Changing the subject

Hi I just updated a job in a newly created queue. The reply was sent to
the requester, but not the format I expected. The subject field had my
domain in square brackets, as follows:

[sjc.vic.edu.au#5] blah blah blah

I’d rather it to be as follows:

[Helpdesk Task #5 blah blah blah

Can anyone suggest what setting I need to change to fix this?

Thanks,
Chris

Christopher Welsh wrote:

I’d rather it to be as follows:

[Helpdesk Task #5 blah blah blah

I presume you mean
[Helpdesk Task #5] blah blah blah

Can anyone suggest what setting I need to change to fix this?

Firstly you should know that this ticket id identifies the Request
Tracker instance and then ticket within that instance so sjc.vic.edu.au
is actually a good (and the recommended) choice since it is unlikely to
be used by anyone else.

I suspect that you are thinking that it is supposed to identify the
queue, which it does not. For new incoming tickets, the email address
can identify the intended queue (e.g. helpdesk-task@sjc.vic.edu.au)
however, once a ticket is created, an approporiately privaleged RT user
can move the ticket (in this case #5) to another queue and it will stay
there until moved again.

If you want to play with the subject line on a per queue basis, id
suggest that you stay away from the [sjc.vic.edu.au #nn] bit and tack
some extra bits on elsewhere. This could definitely be done with a code
overlay (see http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT)
. You could also hand customise all of the templates used for each
queue, although that would become tedious.

If you wanted to change this identifier for the entire RT instance (and
I suspected incorrectly) then you need to look at the global RT
configuration files. It is set in there.

Cheers
Adam Clarke
Strategic Data Pty Ltd
www.strategicdata.com.au
Adam.Clarke@StrategicData.com.au
[p] +61-3-9348-2013
[f] +61-3-9348-2015

Adam,

Thanks. I will leave well enough alone.

Chris Welsh

Adam Clarke wrote: