Incoming email to RT

RT Users
1

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:” and
use that to put a reply in the correct place if that matches but the ticket
number in the subject is missing?

			Oli

Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

2

How would you determine to wich ticket # the reply belong if the person
corresponded with you more than once.
Steve Poirier
Directeur d�veloppement / Projet Manager
Inet Technologies Inc.From: “Olafur Osvaldsson” oli@isnic.is
To: rt-users@lists.fsck.com
Sent: August 13, 2001 21:00
Subject: [rt-users] Incoming email to RT

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:”
and
use that to put a reply in the correct place if that matches but the
ticket
number in the subject is missing?

Oli

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

3

When a reply is made from RT it makes a MessageId wich consists of a few things:

Message-Id: rt-2-24.15.2142123878002@ISNIC

If I remember correctly it allways starts with “rt-”, following with the ticket
number, a transaction ID and a random number, then the @ sign and ends with
$rtname

So when a mail client puts a “In-Reply-To: rt-2-24.15.2142123878002@ISNIC” in
the header of the message, RT should know it is for ticket number 2, right?

			OliOn Mon, 13 Aug 2001, Steve Poirier wrote:

How would you determine to wich ticket # the reply belong if the person
corresponded with you more than once.
__
Steve Poirier
Directeur d�veloppement / Projet Manager
Inet Technologies Inc.

----- Original Message -----
From: “Olafur Osvaldsson” oli@isnic.is
To: rt-users@lists.fsck.com
Sent: August 13, 2001 21:00
Subject: [rt-users] Incoming email to RT

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:”
and
use that to put a reply in the correct place if that matches but the
ticket
number in the subject is missing?

Oli

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

4

And on top of that, RT actually keeps track of message IDs in the database.
It wouldn’t be that hard to pull off. Though you would run into issues with
users who reply and cut out all the content and the ticket id in an attempt to
create a new ticket (It happens more often than you’d think). I’d look
at a patch if you put it together.

    -jOn Tue, Aug 14, 2001 at 02:25:00AM +0000, Olafur Osvaldsson wrote:

When a reply is made from RT it makes a MessageId wich consists of a few things:

Message-Id: rt-2-24.15.2142123878002@ISNIC

If I remember correctly it allways starts with “rt-”, following with the ticket
number, a transaction ID and a random number, then the @ sign and ends with
$rtname

So when a mail client puts a “In-Reply-To: rt-2-24.15.2142123878002@ISNIC” in
the header of the message, RT should know it is for ticket number 2, right?

  		Oli

On Mon, 13 Aug 2001, Steve Poirier wrote:

How would you determine to wich ticket # the reply belong if the person
corresponded with you more than once.
__
Steve Poirier
Directeur développement / Projet Manager
Inet Technologies Inc.

----- Original Message -----
From: “Olafur Osvaldsson” oli@isnic.is
To: rt-users@lists.fsck.com
Sent: August 13, 2001 21:00
Subject: [rt-users] Incoming email to RT

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:”
and
use that to put a reply in the correct place if that matches but the
ticket
number in the subject is missing?

Oli

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

This is scary. I’m imagining tracerouting you and seeing links like “Route
84” and “Route 9, Exit 14”. Obviously, this is illness induced.
–Cana McCoy

5

Yes that’s right, would be a nice feature if of course you can choose to
turn this option off. I know some customers who always use reply and just
delete the subject to start a new issue.
Steve Poirier
Project manager
Inet-Technologies inc.On Tue, 14 Aug 2001, Olafur Osvaldsson wrote:

When a reply is made from RT it makes a MessageId wich consists of a few things:

Message-Id: rt-2-24.15.2142123878002@ISNIC

If I remember correctly it allways starts with “rt-”, following with the ticket
number, a transaction ID and a random number, then the @ sign and ends with
$rtname

So when a mail client puts a “In-Reply-To: rt-2-24.15.2142123878002@ISNIC” in
the header of the message, RT should know it is for ticket number 2, right?

  		Oli

On Mon, 13 Aug 2001, Steve Poirier wrote:

How would you determine to wich ticket # the reply belong if the person
corresponded with you more than once.
__
Steve Poirier
Directeur développement / Projet Manager
Inet Technologies Inc.

----- Original Message -----
From: “Olafur Osvaldsson” oli@isnic.is
To: rt-users@lists.fsck.com
Sent: August 13, 2001 21:00
Subject: [rt-users] Incoming email to RT

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:”
and
use that to put a reply in the correct place if that matches but the
ticket
number in the subject is missing?

Oli

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

6

Ooops, sound like I should read all messages before answering, sounds
like Jesse knows everything about RT, of course he wrote it, and use it
:slight_smile:

Regards all,

SteveOn Tue, 14 Aug 2001, Jesse wrote:

And on top of that, RT actually keeps track of message IDs in the database.
It wouldn’t be that hard to pull off. Though you would run into issues with
users who reply and cut out all the content and the ticket id in an attempt to
create a new ticket (It happens more often than you’d think). I’d look
at a patch if you put it together.

    -j

On Tue, Aug 14, 2001 at 02:25:00AM +0000, Olafur Osvaldsson wrote:

When a reply is made from RT it makes a MessageId wich consists of a few things:

Message-Id: rt-2-24.15.2142123878002@ISNIC

If I remember correctly it allways starts with “rt-”, following with the ticket
number, a transaction ID and a random number, then the @ sign and ends with
$rtname

So when a mail client puts a “In-Reply-To: rt-2-24.15.2142123878002@ISNIC” in
the header of the message, RT should know it is for ticket number 2, right?

  		Oli

On Mon, 13 Aug 2001, Steve Poirier wrote:

How would you determine to wich ticket # the reply belong if the person
corresponded with you more than once.
__
Steve Poirier
Directeur développement / Projet Manager
Inet Technologies Inc.

----- Original Message -----
From: “Olafur Osvaldsson” oli@isnic.is
To: rt-users@lists.fsck.com
Sent: August 13, 2001 21:00
Subject: [rt-users] Incoming email to RT

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:”
and
use that to put a reply in the correct place if that matches but the
ticket
number in the subject is missing?

Oli

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

This is scary. I’m imagining tracerouting you and seeing links like “Route
84” and “Route 9, Exit 14”. Obviously, this is illness induced.
–Cana McCoy

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

7

Here is a simple patch, it works but I didn’t put in a way to disable it…
This is enaugh for me at this point and I don’t have time to do more but I will
write more code to this if I need it later. :slight_smile:

			Oli

*** rt-mailgate.orig Tue Aug 14 13:37:20 2001
— rt-mailgate Tue Aug 14 11:14:50 2001
*** 92,97 ****
— 92,105 ----

Get the ticket ID

$TicketId = ParseTicketId($Subject);

  • if (!$TicketId) {
  • my $InReplyTo =  $head->get('In-Reply-To') || undef;

  • if ($InReplyTo) {

  •   ($TicketId) = ($InReplyTo =~ /<rt-(\d+)-?.*\@$RT::rtname>;/);

  • }
  • }
    #Set up a queue object
    my $QueueObj = RT::Queue->new($CurrentUser);
    $QueueObj->Load($Queue);On Tue, 14 Aug 2001, Jesse wrote:

And on top of that, RT actually keeps track of message IDs in the database.
It wouldn’t be that hard to pull off. Though you would run into issues with
users who reply and cut out all the content and the ticket id in an attempt to
create a new ticket (It happens more often than you’d think). I’d look
at a patch if you put it together.

    -j

On Tue, Aug 14, 2001 at 02:25:00AM +0000, Olafur Osvaldsson wrote:

When a reply is made from RT it makes a MessageId wich consists of a few things:

Message-Id: rt-2-24.15.2142123878002@ISNIC

If I remember correctly it allways starts with “rt-”, following with the ticket
number, a transaction ID and a random number, then the @ sign and ends with
$rtname

So when a mail client puts a “In-Reply-To: rt-2-24.15.2142123878002@ISNIC” in
the header of the message, RT should know it is for ticket number 2, right?

  		Oli

On Mon, 13 Aug 2001, Steve Poirier wrote:

How would you determine to wich ticket # the reply belong if the person
corresponded with you more than once.
__
Steve Poirier
Directeur d�veloppement / Projet Manager
Inet Technologies Inc.

----- Original Message -----
From: “Olafur Osvaldsson” oli@isnic.is
To: rt-users@lists.fsck.com
Sent: August 13, 2001 21:00
Subject: [rt-users] Incoming email to RT

Hi,
Would it not be possible to make the email parser read the “In-Reply-To:”
and
use that to put a reply in the correct place if that matches but the
ticket
number in the subject is missing?

Oli

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

–
jesse reed vincent – root@eruditorum.org – jesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

This is scary. I’m imagining tracerouting you and seeing links like “Route
84” and “Route 9, Exit 14”. Obviously, this is illness induced.
–Cana McCoy

Olafur Osvaldsson
Systems Administrator
Internet Iceland inc.
Tel: +354 525-5291
Email: oli@isnic.is