Reply to old ticket from another RT

1

Hi,

We got some new groups of requestors who use another RT maintain by other people, the plan is make them use a our RT.
We don’t need any history so on our RT configuration that would be easy. They are only one point, some requestors have the habit to answer a old ticket (so from the another RT) and just change the email address.

For some reason I not sure I understand (the Reference does’nt match) when requestor do that, the message end up in our system in the following of a existent ticket.
So let’ s say the «another RT» called RT-OLD and the new one is RT.
In the exchange with RT-OLD the Reference look like


References: <RT-Ticket-[0-9][0-9]*@RT-OLD>
X-RT-Ticket: RTOLD #1234

and the new one

References: <RT-Ticket-[0-9][0-9]*@RT>
X-RT-Ticket: RT #1234567

When a requestor send a email he going to answer a old ticket and that going to update the ticket 1234 in the RT (meaning a ticket very very old)

Is they are any way to avoid that ?
Currently I’m using a procmail to discard any email with the Reference who match the RTOLD.

But maybe they are a better way to do that.

Regards

2

Hi Albert.

As far as I remember RT decides based on the email’s subject to append to an exisiting ticket or creating a new one. So if the subject-lines RT ans RT-OLD share the same tag RT will append to unwanted tickets.

The email-handling is to far away from my knowledge to know it really. You have to validate this.

At our site there is a wrapper-script called by procmail to do some preparation to the email. It calls the rt-mailgate and our admins do some magic to the emails first. If the subject is the reason a wrapper could remove the tag.

Just for the future or additional: Maybe you want to protect old tickets in RT from reopening. It does not solve your actual problem but handles requestors with large email-history from ropening old tickets with new issues.

regards.