[rt-users] outgoing email comments stripped from "Re" in the subject line

Kevin Falcone falcone at bestpractical.com
Mon Mar 5 17:58:11 EST 2012


On Mon, Mar 05, 2012 at 05:24:14PM -0500, Goran Marik wrote:
> Thanks. I'll ask the other sysadmins if they changed something in
> the email pipeline, but I doubt that. We use Exchange 2010 as
> smarthost and no email processing on postfix on the RT host at all.
> When I'm checking the details for the outgoing email in RT, on
> ticket history -> RT_System - Outgoing email about a comment
> recorded  -> Show, I can see the stripped subject in the email
> headers that are generated by RT
> 
> Our 4.0.5 setup is not "clean" though, it is semi-in-place with RT4
> from debian backports and the DB upgrade from 3.8.3 that we run in
> production. For sure we have this problem on 3.8.3 which is more or
> less clean setup, with just AD integration and no other plug-ins,

There were some bugfixes in this area back in 3.8, you should compare
a clean 4.0.5's Admin Comment template to your own upgraded Template
and see if something is broken there.

-kevin


> On 05/03/12 04:53 PM, Alex Vandiver wrote:
> >On Mon, 2012-03-05 at 21:34 +0000, Goran Marik wrote:
> >>We have some problems with tickets that contain "Re" in the subject
> >>line - like "Remark", "Request", etc. When replying from the
> >>web-interface, RT will strip the "Re" in the first word in the subject
> >>line for the outgoing email, so "Request for help" becomes "quest for
> >>help", etc. While not a major issue, we still had several users
> >>complaining on this,
> >
> >I can't replicate this on a clean RT 4.0.5 install, and I'm not aware of
> >any such subject munging in RT.  I suspect something later in your mail
> >handling is doing this removal.
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