How to change Subjet on forward a ticket

RT Users
1

Hi all
I need to send some of my tickets to another software
To do this I use “Forward” function at ticket level

Subject in forward mail has normally this format:
Fwd: [helpsite adress #ticket_number] ticket title
for example
Fwd: [helpsite.mycompany.com #18247] unable to change subjet in forward ticket

External software (receiver of my ticket) need subjet in a different format:
[fixed code to identify customer]: [message title]
for example

99990001:[helpsite.mycompany.com #18247] problem short description
I tried to change forward template without success
I tried to find scrips associated to forward funcion, without success

Someone can help me?

Tks

2

Hi all
I need to send some of my tickets to another software
To do this I use “Forward” function at ticket level

Subject in forward mail has normally this format:
Fwd: [helpsite adress #ticket_number] ticket title
for example
Fwd: [helpsite.mycompany.com #18247] unable to change subjet in forward ticket

External software (receiver of my ticket) need subjet in a different format:
[fixed code to identify customer]: [message title]
for example

99990001:[helpsite.mycompany.com #18247] problem short description
I tried to change forward template without success
I tried to find scrips associated to forward funcion, without success

The Templates are called Forward and Forward Ticket.

-kevin

3

Hi Kevin

I tried to change both templates
I cannot find command to change subject
Do you know which is the command to change subject?
Tks

4

Hi Kevin
I tried to change both templates
I cannot find command to change subject
Do you know which is the command to change subject?

/opt/rt4/docs/customizing/templates.pod

-kevin

5

I tried to change both templates
I cannot find command to change subject
Do you know which is the command to change subject?
Tks

Unfortunately, any Subject: in the forward templates is ignored and the
outgoing Subject: is explicitly set to something like:

Fwd: [rtname #1234] Ticket or transaction title

There is no way to change this without modifying or overriding core
parts of the forwarding code (which is possible, just tricky to do
cleanly and get right).

Thomas

6

:frowning:
Thanks