[rt-users] rt-mailgate +getmail issue

Yavor Marinov ymarinov at neterra.net
Fri Feb 14 02:14:08 EST 2014


Additional information won't hurt anyway. The only regexp which is 
configured in RT_Siteconfig.pm is

Set($RTAddressRegexp , '^rt at domain.com$');

What should be Regexp in order to detect the [XXXX] anywhere in the 
Subject field



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On 02/13/2014 05:13 PM, Kevin Falcone wrote:
> 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.
>
> -kevin
>
>>     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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