[rt-devel] Using MessageId field in Attachments table

[Jesse Vincent]

This was exactly the use I'd imagined for the MessageId field, though 
the actual implementation never happened.  The thing to be careful of is
that users often just reply to a message and clear the subject line and body 
when attemting to create a new ticket and may inadvertently get their 
new ticket attached to an existing ticket.  


On Mon, Feb 18, 2002 at 07:04:10PM -0600, Eric Berggren wrote:
> 
> This was hinted at by Bruce Campbell, and something that I've enjoyed
> with in-house ticket systems, whereby the system can track e-mail articles
> by Message-Id, upon failing locating a suitable Subject: or pseudo-header
> RT- tag.  It's another way to stem having to roll tickets together and
> such whenever the Subject: line gets munged or a new one created.  Some
> mailers (Outlook) apparently don't do In-Reply-To: or preserve other headers,
> and the same users who compose new e-mails rather than reply will still leave
> one with the same issues, but this was something I was willing to look into
> in my spare time.
> 
> As been pointed out, and observed myself, the MessageId field in the
> Attachments table is available but currently unused. Am I correct in
> assuming this is to eventually hold the id of incoming/outgoing
> attachments/articles ?
> 
> For starters, I would add the following code segments into Attachment.pm :
> 
>         my $MessageId = $Attachment->head->get('message-id',0);
>         defined($MessageId) or $MessageId = '';
>         chomp($MessageId);
> 
>         $id = $self->SUPER::Create(TransactionId => $args{'TransactionId'},
>                                    .....
>                                    MessageId => $MessageId,
>                                    Headers => $Attachment->head->as_string,
>                                    Subject => $Subject,
>                                    .....
>                                   );
> 
> Then update  ParseTicketId()  called by rt-mailgate to include the
> In-Reply-To:  field to search on in the event the Subject: header isn't
> revealing. Any linking or combining functions would still work,
> however, there doesn't appear to be any linkage from the attachments
> back to the ticket. What associates these together ? A subsequent search
> through that table looking for the particular attachment is needed to
> get the TicketId.
> 
> Seems pretty straight-forward. Is there a catch buried in any of this ?
> Was someone else working on this or been discussed previously ?
> 
> 
> thanks,
> -eric
> --
> Fujitsu Processor Technologies, Inc.
>  (Lawrence System Integration, Inc.)
> 
> 
> _______________________________________________
> rt-devel mailing list
> rt-devel at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-devel
> 

-- 
http://www.bestpractical.com/products/rt  -- Trouble Ticketing. Free.