Problem Associating New Mail with existing tickets

Dear RT Users,

I am running RT 2.0.6 and it seems to be working flawlessly, with the
exception that it does not associate new email (with exact subject lines) to
existing tickets.

If I send an email to RT and myself with the subject “Help”, then ‘reply to
all’ with the subject “RE: Help”, RT starts a new ticket instead of grouping
it with the existing instance. I thought this was a problem with my
config.pm and/or $rtname, but all seems in order as indicated by the
documentation. Has anyone seen this problem before?

We are on the verge of rolling out RT2 to our international support group,
but of course we are not able to do that until we clear this matter.

Thanks for your help,
George Warnagiris
Network Administrator
Babcock & Brown LP

Debian PPC - 2.2.17
Apache - 1.3.19
MySQL - 3.23.33
All perl modules as required by ‘make testdeps’

This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party. If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message. Babcock & Brown takes measures to
protect the content of its communications. However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.

Wait. are you you saying that the total subject line of your second message is

and includes no RT ticket #? You must include [domain #1234] to have RT
associate mail with the proper ticket.

-jOn Thu, Sep 20, 2001 at 01:54:00PM -0400, George Warnagiris wrote:

Dear RT Users,

I am running RT 2.0.6 and it seems to be working flawlessly, with the
exception that it does not associate new email (with exact subject lines) to
existing tickets.

If I send an email to RT and myself with the subject “Help”, then ‘reply to
all’ with the subject “RE: Help”, RT starts a new ticket instead of grouping
it with the existing instance. I thought this was a problem with my
config.pm and/or $rtname, but all seems in order as indicated by the
documentation. Has anyone seen this problem before?

We are on the verge of rolling out RT2 to our international support group,
but of course we are not able to do that until we clear this matter.

Thanks for your help,
George Warnagiris
Network Administrator
Babcock & Brown LP

Debian PPC - 2.2.17
Apache - 1.3.19
MySQL - 3.23.33
All perl modules as required by ‘make testdeps’

This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party. If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message. Babcock & Brown takes measures to
protect the content of its communications. However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

Thanks Jesse. I didn’t (until now) understand how this aspect of the system
works.

We would like to have RT operate as a member of our help desk email list,
silently keeping statistics on the type and quality of user request
resolutions. If I understand you, this is not possible without RT
generating an auto-response and therefore a subject line that includes the
ticket number.

Is this correct?

Thanks a lot for your help.

GeorgeFrom: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, September 20, 2001 2:04 PM
To: George Warnagiris
Cc: 'rt-users@lists.fsck.com’
Subject: Re: [rt-users] Problem Associating New Mail with existing
tickets

Wait. are you you saying that the total subject line of your second message
is

Subject: Re: Help

and includes no RT ticket #? You must include [domain #1234] to have RT
associate mail with the proper ticket.

-j

Dear RT Users,

I am running RT 2.0.6 and it seems to be working flawlessly, with the
exception that it does not associate new email (with exact subject lines)
to
existing tickets.

If I send an email to RT and myself with the subject “Help”, then ‘reply
to
all’ with the subject “RE: Help”, RT starts a new ticket instead of
grouping
it with the existing instance. I thought this was a problem with my
config.pm and/or $rtname, but all seems in order as indicated by the
documentation. Has anyone seen this problem before?

We are on the verge of rolling out RT2 to our international support group,
but of course we are not able to do that until we clear this matter.

Thanks for your help,
George Warnagiris
Network Administrator
Babcock & Brown LP

Debian PPC - 2.2.17
Apache - 1.3.19
MySQL - 3.23.33
All perl modules as required by ‘make testdeps’

This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party. If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message. Babcock & Brown takes measures to
protect the content of its communications. However, Babcock & Brown
cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party. If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message. Babcock & Brown takes measures to
protect the content of its communications. However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.

Correct. RT is designed to replace that email list.On Thu, Sep 20, 2001 at 02:23:51PM -0400, George Warnagiris wrote:

Thanks Jesse. I didn’t (until now) understand how this aspect of the system
works.

We would like to have RT operate as a member of our help desk email list,
silently keeping statistics on the type and quality of user request
resolutions. If I understand you, this is not possible without RT
generating an auto-response and therefore a subject line that includes the
ticket number.

Is this correct?

Thanks a lot for your help.

George

-----Original Message-----
From: Jesse Vincent [mailto:jesse@bestpractical.com]
Sent: Thursday, September 20, 2001 2:04 PM
To: George Warnagiris
Cc: 'rt-users@lists.fsck.com’
Subject: Re: [rt-users] Problem Associating New Mail with existing
tickets

Wait. are you you saying that the total subject line of your second message
is

Subject: Re: Help

and includes no RT ticket #? You must include [domain #1234] to have RT
associate mail with the proper ticket.

-j

On Thu, Sep 20, 2001 at 01:54:00PM -0400, George Warnagiris wrote:

Dear RT Users,

I am running RT 2.0.6 and it seems to be working flawlessly, with the
exception that it does not associate new email (with exact subject lines)
to
existing tickets.

If I send an email to RT and myself with the subject “Help”, then ‘reply
to
all’ with the subject “RE: Help”, RT starts a new ticket instead of
grouping
it with the existing instance. I thought this was a problem with my
config.pm and/or $rtname, but all seems in order as indicated by the
documentation. Has anyone seen this problem before?

We are on the verge of rolling out RT2 to our international support group,
but of course we are not able to do that until we clear this matter.

Thanks for your help,
George Warnagiris
Network Administrator
Babcock & Brown LP

Debian PPC - 2.2.17
Apache - 1.3.19
MySQL - 3.23.33
All perl modules as required by ‘make testdeps’

This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party. If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message. Babcock & Brown takes measures to
protect the content of its communications. However, Babcock & Brown
cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users


http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.

This email message may contain information that is confidential and
proprietary to Babcock & Brown or a third party. If you are not the
intended recipient, please contact the sender and destroy the original and
any copies of the original message. Babcock & Brown takes measures to
protect the content of its communications. However, Babcock & Brown cannot
guarantee that email messages will not be intercepted by third parties or
that email messages will be free of errors or viruses.

http://www.bestpractical.com/products/rt – Trouble Ticketing. Free.