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

2017-01-31 Thread Martin Petersson
Hello Chris Thank you so much for answering. Yes we have åäö in Sweden. I reverted back to english on the templates if you mean thats where i should change? Because it was the only place where i changed from english to swedish but then i noticed that i had this in the subject tag on the queue

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

2017-01-30 Thread Chris McClement
Hi Martin I think the problem might be that you are using non-English characters in the ticket identifier. In New Zealand, Maori words have some special characters called macrons. They are used with vowels to specify the length of the vowel sound. Our service is called "Kotui" but there is meant

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

2017-01-17 Thread Martin Petersson
Well i have looked at the rights. I have created a group called support and gave all the necessary access and for the group All in general rights i gave them access to everything, comment, register new tickets, create tickets and so on. Really strange, anyone have any more ideas? Martin

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] 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

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
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
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?