Olivier Thauvin

NAME

RT::Interface::Email::Filter::CheckMessageId - Find related ticket from references mail header

DESCRIPTION

This extension check if received mail correspond to an already existing ticket according In-Reply-To and References header tag.

If a ticket (and only one) is found the mail subject is altered to include the [... #n] mark, so RT will push the mail as mail comment instead creating a new ticket.

This is usefull with this scenario: Requestor send a mail to RT system and a Friend. The Friend think he can help, so reply to all without the subject properly tagged, then RT create a new ticket.

With This extension, RT will find the In-Reply-To header tag match with the ticket's attachement and then the Friend's mail will be added as comment.

CONFIGURATION

$ChkMsgIdNoIfStatus

If set ticket in state listed are ignore letting a new bug to be open.

Initial keywords will match all initial state (new).

Active keywords will match all inactive state (open).

Inactive keywords will match all inactive state (rejected, resolved).

PERFORMANCE

This plugin search messages Id in column 'messageid' of the table 'attachments'. It is strongly recommanded to create an index to speed-up the search in this table.

Connect to the database:

    CREATE INDEX messageid_idx ON attachments (messageid);

FUNCTIONS

ApplyBeforeDecode

Modify header subject to include [... #n] ticket reference.

GetCurrentUser

Return current user.

Does nothing, this method is here to allow the plugin to be detected

AUTHOR

  Olivier Thauvin <nanardon@nanardon.zarb.org>

CONTRIBUTORS

  Asa Gage <agage at nextjump.com>

LICENCE AND COPYRIGHT

Copyright (c) 2013, Olivier Thauvin

This module is free software; you can redistribute it and/or modify it under the same terms as Perl itself. See perlartistic.