Changing Queue reference in emails

RT Users
1

Greetings!

I would like the response emails (comment, reply) to reflect the queue
that they’re generated from, not the RT instance. We have multiple
queues, and I think it will get confusing to have the messages say “I.T.
Support” when the ticket generated is actually from the Engineering
queue.

How is this done? Do I need to create a whole new series of templates
for each queue?

Thanks, as always!!!

…k
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572

2

Hi Kevin,

I think that’s the purpose of the fields on the Basics tab when editing a
queue’s configuration. For instance, in my Support queue the Description
is “Support Requests” and the Reply Address is
“support_reqs@abc.com”. Replies to tickets are from “Support Requests
support_reqs@abc.com”.

Regards,
Gene

At 03:20 PM 7/14/2008, Kevin Freels wrote:

Greetings!

I would like the response emails (comment, reply) to reflect the queue
that they’re generated from, not the RT instance. We have multiple
queues, and I think it will get confusing to have the messages say “I.T.
Support” when the ticket generated is actually from the Engineering
queue.

How is this done? Do I need to create a whole new series of templates
for each queue?

Thanks, as always!!!

…k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572

The rt-users Archives

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Gene LeDuc, GSEC
Security Analyst
San Diego State University

3

Kevin,

We have just one template for when a ticket is created and we put the

following into it:

Queue : {$Ticket->QueueObj->Name}

That line could be put into ANY template and it would show what queue

the reply came from. Hope this helps.

Kenn
LBNLOn 7/14/2008 3:20 PM, Kevin Freels wrote:

Greetings!

I would like the response emails (comment, reply) to reflect the queue
that they’re generated from, not the RT instance. We have multiple
queues, and I think it will get confusing to have the messages say “I.T.
Support” when the ticket generated is actually from the Engineering
queue.

How is this done? Do I need to create a whole new series of templates
for each queue?

Thanks, as always!!!

…k
-=-=-=-
Kevin Freels
Director of Information Technology
Sendmail, Inc.
kfreels@sendmail.com 510/594.5572

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

4

Thanks to everyone who answered my question.

However, I think I did not pose my question the right way. Mea culpa.

What I need is a way to separate tickets with the queue name, as well.
When a user submits the ticket, it generates the ticket with the $rtname
as the ticket prefix, as in “[HELPDESK #24]” instead of the queue name
referenced by {$Ticket->QueueObj->Name}. When the user gets the
autoreply, the subject must contain the $rtname in the subject or else
another ticket is generated when the user replies instead of the reply
being put into the original ticket.

I would like to gen the ticket with the queue name as the ticket ID, not
$rtname.

Is there anyway to do this short of running multiple instances of RT?

Thanks again!!!

…k

5

Thanks to everyone who answered my question.

However, I think I did not pose my question the right way. Mea culpa.

What I need is a way to separate tickets with the queue name, as well.
When a user submits the ticket, it generates the ticket with the
$rtname
as the ticket prefix, as in “[HELPDESK #24]” instead of the queue name
referenced by {$Ticket->QueueObj->Name}. When the user gets the
autoreply, the subject must contain the $rtname in the subject or else
another ticket is generated when the user replies instead of the reply
being put into the original ticket.

I would like to gen the ticket with the queue name as the ticket ID,
not
$rtname.

Yep. Upgrade to RT 3.8. it’s a built in feature.