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

[Alex Hall]

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/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