MySQL Bugs: #11738: Missing Message-ID in Outlook2003

Bug #11738	Missing Message-ID in Outlook2003
Submitted:	5 Jul 2005 13:46	Modified:	5 Jul 2005 14:29
Reporter:	Herman Cremer	Email Updates:
Status:	Won't fix	Impact on me:	None
Category:	Eventum	Severity:	S2 (Serious)
Version:	1.5.1 to 1.5.4	OS:	Linux (Linux Slackware)
Assigned to:	Joao Prado Maia	CPU Architecture:	Any

Description:
I am using emails to log issues in eventum.
I have setup everything the way it should be, and its working
fine except for MS-Outlook 2003 email clients.

As far as I can gather, MSOutlook2003 does not create a message-id
header, if it is not used with MSExchange.

I run the exim MTA, and have added a few lines to fix the issue,
but it only works for new issues.
These lines in exim checks if a message is there, if not it adds
one to the message.

Problem is thst when replying to the email, a new issue is created
in eventum.

How to repeat:
Set up eventum to be able to log issues via email.
Send email to eventum from Outlook2003 client, that
is not using MSExchange server as an MTA.

Suggested fix:
NOTE: The very first email is accepted by eventum, but a blank 
message-id is logged in the eventum_support_email table, 
in the sup_message_id column. When the next one needs to be inserted, 
i guess that this is seen as a duplicated, thus ignored.

The message-id details : http://www.terryfrazier.com/weblog/1526

Herman,

Thanks for the report, but this is a known issue. The actual problem is not that Outlook doesn't send the Message-ID header, but rather that it _also_ doesn't send any In-Reply-To/References headers, so there's no way to properly associate a reply with the correct issue.

But yeah, an empty Message-ID header is pretty bad, and results on that duplicate error that you mentioned.

The best way to work around this limitation is to use the email routing feature in Eventum, so emails go out to ticket-1234@domain.com, and Eventum handles all the logic of associating replies to tickets.

See the Wiki for more information:

  http://eventum.mysql.org/wiki/index.php/Setting_up_email_routing_with_Sendmail

--Joao

This bug is not scheduled to be fixed at this time.