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Improve Email Subject Matching with Multiple Forwards
Currently, the system handles email replies where RE: is added, but some email systems add it every time the user replies. This results in RE: RE: and so on, which opens a new ticket each time.
Can the subject matching be improved to allow multiple instances of "RE:"?
We've tweaked the "reply to" feature, so it should work now in 3.2.1 release that would be live shortly.
We've tweaked the "reply to" feature, so it should work now in 3.2.1 release that would be live shortly.
If you are on 3.2 release, that shouldn't happen, as UseResponse adds Re: only once to the subject, so maximum you can get two Re:, though it shouldn't affect check on creating new ticket as we identify if user replied by ID of the ticket that is hidden in 3 different places.
Are you sure the ticket is opened each time when new Re: is added to the subject? As we can't reproduce it on our environment and matching of subjects should work without problems.
If you are on 3.2 release, that shouldn't happen, as UseResponse adds Re: only once to the subject, so maximum you can get two Re:, though it shouldn't affect check on creating new ticket as we identify if user replied by ID of the ticket that is hidden in 3 different places.
Are you sure the ticket is opened each time when new Re: is added to the subject? As we can't reproduce it on our environment and matching of subjects should work without problems.
Perhaps the "Re:" was a red herring. Upon further inspection of an affected ticket, I see the full history of the ticket in each reply, but unformatted.
Is it possible that the user's mail client is stripping formatting in the Reply, and when it does so, it removes the hidden ticket ID?
Perhaps the "Re:" was a red herring. Upon further inspection of an affected ticket, I see the full history of the ticket in each reply, but unformatted.
Is it possible that the user's mail client is stripping formatting in the Reply, and when it does so, it removes the hidden ticket ID?
Test Reply with Formatting Stripped
On Thu, Mar 5, 2015 at 9:41 AM, UseResponse <[email protected]> wrote:
>
Test Reply with Formatting Stripped
On Thu, Mar 5, 2015 at 9:41 AM, UseResponse <[email protected]> wrote:
>
During our tests, we were able to reproduce it by adding a 2nd Re: when responding.
To be clear, it seems to happen only when a Replying User adds additional Re: tags. It's not a problem with outbound mail, but incoming.
During our tests, we were able to reproduce it by adding a 2nd Re: when responding.
To be clear, it seems to happen only when a Replying User adds additional Re: tags. It's not a problem with outbound mail, but incoming.
The problem is that even adding 2nd Re: doesn't create new ticket. It posts as reply.
Could you please reproduce it on your own, or keep an eye on the problem, so we could catch it and fix, as their should be some specifics
The problem is that even adding 2nd Re: doesn't create new ticket. It posts as reply.
Could you please reproduce it on your own, or keep an eye on the problem, so we could catch it and fix, as their should be some specifics
Got it. We've caught the problem :) Thank you
Tweak should be in 3.2.1 that should be live shortly.
Got it. We've caught the problem :) Thank you
Tweak should be in 3.2.1 that should be live shortly.
Thanks Stas!
Thanks Stas!
Mike,
Could you please clarify what email client do you use, as we've noticed that it stripped all hidden object ids?
Mike,
Could you please clarify what email client do you use, as we've noticed that it stripped all hidden object ids?
Hi Stas,
I used Gmail to reply.
Hi Stas,
I used Gmail to reply.
We've tweaked the "reply to" feature, so it should work now in 3.2.1 release that would be live shortly.
We've tweaked the "reply to" feature, so it should work now in 3.2.1 release that would be live shortly.
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