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Opened 4 years ago

Last modified 4 years ago

#380 assigned setup

reply creates new ticket

Reported by: klaus@… Owned by: bas
Priority: major Milestone:
Component: email2trac Version: 2.4.7
Keywords: update reply duplicate Cc:

Description

we changed our notification subject line to:

ticket_subject_template = #$ticket.id @$ticket.owner | $ticket.status | $summary

... and suddenly replies to ticket-notifications do not create comments any more but new tickets.

Versions: (installed from Debian 7 packages)

  • trac 0.12.5
  • email2trac is 2.4.7

/etc/email2trac.conf :

[DEFAULT]
project: /srv/www/trac/env/kunden-trac/
debug: 1
umask: 022
spam_level: 5
reply_all : 0
umask: 022
email_header: 0
alternate_notify_template :
alternate_notify_template_update :
drop_spam : 0
strip_signature: 0
email_quote: >
strip_quotes: 1
ignore_trac_user_settings: 0
black_list: MAILER-DAEMON@
drop_alternative_html_version: 1

[support]
mailto_link: 1
html2text_cmd: /usr/bin/html2text -nobs
inline_properties: 0
ticket_update: 1
ticket_update_by_subject_lookback : 90
email_header: 0
strip_signature: 1
strip_quotes: 0
verbatim_format: 1
always_notify_reporter: 0
no_reporter: 0
no_reporter_email: 1
default_component : 1 support
default_owner: blank-support
default_intern_extern: extern

I also tried setting "ticket_update_by_subject : 1" but it did not help.

What can we do?

Attachments (0)

Change History (1)

comment:1 Changed 4 years ago by bas

  • Status changed from new to assigned
  • Type changed from defect to setup

Did you read?

In the subject line is different then expected it will create new tickets instead of updating. You can set debug and catch some mails and see on the command line with email2trac why it fails.

In our department we use now the new method. Each ticket has its own reply address:

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as assigned The owner will remain bas.
as The resolution will be set. Next status will be 'closed'.
to The owner will be changed from bas to the specified user. Next status will be 'new'.
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