[rt-devel] Draft patch to add references and in-reply-to parsing

[Chad Scott]

Unfortunately, you'd have to retrieve the Ticket and either pull the 
oldest attachment (which should be what created the ticket) in the best 
case, or walk through all the attachments in a worst case, and create a 
hash of the Message-ID headers you see.  This would be both database 
and processor intensive as you're essentially going to have to search 
at least one attachment for every ticket.

A better solution would be to create a column either in the Ticket 
table or the Attachment table to hold your reference message-id(s) and 
populate them on the initial insert, but that requires a schema change.

On Jan 27, 2004, at 6:16 AM, Petter Reinholdtsen wrote:

>
> We are testing RT here at work, and one of the problems we would like
> to solve is making sure emails are grouped together in the correct
> ticket, even if the subject is missing the ticket ID marker.  We want
> the follwing messages to end up in the same ticket when recieved in
> order:
>
>   To: otrs at some.domain
>   Subject: Foo is not working, everything is bad
>   From: user at some.domain
>   Message-ID: <1 at some.domain>
>
>   Please, please help us.
>
>
>
>   To: otrs at some.domain
>   Subject: Re: Foo is not working, everything is bad
>   From: user at some.domain
>   References: <1 at some.domain>
>   In-Reply-To: <1 at some.domain>
>   Message-ID: <2 at some.domain>
>
>   Oh, and bar is giving strange noises as well.
>
>
>
>   To: otrs at some.domain
>   Subject: Re: Foo is not working, everything is bad
>   From: user at some.domain
>   References: <1 at some.domain> <2 at some.domain>
>   In-Reply-To: <2 at some.domain>
>   Message-ID: <3 at some.domain>
>
>   I got my local admin to help me.  Everything is OK now.
>
>
> As you can see, the messages contain references to each other, and it
> should be possible to make sure these emails are grouped together in
> one ticket.
>
> I've started on a patch, but do not quite know how to look up ticket
> IDs based on message-ids.  Anyone got a clue to spare?
>
> Here is the current draft, which of course do not work because the
> part marked XXX is broken.
>
>
> --- src-3-0-8/lib/RT/Interface/Email.pm 2004-01-02 22:23:39.000000000 
> +0100
> +++ src-3-0-8-local/lib/RT/Interface/Email.pm  2004-01-27 
> 14:23:13.000000000 +0100
> @@ -475,6 +475,61 @@
>
>      $args{'ticket'} ||= $parser->ParseTicketId($Subject);
>
> +    unless ( $args{'ticket'} ) {
> +        # Based on info from 
> <URL:http://www.jwz.org/doc/threading.html>
> +       my @msgids = ();
> +
> +       my $references = $head->get('References') || '';
> +       my $inreplyto  = $head->get('In-Reply-To') || '';
> +
> +       push(@msgids, split(/\s+/, $references)) if ($references);
> +
> +       if ($inreplyto) {
> +           if ($inreplyto =~ m/(<[^>]+>)/) {
> +               push(@msgids, $1);
> +           } else {
> +               $RT::Logger->log(level => 'debug',
> +                                message => "Gateway: Unhandled 
> In-Reply-To format: '$inreplyto'"
> +                                );
> +           }
> +       }
> +
> +        # Map Message-id(s) to ticket id
> +       my @ids = ();
> +       my %checked;
> +       my $msgid;
> +       for $msgid (@msgids) {
> +           next if $checked{$msgid}; # Already looked up this 
> message-id
> +
> +           # XXX Find proper API
> +           my $TicketID = 
> $RT::Attachment::TicketIDofMessageId($msgid);
> +           push(@ids, @TicketIDs) if (@TicketIDs);
> +
> +           $checked{$msgid} = 1;
> +       }
> +
> +       # Reduce list of IDs to unique IDs only
> +       my $id;
> +       my %idhash;
> +       for $id (sort @ids) {
> +           $idhash{$id} = 1;
> +       }
> +       @ids = sort keys %idhash;
> +
> +       # If the Message-id(s) are already in the database, use their
> +       # ticked-id
> +       if (1 < @ids) {
> +           $RT::Logger->log(level => 'debug',
> +                            message => "Gateway: Several possible 
> tickets: " .
> +                                join(",", @ids)
> +                            );
> +       }
> +
> +       # Just pick the first.  Not sure how we should handle several
> +       # ticket ids
> +       $args{'ticket'} = $ids[0] if (@ids);
> +    }
> +
>      my $SystemTicket;
>      if ( $args{'ticket'} ) {
>          $SystemTicket = RT::Ticket->new($RT::SystemUser);
> _______________________________________________
> rt-devel mailing list
> rt-devel at lists.bestpractical.com
> http://lists.bestpractical.com/mailman/listinfo/rt-devel