Hello,
I'm using RT 3.6.3 at my work and I need some help and/or explanation.
When a ticket is closed, we want to send a mail to the requestor. A
classic behaviour of RT.
I noticed that the References header aren't set properly on mails sent by
RT himself. I need this absolutely.
A user send a mail to open a new ticket :
The Message-ID looks like :
<[EMAIL PROTECTED]>
When a user reply to the requestor through RT, the References header is
set properly.
The Message-ID looks like :
<[EMAIL PROTECTED]>
When the same user close the ticket, the mail sent by RT to notify the
requestor that his ticket is closed doesn't contain the references header.
The Message-ID looks like :
<[EMAIL PROTECTED]>
domain2.org is set in the RT_SiteConfig.pm
Set($Organization , "domain2.org");
I've seen in the rt3/lib/RT/Action/SendEmail.pm that the code involved for
setting References header is the following :
sub SetReferencesHeaders {
...........
# There are two main cases -- this transaction was created with
# the RT Web UI, and hence we want to *not* append its Message-ID
# to the References and In-Reply-To. OR it came from an outside
# source, and we should treat it as per the RFC
if ( "@msgid" =~ /<(rt-.*?-\d+-\d+)\.(\d+-0-0)[EMAIL
PROTECTED]::Organization>/) {
# Make all references which are internal be to version which we
# have sent out
for (@references, @in_reply_to) {
s/<(rt-.*?-\d+-\d+)\.(\d+-0-0)[EMAIL PROTECTED]::Organization>$/
"<$1." . $self->TicketObj->id .
"-" . $self->ScripObj->id .
"-" . $self->ScripActionObj->{_Message_ID} .
"@" . $RT::Organization . ">"/eg
}
# In reply to whatever the internal message was in reply to
$self->SetHeader( 'In-Reply-To', join( " ", ( @in_reply_to )));
# Default the references to whatever we're in reply to
@references = @in_reply_to unless @references;
# References are unchanged from internal
} else {
# In reply to that message
$self->SetHeader( 'In-Reply-To', join( " ", ( @msgid )));
# Default the references to whatever we're in reply to
@references = @in_reply_to unless @references;
# Push that message onto the end of the references
push @references, @msgid;
}
...........................
}
I'm not experienced in perl so..... I can't figure out what's wrong with
this References header. How can I resolve this please?
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