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

[Nilesh]

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
> 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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