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 > > 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
