Outgoing email comments stripped from "Re" in the subject line

RT Users
1

Hi All,

We have some problems with tickets that contain “Re” in the subject line - like “Remark”, “Request”, etc. When replying from the web-interface, RT will strip the “Re” in the first word in the subject line for the outgoing email, so “Request for help” becomes “quest for help”, etc. While not a major issue, we still had several users complaining on this,

Steps to reproduce it:

  1. Create ticket called “Request”
  2. Comment on it in the web interface
  3. Outgoing email’s subject line will be “[ #] [Comment] quest”
  4. Confirmed on RT 3.8.3 and RT 4.0.5

I assume this happens because of improper regex match when the message is formatted for sending, but is there way to disable this behavior or change it to match “Re[\s|:]+” instead just “Re”?

Thanks,
Goran

2

We have some problems with tickets that contain “Re” in the subject
line - like “Remark”, “Request”, etc. When replying from the
web-interface, RT will strip the “Re” in the first word in the subject
line for the outgoing email, so “Request for help” becomes “quest for
help”, etc. While not a major issue, we still had several users
complaining on this,

I can’t replicate this on a clean RT 4.0.5 install, and I’m not aware of
any such subject munging in RT. I suspect something later in your mail
handling is doing this removal.

  • Alex
3

Thanks. I’ll ask the other sysadmins if they changed something in the email pipeline, but I
doubt that. We use Exchange 2010 as smarthost and no email processing on postfix on the RT host
at all. When I’m checking the details for the outgoing email in RT, on ticket history →
RT_System - Outgoing email about a comment recorded → Show, I can see the stripped subject in
the email headers that are generated by RT

Our 4.0.5 setup is not “clean” though, it is semi-in-place with RT4 from debian backports and
the DB upgrade from 3.8.3 that we run in production. For sure we have this problem on 3.8.3
which is more or less clean setup, with just AD integration and no other plug-ins,

thanks,
GoranOn 05/03/12 04:53 PM, Alex Vandiver wrote:

On Mon, 2012-03-05 at 21:34 +0000, Goran Marik wrote:

We have some problems with tickets that contain “Re” in the subject
line - like “Remark”, “Request”, etc. When replying from the
web-interface, RT will strip the “Re” in the first word in the subject
line for the outgoing email, so “Request for help” becomes “quest for
help”, etc. While not a major issue, we still had several users
complaining on this,

I can’t replicate this on a clean RT 4.0.5 install, and I’m not aware of
any such subject munging in RT. I suspect something later in your mail
handling is doing this removal.

  • Alex

Goran Marik
Server and Systems Administrator

Ontario Institute for Cancer Research
MaRS Centre, South Tower
101 College Street, Suite 800
Toronto, Ontario, Canada M5G 0A3

4

Thanks. I’ll ask the other sysadmins if they changed something in
the email pipeline, but I doubt that. We use Exchange 2010 as
smarthost and no email processing on postfix on the RT host at all.
When I’m checking the details for the outgoing email in RT, on
ticket history → RT_System - Outgoing email about a comment
recorded → Show, I can see the stripped subject in the email
headers that are generated by RT

Our 4.0.5 setup is not “clean” though, it is semi-in-place with RT4
from debian backports and the DB upgrade from 3.8.3 that we run in
production. For sure we have this problem on 3.8.3 which is more or
less clean setup, with just AD integration and no other plug-ins,

There were some bugfixes in this area back in 3.8, you should compare
a clean 4.0.5’s Admin Comment template to your own upgraded Template
and see if something is broken there.

-kevin> On 05/03/12 04:53 PM, Alex Vandiver wrote:

On Mon, 2012-03-05 at 21:34 +0000, Goran Marik wrote:

We have some problems with tickets that contain “Re” in the subject
line - like “Remark”, “Request”, etc. When replying from the
web-interface, RT will strip the “Re” in the first word in the subject
line for the outgoing email, so “Request for help” becomes “quest for
help”, etc. While not a major issue, we still had several users
complaining on this,

I can’t replicate this on a clean RT 4.0.5 install, and I’m not aware of
any such subject munging in RT. I suspect something later in your mail
handling is doing this removal.