Ticket reply issues

RT Users
1

I am having problems with certain individuals not being able to properly
reply to a ticket once it is created.

In this instance when I ticket is open an admin of the queue responds
and a new ticket is created. The admin simply clicks reply and the
subject contains the correct information between the brackets in the
subject line. I have included the headers below. Any ideas? I assume
the reere of @example.com probably isn’t correct.

MIME-Version: 1.0
In-Reply-To: CABoYp6PTqQuWqz_2-mywBMS-LDPtK1tCeTUaZbj=_xxx-hcTVg@mail.xxxxx.com
X-Mailer: MIME-tools 5.427 (Entity 5.427)
Content-Disposition: inline
References: RT-Ticket-388@example.com RT-Ticket-384@example.com
0CF0D76B-6DBF-4330-B1CC-865AED98314F@psu.edu
rt-3.8.10-6284-1376575355-1034.384-7-0@example.com
CABoYp6OOtgwSzRb1-FKPN4oSCL=f96qnYCnePFf0Of6XexTtpQ@mail.xxxx.com
CABoYp6ORTRYEinKmgfnX59Gc9bV_v7Ke6dt6un6xWNt5FSipOw@mail.xxxx.com
rt-3.8.10-13494-1376927913-1078.388-6-0@example.com
CABoYp6PTqQuWqz_2-mywBMS-LDPtK1tCeTUaZbj=_jW7-hcTVg@mail.xxxx.com
Content-Type: text/html; charset=“UTF-8”
Message-ID: rt-3.8.10-16643-1376928170-559.391-0-0@example.com
Content-Transfer-Encoding: binary
X-RT-Original-Encoding: utf-8
RT-Send-CC:
Content-Length: 3586

2

I am having problems with certain individuals not being able to
properly reply to a ticket once it is created.

In this instance when I ticket is open an admin of the queue
responds and a new ticket is created. The admin simply clicks reply
and the subject contains the correct information between the
brackets in the subject line. I have included the headers below.
Any ideas? I assume the reere of @example.com probably isn’t
correct.

I don’t see a Subject in your headers, but your headers also refer to
two separate tickets (384 and 388) so clearly you have a few things
going on.

You should also have them reply and watch debug logs from RT.

-kevin