Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Alex Hall
Yes, the regexp would be in there if you've modified it. Can you just post your entire RT_SiteConfig.pm file (or files if you're using files inside RT_SiteConfig.d)? That might be the best way for us to see what you're working with. On Mon, Jan 16, 2017 at 9:14 AM, Martin Petersson

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Alex Hall
My first thought is that you've modified your $EmailSubjectTagRegex setting. If you have, there may be a mistake in that which is causing a problem. If you have changed it, can you give us its current value? Or disable the change and see if replies start working correctly, then debug the regexp?

[rt-users] Limiting rt-crontool notifications to every n days?

2017-01-16 Thread Alex Hall
Hi all, RT is sending out notifications for old tickets just like we want it to. If a ticket hasn't been updated in seven days and the status is open or new, the owner gets an email every weekday until the ticket is updated. What I'd like to do, though, is have a way of changing that "every

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Martin Petersson
Yes here it is: I have no files in RT_SiteConfig.d/ # # To include a directive here, just copy the equivalent statement # from RT_Config.pm and change the value. We've included a single # sample value below. # # If this file includes non-ASCII characters, it must be encoded in # UTF-8. # # This

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Alex Hall
That looks fine to me, though I'm no expert. I definitely don't see anything that would cause email replies to turn into new tickets. My only other idea is a rights problem, but I don't know RT well enough to know if it's even possible. My thought is that the users emailing replies don't have

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Martin Petersson
Hello, Thank you for your answer. Should $EmailSubjectTagRegex be in RT_SiteConfig.pm? I have renamed the RT site, could that cause anything? Martin Petersson IT-Konsult +46 (0)522 980 28, mar...@uanet.se, www.uanet.se Gustaf Mattssons Väg 2, 451

Re: [rt-users] HTML/Rich Text Article Entries?

2017-01-16 Thread Brett Chambers
Hi, I was just asking because I was interested in upgrading to 4.4 – I’ll need to investigate that carefully on a test system by the sounds of it as am using that in 4.2. The # char at the beginning of a line is for comment (provided it’s not in the very first line

Re: [rt-users] When replying to a new ticket a new ticket get created

2017-01-16 Thread Martin Petersson
Hello Kenneth Thank you so much for sending me your eBooks, i didn’t expect that, but thank you :) I don’t think the problem is the reply all from email. We always use reply and not reply all when replying from an email. When i reply to a new ticket from email it looks like this: Re: [Uanet