[rt-users] rt-mailgate +getmail issue

Kevin Falcone falcone at bestpractical.com
Thu Feb 13 10:13:08 EST 2014

On Thu, Feb 13, 2014 at 04:47:42PM +0200, Yavor Marinov wrote:
>    I've manage to solve this with [1]RT-Interface-Email-Filter-CheckMessageId extension.

I'm glad that this fixed your issues, however for the archives, RT
works just fine and has for years with the subject tag (the [XXXXXX]
part) being anywhere in the subject.

Usually this points to a misconfiguration in RT's rtname, the regexp
that understands it or Queue level subject tags.  But since you didn't
provide enough information about that, we can't even guess.


>    On 02/13/2014 12:29 PM, Yavor Marinov wrote:
>      Hello,
>      i have the following configs for getmail:
>      create a ticket to address [2]request at company.com:
>      arguments = ("--url", [3]"https://localhost", "--queue", "Internal-IT", "--action",
>      "correspond",)
>      comment to a ticket to address [4]request-comment at company.com:
>      arguments = ("--url", [5]"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.
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