Hello, banging my head against a wall here over such a simple problem, i cant figure out if I’ve hit some obvious bug.
When a client emails a queue, they receive a autoresponse / reply with the following subject:
[xxxxx Accounts #29] AutoReply: new ticket
When they reply to the autoresponse, say to add additional information, rt-mailgate creates a new ticket everytime, its like RT isn’t picking up on the fact that there is a ticket already.
Running RT 4.4.3
Mostly default settings.
Have configured unprivileged users to have access to comment/create tickets
I have setup fetchmail with the following settings:
cset daemon 30
set logfile /var/log/fetchmail.log
poll imap.gmail.com with proto IMAP
user ‘firstname.lastname@example.org’ with password ‘xxxxx’ no idle ssl mda “/opt/rt4/bin/rt-mailgate --queue ‘Accounts’ --action correspond --url http://support.xxx.co.uk --debug”
I’m not sure where else to look for this, it seems such a fundamentally simple yet broken thing i have at the moment
Any guidance much appreciated, can post more configs / logs here on request!