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

[Samuel Jones]

Would the regular upgrade path from 4.0.12 --> 4.0.13 resolve the issues, 
leave the data where it is and update RT around it?

4.0.12 was a fresh empty install and then the data imported as the documents 
say to do. (just importing the mysql essentially, with some scripting to 
adjust it from SQLite to MySQL)

On Wednesday 03 Jul 2013 12:03:32 Kevin Falcone wrote:
> 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)