That's the behavior I want. My problem is that the email then stays in the inbox or imap subfolder without being deleted. This causes RT to make a new ticket from that same email over and over again, since it always thinks it's a new message, even though it already processed it.
On Wed, Sep 7, 2016 at 2:08 PM, Kenneth Crocker <[email protected]> wrote: > Alex, > > In order for RT to know NOT to create a new email, there is supposed to be > a reference to an existing ticket number in the subject or something like > that. If people are just sending emails to RT with no referring ticket > number, RT will think it is a new ticket request. > > Kenn > > On Wed, Sep 7, 2016 at 10:13 AM, Alex Hall <[email protected]> wrote: > >> Hi all, >> I just ran into a very odd problem. I opened a ticket via email, which >> worked. But I then saw three more tickets open from that same email, each >> at the next mail polling. I haven't seen this problem before, and I don't >> know where to look to tell RT what to do with fetched emails. As I said, I >> only just started seeing this, which means I must have changed something. >> All I did was add a few more queues to my fetchmailrc file, though. Are >> there fetchmail options I should add, or is this an RT setting? If the >> latter, is it in the web UI or somewhere in a configuration file? Thanks >> for any help. >> >> -- >> Alex Hall >> Automatic Distributors, IT department >> [email protected] >> >> --------- >> RT 4.4 and RTIR training sessions, and a new workshop day! >> https://bestpractical.com/training >> * Boston - October 24-26 >> * Los Angeles - Q1 2017 >> > > -- Alex Hall Automatic Distributors, IT department [email protected]
--------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Boston - October 24-26 * Los Angeles - Q1 2017
