E-mail followups

[pyntront]

Please correct me if I'm wrong - TTX is capable of handling follow-ups submitted by the customer via mail, right? The follow-up should then be appended to the ticket, right?
I'm asking because I can't manage to achieve this - every time a follow-up is submitted via mail, it starts a new ticket. The same at the demo site - see tickets from 6638 to 6641.
Or maybe I'm wrong, and it is an expected behaviour of TTX?

[Alex]

TTx does post followup messages to proper tickets. However if a ticket is already solved, a followup will open new ticket. Furthermore, TTX inspects email subjects in order to match incoming email to a ticket. It looks for /Ticket\s(\d+)/ pattern to find a ticket ID and compares first 12 characters of a subject (this is to prevent spam submissions). It looks like you are using some web based email software that does something unexpected to the subject line. Could you please repeat the sequence (submit a ticket using web form + followup by replying to confirmation email) but this time with my email address on CC (see private message for the email address).

[pyntront]

OK, done that. Look at tickets 6647 6648 6649 at the demo site.

[Alex]

Seems to be fixed. Could you please try again?

[pyntront]

Yes, now the demo site seems to append repiles properly. I assume I should update my version?

[Alex]

The update is not published yet. Should be available within an hour.

[Alex]

Updated.

[pyntront]

It looks for /Ticket\s(\d+)/ pattern to find a ticket ID

Alex, how does this function handle translations? I noticed that my mails have a different topic (the word "Ticket" is translated).

[Alex]

As long as you are using dictionary based translation there should be not problems:

Code:

  my $tktr = TTXDictionary::translate('Ticket');
  my $subjdec = decodeit($entity->head()->get('Subject'));
  if ($subjdec =~ /$tktr\s+ (\d+)/) {