[rt-users] rt-mailgate +getmail issue

Yavor Marinov ymarinov at neterra.net
Thu Feb 13 09:47:42 EST 2014


I've manage to solve this with RT-Interface-Email-Filter-CheckMessageId 
<http://cpan.poldownload.com/modules/by-module/RT/NANARDON/RT-Interface-Email-Filter-CheckMessageId-0.2.tar.gz> 
extension.

On 02/13/2014 12:29 PM, Yavor Marinov wrote:
> Hello,
>
> i have the following configs for getmail:
>
> create a ticket to address request at company.com:
> arguments = ("--url", "https://localhost", "--queue", "Internal-IT", 
> "--action", "correspond",)
>
> comment to a ticket to address request-comment at company.com:
> arguments = ("--url", "https://localhost", "--queue", "Internal-IT", 
> "--action", "comment",)
>
> everything works as it should be, but the following is annoying our 
> colleagues, and I need to fix it. So, if someone create a ticket via 
> email, the ticket is getting into the queue correctly and the members 
> of the group (responsible for the queue) are getting mail from RT with 
> subject:
>
> [XXXXXX] Subject of the email which is send to corresponding email.
>
> Once anyone tried to reply via email (e.g. reply from their email 
> client - subject changes to Re: [XXXXX] ....) the reply isn't inserted 
> in the correct ticket, but instead RT creates a new ticket with 
> subject "Re: [XXXXX]....."
>
> If they reply and remove the "Re:" and leave subject as in RT the 
> comment is properly added to the ticket.
> Summed up - getmail and rt-mailgate are working properly - the only 
> problem is the subject, and what should i modify in order RT to lookup 
> into the Subject field even if "Re:" is supplied.
>
> Any help will be much appreciated!
>
>
>

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