<p dir="ltr">On 31-Oct-2016 7:10 PM, "Alex Hall" <<a href="mailto:ahall@autodist.com">ahall@autodist.com</a>> wrote:<br>
><br>
> Hey all,<br>
> I made a custom template with mailto: links in it, that comes from <a href="mailto:noreply@example.com">noreply@example.com</a>. The mailto: links populate the to: and subject: fields of the new message as they should, and when the new email is sent, a comment appears on the ticket. At least, if the user does this from the Gmail website (our domain mail is handled by Gmail). If the user is on Outlook, however, the "reply" gets turned into a new ticket. I can't see what the difference is, since the mailto: link is the same. We're on Outlook 2007, at least the few stations I've asked so far use 2007. Has anyone ever seen this before? Any troubleshooting suggestions? Thank you.<br>
><br>
> -- <br>
> Alex Hall<br>
> Automatic Distributors, IT department<br>
> <a href="mailto:ahall@autodist.com">ahall@autodist.com</a><br>
><br>
> ---------<br>
> RT 4.4 and RTIR training sessions, and a new workshop day! <a href="https://bestpractical.com/training">https://bestpractical.com/training</a><br>
> * Los Angeles - Q1 2017</p>
<p dir="ltr">Have you verified that the subject tag isn't getting stripped?</p>
<p dir="ltr">There are two ways to identify a reply - one via the subject and other via in-reply-to header which most clients insert. In-reply-to isn't parsed by RT, so a custom code is needed for that.</p>
<p dir="ltr"> I got it from someone on this list and have implemented as a local customization.</p>
<p dir="ltr">--<br>
Nilesh</p>