James,
First of all, make sure they are clicking "Reply" and NOT
"ReplyAll". If they click "ReplyAll", then they need to make sure that
the RT Queue email address is "Bcc". Second, kake sure the reference
(XXX.XXX #ticket number] is in the subject line. That should do it. Hope
this helps.
Kenn
LBNL
On 8/4/2008 9:15 AM, James Downs wrote:
> Hello,
>
> Any replies to an RT email creates a new ticket instead of putting a
> comment or reply into the same ticket. I've tried a number of
> different ways of formatting the subject line, including leading
> "re:", no prefixing, etc.
>
> Anyone seen this, and/or have a solution or suggestions?
>
> Thanks,
> -j
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