Hi everyone. I got some issue about reply mail, some answer (to a mail come from RT) create a new ticket instead to be merge to the original ticket.
I would like to known which header is use by RT to see it's a new mail or a old ticket. I find in a mail header References: <RT-Ticket-***@obspm.fr> Message-ID: <rt-********@obspm.fr> X-RT-Loop-Prevention: support.obspm.fr X-RT-Ticket: support.obspm.fr #28939 X-Managed-BY: RT 4.2.12 (http://www.bestpractical.com/rt/) X-RT-Originator: [email protected] Are they all be used or only X-RT-Ticket is used ? Regards. JAS -- Albert SHIH DIO bâtiment 15 Observatoire de Paris 5 Place Jules Janssen 92195 Meudon Cedex France Téléphone : +33 1 45 07 76 26/+33 6 86 69 95 71 xmpp: [email protected] Heure local/Local time: lun 2 mai 2016 16:04:13 CEST --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
