[rt-users] Gmail website replies to tickets, Outlook creates new ones

Alex Hall ahall at autodist.com
Tue Nov 1 12:50:12 EDT 2016


Hey list,
I've been messing with Email_Local.pm for the last day, but I can't get it
to work correctly. I need to make the regex used to detect ticket replies
not require a space before the pound sign. I'm starting to suspect that
Outlook isn't removing that space, but rather replacing it with some
Unicode character no one can see, because I can't get this to work. I first
tried
/\[$test_name\s*\#(\d*)\s*\]/i
but that didn't work. So I replaced the first \s* with .* (period asterisk)
to tell it to match zero or more characters, no matter what they are. That,
too, fails to work. What I change here seems to have no effect. Am I
missing a file, other than RT/Interface/Email.pm? Is there some other
setting or bit of code where this regex is defined and use, or is this file
the only one? Thanks.

On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall <ahall at autodist.com> wrote:

> You're right. After looking at what showed up on RT, not what was in the
> subject fields of the two clients, I have the problem. I think.
>
> It seems that Outlook is removing the space before the # (pound sign) in
> the subject tag. That is:
> Re: [Graphics #400]
> turns into
> Re: [Graphics#400]
>
> Looks like I get to play with the subject tag regex.
>
> Sent from my iPhone
>
> > On Oct 31, 2016, at 10:16, Nilesh <me at nileshgr.com> wrote:
> >
> > You should inspect the headers in both cases. If they contain
> in-reply-to, you
> > can use that to solve the problem.
> >
> > My problem originally was people in Cc replying to a mail sent to RT
> (and by
> > default, people in CC do not get auto reply email). This was
> successfully solved
> > by the in-reply-to patch. https://gist.github.com/
> nileshgr/637cdacd1aa7710343aed
> > e20cabb66a6
> >
> > Just save that file in local/lib/RT/Interface/Email_Local.pm and
> restart RT.
> >
> > --
> > Nilesh
> >
> >> On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote:
> >> I don't think Re matters. As long as subject tag is intact it should get
> >> parsed correctly.
> >> --
> >> Nilesh
> >>
> >>> On 31-Oct-2016 7:35 PM, "Alex Hall" <ahall at autodist.com> wrote:
> >>> I looked more closely at the difference. Outlook is stripping off the
> "Re: "
> >>> part of the message subject in the reply, whereas Gmail leaves it on.
> That's
> >>> the only difference I can find, but it must matter. I guess this is
> more an
> >>> Outlook question now, unless there's something I can change in RT to
> make it
> >>> not care about the Re: part of a reply?
> >>>
> >>> Sent from my iPhone
> >>>
> >>>> On Oct 31, 2016, at 09:52, Nilesh <me at nileshgr.com> wrote:
> >>>>
> >>>>> On 31-Oct-2016 7:10 PM, "Alex Hall" <ahall at autodist.com> wrote:
> >>>>>
> >>>>> Hey all,
> >>>>> I made a custom template with mailto: links in it, that comes from
> norep
> >>>> ly at example.com. The mailto: links populate the to: and subject:
> fields of
> >>>> the new message as they should, and when the new email is sent, a
> comment
> >>>> appears on the ticket. At least, if the user does this from the Gmail
> >>>> website (our domain mail is handled by Gmail). If the user is on
> Outlook,
> >>>> however, the "reply" gets turned into a new ticket. I can't see what
> the
> >>>> difference is, since the mailto: link is the same. We're on Outlook
> 2007,
> >>>> at least the few stations I've asked so far use 2007. Has anyone ever
> seen
> >>>> this before? Any troubleshooting suggestions? Thank you.
> >>>>>
> >>>>> --
> >>>>> Alex Hall
> >>>>> Automatic Distributors, IT department
> >>>>> ahall at autodist.com
> >>>>>
> >>>>> ---------
> >>>>> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestp
> >>>> ractical.com/training
> >>>>> * Los Angeles - Q1 2017
> >>>> Have you verified that the subject tag isn't getting stripped?
> >>>> There are two ways to identify a reply - one via the subject and
> other via
> >>>> in-reply-to header which most clients insert. In-reply-to isn't
> parsed by
> >>>> RT, so a custom code is needed for that.
> >>>> I got it from someone on this list and have implemented as a local
> >>>> customization.
> >>>> --
> >>>> Nilesh
> >>>
> >>> ---------
> >>> RT 4.4 and RTIR training sessions, and a new workshop day!
> https://bestpract
> >>> ical.com/training
> >>> * Los Angeles - Q1 2017
>



-- 
Alex Hall
Automatic Distributors, IT department
ahall at autodist.com
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