RT creates new ticket after group mail response

el1jaC · May 2, 2019, 10:56am

Hi all,
We’ve installed 4.4.2 version.

When one customer response to us with group mail, RT creates new ticket instead of recognize previous ticket and insert response.

This is RT_SiteConfig.pm

use utf8;

Any configuration directives you include here will override

RT’s default configuration file, RT_Config.pm

To include a directive here, just copy the equivalent statement

from RT_Config.pm and change the value. We’ve included a single

sample value below.

If this file includes non-ASCII characters, it must be encoded in

UTF-8.

This file is actually a perl module, so you can include valid

perl code, as well.

The converse is also true, if this file isn’t valid perl, you’re

going to run into trouble. To check your SiteConfig file, use

this command:

perl -c /path/to/your/etc/RT_SiteConfig.pm

You must restart your webserver after making changes to this file.

You may also split settings into separate files under the etc/RT_SiteConfig.d/

directory. All files ending in “.pm” will be parsed, in alphabetical order,

after this file is loaded.

Set($WebDomain,‘192.168.10.206’);
Set($rtname, ‘RT’);
Set($Organization, ‘xxxx.it’);
Set($SendmailPath , “/opt/rt4/etc/msmtp_rt”);
Set($SendmailArguments, " -oi -t -f ‘support@xxxx.it’");
Set($LogToScreen,‘warning’);
Set($LogToFile , ‘info’);
Set($UseFriendlyFromLine, 0);
Set($Timezone, ‘Europe/Rome’);
Set($HomePageRefreshInterval, 120);

You must install Plugins on your own, this is only an example

of the correct syntax to use when activating them:

Plugin( “RT::Authen::ExternalAuth” );

1;

craig · May 2, 2019, 11:58am

Does their response keep the subject line the same as already created ticket? It is common for other ticketing solutions to to change the subject line, thus making RT have a difficult time recognizing a response.

G.Booth · May 2, 2019, 12:11pm

Hi

Can you clarify what you mean by “group mail”?

regards
garry

el1jaC · May 2, 2019, 12:37pm

Ops, I’m sorry

btw, it means classic support@[companyname].com

G.Booth · May 2, 2019, 12:49pm

Ah ok. Id be following Craig’s advice then and look to see if the Subject line has changed in any way

el1jaC · May 2, 2019, 12:50pm

Hi,
subject is the same, consulting the header.

G.Booth · May 2, 2019, 8:14pm

Ok, but just so I’m clear, this only happens with one respondent? All other responses are treated correctly?

el1jaC · May 3, 2019, 7:37am

I think it depends of many things, because for example:

mail from support@[companyname] of our customer always create new ticket
mail from personal mail account sometimes create new ticket, sometimes not.

G.Booth · May 3, 2019, 7:59am

You’re not recreating the user in your list of users everytime they mail in are you?

GreenJimll · May 3, 2019, 8:05am

I’d temporarily ignore the “support@companyname.com” and focus on that (especially if its a personal mail account you control). See if you can spot any patterns in the headers, etc for the replies from this account that do/do not create new tickets. This might give you more pointers to track down what is causing the ticket creation (eg: is something in your mail system filtering headers some times? Does something add spaces, etc to some subject lines, etc, etc).

el1jaC · May 3, 2019, 8:22am

Can I copy/paste two headers when new ticket on reply is created? Maybe it might be helpful to find the reason to this uncommon behavior.

GreenJimll · May 3, 2019, 8:27am

You can. Just make sure you put them in preformatted tags on the forum so that they aren’t messed around and reformatted, as your original posting of your RT_SiteCOnfig.pm was (which makes it a bit tricky to read).

Of course how much the headers will mean to those of us that aren’t involved with how your local environment is configured remains to be seen (every site works differently, and the devil is often in the details outside of RT).

el1jaC · May 3, 2019, 12:46pm

This is first header

X-Google-Original-From: 	xxxxx <xxxx@company.com>
Delivered-To: 	mycompany.it-support@mycompany.it
Dkim-Signature: 	v=1; a=rsa-sha256; c=relaxed/relaxed; d=gmail.com; s=20161025; h=from:message-id:mime-version:subject:date:in-reply-to:cc:to :references; bh=tL+Z4X8aoOz/qRexngxTF1oJOtU4DjQtQugS0bymuYY=; b=W8hD0hLGg0VtxDdpLcWHL/f+NUJaYRm7TuQBgdCmmhjnDz4TQAhYR/hEF2v+wc3CFf NkHfZMgN9Jtm9Fgq/EWMgZcGMQPXGVWW8gIrpCI4DKaXdmBs+wpOC0U0MYnPpWw4n5No JhDWX7eivhl5yk9//50S24T3rmcCmJ4cHGMnClp2rv4/usKiLfsr9MoPItSU2JiL8dtR B+9pwq0bRngXYHLmjfj4VAFgeLpeQqJOZ6ZsrkUqXvKvPPvtQndmNb3rY6oBGLFEFF6Y qnvO51WVahYRfWRJN5u/InjLkYFETrk/F4eZQs7FAdV1vkjBhlPFdciHWuJN1wFm09tW w08g==
X-GM-Message-State: 	APjAAAVcoih3O32vXzMbxMkQfpra/atXB6c2Z1q8PbU4HKLniXdg0gt6 IPiH/PQtpgtM36YzeCGxlTwpt/E3
References: 	<50548B0C-652D-4C1C-AB1F-CA10708873C3@company.com> <850dd7fb-38fc-4952-2528-7142861152c9@m.it> <F8C41B6E-4ED7-4AC4-BA57-60729A0E2C41@company.com> <125607f4-acec-cec9-af80-f0c104d02990@mycompany.it> <527E3B90-C468-49FB-89FD-C5C57F987118@company.com>
Received: 	from imaps.aruba.it [62.149.128.72] by ubuntu-rt.drbl.name with IMAP (fetchmail-6.3.26) for <root@localhost> (single-drop); Tue, 09 Apr 2019 13:11:56 +0200 (CEST)
Received: 	(qmail 28313 invoked by uid 89); 9 Apr 2019 11:09:52 -0000
Received: 	from unknown (HELO mxdhfe10.ad.aruba.it) (10.10.11.220) by mxdhbe03.ad.aruba.it with SMTP; 9 Apr 2019 11:09:52 -0000
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Received: 	by mail-lf1-f49.google.com with SMTP id g7so11947438lfh.10; Tue, 09 Apr 2019 04:09:51 -0700 (PDT)
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Date: 	Tue, 9 Apr 2019 13:09:46 +0200
Message-ID: 	<D14D99BF-2B0F-4C23-93B3-0EFCFF0CF6A8@company.com>
X-Spam-Report: 	v=2.3 cv=Be5sLYl2 c=1 sm=1 tr=0 a=Q3G+Us/jfiy2SvV+8/0Ghw==:117 a=nkbOCXYHzNytLJ7I6W5ZgQ==:17 a=jpOVt7BSZ2e4Z31A5e1TngXxSK0=:19 a=x7bEGLp0ZPQA:10 a=ooyAuBs0iiwA:10 a=oexKYjalfGEA:10 a=xn2xhDB4AAAA:8 a=2NcHAvhLAAAA:8 a=C29Ps-MiAAAA:8 a=N0xT-dfpHRFq9F7gIJIA:9 a=r5p-A1zsPV4tQa7Q:21 a=dGzauWazpRwnz-T9:21 a=QEXdDO2ut3YA:10 a=74AW0aidHzbiXRjVfDkA:9 a=eY8jF1cgXs7rm2xZ:21 a=_W_S_7VecoQA:10 a=CjuIK1q_8ugA:10 a=l-j4LhiMsqHhE9fqfRUA:9 a=n3BslyFRqc0A:10 a=x9I3668ZiE8A:10 a=rls1ZAiwvL0A:10 a=tclcd6dtLQvEqt9_mmAA:9 a=rnLt1md1ygmuU4EkKPsA:9 a=gLYcOPPyLMoV90EEWBkA:9 a=76uc8xw8Xxc9iqip:21 a=oxfrVE8Z0zuYHggsEn4A:9 a=0R-3ltU5p01Cd7av:18 a=KQqxNPgzF0kA:10 a=VEiTNn8F7TgA:10 a=wVfweMOo_P1ZNkLrKywA:9 a=5GHbp4KgiuzEXoCf:21 a=OjCr1Cgfg0DD4NCj:21 a=KAtyuMTRZd6PFykp:21 a=gR86eDHr74lwNLgPtx1H:22 a=oI0kYLTSCPjF3ITKGHed:22 a=1RGVA_lnhLyl3sehpbG7:22
Subject: 	Re: URGENT: New file for you
X-Cmae-Envelope: 	MS4wfAYd60VP+mFkd1/pL3+TsgJ2iMm/7kr0kIkyJVt3jlkAGFKvYhJuu/00hgiVf+wNK0SHz/+3lD5DV+wrKNBu1n06aIy9T6Awop5HDPcEdsoWjuvD2Esb Jlp1hFdAE5K/6oGuI1NpzW7RJ2D+wj4gorsHg28T3CcpzSlKH5dRMnjwavl0Bmeyl8TtD4hiapSf6vTCjHtYBHZBg2N7N7R3FGtq4eHbndmZy/86WOwvdnKJ
Return-Path: 	<xxxxx@gmail.com>
Return-Path: 	<xxxxx@gmail.com>
CC: 	"support@mycompany.it" <support@mycompany.it>, "YYYYY" 
<YYYYY@company.com>, "ZZZZZ" <ZZZZZ@company.com>
X-Received: 	by 2002:ac2:5581:: with SMTP id v1mr18290796lfg.92.1554808190018; Tue, 09 Apr 2019 04:09:50 -0700 (PDT)
X-Google-Dkim-Signature: 	v=1; a=rsa-sha256; c=relaxed/relaxed; d=1e100.net; s=20161025; h=x-gm-message-state:from:message-id:mime-version:subject:date :in-reply-to:cc:to:references; bh=tL+Z4X8aoOz/qRexngxTF1oJOtU4DjQtQugS0bymuYY=; b=rwf9GAcRW91tk4ttiZeU1fvX9YATlWEZjinzAWIrzilYElmgDcXdMdVfjc92zzyvvy yML7oy6GVQKCaCOXtH65IKpXtPsTWOxphDHofAqsFsZE+Q6surmMZIi75XT2Y221Ar4b F/ymwReeukuczlvq579g0W6GGcOsA6BaTvmazkkeyvIrLbYOM3nyoA7oMg90gG+knz0f 1GF9YFQsmtHv8MjoI3UCxEsCKAEr6KNHcvqWJqOt9e6mhrQsG1B0QKVULCw1+DQJxZ5f Q1a3qkW/fkguts61+GaoGogb5spx1YTZMfsYHhWifT3qaRTeC9p+uEFxys+CV+sDgFSQ OoBw==
Content-Type: 	multipart/alternative; boundary="Apple-Mail=_DC77D1BB-B626-4C19-A1BC-ED72111BA1EC"
In-Reply-To: 	<527E3B90-C468-49FB-89FD-C5C57F987118@company.com>
From: 	"XXXXX" <XXXXX@gmail.com>
MIME-Version: 	1.0 (Mac OS X Mail 10.3 \(3273\))
X-RT-Incoming-Encryption: 	Not encrypted
X-Spam-Rating: 	mxdhbe03.ad.aruba.it 1.6.2 0/1000/N
X-Google-SMTP-Source: 	APXvYqwO8aCBAgD1cXhXLDhrQ9KnDYIw1ntdy0XYHfGlihLagMdMwzSKeFOgSp3Ik8fgs2rm7nZ+8A==
To: 	"WWWWW" <WWWWW@mycompany.it>
X-Mailer: 	Apple Mail (2.3273)
X-RT-Interface: 	Email
Content-Length: 	0
Content-Transfer-Encoding: 	quoted-printable
content-type: 	text/plain; charset="utf-8"
X-RT-Original-Encoding: 	utf-8
Content-Length: 	10089
Download (untitled)
/
with headers

text/plain 9.8KiB
Content-Type: 	multipart/mixed; boundary="Apple-Mail=_1C8F93EB-29CE-47AF-9F95-09F29348FA40"
Content-Length: 	0
content-type: 	text/html; charset="utf-8"
Content-Transfer-Encoding: 	quoted-printable
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And this is second header

X-MS-Traffictypediagnostic: 	HE1PR01MB3705:
X-Forefront-PRVS: 	0001227049
X-MS-Exchange-Senderadcheck: 	1
Delivered-To: 	mycompany.it-support@mycompany.it
Authentication-Results: 	spf=none (sender IP is ) 
smtp.mailfrom=XXXXX@company.com;
X-Originatororg: 	company.com
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In-Reply-To: 	<125607f4-acec-cec9-af80-f0c104d02990@mycompany.it>
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Thread-Index: 	AQHU7fFbKZlTafQ3DUWhLzgQjxV2j6YyOFOAgAAClQCAAAOqgIAADRcA
Subject: 	Re: URGENT: New file for you
CC: 	"support@mycompany.it" <support@mycompany.it>, "YYYYY" 
<YYYYY@company.com>, "ZZZZZ" <ZZZZZ@company.com>
X-Mailer: 	Apple Mail (2.3273)
From: 	"XXXXX" <XXXXX@company.com>
X-RT-Incoming-Encryption: 	Not encrypted
X-MS-Exchange-Purlcount: 	2
Thread-Topic: 	URGENT: New BED file for BRCA
X-MS-Publictraffictype: 	Email
Received-SPF: 	None (protection.outlook.com: company.com does not designate permitted sender hosts)
X-MS-Has-Attach: 	yes
Dkim-Signature: 	v=1; a=rsa-sha256; c=relaxed/relaxed; d=companygroup.onmicrosoft.com; s=selector1-company-com; h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-SenderADCheck; bh=0C0McHpfsYYgpcTwMOl/BAcwDSssu5aeqGinfrBdakI=; b=baHSlKw8WH2pH2OiBnHVX3fe9pXByUd5a16lKiRYqcjM4vaxKnnZ+Els6vK6kcE2Bj2BZd6ayKBOJneMlrCHTUh1tbB0UOhgOWZRiACN/YqsotrcRs9MTo8WFFo1HJZv7vBn6YsWdM5FFm6iA8pgg7bYIZPq+fqoYEFJwR+PU7I=
X-MS-Exchange-Crosstenant-ID: 	ff165926-9fd3-4b84-b6f3-4e9a9ab02758
Content-Language: 	en-US
References: 	<50548B0C-652D-4C1C-AB1F-CA10708873C3@company.com> <850dd7fb-38fc-4952-2528-7142861152c9@mycompany.it> <F8C41B6E-4ED7-4AC4-BA57-60729A0E2C41@company.com> <125607f4-acec-cec9-af80-f0c104d02990@mycompany.it>
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Content-Type: 	multipart/related; boundary="_004_527E3B90C46849FB89FDC5C57F987118companycom_"; type="multipart/alternative"
Date: 	Mon, 8 Apr 2019 14:03:01 +0000
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Return-Path: 	<XXXXX@company.com>
X-MS-Exchange-Transport-Crosstenantheadersstamped: 	HE1PR01MB3705
To: 	"WWWWW" <WWWWW@mycompany.it>
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Content-Length: 	0
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“mycompany” is obviously my company, and “company” is the customer company.
Names are censored, but for example XXXXX in the first header correspond to XXXXX in the second, like other names hidden.

Thanks in advance.

GreenJimll · May 3, 2019, 1:12pm

Are those both replies to emails from an existing ticket? I’d have assumed you’d have an RT generated ticket ID in the subject header. Something like:

Subject: Re: [mycompany.com #3987] URGENT: New file for you

Also I’d have expected to see RT generated message ids in the References header.

G.Booth · May 3, 2019, 1:19pm

yes, without the ticket id its going to create new tickets

el1jaC · May 3, 2019, 1:49pm

No, I don’t have ticket ID in Subject ([mycompany.com #3987]). How can I set RT about this?

Except of names, headers I’ve pasted are the same in my tickets.

G.Booth · May 3, 2019, 2:09pm

{$Ticket->Subject} or {$Ticket->SubjectTag} in your templates

el1jaC · May 6, 2019, 7:53am

Can you tell me how can set this?

GreenJimll · May 6, 2019, 9:48am

You need to find the template that you’re using to send the initial response to the case (which will depend on what scrips you have set up for the queue that the ticket is created in) and then make sure that it includes $Ticket->Subject in it.

Just in case its not obvious, I should point out that this is only going to help if they are actually replying to an email that RT has generated. If they are in a conversation that includes an email address for your RT queue but are NOT replying to any RT generated emails, then you’re out of luck I’m afraid, as RT won’t be able to tell that the individual emails that it is receiving are replies to other parts of a conversation.

el1jaC · October 14, 2020, 2:46pm

Hi,
finally I found the problem.
In our company we use RT, but the techsupport division of our customer uses another ticketing system.
When they receive a RT email, their software grabs that mail and overwrite RT metadata with its own.

Is there a way to prevent the owerwriting?

Thank in advance