Hi, I've got an opposite problem: when I make a mail reply or forward, it doesn't matter whether I change the subject (remove RT ID from it) or not. And the mail is attached to the original ticked, although I wanted to create a new one. It appears to me that RT is using the "References" part in the header and the mail subject.
Problem is that if you forward the mail outside RT and change subject, nobody then normally knows that it came from RT and therefore if you then send such a mail back to RT, it would be routed elsewhere, than you intended. I don't know whether it's the default behaviour or it's some hack from my predecessor administrators. So, could someone write here, what is the decision process in RT that takes place for a mail to create new ticket or attaching it to an existing one? Thank you, Petr On 2.5.2016 16:07, Albert Shih wrote: > 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 > -- +-------------------------------------------------------------------+ Petr Hanousek e-mail: [email protected] MetaCentrum User Support phone: +420 950 072 112 CESNET z.s.p.o. mobile: +420 606 665 139 location: Zikova 13a, Praha room: 32b Czech Republic +-------------------------------------------------------------------+ --------- RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Los Angeles - September, 2016
