Ticket response via email


#1

Greetings,

Does anyone know of a way such that a new ticket is not created when a
user responsd to an existing ticket via email…? I think that in
responding to a ticket via email, most email clients place a Re:

in the subject header and rt thinks that it is a new ticket…there fore
creating a new ticket and not using the original ticket number of the
request…

thanks.
donnie


#2

Greetings,

Does anyone know of a way such that a new ticket is not created when a
user responsd to an existing ticket via email…? I think that in
responding to a ticket via email, most email clients place a Re:

in the subject header and rt thinks that it is a new ticket…there fore
creating a new ticket and not using the original ticket number of the
request…

I’ll bet that this is clients with M$ mailers, right? I’ll bet that RT
is checking with the Reply-To header, which most M$ mailers seem to
break… A quick peruse of lib/rt/ui/mail/manipulate.pm seems to
confirm this, but I didn’t make any serious effort to understand that
portion of code… Anyone?

(I’ve had this problem too, and it always seems to be Lookout users…)

Greg White
Those who make peaceful revolution impossible will make violent
revolution inevitable.
– John F. Kennedy


#3

I’ll bet that this is clients with M$ mailers, right? I’ll bet that RT
is checking with the Reply-To header, which most M$ mailers seem to
break

s/Reply-To/In-Reply-To/

apologies.


#4

That simply should not be the case. as long as the [site.com #3534]
tag is somewhere in the subject header, you should be fine.

It’s a known bug that you shouldn’t have spaces or tabs in your $rtname
(set to site.com in the example above).

    jesseOn Thu, Feb 22, 2001 at 12:31:53PM -0800, Greg White wrote:

On Thu, Feb 22, 2001 at 02:36:23PM -0500, D.Lewis wrote:

Greetings,

Does anyone know of a way such that a new ticket is not created when a
user responsd to an existing ticket via email…? I think that in
responding to a ticket via email, most email clients place a Re:

in the subject header and rt thinks that it is a new ticket…there fore
creating a new ticket and not using the original ticket number of the
request…

I’ll bet that this is clients with M$ mailers, right? I’ll bet that RT
is checking with the Reply-To header, which most M$ mailers seem to
break… A quick peruse of lib/rt/ui/mail/manipulate.pm seems to
confirm this, but I didn’t make any serious effort to understand that
portion of code… Anyone?

(I’ve had this problem too, and it always seems to be Lookout users…)


Greg White
Those who make peaceful revolution impossible will make violent
revolution inevitable.
– John F. Kennedy


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

After all, it’s not every day you meet up with an evil power
-M. Bulgakov


#5

Currently, RT does nothing with the in-reply-to header.
When I get a chance, it’s likely that RT2 will use this as an extra hint
if it can’t find a ticket id in the subject line.

    -jOn Thu, Feb 22, 2001 at 12:45:09PM -0800, Greg White wrote:

On Thu, Feb 22, 2001 at 12:31:53PM -0800, Greg White wrote:

I’ll bet that this is clients with M$ mailers, right? I’ll bet that RT
is checking with the Reply-To header, which most M$ mailers seem to
break

s/Reply-To/In-Reply-To/

apologies.


rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

jesse reed vincent – root@eruditorum.orgjesse@fsck.com
70EBAC90: 2A07 FC22 7DB4 42C1 9D71 0108 41A3 3FB3 70EB AC90

After all, it’s not every day you meet up with an evil power
-M. Bulgakov


#6

Could it be a space (or tab) in $rtname in /etc/config.pm, like the answer
below. I struggled with this for a long time until I look back in the
mailing list to find this answer.


#7

It’s a known bug that you shouldn’t have spaces or tabs in your $rtname
(set to site.com in the example above).

Oh. I see.

Then how does one go about changing the site name in an existing install?

I know this isn’t supposed to be done for various reasons, but I’m
already putting stripmime in place and we’re a fairly small
installation. I would be happy to munge stripmime to change the old
site name to the new one in the subject lines before passing it on to
RT until the old name gets flushed out of the system.

— Eric