[rt-users] [rt-mailgate] "--action comment" not commenting

[Tyler Knappe]

I would rather avoid upgrading at this time.  An upgrade is planned, but 
not at this time.  Plus this feature appears to have been working since 
at least RT 3.4.

http://wiki.bestpractical.com/view/UbuntuInstallGuide

One thing we noticed was that rt-mailgate defaults to correspond;

Note that C<take> and C<resolve> actions ignore message text if used
alone.  Include a  C<comment> or C<correspond> action if you want RT
to record the incoming message.

The default action is C<correspond>.

Jerrad, did you have to do anything special to your fetchmail setup to 
have mail correctly comment, other than the '--action comment'?

Also, how does rt-mailgate know which ticket to comment on?  Does it 
match the subject to an existing ticket?  If so, wouldn't things like 
'Re:' or 'Fwd:' break subject matching?  I can't seem to figure this out 
looking at the source code.

Thanks,
-Tyler

Jerrad Pierce wrote:
> On Wed, Aug 20, 2008 at 10:33, Tyler Knappe <knappe at visionlink.org 
> <mailto:knappe at visionlink.org>> wrote:
>
>     Hi all,
>
>     I am running RT 3.6.3 using fetchmail to retrieve messages from
>     our mail
>     server. I have two email addresses setup to receive mail,
>     rt at vl.org <mailto:rt at vl.org> and
>     comment at vl.org <mailto:comment at vl.org>.  Within the fetchmail
>     config file rt at vl.org <mailto:rt at vl.org> correctly
>     uses '--action correspond' to make a ticket within RT.  However, when
>     sending mail to comment at vl.org <mailto:comment at vl.org> it doesn't
>     seem to correctly use the
>     '--action comment' to comment on tickets, rather it never comments and
>     only corresponds, creating new tickets.
>
>     Though rt-mailgate shows this:
>
>     =item Action
>
>     The action being performed. At the moment, it's one of "comment" or
>     "correspond"
>
>     I've isolated it to rt-mailgate, ruling out the mail server and
>     fetchmail.  Any ideas?
>
> Upgrade? 3.8 works for me.
>
>
> -- 
> Cambridge Energy Alliance: Save money & the planet

-- 
Tyler Knappe  |  IT Assistant  |  VisionLink  |  First National Center  |  3101 Iris Avenue, Suite 240  |  Boulder CO, 80301  |  303.402.0170 ext. 124