Gmail website replies to tickets, Outlook creates new ones

Hey all,
I made a custom template with mailto: links in it, that comes from
noreply@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@autodist.com

Hey all,
I made a custom template with mailto: links in it, that comes from
noreply@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@autodist.com


RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.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

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?> On Oct 31, 2016, at 09:52, Nilesh me@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes from noreply@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@autodist.com


RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.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://bestpractical.com/training

  • Los Angeles - Q1 2017

I don’t think Re matters. As long as subject tag is intact it should get
parsed correctly.

NileshOn 31-Oct-2016 7:35 PM, “Alex Hall” ahall@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes from
noreply@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@autodist.com


RT 4.4 and RTIR training sessions, and a new workshop day!
https://bestpractical.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://bestpractical.com/training

  • Los Angeles - Q1 2017

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.

NileshOn 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@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes from norep
ly@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@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

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

The correct link is:

https://gist.github.com/nileshgr/637cdacd1aa7710343aede20cabb66a6On Mon, Oct 31, 2016 at 7:46 PM, Nilesh me@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@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes
from norep

ly@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@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

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.> On Oct 31, 2016, at 10:16, Nilesh me@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@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes from norep
ly@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@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

Hey list,
I’ve been messing with Email_Local.pm for the last day, but I can’t get it
to work correctly. I need to make the regex used to detect ticket replies
not require a space before the pound sign. I’m starting to suspect that
Outlook isn’t removing that space, but rather replacing it with some
Unicode character no one can see, because I can’t get this to work. I first
tried
/[$test_name\s*#(\d*)\s*]/i
but that didn’t work. So I replaced the first \s* with .* (period asterisk)
to tell it to match zero or more characters, no matter what they are. That,
too, fails to work. What I change here seems to have no effect. Am I
missing a file, other than RT/Interface/Email.pm? Is there some other
setting or bit of code where this regex is defined and use, or is this file
the only one? Thanks.On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall ahall@autodist.com wrote:

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@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@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes from
norep

ly@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@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

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Please share the code? I think you may be missing a chomp after fetching
your subject header in your variable. This took a good amount of my time
debugging why my thing wasn’t working.

NileshOn 01-Nov-2016 10:20 PM, “Alex Hall” ahall@autodist.com wrote:

Hey list,
I’ve been messing with Email_Local.pm for the last day, but I can’t get it
to work correctly. I need to make the regex used to detect ticket replies
not require a space before the pound sign. I’m starting to suspect that
Outlook isn’t removing that space, but rather replacing it with some
Unicode character no one can see, because I can’t get this to work. I first
tried
/[$test_name\s*#(\d*)\s*]/i
but that didn’t work. So I replaced the first \s* with .* (period
asterisk) to tell it to match zero or more characters, no matter what they
are. That, too, fails to work. What I change here seems to have no effect.
Am I missing a file, other than RT/Interface/Email.pm? Is there some other
setting or bit of code where this regex is defined and use, or is this file
the only one? Thanks.

On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall ahall@autodist.com wrote:

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@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/nilesh
gr/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@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes from
norep

ly@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@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


Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

I think I found it. Further down was a regex I didn’t notice before, inside
a for-each loop I thought wasn’t being used. Changing that as well as the
first one seems to have gotten things working.At least for now. :)On Tue, Nov 1, 2016 at 12:56 PM, Nilesh me@nileshgr.com wrote:

Please share the code? I think you may be missing a chomp after fetching
your subject header in your variable. This took a good amount of my time
debugging why my thing wasn’t working.


Nilesh

On 01-Nov-2016 10:20 PM, “Alex Hall” ahall@autodist.com wrote:

Hey list,
I’ve been messing with Email_Local.pm for the last day, but I can’t get
it to work correctly. I need to make the regex used to detect ticket
replies not require a space before the pound sign. I’m starting to suspect
that Outlook isn’t removing that space, but rather replacing it with some
Unicode character no one can see, because I can’t get this to work. I first
tried
/[$test_name\s*#(\d*)\s*]/i
but that didn’t work. So I replaced the first \s* with .* (period
asterisk) to tell it to match zero or more characters, no matter what they
are. That, too, fails to work. What I change here seems to have no effect.
Am I missing a file, other than RT/Interface/Email.pm? Is there some other
setting or bit of code where this regex is defined and use, or is this file
the only one? Thanks.

On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall ahall@autodist.com wrote:

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@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/nilesh
gr/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@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@nileshgr.com wrote:

On 31-Oct-2016 7:10 PM, “Alex Hall” ahall@autodist.com wrote:

Hey all,
I made a custom template with mailto: links in it, that comes
from norep

ly@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@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


Alex Hall
Automatic Distributors, IT department
ahall@autodist.com

Alex Hall
Automatic Distributors, IT department
ahall@autodist.com