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

Nilesh me at nileshgr.com
Tue Nov 1 12:56:05 EDT 2016


Please share the code? I think you may be missing a chomp after fetching
your subject header in your variable. This took a good amount of my time
debugging why my thing wasn't working.

--
Nilesh

On 01-Nov-2016 10:20 PM, "Alex Hall" <ahall at autodist.com> wrote:

> 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/nilesh
>> gr/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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