E-mail sent to RT are not recorded in the tickets

I need help.
When user sends an e-mail to RT with the subject line
[my-domain.com #100] for example, that e-mail is not added to ticket
#100 by RT automatically.
What’s the problem ???
Thank you in advance.

Do they have rights to perform this action?

If the original ticket isn’t updated, does the e-mail message they send
in create a new ticket?From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Aleksandr
Arbitman
Sent: Friday, June 01, 2007 5:44 PM
To: RT Users
Subject: [rt-users] e-mail sent to RT are not recorded in the tickets

I need help.
When user sends an e-mail to RT with the subject line
[my-domain.com #100] for example, that e-mail is not added to ticket
#100 by RT automatically.
What’s the problem ???
Thank you in advance.

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