Looks like I typed something wrong and that link leads to a 404. The correct link is:
https://gist.github.com/nileshgr/637cdacd1aa7710343aede20cabb66a6 On Mon, Oct 31, 2016 at 7:46 PM, Nilesh <m...@nileshgr.com> wrote: > You should inspect the headers in both cases. If they contain in-reply-to, > you > can use that to solve the problem. > > My problem originally was people in Cc replying to a mail sent to RT (and > by > default, people in CC do not get auto reply email). This was successfully > solved > by the in-reply-to patch. https://gist.github.com/nileshgr/ > 637cdacd1aa7710343aed > e20cabb66a6 > > Just save that file in local/lib/RT/Interface/Email_Local.pm and restart > RT. > > -- > Nilesh > > On Mon, 2016-10-31 at 19:36 +0530, Nilesh wrote: > > I don't think Re matters. As long as subject tag is intact it should get > > parsed correctly. > > -- > > Nilesh > > > > On 31-Oct-2016 7:35 PM, "Alex Hall" <ah...@autodist.com> wrote: > > > I looked more closely at the difference. Outlook is stripping off the > "Re: " > > > part of the message subject in the reply, whereas Gmail leaves it on. > That's > > > the only difference I can find, but it must matter. I guess this is > more an > > > Outlook question now, unless there's something I can change in RT to > make it > > > not care about the Re: part of a reply? > > > > > > Sent from my iPhone > > > > > > On Oct 31, 2016, at 09:52, Nilesh <m...@nileshgr.com> wrote: > > > > > > > On 31-Oct-2016 7:10 PM, "Alex Hall" <ah...@autodist.com> wrote: > > > > > > > > > > Hey all, > > > > > I made a custom template with mailto: links in it, that comes > from norep > > > > l...@example.com. The mailto: links populate the to: and subject: > fields of > > > > the new message as they should, and when the new email is sent, a > comment > > > > appears on the ticket. At least, if the user does this from the Gmail > > > > website (our domain mail is handled by Gmail). If the user is on > Outlook, > > > > however, the "reply" gets turned into a new ticket. I can't see what > the > > > > difference is, since the mailto: link is the same. We're on Outlook > 2007, > > > > at least the few stations I've asked so far use 2007. Has anyone > ever seen > > > > this before? Any troubleshooting suggestions? Thank you. > > > > > > > > > > -- > > > > > Alex Hall > > > > > Automatic Distributors, IT department > > > > > ah...@autodist.com > > > > > > > > > > --------- > > > > > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestp > > > > ractical.com/training > > > > > * Los Angeles - Q1 2017 > > > > Have you verified that the subject tag isn't getting stripped? > > > > There are two ways to identify a reply - one via the subject and > other via > > > > in-reply-to header which most clients insert. In-reply-to isn't > parsed by > > > > RT, so a custom code is needed for that. > > > > I got it from someone on this list and have implemented as a local > > > > customization. > > > > -- > > > > Nilesh > > > > > > --------- > > > RT 4.4 and RTIR training sessions, and a new workshop day! > https://bestpract > > > ical.com/training > > > * Los Angeles - Q1 2017 >
--------- RT 4.4 and RTIR training sessions, and a new workshop day! https://bestpractical.com/training * Los Angeles - Q1 2017
