Customizing matching of the ticket_id in incoming correspondence

I’m hoping this is reasonably simple but don’t want to break something :wink:

Basically, I want to change the string that rt-mailgate uses to match
the ticket_id on an incoming email. I found where this string can be
changed in the default autoresponse templates but am not clear on how
to change this for incoming messages.

Basically, instead of the user writing:

“What is the status of [{$rtname} #{$Ticket->id}] ???”

I want to accept:

“What is the status of TT{$Ticket->id} ???”

The RT instance will be dedicated so $rtname can always be assumed to
be the same.

Thanks for any pointers on this :slight_smile:

Kindest regards,

Peter Buschman