[rt-users] Is this a bug? On subject change.

[Hajime Takase]

Kevin,

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?

Hajime



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
> queue
> >    [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.
>
> -kevin
>
> --
> RT Training London, March 19-20 and Dallas May 20-21
> http://bestpractical.com/training
>
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