[rt-users] Searching ticket subjects

Nilesh me at nileshgr.com
Wed Jul 13 03:03:13 EDT 2016


On Wed, Jul 13, 2016 at 12:03 AM, Kenneth Marshall <ktm at rice.edu> wrote:

> On Tue, Jul 12, 2016 at 11:06:44PM +0530, Nilesh wrote:
> > ...
> > > > > Does the default RT strip that off? Because I'm not seeing in one
> recent
> > > > > duplicate created in the manner I described.
> > > > >
> > > > Ah it's hidden inside 'show full headers'. This is interesting. Is
> there
> > > > some documentation about this header?
> > > Hi,
> > >
> > > You can look at the RFC's, but that was the header that provided the
> most
> > > value in reducing duplicate tickets.
> > >
> > > Regards,
> > > Ken
> >
> > As this discussion is going on a few duplicate tickets were created in
> the
> > system and this definitely looks like a good way to solve it. Did you use
> > ExtractCustomFields module to get this done?
> >
> > I'm thinking of doing it like this:
> > Run ExtractCustomFields on every correspond to get the Message ID out of
> the
> > headers. Then I can search through this field probably using a
> customized rt-
> > mailgate. Does that sound good? I don't think there's a way using scrips
> because
> > by the time scrip executes ticket is already created (unless something is
> > possible in the "On transaction" condition).
> >
>
> Hi Nilesh,
>
> I have attached my current version of
> ./local/lib/RT/Interface/Email_Local.pm.
> It includes our modifications gathered from the list recommendations in
> the function
>
> ParseInReplyTo()
>
> This patch is against RT 3.8.13+ and has not been updated to RT 4+ but is
> should
> be a straight-forward update. To make your own version of Email_Local.pm,
> start
> with just the function ParseInReplyTo() and the calling function and add
> functions
> from ./lib/RT/Interface/Email.pm until you have a working file. That will
> be the
> minimum that you will need. Take a look at
> http://requesttracker.wikia.com/wiki/Customizing
> for more details. Let me know if you have any questions.
>
> Regards,
> Ken
>

This works perfectly, thanks a lot. I wonder why this hasn't been
integrated as a core feature.
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