Using RT 4.0.17
Occasionally we have an instance where the ticket requestor forwards a
reply from us to a third party to ask them to comment on something in
the ticket. The third party then replies to the email including our
address and leaving the subject intact so it has the RT ticket id string
We don’t have permissions enabled for the Everyone group to be able to
reply to tickets so the email from the third party is bounced back with
the appropriate error telling them they don’t have permission to add to
Rather than this we would like RT to create a new ticket which we can
then link/merge with the existing ticket.
A search has not revealed whether this is possible and, if so, how to
make this the default behaviour.
Has anybody configured RT to work this way?
Andrew Batey Computer Officer,Institute of Astronomy,Cambridge
Tel. +44 (0) 1223 766662 (work) http://www.ast.cam.ac.uk/