Right now, with $rtname set to “ATCC” and a test
queue configured to have its own subject tag (“DEMO”),
our autoreply is showing signs of split-personality
disorder:
…
There is no need to reply to this message right now. Your
ticket has been assigned an ID of [ATCC #35372].
Please include the string:
[ATCC #35372]
in the subject line of all future correspondence about this
issue. To do so, you may reply to this message.
…
Is this because, perhaps, our old 3.4.4 template was brought
into RT 4.0.4 when we upgraded, and it uses $rtname and not
something new to reflect the subject tag? If so, what is
that?
Right now, with $rtname set to “ATCC” and a test
queue configured to have its own subject tag (“DEMO”),
our autoreply is showing signs of split-personality
disorder:
==============================================================
Subject: [DEMO #35372] my X is broken
…
There is no need to reply to this message right now. Your
ticket has been assigned an ID of [ATCC #35372].
Please include the string:
[ATCC #35372]
in the subject line of all future correspondence about this
issue. To do so, you may reply to this message.
…
Is this because, perhaps, our old 3.4.4 template was brought
into RT 4.0.4 when we upgraded, and it uses $rtname and not
something new to reflect the subject tag? If so, what is
that?
You’ll want to review your Templates and compare them to the version
in etc/initialdata. In your case, I bet you have $rtname rather than
$Ticket->SubjectTag but you can find the exact syntax in initialdata
by searching for Autoreply.
This is actually covered in docs/UPGRADING-3.8 in the
UPGRADING FROM 3.7.81 and earlier - Changes:
section with further documentation in docs/UPGRADING-4.0
-kevin
You’ll want to review your Templates and compare them to the version
in etc/initialdata. In your case, I bet you have $rtname rather than
$Ticket->SubjectTag but you can find the exact syntax in initialdata
by searching for Autoreply.
Yes, that was it. Thank you. My oversight while upgrading.