<div dir="ltr"><div>Looks like I typed something wrong and that link leads to a 404.<br><br></div>The correct link is:<br><div><br><a href="https://gist.github.com/nileshgr/637cdacd1aa7710343aede20cabb66a6">https://gist.github.com/nileshgr/637cdacd1aa7710343aede20cabb66a6</a><br><br><br><br></div></div><div class="gmail_extra"><br><div class="gmail_quote">On Mon, Oct 31, 2016 at 7:46 PM, Nilesh <span dir="ltr"><<a href="mailto:me@nileshgr.com" target="_blank">me@nileshgr.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">You should inspect the headers in both cases. If they contain in-reply-to, you<br>
can use that to solve the problem.<br>
<br>
My problem originally was people in Cc replying to a mail sent to RT (and by<br>
default, people in CC do not get auto reply email). This was successfully solved<br>
by the in-reply-to patch. <a href="https://gist.github.com/nileshgr/637cdacd1aa7710343aed
e20cabb66a6" rel="noreferrer" target="_blank">https://gist.github.<wbr>com/nileshgr/<wbr>637cdacd1aa7710343aed<br>
e20cabb66a6</a><br>
<br>
Just save that file in local/lib/RT/Interface/Email_<wbr>Local.pm and restart RT.<br>
<span class="HOEnZb"><font color="#888888"><br>
--<br>
Nilesh<br>
</font></span><div class="HOEnZb"><div class="h5"><br>
On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote:<br>
> I don't think Re matters. As long as subject tag is intact it should get<br>
> parsed correctly.<br>
> --<br>
> Nilesh<br>
><br>
> On 31-Oct-2016 7:35 PM, "Alex Hall" <<a href="mailto:ahall@autodist.com">ahall@autodist.com</a>> wrote:<br>
> > I looked more closely at the difference. Outlook is stripping off the "Re: "<br>
> > part of the message subject in the reply, whereas Gmail leaves it on. That's<br>
> > the only difference I can find, but it must matter. I guess this is more an<br>
> > Outlook question now, unless there's something I can change in RT to make it<br>
> > not care about the Re: part of a reply?<br>
> ><br>
> > Sent from my iPhone<br>
> ><br>
> > On Oct 31, 2016, at 09:52, Nilesh <<a href="mailto:me@nileshgr.com">me@nileshgr.com</a>> wrote:<br>
> ><br>
> > > 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 norep<br>
> > > <a href="mailto:ly@example.com">ly@example.com</a>. The mailto: links populate the to: and subject: fields of<br>
> > > the new message as they should, and when the new email is sent, a comment<br>
> > > appears on the ticket. At least, if the user does this from the Gmail<br>
> > > website (our domain mail is handled by Gmail). If the user is on Outlook,<br>
> > > however, the "reply" gets turned into a new ticket. I can't see what the<br>
> > > difference is, since the mailto: link is the same. We're on Outlook 2007,<br>
> > > at least the few stations I've asked so far use 2007. Has anyone ever seen<br>
> > > 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://bestp" rel="noreferrer" target="_blank">https://bestp</a><br>
> > > <a href="http://ractical.com/training" rel="noreferrer" target="_blank">ractical.com/training</a><br>
> > > > * Los Angeles - Q1 2017<br>
> > > Have you verified that the subject tag isn't getting stripped?<br>
> > > There are two ways to identify a reply - one via the subject and other via<br>
> > > in-reply-to header which most clients insert. In-reply-to isn't parsed by<br>
> > > RT, so a custom code is needed for that.<br>
> > > I got it from someone on this list and have implemented as a local<br>
> > > customization.<br>
> > > --<br>
> > > Nilesh<br>
> ><br>
> > ---------<br>
> > RT 4.4 and RTIR training sessions, and a new workshop day! <a href="https://bestpract" rel="noreferrer" target="_blank">https://bestpract</a><br>
> > <a href="http://ical.com/training" rel="noreferrer" target="_blank">ical.com/training</a><br>
> > * Los Angeles - Q1 2017<br>
</div></div></blockquote></div><br></div>