Morning.
I did not find any help from previous messages or RT website, so here we
go…
Sometimes a user in our company sends mail that has headers like:
A ticket is created with correct ticket id and everything looks fine.
But now when that someuser@company replies to the mail he got from
original user he uses [reply to all] thus using “Cc: rt@company” in
mail. RT kindly creates a new request and ticket number for that mail
and sends autoreply to that person.
So the question is: how to tell RT that it should process Cc’ed mail
same way as if RT was in To: -field.
Sometimes a user in our company sends mail that has headers like:
To: someuser@company
Cc: rt@company (this is being aliased to RT)
A ticket is created with correct ticket id and everything looks fine.
But now when that someuser@company replies to the mail he got from
original user he uses [reply to all] thus using “Cc: rt@company” in
mail. RT kindly creates a new request and ticket number for that mail
and sends autoreply to that person.
RT is working correctly. The method by which RT adds correspondence to an
existing ticket is by the ticket token in the subject line.
If someuser@company replies to the copy that they received themselves, RT
has no tracking information. If someuser@company replies to the copy that
they received via RT, RT will then have it’s normal tracking information.
This is really a user education issue in getting them to reply to the copy
with the RT tracking information.
On methods of getting RT to magically know that something without it’s
tracking information should go in an existing ticket would be for
rt-mailgate to have the following logic:
Does the message have my tracking info in the subject line?
No. Does it have an 'In-Reply-To' or similar field?
Yes. Is the Message-Id in this field a match for
any Message-Id stored in the Attachments database?
Yes. Load Ticket, chastise user for not
including RT tracking information.
No.
No.
Yes. Load ticket
Do we have a Ticket?
No. Create Ticket.
Do we have a Ticket?
Yes, add correspondence.
No. Panic.
end.
This has a few gotchas of course, particularly when some intentionally
removes the RT tracking information in order to get RT to create another
ticket (eg, the reply is actually on another matter)
Bruce Campbell RIPE
Systems/Network Engineer NCC
www.ripe.net - PGP562C8B1B Operations
|+ But now when that someuser@company replies to the mail he got from
|+ original user he uses [reply to all] thus using “Cc: rt@company” in
|+ mail. RT kindly creates a new request and ticket number for that mail
|+ and sends autoreply to that person.
|+
|+ So the question is: how to tell RT that it should process Cc’ed mail
|+ same way as if RT was in To: -field.
|+
When RT creates a ticket, and it auto-generates a response email to the
person opening the ticket (that is, if you have the OnCreate Scrip
setup). The subject line is something like:
[foo.net #421]
It makes no difference if the RT alias is in the To: field or the CC:
field, as long as the portion of the subject with the ticket ID is there.
If the user is deleting the subject, RT has no way of knowing what ticket
it belongs too.
RT is working correctly. The method by which RT adds correspondence to an
existing ticket is by the ticket token in the subject line.
If someuser@company replies to the copy that they received themselves, RT
has no tracking information. If someuser@company replies to the copy that
they received via RT, RT will then have it’s normal tracking information.
This is true. I forgot that there is no subject that RT could track.
This is really a user education issue in getting them to reply to the copy
with the RT tracking information.
Yep. It sounds more easy than it will be in real life. =)
On methods of getting RT to magically know that something without it’s
tracking information should go in an existing ticket would be for
rt-mailgate to have the following logic:
Does the message have my tracking info in the subject line?
No. Does it have an 'In-Reply-To' or similar field?
Yes. Is the Message-Id in this field a match for
any Message-Id stored in the Attachments database?
Yes. Load Ticket, chastise user for not
including RT tracking information.
No.
No.
Yes. Load ticket
Do we have a Ticket?
No. Create Ticket.
Do we have a Ticket?
Yes, add correspondence.
No. Panic.
end.
This has a few gotchas of course, particularly when some intentionally
removes the RT tracking information in order to get RT to create another
ticket (eg, the reply is actually on another matter)
Well user education it is then untill someone implements that logic to
rt-mailgate. 
Thanks,
Toni