@xahteiwi Zammad is just great! Introduced it two years ago with my small team at work and it works just fine. For our colleagues the ticket system isn't visible. They send an email, the system creates a ticket and we reply via zammd to the email without a ticket number.
@antondollmaier I'm not any good at Ruby, but doesn't that look like it will match only if it has a matching Message-Id in References or In-Reply-To, AND the subject line matches the original one? (see line 95)
I wonder why they put that additional AND condition in. I'm guessing there's a good reason, I just can't think of one.
@antondollmaier Good find though! I wasn't aware of Zammad's existence (I haven't been following issue trackers in any detail recently), so that's an excellent pointer. Thank you!
@xahteiwi@antondollmaier
For what it's worth, we use zammad at work for our section issue tracker and it's been a very good experience so far.
I'm the main user contact and so far I haven't had the issue you're concerned about - in what situations would that happen?
It is fairly easy to add filters on the incoming mail, and it's easy to merge tickets so it's quite possibly a solvable issue even if it doesn't do what you want out of the box.
@xahteiwi@antondollmaier Unfortunately a lot of people will reply to a random email they last received from your helpdesk that happens to be the first one they can find, change the subject line, and assume that's the same thing as composing a new email. So you end up with totally unrelated issues merged into the same ticket.
@claudex It's also been a while since I used RT. But for what it's worth, it appears that the only mention of the string "In-Reply-To" in the entirety of RT's documentation is this page, which is about outgoing email generation, not inbound email parsing/processing.
(Obviously it doesn't make much sense to search for the string "References", though, so I haven't cross-checked for that.)
@xahteiwi@claudex The lack of "In-Reply-To" might be because (IIRC) RT uses it's own custom header to match incoming email replies to tickets (X-RT-Ticket: queue #12345)
@domm That only works, though, for when the customer replies to an email coming from RT. It doesn't work for a scenario like "I'm replying to my own initially sent email to update my ticket with additional information", which is what parsing In-Reply-To or References would solve.
@xahteiwi@domm@claudex I don't think RT does that currently but it is something that should be doable. The Message-Id headers in RT are generated in a defined manner, so an extension could add this.
@xahteiwi@domm@claudex well, I have found a patch to RT from 2004 which will use References headers as a substitute for the subject tag, but it wasn't merged. I haven't found anything that'd add links to other tickets.
@dd The absence — as far as I know — of this sort of logic bugs the hell out of me because it's apparently one of those things that email solved decades ago that looks like Druidian sorcery to the makers of issue trackers (most of which are, by now, SaaS).
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