First time poster here. Frequently we have users CC our help desk email address (so the support team stays in the loop) when emailing others. As a result, through the process of emailing and ‘reply all’, our RT system generates many duplicate tickets.
It was suggested to try a MapToExistingTicket plugin extension as it would handle duplicate tickets with the same subject and also Re: (Re: Re: Re:) etc.
I’ve installed the plugin following README instructions, added the local_attachments1 index to the attachments table, updated RT_SiteConfig.pm with the extension, sudo rm -rf /opt/rt4/var/mason_data/obj, and restarted httpd.
However, when I test the extension by generating an email (using the mail -s command) and subsequent emails using the same subject or re: , I am still getting just as many duplicate emails.
I’m hoping someone might have a suggestion to either troubleshoot the plugin or offer up alternative solutions? Ultimately I think it could be fixed at the source with better user training but we have many users that may or may not follow the help desk team’s advice.
Thanks in advance!