Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

I think I found it. Further down was a regex I didn't notice before, inside
a for-each loop I thought wasn't being used. Changing that as well as the
first one seems to have gotten things working.At least for now. :)

On Tue, Nov 1, 2016 at 12:56 PM, Nilesh  wrote:

> Please share the code? I think you may be missing a chomp after fetching
> your subject header in your variable. This took a good amount of my time
> debugging why my thing wasn't working.
>
> --
> Nilesh
>
> On 01-Nov-2016 10:20 PM, "Alex Hall"  wrote:
>
>> Hey list,
>> I've been messing with Email_Local.pm for the last day, but I can't get
>> it to work correctly. I need to make the regex used to detect ticket
>> replies not require a space before the pound sign. I'm starting to suspect
>> that Outlook isn't removing that space, but rather replacing it with some
>> Unicode character no one can see, because I can't get this to work. I first
>> tried
>> /\[$test_name\s*\#(\d*)\s*\]/i
>> but that didn't work. So I replaced the first \s* with .* (period
>> asterisk) to tell it to match zero or more characters, no matter what they
>> are. That, too, fails to work. What I change here seems to have no effect.
>> Am I missing a file, other than RT/Interface/Email.pm? Is there some other
>> setting or bit of code where this regex is defined and use, or is this file
>> the only one? Thanks.
>>
>> On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall  wrote:
>>
>>> 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  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/nilesh
>>> gr/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"  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  wrote:
>>> 
>>> > On 31-Oct-2016 7:10 PM, "Alex Hall"  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 

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

Please share the code? I think you may be missing a chomp after fetching
your subject header in your variable. This took a good amount of my time
debugging why my thing wasn't working.

--
Nilesh

On 01-Nov-2016 10:20 PM, "Alex Hall"  wrote:

> Hey list,
> I've been messing with Email_Local.pm for the last day, but I can't get it
> to work correctly. I need to make the regex used to detect ticket replies
> not require a space before the pound sign. I'm starting to suspect that
> Outlook isn't removing that space, but rather replacing it with some
> Unicode character no one can see, because I can't get this to work. I first
> tried
> /\[$test_name\s*\#(\d*)\s*\]/i
> but that didn't work. So I replaced the first \s* with .* (period
> asterisk) to tell it to match zero or more characters, no matter what they
> are. That, too, fails to work. What I change here seems to have no effect.
> Am I missing a file, other than RT/Interface/Email.pm? Is there some other
> setting or bit of code where this regex is defined and use, or is this file
> the only one? Thanks.
>
> On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall  wrote:
>
>> 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  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/nilesh
>> gr/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"  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  wrote:
>> 
>> > On 31-Oct-2016 7:10 PM, "Alex Hall"  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
>>
>
>
>
> --
> Alex Hall
> Automatic Distributors, IT department
> ah...@autodist.com
>
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

Hey list,
I've been messing with Email_Local.pm for the last day, but I can't get it
to work correctly. I need to make the regex used to detect ticket replies
not require a space before the pound sign. I'm starting to suspect that
Outlook isn't removing that space, but rather replacing it with some
Unicode character no one can see, because I can't get this to work. I first
tried
/\[$test_name\s*\#(\d*)\s*\]/i
but that didn't work. So I replaced the first \s* with .* (period asterisk)
to tell it to match zero or more characters, no matter what they are. That,
too, fails to work. What I change here seems to have no effect. Am I
missing a file, other than RT/Interface/Email.pm? Is there some other
setting or bit of code where this regex is defined and use, or is this file
the only one? Thanks.

On Mon, Oct 31, 2016 at 10:22 AM, Alex Hall  wrote:

> 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  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"  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  wrote:
> 
> > On 31-Oct-2016 7:10 PM, "Alex Hall"  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
>



-- 
Alex Hall
Automatic Distributors, IT department
ah...@autodist.com
-
RT 4.4 and RTIR training sessions, and a new workshop day! 
https://bestpractical.com/training
* Los Angeles - Q1 2017

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

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  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"  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  wrote:
 
> On 31-Oct-2016 7:10 PM, "Alex Hall"  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

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

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  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"  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  wrote:
> > >
> > > > On 31-Oct-2016 7:10 PM, "Alex Hall"  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

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

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"  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  wrote:
> > 
> > > On 31-Oct-2016 7:10 PM, "Alex Hall"  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

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

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"  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  wrote:
>
> On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> >
> > Hey all,
> > I made a custom template with mailto: links in it, that comes from
> nore...@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://bestpractical.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://bestpractical.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

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Alex Hall]

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  wrote:
> 
> On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
> >
> > Hey all,
> > I made a custom template with mailto: links in it, that comes from 
> > nore...@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://bestpractical.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://bestpractical.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

Re: [rt-users] Gmail website replies to tickets, Outlook creates new ones

[Nilesh]

On 31-Oct-2016 7:10 PM, "Alex Hall"  wrote:
>
> Hey all,
> I made a custom template with mailto: links in it, that comes from
nore...@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://bestpractical.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://bestpractical.com/training
* Los Angeles - Q1 2017