Changing the Subject line

RT Users
1

Greetings to all,

I need to change the $rtname on the subject line on an auto reply based
on the queue that it goes in to…

i.e. helpdesk at blah dot com sends back a subject of Helpdesk Ticket
#XXX and client-support at blah dot com sends back Client Support Ticket
#XXX.

I have read other threads posted to the mailing list and I’m concerned
that RT won’t be able to find the ticket if they are responded to…

I assume that others have done this, can someone let me know what’s the
best way to do this?

Thanks,

Tom

2

I need to change the $rtname on the subject line on an auto reply based
on the queue that it goes in to…

i.e. helpdesk at blah dot com sends back a subject of Helpdesk Ticket
#XXX and client-support at blah dot com sends back Client Support Ticket
#XXX.

I have read other threads posted to the mailing list and I’m concerned
that RT won’t be able to find the ticket if they are responded to…

I assume that others have done this, can someone let me know what’s the
best way to do this?

Search the list archive for “Unique”; someone just asked this the other
day.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me
3

i.e. helpdesk at blah dot com sends back a subject of Helpdesk Ticket
#XXX and client-support at blah dot com sends back Client Support Ticket
#XXX.

I have read other threads posted to the mailing list and I’m concerned
that RT won’t be able to find the ticket if they are responded to…

I misread your message, I apologize. Yeah, clearly, RT has to continue
to be able to find it’s ticket number in the messages. I don’t know
for certain, but from looking at the message headers, I suspect the
text in the header is a fallback, in case the user’s MUA fails to copy
the headers to the reply.

If that’s the case, then the headers may solve your problem.

Cheers,
– jra
Jay R. Ashworth jra@baylink.com
Designer Baylink RFC 2100
Ashworth & Associates The Things I Think '87 e24
St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274

  If you can read this... thank a system adminstrator.  Or two.  --me