Hi,
When I change the ‘subject’ of ticket on correspondence,new ticket is
created or the message goes to the different ticket even there was no
authority to create or reply in that queue.
Example;
[support #100]aaaaa to bbbbbb became new ticket ‘bbbbbb’ on support queue
[support #100]aaaaa to [support #50]aaaaa is added to the ticket on which
its id is 50
[support #100]aaaaa to [support #100]bbbbbb doesn’t cause problem.
Does Request Tracker recognize consistency of ticket from it “ticket id” on
subject?Not header or something?
Can I not show the ticket id from the user,without digging to the source
code?
Hajime
When I change the ‘subject’ of ticket on correspondence,new ticket is created or the message
goes to the different ticket even there was no authority to create or reply in that queue.
Example;
[support #100]aaaaa to bbbbbb became new ticket ‘bbbbbb’ on support queue
[support #100]aaaaa to [support #50]aaaaa is added to the ticket on which its id is 50
[support #100]aaaaa to [support #100]bbbbbb doesn’t cause problem.
Does Request Tracker recognize consistency of ticket from it “ticket id” on subject?Not header
or something?
If by ‘change the subject’ you mean remove RT’s subject tag and reply
from an external email client, then no, that isn’t a bug, that’s
breaking RT’s preferred mechanism for tracking tickets.
Can I not show the ticket id from the user,without digging to the source code?
You have to dig into the source.
-kevin
Kevin,
I checked the code and I guess RT check the email title and extract the
‘ticket id’ using regular expression.Why not using “Reference” or do double
check with that?
Hajime2014-03-04 4:31 GMT+09:00 Kevin Falcone falcone@bestpractical.com:
On Fri, Feb 28, 2014 at 11:55:22AM +0900, Hajime Takase wrote:
When I change the ‘subject’ of ticket on correspondence,new ticket is
created or the message
goes to the different ticket even there was no authority to create or
reply in that queue.
Example;
[support #100]aaaaa to bbbbbb became new ticket ‘bbbbbb’ on support
queue
[support #100]aaaaa to [support #50]aaaaa is added to the ticket on
which its id is 50
[support #100]aaaaa to [support #100]bbbbbb doesn’t cause problem.
Does Request Tracker recognize consistency of ticket from it “ticket
id” on subject?Not header
or something?
If by ‘change the subject’ you mean remove RT’s subject tag and reply
from an external email client, then no, that isn’t a bug, that’s
breaking RT’s preferred mechanism for tracking tickets.
Can I not show the ticket id from the user,without digging to the
source code?
You have to dig into the source.
-kevin
–
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training