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: 807.766.7331 Email: mike.john...@normed.ca Technology assistance: email nosmhelpd...@normed.ca 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" <skb...@bio.ku.dk> 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 reque...@myisp.com 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_comm...@myisp.com and configured the “Reply Address” and “Comment Address” but still no success, I get an new ticket every time. I am using fetchmail # reque...@myisp.com 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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