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

Alex Hall ahall at autodist.com
Tue Nov 1 13:41:51 EDT 2016


I think I found it. Further down was a regex I didn't notice before, inside
a for-each loop I thought wasn't being used. Changing that as well as the
first one seems to have gotten things working.At least for now. :)

On Tue, Nov 1, 2016 at 12:56 PM, Nilesh <me at nileshgr.com> wrote:

> 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
>>
>


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