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?
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.
On Aug 4, 2008, at 12:15 PM, 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
On Mon, Aug 04, 2008 at 10:02:15AM -0700, James Downs wrote:
On Aug 4, 2008, at 9:36 AM, Jesse Vincent wrote:
Most often, that's the result of something going screwy with your
$rtname or your $EmailSubjectTagRegex.
That was enough to help me find the problem. The ESTR worked in the
On Aug 4, 2008, at 10:08 AM, Jesse Vincent wrote:
What had you set it to? Is there a way we could bullet-proof it for
users?
It had been: Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );
I inherited the configuration, and was only finding configuration
problems after the upgrade.
-j
