Conversation grouping by ticket in Outlook / Thread-Index & Thread-Topic

RT Users
1

Hi,

Can RT send the Thread-Index & Thread-Topic fields as email headers? They
are used for grouping conversations in Outlook and avoid seeing each emails
of a same ticket in single conversations.

I saw here some email dumps with these fields:
http://lists.bestpractical.com/pipermail/rt-devel/2008-November/010323.html

[…]

Content-Transfer-Encoding: base64
thread-topic: [rt.example.com #1234] Bitte um Rückruf am Mittwoch
thread-index: AclI3xNq4KwWEYT8QX+ziU8EtI/A4g==
MIME-Version: 1.0 (iPhone Mail 5F136)

[…]

but I couldn’t find anything in RT Core or plugins/extensions to do this.

Am I missing something?

Thanks!
L.B.

2

Hello,

You can set headers in mail, just add them at the top of your template used for sending, so something like this:

— Start of template —

thread-topic: [rt.example.com #{$Ticket->id}] {$Ticket->Subject}

thread-index: However you choose to set it

{$Transaction->Content()}

— End of template —

Also, keep whatever other headers you have. The easiest would be to just add them at the top of the template and keep the existing lines.

How you set the thread-index variable however, that I can’t help you with.

Med vennlig hilsen,
Thomas Oddsund
SDS/USITFra: rt-users rt-users-bounces@lists.bestpractical.com på vegne av L B bertignac@gmail.com
Sendt: 31. august 2016 15:10
Til: rt-users
Emne: [rt-users] Conversation grouping by ticket in Outlook / Thread-Index & Thread-Topic

Hi,

Can RT send the Thread-Index & Thread-Topic fields as email headers? They are used for grouping conversations in Outlook and avoid seeing each emails of a same ticket in single conversations.

I saw here some email dumps with these fields: [Rt-devel] Encoding bug in ticket creation

[…]

Content-Transfer-Encoding: base64
thread-topic: [rt.example.comhttp://rt.example.com #1234] Bitte um Rückruf am Mittwoch
thread-index: AclI3xNq4KwWEYT8QX+ziU8EtI/A4g==
MIME-Version: 1.0 (iPhone Mail 5F136)

[…]

but I couldn’t find anything in RT Core or plugins/extensions to do this.

Am I missing something?

Thanks!
L.B.