Subjects of tickets getting changed to include subject tag

I have an RT 3.8.1 install and I have been noticing that every once
and a while, when an update to a ticket is sent in, the subject of the
ticket gets changed to include subject tag
at the end.

The very last update to the ticket that this just happened to is:

Wed Jan 07 10:28:56 2009 RT_System - Subject changed from ‘Reset
password for account xxxxxxx’ to ‘Reset password for account xxxxxxx
[RT - General #3166]’

The raw headers of the email that was sent in has the subject line
"Re: [RT - General #3166] Reset password for account xxxxxxx"

Does anyone have any clues as to what might be causing this?

Steven Kreuzer
http://www.exit2shell.com/~skreuzer

Does anyone have any clues as to what might be causing this?
Nope. I’ve had it happen to. Some tickets seem to be persistently
afflicted with this. I’ve manually gone in to correct the subject, and
had it change again later into a monstrously long thing.

http://www.gossamer-threads.com/lists/rt/users/80546

Cambridge Energy Alliance: Save money. Save the planet.

It’s the subject token extraction routines. They’re designed to make
sure that RT’s can exchange mail without getting into ticket creation
loops. This sort of suggests to me that your users or their mail clients
somehow messed up the ticket id in the subject, as the code shouldn’t
add its own id back to a given ticket.On Wed, Jan 07, 2009 at 05:30:10PM -0500, Jerrad Pierce wrote:

Does anyone have any clues as to what might be causing this?
Nope. I’ve had it happen to. Some tickets seem to be persistently
afflicted with this. I’ve manually gone in to correct the subject, and
had it change again later into a monstrously long thing.

http://www.gossamer-threads.com/lists/rt/users/80546


Cambridge Energy Alliance: Save money. Save the planet.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

As far as I can tell, it doesn’t appear that the subject was altered
in any way.
Just to confirm, I asked the person who sent in the email and they
said they
clicked reply, typed their response and did not change the subject

I looked at the headers of the mail:

One thing to note is that this user is using gmail’s web interface

I have several users who use gmail and I have only seen this happen on
maybe
5 or 6 tickets despite the fact that they have created or commented on
hundredsOn Jan 7, 2009, at 5:51 PM, Jesse Vincent wrote:

It’s the subject token extraction routines. They’re designed to make
sure that RT’s can exchange mail without getting into ticket creation
loops. This sort of suggests to me that your users or their mail
clients
somehow messed up the ticket id in the subject, as the code shouldn’t
add its own id back to a given ticket.

On Wed, Jan 07, 2009 at 05:30:10PM -0500, Jerrad Pierce wrote:

Does anyone have any clues as to what might be causing this?
Nope. I’ve had it happen to. Some tickets seem to be persistently
afflicted with this. I’ve manually gone in to correct the subject,
and
had it change again later into a monstrously long thing.

http://www.gossamer-threads.com/lists/rt/users/80546


Cambridge Energy Alliance: Save money. Save the planet.


http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Steven Kreuzer
http://www.exit2shell.com/~skreuzer