Hi,
I just upgraded from 4.01 to 4.0.17.
I forward requests to an externally company and they reply to the request.
When they replied to the forwarded request the ticket would get updated as a
comment and I use a script to update the owner of the ticket that a comment
has been added.
But since the upgrade when a company replies to the forward ticket they get
a new ticket number. Any Ideas.
Rt Log
[Tue Oct 8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt4/sbin/…/lib/RT/I18N.pm:497)
[Tue Oct 8 11:19:49 2013] [debug]: Encode::Guess guessed encoding: ascii
(/opt/rt4/sbin/…/lib/RT/I18N.pm:497)
[Tue Oct 8 11:19:49 2013] [debug]: Mail from user #77625
(joebloggs@gmail.com)
(/opt/rt4/sbin/…/lib/RT/Interface/Email/Auth/MailFrom.pm:82)
[Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324567 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:173)
[Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324568 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:173)
[Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324569 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:173)
[Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324570 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:173)
[Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324571 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:173)
[Tue Oct 8 11:19:49 2013] [debug]: About to prepare scrips for transaction
#324571 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:177)
[Tue Oct 8 11:19:49 2013] [debug]: Found 3 scrips for TransactionCreate
stage with applicable type(s) Create for txn #324571 on ticket #23010
(/opt/rt4/sbin/…/lib/RT/Scrips.pm:377)
[Tue Oct 8 11:19:49 2013] [debug]: Skipping Scrip #144 because it isn’t
applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:229)
[Tue Oct 8 11:19:49 2013] [debug]: Skipping Scrip #145 because it isn’t
applicable (/opt/rt4/sbin/…/lib/RT/Scrips.pm:229)
[Tue Oct 8 11:19:49 2013] [debug]: Converting ‘utf-8’ to ‘utf-8’ for
text/plain - [company.com #23010] AutoReply: Re: test email
(/opt/rt4/sbin/…/lib/RT/I18N.pm:244)
[Tue Oct 8 11:19:49 2013] [debug]: About to commit scrips for transaction
#324571 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:200)
[Tue Oct 8 11:19:49 2013] [debug]: Committing scrip #189 on txn #324571 of
ticket #23010 (/opt/rt4/sbin/…/lib/RT/Scrips.pm:182)
[Tue Oct 8 11:19:49 2013] [debug]: Calling SetRecipientDigests for
transaction RT::Transaction=HASH(0x7fcb23dc4990), id 324571
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:629)
[Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield To; recipients are
joebloggsobrien@gmail.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:645)
[Tue Oct 8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply:
Re: test email
In-Reply-To:
CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w@mail.gmail.com
References: RT-Ticket-23010@company.com
<201310081108.r98B8o5d014532@helpdesk. mycompany@company.com>
CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g@mail.gmail.com
CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w@mail.gmail.com
Message-ID: rt-4.0.17-16871-1381231189-930.23010-189-0@company.com
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (Request Tracker — Best Practical Solutions)
RT-Originatorjosbloggs@gmail.com
Auto-Submitted: auto-replied
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:652)
[Tue Oct 8 11:19:49 2013] [debug]: Got user mail preference ‘Individual
messages’ for user joebloggsobrien@gmail.com
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:666)
[Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from To:
line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:675)
[Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:6)
[Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield Cc; recipients are
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:645)
[Tue Oct 8 11:19:49 2013] [debug]: Subject: [mycompany.com #23010]
AutoReply: Re: test email
In-Reply-To:
CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w@mail.gmail.com
References: RT-Ticket-23010@company.com
<201310081108.r98B8o5d014532@helpdesk.mycompany@company.com >
CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g@mail.gmail.com
CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w@mail.gmail.com
Message-ID: rt-4.0.17-16871-1381231189-930.23010-189-0@company.com
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (Request Tracker — Best Practical Solutions)
RT-Originator: joebloggs@gmail.com
Auto-Submitted: auto-replied
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:652)
[Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from Cc:
line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:675)
[Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:6)
[Tue Oct 8 11:19:49 2013] [debug]: Working on mailfield Bcc; recipients are
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:645)
[Tue Oct 8 11:19:49 2013] [debug]: Subject: [company.com #23010] AutoReply:
Re: test email
In-Reply-To:
CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w@mail.gmail.com
References: RT-Ticket-23010@company.com
<201310081108.r98B8o5d014532@ mycompany@company.com >
CAOYx2GL_b7UDG8BG4TGiMtzvL9fUjvtwESJw12arUKUoTy5m=g@mail.gmail.com
CAOYx2GLypZSg1vAZXjnHdjvT+BsMRvYkh_gMOQKfwp5w=O-d6w@mail.gmail.com
Message-ID: rt-4.0.17-16871-1381231189-930.23010-189-0@company.com
Precedence: bulk
X-RT-Loop-Prevention: company.com
RT-Ticket: company.com #23010
Managed-BY: RT 4.0.17 (Request Tracker — Best Practical Solutions)
RT-Originator: mycompany@company.com
Auto-Submitted: auto-replied
MIME-Version: 1.0
Content-Transfer-Encoding: 8bit
Content-Type: text/plain; charset=“utf-8”
X-RT-Original-Encoding: utf-8
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:652)
[Tue Oct 8 11:19:49 2013] [debug]: Removing deferred recipients from Bcc:
line (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:675)
[Tue Oct 8 11:19:49 2013] [debug]: Setting deferred recipients for
attribute creation (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:6)
[Tue Oct 8 11:19:49 2013] [debug]: No recipients found for deferred
delivery on transaction #324571
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:697)
[Tue Oct 8 11:19:49 2013] [info]:
rt-4.0.17-16871-1381231189-930.23010-189-0@company.com #23010/324571 -
Scrip 189 Creation of ticket
(/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:285)
[Tue Oct 8 11:19:49 2013] [info]:
rt-4.0.17-16871-1381231189-930.23010-189-0@company.com sent To:
joebloggs@gmai.com (/opt/rt4/sbin/…/lib/RT/Action/SendEmail.pm:316)
[Tue Oct 8 11:19:49 2013] [debug]: Converting ‘utf-8’ to ‘utf-8’ for
text/plain - [company.com #23010] AutoReply: Re: test email
(/opt/rt4/sbin/…/lib/RT/I18N.pm:244)
[Tue Oct 8 11:19:49 2013] [debug]: About to think about scrips for
transaction #324572 (/opt/rt4/sbin/…/lib/RT/Transaction.pm:173)
[Tue Oct 8 11:19:49 2013] [info]: Ticket 23010 created in queue
‘Helpdesk_Team’ by joebloggsobrien@gmail.com
(/opt/rt4/sbin/…/lib/RT/Ticket.pm:694)
[Tue Oct 8 11:19:49 2013] [debug]: Found 0 scrips for TransactionBatch
stage with applicable type(s) Create for txn #324571 on ticket #23010
(/opt/rt4/sbin/…/lib/RT/Scrips.pm:377)
View this message in context: http://requesttracker.8502.n7.nabble.com/User-Replies-to-a-forwarded-requests-and-receives-a-new-ticket-number-after-replying-tp55430.html