Replies to emails open new ticket

RT Users
1

Hello,

Any replies to an RT email creates a new ticket instead of putting a
comment or reply into the same ticket. I’ve tried a number of
different ways of formatting the subject line, including leading
"re:", no prefixing, etc.

Anyone seen this, and/or have a solution or suggestions?

Thanks,
-j

2

James,

  First of all, make sure they are clicking "Reply" and NOT

“ReplyAll”. If they click “ReplyAll”, then they need to make sure that
the RT Queue email address is “Bcc”. Second, kake sure the reference
(XXX.XXX #ticket number] is in the subject line. That should do it. Hope
this helps.

Kenn
LBNLOn 8/4/2008 9:15 AM, James Downs wrote:

Hello,

Any replies to an RT email creates a new ticket instead of putting a
comment or reply into the same ticket. I’ve tried a number of
different ways of formatting the subject line, including leading
“re:”, no prefixing, etc.

Anyone seen this, and/or have a solution or suggestions?

Thanks,
-j

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3

Hello,

Any replies to an RT email creates a new ticket instead of putting a
comment or reply into the same ticket. I’ve tried a number of
different ways of formatting the subject line, including leading
“re:”, no prefixing, etc.

Anyone seen this, and/or have a solution or suggestions?

Most often, that’s the result of something going screwy with your
$rtname or your $EmailSubjectTagRegex.

Can you send the output of “Configuration → Tools → System
configuration” from RT’s admin ui?

4

Most often, that’s the result of something going screwy with your
$rtname or your $EmailSubjectTagRegex.

That was enough to help me find the problem. The ESTR worked in the
previous version, and not in this one.

What had you set it to? Is there a way we could bullet-proof it for
users?

5

What had you set it to? Is there a way we could bullet-proof it for
users?

It had been: Set($EmailSubjectTagRegex, qr/\Q$rtname\E/i );

I inherited the configuration, and was only finding configuration
problems after the upgrade.

-j