found 0 scrips for TransactionBatch stage with applicable type(s) Create for txn #324571 on ticket #23010 (/opt/rt4/sbin/../lib/RT/Scrips.pm:377) -- View this message in context: http://requesttracker.8502.n7.nabble.com/User-Replies-to-a-forwarded-requests-and-receives-a-new-ticket-number-after-replying-tp55430.html Sent from the Request Tracker - User mailing list archive at Nabble.com. -- RT Training in New York, October 8th and 9th: http://bestpractical.com/training
