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ExtractSubjectTag Action: prepend, not append, remote system's subject tag #324

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ExtractSubjectTag Action: prepend, not append, remote system's subject tag #324

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Al2Klimov
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Too long (200+) ticket subjects (produced by this action) are shortened automatically.
This could cut off the remote system's subject tag if at the end.

@Al2Klimov
ExtractSubjectTag Action: prepend, not append, remote system's subjec…
f4255f5 
…t tag

Too long (200+) ticket subjects (produced by this action) are shortened automatically.
This could cut off the remote system's subject tag if at the end.
@Al2Klimov
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How to reproduce

  1. Setup two RTs, say, Tom and Jerry
  2. In Tom create a ticket with a loooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooong subject, add Jerry as requestor and reply something
  3. In Jerry reply to the ticket
  4. In Tom reply to the ticket -> opens separate ticket at Jerry

@Al2Klimov
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Why exactly this happens

To understand the following we need to remember that there are ticket subjects and eMail subjects.

  1. In Tom the newly created ticket has the ID 1 and the ticket subject looooooo... (cut off).
  2. On "reply" (it's not actually a reply, but the very first message of the whole conversation) Tom sends an eMail to Jerry with the eMail subject [%s #%d] %s, i.e. [tom #1] looooooo... (cut off).
  3. That eMail creates a new ticket in Jerry with ID 1 and the eMail subject from above as ticket subject.
  4. On (actual) reply Jerry sends an eMail to Tom with the eMail subject [%s #%d] %s, i.e. [jerry #1] [tom #1] looooooo... (cut off).
  5. Tom recognises [tom #1] in the eMail subject and associates the eMail with the existing ticket.
  6. Tom also recognises the foreign tag [jerry #1] and the code I changed in this PR tries(!) to change the ticket subject to loooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooong [jerry #1] (so that on next reply from Tom gets into the right ticket at Jerry). It tries! But, as master Yoda said: Do or do not. There's no try. Effectively Tom doesn’t change the ticket subject as above as [jerry #1] gets cut off silently due to the database column length.
  7. As the ticket subject stays as-is the next reply from Tom misses [jerry #1].
  8. Therefore Jerry can’t associate it with the already existing ticket and creates a new one.

@Al2Klimov
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How to workaround

At least in the Tom RT, preferably in both ones:

  1. Navigate to Admin/Scrips/Select
  2. Open On transaction, add any tags in the transaction's subject to the ticket's subject
  3. Set Action to User Defined
  4. Set Custom action preparation code to 1;
  5. Copy the code given below to Custom action commit code
  6. Apply this PR as patch
  7. Save Changes

rt/lib/RT/Action/ExtractSubjectTag.pm

Lines 103 to 131 in cbfe3cd

my $Transaction = $self->TransactionObj;
my $FirstAttachment = $Transaction->Attachments->First;
return 1 unless $FirstAttachment;
my $TransactionSubject = $FirstAttachment->Subject;
return 1 unless $TransactionSubject;
my $Ticket = $self->TicketObj;
my $TicketSubject = $self->TicketObj->Subject;
my $origTicketSubject = $TicketSubject;
my $match = RT->Config->Get('ExtractSubjectTagMatch');
my $nomatch = RT->Config->Get('ExtractSubjectTagNoMatch');
TAGLIST: while ( $TransactionSubject =~ /($match)/g ) {
my $tag = $1;
next if $tag =~ /$nomatch/;
foreach my $subject_tag ( RT->System->SubjectTag ) {
if ($tag =~ m{\[(?:https?://)?\Q$subject_tag\E\s+#(\d+)\s*\]}) {
next TAGLIST;
}
}
$TicketSubject .= " $tag" unless ( $TicketSubject =~ /\Q$tag\E/ );
}
$self->TicketObj->SetSubject($TicketSubject)
if ( $TicketSubject ne $origTicketSubject );
return (1);

CC @lippserd

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@Al2Klimov