Re: Header based routing and Outlook Express incorrect In-Reply-To headers

[Tibor Gellert]

This maybe rather Exchange server specific than email client. We use 
subject based routing to overcome this trouble.

Eliot Blennerhassett wrote:

> More info.
>
> It seems that Outlook does not include a In-Reply-To header (or 
> Message_ID).
>
> I _think_ that Eventum rewrites the headers and uses the *first* ID 
> mentioned in the References header.  At least in the case of Outlook, 
> the correct ID would be the *last* ID mentioned in the References header
>
> I wonder if there is any downside to changing Eventum so it uses the 
> last reference?
> Even just not associating an email without the In-reply-to header, and 
> leaving it for manual association would be better than associating it 
> as the wrong type of thing (email vs note)
>
> regards
>
> Eliot Blennerhassett wrote:
>
>> Greetings,
>>
>> I'm wondering if anyone else is seeing this problem:
>>
>> We are using header based routing.  Someone creates an Internal Note, 
>> and another staff member replies using Mailer: Microsoft Outlook 
>> Express 6.00.2900.3138 (vista)
>>
>> The reply from Outlook has incorrect In-Reply-To header.  It contains 
>> the first message id from the References: header, which I think is 
>> the original 'issue creation' email.
>>
>> This of course creates problems because the reply is routed as an 
>> email rather than a note, and can get routed to customers on the 
>> issue notification list!
>>
>> Example:
>>
>> [New issue email]
>> Message-ID: <eventum.49tnu6i5u.o17urh@net>
>> Subject: [#1280] New Issue: subject
>>
>> [Note sent some time later]
>> Message-ID: <eventum.4af1r8zpi.3d9xsc@net>
>> In-Reply-To: <481208CE.1020903@com>
>> References: <eventum.49tnu6i5u.o17urh@net>
>> <eventum.4aaos3v6a.cc9udc@net>
>> <481208CE.1020903@com>
>> Subject: [#1280] Note: Re: subject
>>
>> [Reply to Note]
>> Message-ID: <00ff01c8afad$4fbba640$6601a8c0@stevexp>
>> In-Reply-To: <eventum.49tnu6i5u.o17urh@net>
>> References: <eventum.49tnu6i5u.o17urh@net>
>> Subject: Re: [#1280] Note: Re: subject
>> X-Mailer: Microsoft Outlook Express 6.00.2900.3138
>>
>> See the reoly doesn't reference the ID of the note email at all!
>>
>> regards
>>
>