Mail header use by RT

RT Users
1

Hi everyone.

I got some issue about reply mail, some answer (to a mail come from RT) create a new ticket instead
to be merge to the original ticket.

I would like to known which header is use by RT to see it’s a new mail or a
old ticket.

I find in a mail header

References: RT-Ticket-***@obspm.fr
Message-ID: rt-********@obspm.fr
X-RT-Loop-Prevention: support.obspm.fr
X-RT-Ticket: support.obspm.fr #28939
X-Managed-BY: RT 4.2.12 (Request Tracker — Best Practical Solutions)
X-RT-Originator: some.one@obspm.fr

Are they all be used or only X-RT-Ticket is used ?

Regards.

JAS

Albert SHIH
DIO b�timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T�l�phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 2 mai 2016 16:04:13 CEST

2

Hi,
I’ve got an opposite problem: when I make a mail reply or forward, it
doesn’t matter whether I change the subject (remove RT ID from it) or
not. And the mail is attached to the original ticked, although I wanted
to create a new one. It appears to me that RT is using the “References”
part in the header and the mail subject.

Problem is that if you forward the mail outside RT and change subject,
nobody then normally knows that it came from RT and therefore if you
then send such a mail back to RT, it would be routed elsewhere, than you
intended. I don’t know whether it’s the default behaviour or it’s some
hack from my predecessor administrators.

So, could someone write here, what is the decision process in RT that
takes place for a mail to create new ticket or attaching it to an
existing one?
Thank you, PetrOn 2.5.2016 16:07, Albert Shih wrote:

Hi everyone.

I got some issue about reply mail, some answer (to a mail come from RT) create a new ticket instead
to be merge to the original ticket.

I would like to known which header is use by RT to see it’s a new mail or a
old ticket.

I find in a mail header

References: RT-Ticket-***@obspm.fr
Message-ID: rt-********@obspm.fr
X-RT-Loop-Prevention: support.obspm.fr
X-RT-Ticket: support.obspm.fr #28939
X-Managed-BY: RT 4.2.12 (Request Tracker... So much more than a help desk — Best Practical Solutions)
X-RT-Originator: some.one@obspm.fr

Are they all be used or only X-RT-Ticket is used ?

Regards.

JAS

–
Albert SHIH
DIO b�timent 15
Observatoire de Paris
5 Place Jules Janssen
92195 Meudon Cedex
France
T�l�phone : +33 1 45 07 76 26/+33 6 86 69 95 71
xmpp: jas@obspm.fr
Heure local/Local time:
lun 2 mai 2016 16:04:13 CEST

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

Petr Hanousek e-mail: petr.hanousek@cesnet.cz
MetaCentrum User Support phone: +420 950 072 112
CESNET z.s.p.o. mobile: +420 606 665 139
location: Zikova 13a, Praha room: 32b
Czech Republic

3

For the record: the described “aggressive mapping” of mails to tickets was due to RT::Interface::email::Filter::CheckMessageId plugin. Dont’t use it if you don’t know what it can cause :slight_smile: