"--action comment" not commenting

Hi all,

I am running RT 3.6.3 using fetchmail to retrieve messages from our mail
server. I have two email addresses setup to receive mail, rt@vl.org and
comment@vl.org. Within the fetchmail config file rt@vl.org correctly
uses ‘–action correspond’ to make a ticket within RT. However, when
sending mail to comment@vl.org it doesn’t seem to correctly use the
’–action comment’ to comment on tickets, rather it never comments and
only corresponds, creating new tickets.

Though rt-mailgate shows this:

=item Action

The action being performed. At the moment, it’s one of “comment” or
"correspond"

I’ve isolated it to rt-mailgate, ruling out the mail server and
fetchmail. Any ideas?

Thanks,
-Tyler

Tyler Knappe | IT Assistant | VisionLink | First National Center | 3101 Iris Avenue, Suite 240 | Boulder CO, 80301 | 303.402.0170 ext. 124

I would rather avoid upgrading at this time. An upgrade is planned, but
not at this time. Plus this feature appears to have been working since
at least RT 3.4.

http://wiki.bestpractical.com/view/UbuntuInstallGuide

One thing we noticed was that rt-mailgate defaults to correspond;

Note that C and C actions ignore message text if used
alone. Include a C or C action if you want RT
to record the incoming message.

The default action is C.

Jerrad, did you have to do anything special to your fetchmail setup to
have mail correctly comment, other than the ‘–action comment’?

Also, how does rt-mailgate know which ticket to comment on? Does it
match the subject to an existing ticket? If so, wouldn’t things like
’Re:’ or ‘Fwd:’ break subject matching? I can’t seem to figure this out
looking at the source code.

Thanks,
-Tyler

Jerrad Pierce wrote:> On Wed, Aug 20, 2008 at 10:33, Tyler Knappe <knappe@visionlink.org mailto:knappe@visionlink.org> wrote:

Hi all,

I am running RT 3.6.3 using fetchmail to retrieve messages from
our mail
server. I have two email addresses setup to receive mail,
rt@vl.org <mailto:rt@vl.org> and
comment@vl.org <mailto:comment@vl.org>.  Within the fetchmail
config file rt@vl.org <mailto:rt@vl.org> correctly
uses '--action correspond' to make a ticket within RT.  However, when
sending mail to comment@vl.org <mailto:comment@vl.org> it doesn't
seem to correctly use the
'--action comment' to comment on tickets, rather it never comments and
only corresponds, creating new tickets.

Though rt-mailgate shows this:

=item Action

The action being performed. At the moment, it's one of "comment" or
"correspond"

I've isolated it to rt-mailgate, ruling out the mail server and
fetchmail.  Any ideas?

Upgrade? 3.8 works for me.


Cambridge Energy Alliance: Save money & the planet

Tyler Knappe | IT Assistant | VisionLink | First National Center | 3101 Iris Avenue, Suite 240 | Boulder CO, 80301 | 303.402.0170 ext. 124

Hey guys.

Any update on this issue? I faced the same issue with 4.4.3.