It was just brought to my attention that very infrequently, when a user
replies to a ticket in the Web interface, the /wrong/ attachment is used.
i.e. A customer (we’re an ISP) submits a ticket to firstname.lastname@example.org. One
of our CSRs takes the ticket, hits reply, types his reply, and hits Submit.
Unfortunately, the quoted body is from the /wrong/ ticket.
I’m not sure if this goes back to an rt2-to-rt3 problem (we used 1.14, I
I also don’t know what I’m looking for in the database. The ticket that
wrongly quoted was 39233, and the ticket that had its content quoted was
39233 is a MIME message, with a text/plain and a text/html attachment. I
can reliably hit ‘Reply’ on the /first/ attachment on the web interface, and
always bring up the /second/ attachment from 33658.
Help? Please? Even pointers as to what to look for in the database (MySQL
4.x) would help me.