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 <ah...@autodist.com> 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 <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 > -- 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