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

Alex Hall ahall at autodist.com
Mon Oct 31 10:04:58 EDT 2016


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 noreply 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://bestpractical.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://bestpractical.com/training
> * Los Angeles - Q1 2017
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