Email replies to existing tickets created over emaildonot add to existing ticket, bu

**I start by sending an email to requests@myisp.com, and receive a greeting.Subject: [Biology #22] AutoReply: testes est set se tse
Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“testes est set se tse”,
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [Biology #22].
Please include the string:
[Biology #22]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
Thank you,
requests_comment@myisp.com
** I then via email make a normal reply to the ticket
Subject: [Biology #23] AutoReply: RE: [Biology #22] AutoReply: testes est set se tse

Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
"RE: [Biology #22] AutoReply: testes est set se tse ",
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [Biology #23].
Please include the string:
[Biology #23]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
Thank you,
requests_comment@myisp.com
super

Med venlig hilsen/Best regards
Sune K. Bech

From: Department of Biology via RT [mailto:requests_comment@myisp.com]
Sent: 11. november 2009 19:16
To: Sune K. Bech
Subject: [Biology #22] AutoReply: testes est set se tse

Greetings,
This message has been automatically generated in response to the
creation of a trouble ticket regarding:
“testes est set se tse”,
a summary of which appears below.
There is no need to reply to this message right now. Your ticket has been
assigned an ID of [Biology #22].
Please include the string:
[Biology #22]
in the subject line of all future correspondence about this issue. To do so,
you may reply to this message.
Thank you,
requests_comment@myisp.com
Se tse tse t

Med venlig hilsen/Best regards
Sune K. Bech

Fra: rt-users-bounces@lists.bestpractical.com på vegne af Mike Johnson
Sendt: on 11-11-2009 20:33
Til: rt-users@lists.bestpractical.com
Emne: Re: [rt-users] Email replies to existing tickets created over emaildonot add to existing ticket, bu

The only thing I can think of is that your RT name isn’t the same in the subject line… so it thinks the [rtname #rtnumber] isn’t anything related to RT.

Does the new ticket have a subject line that has the tag of the old ticket in it?

By tag I mean the [rtname #rtnumber] in the subject line? or does RT strip that out?

Mike Johnson
Datatel Programmer/Analyst
Northern Ontario School of Medicine
955 Oliver Road
Thunder Bay, ON P7B 5E1
Phone: 807.766.7331
Email: mike.johnson@normed.ca
Technology assistance: email nosmhelpdesk@normed.ca
Technology Emergency Contact (TEC) Mon-Fri, 8am to 5pm excluding stat holidays:
Off campus toll free 1-800-461-8777, option 8, or locally either
(705)-662-7120 or (807)-766-7500

“Sune K. Bech” skbech@bio.ku.dk 11/11/2009 2:00 pm >>>

Hi

I have a problem that is driving me nuts, I have just installed the latest RT, using almost default settings.

When a user writes to requests@myisp.com an ticket gets created and he gets an email greeting reply where the ticket number is in the subject, if the user then replies

to this email he gets a new ticket and a new email reply.

The desired result was that if the user replied to a existing ticket, his reply is added as an comment to the existing ticket.

I have also tried to create an extra email for the comments, called requests_comment@myisp.com and configured the “Reply Address” and “Comment Address” but still no success, I get an new ticket every time.

I am using fetchmail

requests@myisp.com

poll 192.11.11.11

protocol pop3

username requests password Bla Bla

mda “/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://www.myisp.com/rt/

no keep

poll 192.11.11.11

protocol pop3

username requests_comment password Bla Bla

mda “/opt/rt3/bin/rt-mailgate --queue General --action comment --url http://www.myisp.com/rt/

no keep

What am I doing wrong.

Best regards

Sune K. Bech