Email replies to existing tickets created over email do not add to existing ticket, but create a new.

[Sune K. Bech]

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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 requests@... 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 requests_comment@... and configured the “Reply Address” and “Comment Address” but still no success, I get an new ticket every time.

 

I am using fetchmail  

 

# requests@...

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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[Ken Crocker]

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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 requests@... 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 requests_comment@... and configured the “Reply Address” and “Comment Address” but still no success, I get an new ticket every time.

 

I am using fetchmail  

 

# requests@...

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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Community help: http://wiki.bestpractical.com
Commercial support: sales@...


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[Mike Johnson-17]

The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT.

 

Does the new ticket have a subject line that has the tag of the old ticket in it?

 

By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out?

 

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: [phone]
Email: mike.johnson@...

Technology assistance: email nosmhelpdesk@...
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

>>> "Sune K. Bech" <skbech@...> 11/11/2009 2:00 pm >>>

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 requests@... 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 requests_comment@... and configured the “Reply Address” and “Comment Address” but still no success, I get an new ticket every time.

 

I am using fetchmail  

 

# requests@...

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

 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@...


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

[Sune K. Bech]

**I start by sending an email to requests@..., and receive a greeting.
---------------------------------------------------------------------------
Subject:   [Biology #22] AutoReply: testes est set se tse  
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "testes est set se tse",
a summary of which appears below.
There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Biology #22].
Please include the string:
         [Biology #22]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
                        Thank you,
                        requests_comment@...
---------------------------------------------------------------------------
** I then via email make a normal reply to the ticket
---------------------------------------------------------------------------
Subject:   [Biology #23] AutoReply: RE: [Biology #22] AutoReply: testes est set se tse
 
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "RE: [Biology #22] AutoReply: testes est set se tse ",
a summary of which appears below.
There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Biology #23].
Please include the string:
         [Biology #23]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
                        Thank you,
                        requests_comment@...
-------------------------------------------------------------------------
super

Med venlig hilsen/Best regards
Sune K. Bech

-----Original Message-----
From: Department of Biology via RT [mailto:requests_comment@...]
Sent: 11. november 2009 19:16
To: Sune K. Bech
Subject: [Biology #22] AutoReply: testes est set se tse

Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
        "testes est set se tse",
a summary of which appears below.
There is no need to reply to this message right now.  Your ticket has been
assigned an ID of [Biology #22].
Please include the string:
         [Biology #22]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
                        Thank you,
                        requests_comment@...
-------------------------------------------------------------------------
Se tse tse t
 
Med venlig hilsen/Best regards
Sune K. Bech
 
 
 
 
 

________________________________

Fra: rt-users-bounces@... på vegne af Mike Johnson
Sendt: on 11-11-2009 20:33
Til: rt-users@...
Emne: Re: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu


The only thing I can think of is that your RT name isn't the same in the subject line... so it thinks the [rtname #rtnumber] isn't anything related to RT.
 
Does the new ticket have a subject line that has the tag of the old ticket in it?
 
By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out?
 
Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON   P7B 5E1
Phone: [phone]
Email: mike.johnson@...
Technology assistance: email nosmhelpdesk@...
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500



>>> "Sune K. Bech" <skbech@...> 11/11/2009 2:00 pm >>>


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 requests@... 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 requests_comment@... and configured the "Reply Address" and "Comment Address" but still no success, I get an new ticket every time.

 

I am using fetchmail  

 

# requests@...

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

 

_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@...


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com