Re: [Evolution] How to include pre-made custom headers in outgoing mail?

[Ángel González <angel 16bits net>]

Thomas Mittelstaedt wrote:
> Just to understand you correctly: You create a mail with new custom
> header in it, send it off, the header is going through outgoing filter
> to put that ticket-ID header into the message body. Then, somebody
> responds to that mail and you expect that ticket-ID mail header to be
> still in it? You cannot presume that, just like evolution, other mail
> clients may or may not respect custom headers or use the References
> header, as Patrick mentioned.
> I fear you have to bite the bullet somehow to either instruct your
> "customers" to always include the ticket-Id in their responses or figure
> out a different rule set to bundle/identify the set of mails belonging
> to that ticket, a sort of filtering based on sender, subject, date
> received, etc.

The usual way to do this (ie. what all other ticketing systems do) is to
include the ticket id in the subject. Even though some users might
remove it.
Note that even if you had that magic "persistent header" -the references
header is a very good bet- some users will create a new email instead of
replying. Have the operator merge the tikets manually and go on,