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

[Kevin Falcone]

On Wed, Jul 03, 2013 at 02:42:40PM +0100, Samuel Jones wrote:
> It's a fresh 4.0.12 install with the old data imported rather than an upgrade, 
> I'm presuming that import mangled the global templates somehow! Well spotted.

If your old data was from a non-4.0.12 install (and your email headers
imply that you were running 4.0.4) you really need to stop and do a
proper upgrade.

> I'll c+p the proper global template in and see if that clears the issue up, 
> and look at updated to 4.0.13 in the mean time too! (Didn't know it was out, 
> best sign up for rt-announce!)
> 
> On Wednesday 03 Jul 2013 09:19:55 Kevin Falcone wrote:
> > 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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