[rt-users] Comment notification e-mails dropping characters

[Kevin Falcone]

On Wed, Jul 03, 2013 at 11:32:47AM +0100, Samuel Jones wrote:
> The template is below, all our queues use this global template for 'On Comment 
> Notify 
> AdminCcs as Comment'
> 
> Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s =~ 
> s/[Comment]s*//g; $s =~ s/^Re:s*//i; $s;}
> RT-Attach-Message: yes

A straight-up RT 4.0.13 install should yield this in the Subject: line
Subject: [Comment] {my $s=($Transaction->Subject||$Ticket->Subject||""); $s =~ s/\[Comment\]\s*//g; $s =~ s/^Re:\s*//i; $s;}

Notice all the backslashes that you're missing?
In particular, \[Comment\] becoming [Comment] means the code will
remove any C, o, m, e, n or t from the Subject on Comments.

You say you're on 4.0.12, your email headers say you're on 4.0.4.  Was
this an upgrade, if so from what version.  You can also look at the
Templates table for the LastUpdated and LastUpdatedBy fields to see if
there are hints (compare them to Created).  If you upgraded from 3.8,
some of those columns won't have useful values.

-kevin

> {RT->Config->Get('WebURL')}Ticket/Display.html?id={$Ticket->id}
> This is a comment.  It is not sent to the Requestor(s):
> 
> {$Transaction->Content()}
> 
> 
> On Tuesday 02 Jul 2013 16:22:29 Kevin Falcone wrote:
> > On Tue, Jul 02, 2013 at 05:37:44PM +0100, Samuel Jones wrote:
> > >    We've noticed a problem on our helpdesk recently, where e-mailed
> > >    notifications of new comments are loosing letters in their subject
> > >    lines!
> > 
> > As an Admin - go check your Admin Comment Template
> > Tools -> Configuration -> Global -> Templates
> > 
> > Show us the contents.
> > 
> > You should also check for queue level templates.  I expect a mis-edit
> > or a mis-upgrade of some kind.
> > 
> > -kevin
> > 
> > >    Some examples are:
> > >    
> > >    
> > >    
> > >    [Comment] Missig Ev Rpr
> > >    
> > >    should be: [Comment] Missing Event Report
> > >    
> > >    
> > >    
> > >    [Comment] Vhicl Rd ha ar du PMI
> > >    
> > >    should be: [Comment] Vehicles Rented that are due PMI
> > >    
> > >    
> > >    
> > >    but, the outgoing e-mail event item from within the ticket shows the
> > >    subject line as OK
> > >    
> > >    
> > >    
> > >    Subject: [CVS Helpdesk #745] [Comment] Vehicles Rented that are due PMI
> > >  
> > >  From: "James Green via RT" <>
> > >  
> > >  Reply-To:
> > >  
> > >  In-Reply-To: <515023E4.5090406 at uk-cvs.com>
> > >  
> > >  References: <RT-Ticket-745 at CVS> <515023E4.5090406@#######>
> > >  
> > >  Message-ID: <rt-4.0.4-2196-1364365439-755.745-8-0 at CVS>
> > >  
> > >  Precedence: bulk
> > >  
> > >  X-RT-Loop-Prevention: CVS Helpdesk
> > >  
> > >  RT-Ticket: CVS Helpdesk #745
> > >  
> > >  Managed-by: RT 4.0.4 (http://www.bestpractical.com/rt/)
> > >  
> > >  We're currently running RT 4.0.12. I can't work out why this would be
> > >  happening at all :-( Please can someone help me out?
> > >  
> > >  Thanks in advance,
> > >  
> > >  Samuel (OrangutanClyde)
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