You're right. After looking at what showed up on RT, not what was in the subject fields of the two clients, I have the problem. I think.
It seems that Outlook is removing the space before the # (pound sign) in the subject tag. That is: Re: [Graphics #400] turns into Re: [Graphics#400] Looks like I get to play with the subject tag regex. Sent from my iPhone > On Oct 31, 2016, at 10:16, 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