Replies to a Forwarded Message spawn a new ticket

[DBowsky]

Hi,

First of what will probably be a long string of posts from me today:

When within a ticket, I send out a forward to someone. BTW AWESOME improvements to forwarding a message from a ticket. It actually keeps a copy of my outgoing message (3.x did not) and it inserts the correct reply address (cerberus group's address) which 3.x also did not do.

However, when someone replies to a message that was forwarded to them from Cerberus, a new ticket is created rather than the reply threading into the original ticket.

Not good.

[dsugita]

I just tested this on our live helpdesk and wasn't able to reproduce it (the reply threaded back in correctly). I tested by opening a ticket via a yahoo account, then in the ticket I 'forwarded' to a gmail account, replied from gmail and it threaded back in.

I do believe there are certain instances where some mail servers will mangle the headers (blackberries with their Exchange stuff are pretty notorious for it that I've seen).

[DBowsky]

Perhaps I missed a crucial setting. I took a closer look at it appears that the forwarded message subject didn't contain the mask info for the ticket..


From: Nolo IT Help Desk <removed>
Subject: Fwd: Import moving slow


So the message that didn't thread came back with this subject:
Date: Mon, 09 Jun 2008 13:50:45 -0700
Subject: Re: Fwd: Import moving slow

Where-as other messages look like this (regular replies, not forwards)

Subject: Re: [HelpDesk #CZW-99726-471] Import moving slow

Anything I might have missed settings wise?

Just did another test and it's definitely repeatable on this end. Any time I forward a message (regardless of where in the thread it comes from) The subject line is "Fwd: <Original subject>" without any of the masking info.

If I correct the subject line of the forward to include the mask info, then reply to that forward, the message attaches to the original ticket correctly.

[dsugita]

Perhaps I missed a crucial setting. I took a closer look at it appears that the forwarded message subject didn't contain the mask info for the ticket..

Just did another test and it's definitely repeatable on this end. Any time I forward a message (regardless of where in the thread it comes from) The subject line is "Fwd: <Original subject>" without any of the masking info.

If I correct the subject line of the forward to include the mask info, then reply to that forward, the message attaches to the original ticket correctly.


Are you forwarding just to accounts that are all located on your same mail server? Can you try testing by forwarding to a gmail account or anything like that? On our actual helpdesk we dont use the reference ID's in the subject at all, so on the test I did, there isnt the ticket mask anywhere in the ticket subject.

[DBowsky]

Are you forwarding just to accounts that are all located on your same mail server? Can you try testing by forwarding to a gmail account or anything like that? On our actual helpdesk we dont use the reference ID's in the subject at all, so on the test I did, there isnt the ticket mask anywhere in the ticket subject.

Tested with my gmail account and got the same incorrect behavior.

We have an internal mail server (First Class) which holds aliases to our hMail server (so we don't burn an FC license on our helpdesk). So if someone sends a message to "Help - IT" or "Help - Facilities" First class shuttles the message off to an hMail address. Cerberus does it's pop3 thing from there.

If you need to see the address structure for that to make sense, let me know.

[Hildy]

I would think that Forwards should also honor the "include mask in subject" setting, so that part is probably worth bugging... http://www.wgmdev.com/jira/browse/CHD-706 , even though the code is quite deliberate about not doing so.

To fix, edit api/app/Mail.php, line 422ish, whereif(!empty($properties['to'])) { // forward
$mail->setSubject($subject);
and let that use the else section for adding the mask. (A more full implementation would use that opportunity to rewrite the subject with Fwd: $mask $subject, and strip the "Fwd: " from the template so it doesn't get added twice.)