Opened 11 years ago
Last modified 9 years ago
#321 assigned defect
How to avoid duplicate tickets?
Reported by: | ivanelsonnunes@… | Owned by: | bas |
---|---|---|---|
Priority: | major | Milestone: | |
Component: | email2trac | Version: | 2.7.0 |
Keywords: | duplicate tickets; fetchmail | Cc: |
Description
How to avoid duplicate tickets?! I'm using GLPI (HelpDesk). GLPI triggers emails to an account. I'm using Fetchmail.
The problem is when the GLPI some status updates and then sends an e-mail alert. This turns out creating a new ticket in Trac.
My email2trac.conf
[DEFAULT] project: /var/trac/projects/claudino ticket_permission_system: update_restricted_to_participants debug: 1 black_list: MAILER-DAEMON@ drop_spam : 1 drop_alternative_html_version: 1 email_quote: > html2text_cmd: ignore_trac_user_settings: 0 inline_properties: 1 reply_all : 0 spam_level: 5 strip_quotes: 1 strip_signature: 0 ticket_update: 1 umask: 022 verbatim_format: 1 log_type: file log_file: /tmp/email2trac.log mta_user: nobody DEFAULT_keywords : ServiceDesk DEFAULT_component : TRAC DEFAULT_priority : Alta DEFAULT_severity : Normal DEFAULT_type : Triagem [claudino] project: /var/trac/projects/claudino cla_keywords : ServiceDesk cla_component : TRAC cla_priority : Alta cla_severity : Normal cla_type : Triagem
Attachments (0)
Change History (18)
comment:1 follow-up: ↓ 2 Changed 11 years ago by bas
comment:2 in reply to: ↑ 1 Changed 11 years ago by ivanelsonnunes@…
Replying to bas:
It depends. Is is it always the same subject and sender, because you have:
- update_restricted_to_participants
There is another flag that does subject matching, but is must be a reply:
- regex expression: re.compile(r'(?:(?:RE|AW|VS|SV|FW|FWD):\s*)+(.*)', re.IGNORECASE)
- ticket_update_by_subject
Can you adjust the emails subject?
In the message, does not have ":RE|FWD",etc.
comment:3 follow-up: ↓ 4 Changed 11 years ago by ivanelsonnunes@…
Its set by Keyword? All e-mail alerts that I receive from GLPI (HelpDesk) has the hashtag # NNNN Where "nnnn" is the number of the Ticket (GLPI).
comment:4 in reply to: ↑ 3 ; follow-up: ↓ 5 Changed 11 years ago by bas
Replying to ivanelsonnunes@…:
Its set by Keyword? All e-mail alerts that I receive from GLPI (HelpDesk) has the hashtag # NNNN Where "nnnn" is the number of the Ticket (GLPI).
Must these message all end up in the same ticket number or does the nnnn determine which ticket it is?
comment:5 in reply to: ↑ 4 Changed 11 years ago by ivanelsonnunes@…
Replying to bas:
Replying to ivanelsonnunes@…:
Its set by Keyword? All e-mail alerts that I receive from GLPI (HelpDesk) has the hashtag # NNNN Where "nnnn" is the number of the Ticket (GLPI).
Must these message all end up in the same ticket number or does the nnnn determine which ticket it is?
The pattern in the subject field of the email, there will always be:
Subject: [Service Desk #0007929] Blablabla, Blablabla Where "#0007929" is a control. Created in the >tool GLPI.
comment:6 follow-up: ↓ 7 Changed 11 years ago by anonymous
Any ideas?
:)
comment:7 in reply to: ↑ 6 Changed 11 years ago by bas
Replying to anonymous:
Any ideas?
:)
So the id is always #0007929 and you can not adjust the subject?
comment:8 Changed 11 years ago by ivanelsonnunes@…
In the subject will always be "#0000ZZZZ" where "0000ZZZZ" is a number that represents a tool called in GLPI. This number may vary, of course.
The subject can be filtered by the "#" character?
comment:9 follow-up: ↓ 10 Changed 11 years ago by ivanelsonnunes@…
If the content of the subject field already exists, so why the email2trac is failing to update the ticket?!
These parameters are useful for this.
ticket_update: 1 ticket_update_by_subject: 1 ticket_update_by_subject_lookback: 30
comment:10 in reply to: ↑ 9 Changed 11 years ago by bas
Replying to ivanelsonnunes@…:
If the content of the subject field already exists, so why the email2trac is failing to update the ticket?!
These parameters are useful for this.
ticket_update: 1 ticket_update_by_subject: 1 ticket_update_by_subject_lookback: 30
As told in an earlier message is that is must contain and RE: or something else to make this code to use this function:
SUBJECT_RE = re.compile(r'^(?:(?:RE|AW|VS|SV|FW|FWD):\s*)+(.*)', re.IGNORECASE)
Can you adjust the code:
SUBJECT_RE = re.compile(r'^(?:(?:RE|AW|VS|SV|FW|FWD):\s*)+(.*)', re.IGNORECASE) result = SUBJECT_RE.search(subject)
by:
result = True
comment:11 follow-up: ↓ 12 Changed 11 years ago by ivanelsonnunes@…
comment:12 in reply to: ↑ 11 ; follow-ups: ↓ 13 ↓ 14 Changed 11 years ago by bas
Replying to ivanelsonnunes@…:
It worked!
see: https://gist.github.com/ivanelson/6025603
Very happy.
Thanks for sharing. You basically use the subject line if it matches a keyword. I can make an option for it. Use the subject line for matching tickets or is this to broad?
comment:13 in reply to: ↑ 12 Changed 11 years ago by bas
Replying to bas:
Replying to ivanelsonnunes@…:
It worked!
see: https://gist.github.com/ivanelson/6025603
Very happy.
Thanks for sharing. You basically use the subject line if it matches a keyword. I can make an option for it. Use the subject line for matching tickets or is this to broad?
Or use some keywords that can trigger the subject line matching.
comment:14 in reply to: ↑ 12 Changed 11 years ago by ivanelsonnunes@…
Replying to bas:
Replying to ivanelsonnunes@…:
It worked!
see: https://gist.github.com/ivanelson/6025603
Very happy.
Thanks for sharing. You basically use the subject line if it matches a keyword. I can make an option for it. Use the subject line for matching tickets or is this to broad?
Yes, you can use the subject line.
I have made more changes. Eg
I changed the way the search summary to avoid duplication of ticket. The "GLPI" when updating a call, it does not use keys like: RE: FWD:, etc ... Also tried some exceptions.
comment:15 Changed 11 years ago by bas
Can you just send a patch and attach this to teh ticket?
comment:16 Changed 10 years ago by ivanelsonnunes@…
I will embed my changes in the latest version of email2trac. After that I'll do the patch.
comment:17 Changed 10 years ago by bas
Did you succeed in creating the patch
comment:18 Changed 10 years ago by bas
- Status changed from new to assigned
It depends. Is is it always the same subject and sender, because you have:
There is another flag that does subject matching, but is must be a reply:
Can you adjust the emails subject?