BounceMerge - Revision history

Crazy4chrissi: Some bug fixes / Updates. Quotemeta added (e.g. versions from Debian backports contain + characters which caused the regex to fail) and RT-Ticket header is nowadays X-RT-Ticket.

2016-11-17T09:02:49Z

Some bug fixes / Updates. Quotemeta added (e.g. versions from Debian backports contain + characters which caused the regex to fail) and RT-Ticket header is nowadays X-RT-Ticket.

← Older revision		Revision as of 05:02, 17 November 2016
Line 12:		Line 12:

	<u>Condition:</u> On Create		<u>Condition:</u> On Create

			<u>Action:</u> Userdefined

	<u>Template:</u> Blank		<u>Template:</u> Blank
Line 30:		Line 32:
	#		#
	# Otmar Lendl <ol@bofh.priv.at> 2009/07/24		# Otmar Lendl <ol@bofh.priv.at> 2009/07/24
			# Minor Bugfixes/Updates by Christopher Kramer, 2016/11/17
	#		#
	my $ticket = $self->TicketObj;		my $ticket = $self->TicketObj;
Line 38:		Line 41:
	# Message-ID of the mail we sent:		# Message-ID of the mail we sent:
	# example: Message-ID: <rt-3.8.2-1611-1247727152-952.14150-6-0@CERT.at>		# example: Message-ID: <rt-3.8.2-1611-1247727152-952.14150-6-0@CERT.at>
	my $msgregex = '<rt-'. $RT::VERSION .'-\d+-\d+-\d+\.(\d+)-\d+-\d+@'. RT->Config->Get('Organization') .'>';		my $msgregex = '<rt-'. quotemeta($RT::VERSION) .'-\d+-\d+-\d+\.(\d+)-\d+-\d+@'. quotemeta(RT->Config->Get('Organization')) .'>';

	# RT-Ticket: header:		# RT-Ticket: header:
	# example: RT-Ticket: CERT.at #14150		# example: RT-Ticket: CERT.at #14150
	my $rttregex = '^RT-Ticket: ' . RT->Config->Get('rtname') .' #(\d+)';		my $rttregex = '^X-RT-Ticket: ' . quotemeta(RT->Config->Get('rtname')) .' #(\d+)';

	my $Attachments = $tr->Attachments;		my $Attachments = $tr->Attachments;

Medea61 at 17:04, 19 July 2016

2016-07-19T17:04:41Z

← Older revision		Revision as of 13:04, 19 July 2016
Line 25:		Line 25:
	<u>Custom Action Cleanup Code:</u>		<u>Custom Action Cleanup Code:</u>

	<~~nowiki~~>#		<pre>
			#
	# Merge mail bounce into old ticket.		# Merge mail bounce into old ticket.
	#		#
Line 84:		Line 85:

	return(1);		return(1);
			</pre>
	</~~nowiki~~>

Admin: 3 revisions imported

2016-04-06T20:03:20Z

3 revisions imported

← Older revision		Revision as of 16:03, 6 April 2016
(No difference)

129.67.101.16 at 14:35, 9 June 2011

2011-06-09T14:35:40Z

New page

This is a scrip which checks if a newly generated ticket was created by a mail bounce.

If yes, it tries to deduce the original ticket-id and merges this new ticket into the old one.

The scrip logic is quite conservative, only if the same [[TicketID]] is found both in a quoted Message-ID and a RT-Ticket: header, then the scrip merges the tickets.

Note that this requires an accurate Return-Path header. This should normally be added by the final MTA in the chain.

Note also that this causes the logged creation message to be inaccurate, suggesting that the ticket being merged into has just been created.

== Install ==

Condition: On Create

Template: Blank

Custom Condition:

return 1; # n/a

Custom Action Preparation:

return 1;

Custom Action Cleanup Code:

<nowiki>#
# Merge mail bounce into old ticket.
#
# Otmar Lendl <ol@bofh.priv.at> 2009/07/24
#
my $ticket = $self->TicketObj;
my $tr = $self->TransactionObj;

# possible sources of ticket-IDs:

# Message-ID of the mail we sent:
# example: Message-ID: <rt-3.8.2-1611-1247727152-952.14150-6-0@CERT.at>
my $msgregex = '<rt-'. $RT::VERSION .'-\d+-\d+-\d+\.(\d+)-\d+-\d+@'. RT->Config->Get('Organization') .'>';

# RT-Ticket: header:
# example: RT-Ticket: CERT.at #14150
my $rttregex = '^RT-Ticket: ' . RT->Config->Get('rtname') .' #(\d+)';

my $Attachments = $tr->Attachments;
# get first attachment
my $a = $Attachments->Next;
return(1) unless ($a);

my $rp = $a->GetHeader('Return-Path');
my $ct = $a->ContentType;

# bounce?
return(1) unless (($rp eq '<>') or ($ct eq 'multipart/report'));
print STDERR "BounceMerge: Looks like a bounce ($rp/$ct). Trying to find ticket-ID.\n";
# .. which is potentially hidden in other attachments. Collect them all first.
my $mail = "";
do {
my $oh = $a->Headers;
my $oc = $a->OriginalContent;
$mail .= "\n----------------- " . $a->id . " ---------\n" . $oh if ($oh);
$mail .= "\n----------------- " . $a->id . " ---------\n" . $oc if ($oc);
} while ($a = $Attachments->Next);

# look for a message-ID:

my $id_msg = -1;
my $id_hdr = -2;

$id_msg = $1 if ($mail =~ /$msgregex/);
$id_hdr = $1 if ($mail =~ /$rttregex/m);

if (($id_hdr == $id_msg) and ($id_hdr != $ticket->EffectiveId) ) {
print STDERR "BounceMerge: Removing requestors and merging into $id_msg\n";
my @reqs = split(/[\s,]+/, $ticket->RequestorAddresses);
foreach (@reqs) {
$ticket->DeleteWatcher(
Type => "Requestor",
Email => $_,
Silent => 1) ;
}
$ticket->MergeInto($id_msg);
}

return(1);

</nowiki>

It's worth bearing in mind that there are cases where the bounces may not go into the queue you intended. The branch https://github.com/jmdh/rt/tree/3.8%2Fignore_subject_ticket_for_queues may be of interest, if so.