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

[Nilesh]

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