[rt-users] Searching ticket subjects

[Kenneth Marshall]

On Tue, Jul 12, 2016 at 07:02:02PM +0530, Nilesh wrote:
> On Tue, Jul 12, 2016 at 6:58 PM, Kenneth Marshall <ktm at rice.edu> wrote:
> 
> > On Tue, Jul 12, 2016 at 06:54:09PM +0530, Nilesh wrote:
> > > I don't think that's going to help me.
> > > Let me give you a scenario:
> > >
> > > Person A sends a mail to my queue with B and C in CC. RT sends autoreply
> > to
> > > all of them. Then B thinks there should be something added so he replies
> > to
> > > A's mail instead of autoreply mail.
> > > Now I have 2 different tickets created for the same subject by A and B.
> > >
> >
> > Hi Nilesh,
> >
> > The 2nd Email should include an In-Reply-To: header that can be used
> > to link it to the 1st Email's ticket.
> >
> > Regards,
> > Ken
> >
> 
> Does the default RT strip that off? Because I'm not seeing in one recent
> duplicate created in the manner I described.

Hi,

You will need to look at Email.pm to see what it does. At least that is the
name of the file in RT 3.8.13+. We are working on an upgrade to 4.4.x.

Regards,
Ken