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

Nilesh me at nileshgr.com
Mon Oct 31 10:20:02 EDT 2016


Looks like I typed something wrong and that link leads to a 404.

The correct link is:

https://gist.github.com/nileshgr/637cdacd1aa7710343aede20cabb66a6




On Mon, Oct 31, 2016 at 7:46 PM, 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/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
>
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