[rt-users] Is this a bug? On subject change.
takase at axlbit.net
Tue Mar 4 01:34:50 EST 2014
I checked the code and I guess RT check the email title and extract the
'ticket id' using regular expression.Why not using "Reference" or do double
check with that?
2014-03-04 4:31 GMT+09:00 Kevin Falcone <falcone at bestpractical.com>:
> On Fri, Feb 28, 2014 at 11:55:22AM +0900, Hajime Takase wrote:
> > When I change the 'subject' of ticket on correspondence,new ticket is
> created or the message
> > goes to the different ticket even there was no authority to create or
> reply in that queue.
> > Example;
> > [support #100]aaaaa to bbbbbb became new ticket 'bbbbbb' on support
> > [support #100]aaaaa to [support #50]aaaaa is added to the ticket on
> which its id is 50
> > [support #100]aaaaa to [support #100]bbbbbb doesn't cause problem.
> > Does Request Tracker recognize consistency of ticket from it "ticket
> id" on subject?Not header
> > or something?
> If by 'change the subject' you mean remove RT's subject tag and reply
> from an external email client, then no, that isn't a bug, that's
> breaking RT's preferred mechanism for tracking tickets.
> > Can I not show the ticket id from the user,without digging to the
> source code?
> You have to dig into the source.
> RT Training London, March 19-20 and Dallas May 20-21
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